Refund Policy

Returns / Refunds

Although we do not anticipate any problems with the products we offer, there may be instances where returning a product becomes necessary. If this situation arises, kindly get in touch with our customer support team during business hours to obtain a Return Merchandise Authorization (RMA) within 30 days of purchase. We are pleased to assist you in addressing the issue and verifying if your item is eligible for return. Refunds will be issued after the product has been received at the designated return location and the condition of the item has been assessed and approved. Please take note of the following significant details before making your purchase.

All Returns:
In contrast to several of our rivals, we solely offer new items for sale and do not engage in the resale of used or refurbished products. Thus, any returned products must be in pristine condition and must be accompanied by their original packaging, warranty cards, and owner’s manuals. If a used item is covered by a valid guarantee, its return must be authorized by the manufacturer. Declining a delivery may lead to delays or denial of refunds and the imposition of charges specified below.

Product damaged in shipping:
If a delivery carrier has caused damage to an item, which is an infrequent and unfortunate occurrence, it is crucial to report the damage and tracking number of the item to the carrier immediately. Make sure to document the damage and retain any relevant paperwork provided by the carrier. Additionally, contact us and furnish a copy of any such documentation. Please safeguard the item against further damage or environmental harm. In some cases, a damage claim may be required, and we are willing to assist you in resolving the issue by identifying a suitable remedy such as repair or replacement.

Wrong product delivered:
If by chance Discounted Pool Supplier ships you the wrong product by mistake, we’ll do everything we can to make it right. Fulfillment mistakes that we make resulting in the shipment of the incorrect product to you will be accepted for return. Call us to obtain an RMA; we’ll provide a return label for the mistaken item and accept it once returned undamaged for a full refund or exchange it for the right product. If the wrong product was ordered, the customer must call us to obtain an RMA and return the item unused, undamaged, and freight prepaid. Discounted Pool Supplier takes pride in assisting customers & providing helpful information, but we have no way to know everything about your system or application, and it is ultimately the responsibility of the customer to check that the items they order are the correct choice for their system and equipment.

Products Believed To Be Defective or Incompatible:
If you feel you have a defective product, please refer to the warranty information packaged with your product or posted on the relevant manufacturer’s website. We will be glad to help you troubleshoot or find a solution to your issue and also help connect you to the manufacturer’s warranty support. It is incumbent upon you to contact support for a solution before attempting to return a product. Most manufacturers have technical or warranty support teams that will gladly make sure your product if functioning properly, and if not to take steps to handle any defect quickly. If a warranty solution is not possible, most manufacturers must authorize the return of a used product. Discounted Pool Supplier does not express or imply any warranties, and all warranties are the responsibility of the manufacturer. Discounted Pool Supplier expressly disclaims liability for any injury, loss, damage, or cost (including labor) of any kind arising from the use or inability to use any item we sell. Though we try to be helpful and to provide as much information about products as possible, it is not possible for Discounted Pool Supplier to have full knowledge of your pool equipment application or pool system’s needs, and we cannot accept responsibility for the purchase of products that are not compatible or may not function with your system.

Non-refundable and Non-returnable items:
Some products do not qualify for a return.

Return Window:
Returns will only accepted for return if an eligible RMA is issued within 30 days from the date of purchase. Once an RMA is issued, it will be valid for 30 days. Transactions beyond this period are subject to warranty policies as stated in the owner’s manual and cannot be refunded.

Standard Fees:
With the sole exception of fulfillment mistakes, all original-condition returns are subject to up to a 15% restocking fee and less the original cost of shipping (even if the shipping charge was reduced or waived due to a promotion). Return freight is the sole responsibility of the customer. Products must be returned in new condition in the original packaging, including warranty cards and all owners’ manuals. If the item is returned, but not in the new condition with original packaging, your return may be refused or the restocking fee may be increased to 25%. Deliveries refused without authorization from Discounted Pool Supplier may result in delay or denial of refund, may be subject to up to a 15% restocking fee, and are subject to freight charges both ways. Payment processing fees from the original transaction will not be returned if the payment processor’s policy does not refund these charges, e.g. PayPal.

Refunds:
After the product is received and inspected, refunds will be issued within 1 to 5 business days. However, please note that depending on your payment processor, it may take an additional 10-14 business days for the refund to appear on your statement.