Guarantee / Returns
Poolcenter.com will accept returns on most* items, in new condition, within 30 days of delivery date. Returned items must be in new, and unused condition - containing all parts, documents, and be packed properly in its original condition box. Return shipping cost is paid by the customer. If this applies to you, please click here to begin the returns process.
If we sent you an item different than what is on your order confirmation, or if there has been shipping damage, we will pay to return the item to us, and process another shipment using the same shipping service. Poolcenter.com must be notified within 7 days of the delivery date of shipping damage or shipping mistakes. If this applies to you, please click here to begin the return process.
The following items are not returnable: custom ordered items, special ordered items, installed or used items. Product and boxes must be in new, un-used condition. Electronic or Liquid items, and Opened Covers or Liners are non-returnable.
Items received as damaged in transit are submitted to the shipper for a claim. Damage occuring after receiving the item or installing the item is not covered. The first step in beginning a damaged item claim is to send a digital photo of the damage (for defective items refer below) to us to firstname.lastname@example.org. When your pictures are received (please take many digital photos and attach them to the email) we will contact you for more information. In most cases, the shipper will arrange a site visit to inspect the damaged item, please allow up to 7 days. Keep the original packaging and box in the condition received.
Items received as defective are presented to the manufacturer of the item. The first step in beginning a defective item is to send a digital photo of the defect (for damaged items refer above) to us to email@example.com. When your pictures are received (please take many digital photos and attach them to the email) we will contact you for more information. The manufacturer will need a copy of your Poolcenter.com sales receipt and they may arrange repair or replacement for you, as per the terms of their warranty details. We are happy to help assist you in your warranty claim with the manufacturer, but please remember that a warranty is provided by the manufacturer, Poolcenter.com does not provide the warranty for the items we sell.
Refunds can only be made to the original purchaser on the order. Please allow up to 30 days to receive credit. Credits may be subject to a 20% fee (min. $5).
Truck Line Shipping
Please inspect your packages upon receipt for concealed damage. Items shipping Truckline to you which require a signature must be inspected thoroughly before signing off on them. By signing the bill of lading you are certifying that all items are in good condition. After signing, there is no recourse for damages, even concealed damage. Truck Line shipped items include large pumps, filters, or equipment packages, stairs, large steps, pool heaters, pools and pool slides, among other items.
Warranty claims for defective items are presented to the manufacturer of the item. Please contact the manufacturer directly for assistance with making a warranty claim. They need a copy of your Poolcenter.com sales receipt and they may arrange repair or replacement for you, as per the terms of their warranty details. If we can help you in any way in making your warranty claim, please let us know. For manufacturer links, click here.
To cancel an order you must call us toll-free at 877-766-5287 during normal business hours (EST). Orders may not be cancelled via email. Orders must be cancelled before the item has shipped. If your order is already in the "picking" stage in one of our massive warehouses, it may be impossible to locate and prevent shipment. If your order has already shipped, please refer to the information above on requesting a return.
Any refused packages will be charged a $15.00 FedEx refusal fee as well as any shipping charges acquired.
Our Product Support department exists to help our customers without cost to them. Because they are not at your pool, and often have sparse information regarding age, application, installation and numerous other factors, we cannot be responsible for advising incorrectly on which item to purchase, by email or by phone.