Our returns policy is designed to be very simple and easy to understand, whilst also conforming to the latest regulations and ensuring your rights as a consumer are fully supported.
Returns within 14 working days:
Under the consumer contracts regulations (2014), you have a 14 working day cooling off period in which any unused goods purchased can be returned for a full refund, for any reason. This period starts the day after delivery is made. This allows you to inspect the goods you purchase, and ensure that you are satisfied.
If you would like to return your goods, please notify us by email (firstname.lastname@example.org) and return your items to the address below:
Pool Supplies Ltd, 15 Osborne Road, Farnborough, Hampshire, GU14 6AA
Include a copy of your original order/invoice in with the goods, so we know where they have come from. Once we receive your goods back, we will issue a full refund to your payment card within 2-3 working days, but please note it can take a further 2-3 working days for the refund to appear on your card statement.
We strongly recommend when returning goods for a refund that you use a registered or recorded delivery service - we cannot be responsible for any items returned to us but not received.
Returns made after 14 working days:
Any returns made after the 14 working day period will be subject to the warranty conditions on the product you have ordered. If a fault or problem occurs with goods purchased from us, please contact us via email, we will then contact you to discuss the best way of resolving any problems with a minimal level of inconvenience to yourself.
Please note that due to hygiene reasons, we are unable to offer refunds or exchanges on some items such as Swimming Goggles once they have been removed from their packaging. This list is not exhaustive, and if you have any questions, please don't hesitate to contact us.
Fitted Equipment Items - pumps, filters, heaters, etc.
Please note the we are unable to accept returns of pool equipment such as heaters, pumps, filters, and UV systems once they have been fitted, plumbed and had pool water going through them. That is unless the goods are faulty and need to be replaced, in which case their standard warranty terms will apply.
Refunds can only be made to the card used to complete your initial transaction, no cash alternatives are available.
The above returns policy does not affect your Statutory Rights.