How long does it take to get a return from Pool Supply Unlimited?
When authorized by Pool Supply Unlimited, returned merchandise must be received within 30 days from the date of buyer's receipt of the merchandise, must be in the original undamaged packaging with all accompanying material, in saleable condition with freight paid in full by you, the buyer.
How long does it take to notify Pool Supply Unlimited of concealed damage?
If concealed damage is later discovered, please notify the carrier as quickly as possible (within 24 hours) and follow up with them via written notice. Hold the container and product for inspection in as close to the same condition as it was when delivered. Once you have signed for the product and accepted delivery, the carrier and Pool Supply Unlimited are no longer responsible and the product is yours. Your signature is acknowledgement that your order is free of damage if not noted otherwise on the freight bill.
Can you return a pool system to Pool Supply Unlimited?
As it is not possible for Pool Supply Unlimited to have full knowledge or complete details of your pool system, we cannot accept responsibility for merchandise that is not compatible or does not function with your system. We always recommend that the buyer contact the manufacturer directly to determine that a product will be suitable in their environment. Buyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system. In the event that you feel your purchase is defective, it is incumbent upon you to contact us and/or the manufacturer directly for resolution before attempting to return the product in question. Most manufacturers have technical support and warranty service centers that will be more than happy to assist you in making sure that your product is functioning properly, and if not, will take steps to see that any defect is handled quickly.
Is the buyer responsible for the warranty on a pool system?
Buyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system. If you need the phone number to a manufacturer, please contact us and we will forward that information to you promptly.
Can you cancel a pool order?
If you wish to cancel an order, please email us at sales@poolsupplyunlimited.com and include your order number and "cancel" in the subject line, this will route your email to the correct team. Note: your order has not been cancelled unless you receive an email from us confirming cancellation.
Is there a restocking fee for returns?
If returned product is a normally stocked item and can be sold as new, no restocking fee will be deducted from credit, in most cases. If the returned product was a special order or a drop-ship from manufacturer, up to a 25% restock fee will be deducted from the refund. This is the fee charged to us, and must be passed on to the consumer. All returns and cancellations are subject to a restock or processing fee.
Under 30 Days Like New
Your order was received less than 30 days ago and is in the same brand new unused and uninstalled condition you received it in. You have the original box, manuals, warranty card, other paperwork, and every part and piece that came with it originally.
Under 30 Days Used but Complete Condition
Your order was received less than 30 days ago and you used the product a few times or tried to install it, but you have the original box, manuals, warranty card, other paperwork, and every part and piece that came with it originally.
Under 30 Days Used but Incomplete Condition
Your order was received less than 30 days ago and you used the product a few times or tried to install it and you do not have the original box, manuals, or all of the parts and pieces that came with it.
Past 30 Days Like New
Your order was received more than 30 days ago and is in the same brand new resellable condition you received it in. You have the original box, manuals, warranty card, other paperwork, and every part and piece that came with it originally.
Past 30 Days Used
Your order was received more than 30 days ago and you used the product a few times or tried to install it.
Past 30 Days Used and Beaten with a Sledgehammer
Your order was received more than 30 days ago and you used the product and then beat it with a sledgehammer.
We do not accept returns for the following reasons
Warranties - All warranties are held with the manufacturers of the product. Backyard Pool Superstore does not warranty any products on this site. We will however direct you to the correct contact person in case a warranty situation does arrive. Please contact us regarding warranty questions.
