Shipping & Returns
Most items purchased from Poolstore.com include a 30 Day Money Back Guarantee. Should you receive a defective or incomplete product, we will assist you in rectifying it as soon as possible. If an error on your order has been made by us, we will send you a replacement when you make us aware of the error. Regardless of whether the error has been made by us or the supplier/manufacturer we will not be responsible for any associated costs, such as pool water replacement or installation and service fees.
In a case where you, our customer, has made an error in ordering or if you simply reconsider your order and wish to cancel it or return product, you will be liable for all actual shipping and any handling fees as well as a 15% to 30% restocking fee based on the sales price of the item. If you cancel your order after 5:00 PM Pacific Standard Time or later, you will be subject to a cancellation fee equal to 5% of the total amount of your order. This fee is to cover the credit card processing costs which we have already incurred. No returns, exchanges or credits are allowed after 30 days from original date of shipment.
Please note that there is a 50% restocking fee on unopened/uninstalled Swimline Pool Liners. The customer is also responsible for the cost of shipping the liner back. The 50% restocking fee also applies to all Swimline liner orders that are cancelled or changed after the liner production is complete when you, our customer, made an error in ordering or reconsidered your order. This policy has been implemented by the manufacturer.
Pegasus pool liners are ONLY returnable if they are in the overlap style and the package has not been opened and the straps have not been removed. A 30% restocking fee will be applied to liners that meet this criteria. All other Pegasus pool liners are considered custom made and CANNOT be returned.
Certain items, such as close-outs or custom made products, are not returnable at all. For example, a pool liner, dome, or safety cover made to your measurements is not returnable. Above ground vinyl pool liners may not be returned if opened or unfolded. Inflatable products and swimwear are not returnable due to health concerns. Pool chemicals, fencing kits, domes, decks and above ground pools are not returnable.
Inground pool dome enclosures as well as above ground screen pool dome enclosures are made to order and are considered custom. Therefore, these domes are non-returnable.
If a customer orders a product and refuses delivery or does not pick up said product at the destination designated, customer shall be totally liable for any and all fees incurred as a result of non-acceptance of order, including, but not limited to, any taxes, tariffs, storage charges, duties and other charges incurred. A restocking fee of 15% to 30% will also apply. All returns (including but not limited to defective products or products ordered incorrectly) must be assigned a Return Goods Authorization (RGA) number before returning item(s). Should you need assistance with a return, please call us at 1-800-918-POOL (7665) or email us at firstname.lastname@example.org for instructions and an RGA number. Product will only be accepted as a return if received in its original, undamaged carton in new, resaleable condition. Return packages without an RGA number will be refused.
Order Cancellation Policy
You may feel free to cancel any order placed as long as you notify us the same day you place the order, before close of business. If you cancel your order the next business day or later, you will incur a cancellation fee equal to 5% of the total amount of your order. This fee is to cover the credit card processing costs. Because we make every effort to ship, or to have shipped, all items as quickly as possible, this cancellation policy has been instituted. Orders canceled after we, or a third party, have already started production on or shipped the item(s) will incur an additional 15% to 30% restocking fee and you will be responsible for the shipping costs incurred in both directions.
We reserve the right to refuse service to anyone.