Return Procedures

Returns to Pool Zone Direct must be done using a Return Merchandise Authorization (RMA) number from Customer Service (number is valid for 7 days). Boxes without an RMA on the shipping label will not be accepted.

Products will not be accepted if their original boxes are marked, damaged, written upon, or stickers or labels of any type placed upon them.

Return Option 1:

If the item you purchase does not fit your need, please contact us within five days of delivery. When you request to return new, unused items, we will offer you 100% in-store credit (less freight) that may be applied towards a new order. Just contact one of our customer service representatives at 1-866-973-7665 and we will guide you through the process. Refunds on purchases that included free shipping will be reduced by the outgoing shipping costs incurred by Pool Zone Direct. No credit will be issued on freight, handling charges, or special fees.

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Return Option 2:

Authorized returns will be accepted at the discretion of Pool Zone Direct. Customers have 48 hours to notify us after receiving a damaged or non-working item. Undamaged merchandise must have been purchased within the previous 30 days and be returned in a resalable condition. Opened or partially used merchandise will not be accepted for return credit.

Your item may be returned for a refund minus a minimum $25.00 restocking fee, or 20% of the product(s) cost, whichever is greater. Items should be returned in their original product packaging. Products must also include a copy of the invoice and be returned freight pre-paid (insured) to Pool Zone Direct. Refunds on purchases that included free shipping will be reduced by the outgoing shipping costs incurred by Pool Zone Direct. No credit will be issued on freight, handling charges, or special fees.

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Refunds on machine service agreements are permitted within five days of purchase. The customer may receive a 100% in-house credit, or receive a refund check minus a $15 processing fee.

No returns on custom or special orders, and close-out items. All accepted product that is not within Pool Zone Direct's policies will be returned to the customer, freight collect, or held for a customer issued call tag. Pool Zone Direct will not be responsible for unclaimed product left over 45 days.

Due to circumstances beyond our control, we cannot accept returns of electrical equipment.

If you have any questions, please call customer service at +1 (801) 660-4669 or email customerservice@pool-zone.com.

Packaging Guidelines

See Packaging Guidelines for additional information on how to package returns.

Damage Claims

Claims are filed by, and are the responsibility of, the shipper.

• It is the receiver's responsibility to note any damage or possible damage on the bill of lading before accepting delivery.
• It is the receiver's responsibility to contact the shipper within 48 hours to report damage.
• The receiver must hold the package until carrier picks up and/or inspects the damaged product. Do not throw away original packaging.
• A replacement order cannot be shipped until a claim has been filed with the carrier. In the event that the order was shipped via truck and the bill of lading was signed for free and cleared by the customer, a replacement order will not be shipped until the claim has been finalized. If a replacement order is needed before that time a credit card will be needed to ship the replacement order out. Once the claim has been resolved, and pending the results, a credit will be issued to the original invoice.

Failure to do any of the above may invalidate the claim.

Refunds / Exchanges

All refunds and exchanges are at the discretion of Pool Zone Direct. We will facilitate and assign the responsibilities for each party on returns and exchanges. If the customer has no responsibilities, then a full refund or exchange can be made. If both the customer and Pool Zone Direct share responsibilities, then the refund / exchange will be apportioned accordingly. Customers are responsible for any costs incurred by Pool Zone Direct to fulfill your order (i.e. shipping, labor, etc.). The company is responsible to deliver the correct item in a working condition to the customer.

Insurance

We inspect all returns. It is your responsibility to return products undamaged, except what's noted or reported to us. We highly recommend that you insure packages that are returned to us.

Order Cancellations

We will make every effort to cancel orders when requested. You will be responsible for any costs incurred up to the point where your order can be cancelled. These costs may include shipping, restocking and other fees. There are no cancellations of custom or special orders.

Customers who arbitrarily initiate a credit card chargeback against Pool Zone Direct will receive a chargeback fee in the amount of $25. This fee is to cover costs of the customer's chargeback actions. It will be invoiced to the customer along with any applicable restocking or legal fees. The customer will have 30 days to pay Pool Zone Direct the charge back fee.