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. Discover About Our Return Process
A Return Goods Authorization (RGA) number must be obtained for all return requests
* 15% restocking fee
* Must be within 30 days of purchase
* Must be in New, unused, and unopened condition
* Must be in original packaging with no markings on the product or packaging
* Customer is responsible for actual outbound and return shipping charges, whether or not there was a charge for outbound shipping.
* Original outbound shipping and handling costs and/or fees/fee are non-refundable
A Return Goods Authorization (RGA) number must be obtained for all return requests prior to sending the product back. No product will be accepted without an RGA number. Products will only be accepted in new, unused/unopened condition within 30 days of the original invoice date.
To receive an RGA number, please email [email protected] and include your original order number, the reason for return, and any other details. We will respond with an RGA number and the return shipping address.
The Return Process
* Returned items must be in their original packaging with no writing on any part of the box, and all items must be included as they were originally received.
* Upon inspection, the return must be in the original package, with all documents/manuals inside, no writing on any part of the package (only label)
* Clear packing tape MUST be used, and the product can’t be used/installed, wet, or opened.
* Please provide the return tracking number via email.
* Must be returned within thirty (30) days of this receipt, or authorization will expire.
* Shipping and insurance are solely the responsibility of the customer that is returning the unwanted items.
* Acceptable methods for returned items are: UPS, FED-Ex, USPS (with package tracing)
* Upon receipt, the box and item will be inspected to ensure it is in a new and resalable condition. This includes the condition of the original packaging as we cannot resell or ship any items with damaged packaging.
* Upon approval, a credit will be issued. The refund amount will be for the original purchase price minus any deductions applicable, up to 100%.
* To speed up the processing of a return, please forward us a return tracking number assigned to the shipment once available.
Returnable Items
The following items are non-returnable:
* Any item used or installed or previously wetted
* Chemicals
* Automatic pool cleaners (open/used – seal on packaging broken)
* Electronic components
* All custom orders
* All special orders and non-stocked items
Errors, Mistakes, and Defects
In the unlikely event that we make an error with your order, or a product is defective, please contact us immediately at [email protected] so that we can make it right! In cases of defective merchandise, we may have a replacement shipped directly from the manufacturer, so it’s important that you contact us first before returning it.
Special Orders
All special order sales are final and non-refundable.
Warranty
All warranty work is to be handled directly through the manufacturer of the product, not MyPoolHQ. In the event a manufacturer will not honor their warranty, please send a copy of any and all correspondence with the manufacturer, including names and contact information, to us so we can try to assist you in handling the warranty with the manufacturer. Should the manufacturer deem the product to be defective within the first 30 (thirty) days and authorizes the return of the product, we require copies of any written correspondence as well as the authorizing person’s name and direct phone number or extension. Usually, replacements will be shipped directly from the manufacturer.