Return & Refund Policy – Pool Supply Now

Pool Supply Now works directly with manufacturers and distributors to provide competitive pricing and efficient fulfillment. Our return policy is designed to be clear and fair, while reflecting the handling, inspection, and restocking requirements set by our supply partners.

1. Order Cancellations and Modifications

Orders may be cancelled or modified at no charge before the order has been submitted to the manufacturer or carrier. To request a cancellation or change — including address corrections, item swaps, or quantity adjustments — contact support@poolsupplynow.com as soon as possible.

Once an order has been submitted to the manufacturer, picked up by the carrier, or has otherwise begun fulfillment, standard return terms apply. Custom, made-to-order, and special-order items cannot be cancelled once production has started or the order has been submitted to the manufacturer.

2. Returns

Most items — including pool slides, diving boards, diving board bases and stands, and poolside loungers — may be returned within 30 days of delivery, provided they meet the following conditions:

• The item is new, unused, and uninstalled (no parts removed, no protective film, foam, or packaging cut, opened, or discarded; no installation hardware test-fitted)
• The item is in its original packaging
• The item is not a custom, made-to-order, or special-order product

If an order arrives in multiple shipments, the 30-day window starts on the delivery date of each individual item.

All returns are subject to review and approval. Please note that returns are not free: a restocking fee applies and the customer is responsible for return shipping (see Refunds below).

3. Exchanges

Pool Supply Now does not process direct exchanges. If you need a different model, color, or size, please request a return for the original item and place a new order for the replacement. This ensures the new item is in stock and ships without delay.

4. Return Authorization (RMA)

A Return Merchandise Authorization (RMA) is required for all returns.

• Returns without an RMA will be refused
• The RMA number must be clearly displayed on the return package
• Returns requested after 30 days from delivery will not be accepted

To request an RMA, please contact support@poolsupplynow.com. We aim to respond to all return requests within 1–2 business days.

When your RMA is issued, you will receive written confirmation of the exact restocking fee (between 20% and 30%, set by the manufacturer), return shipping instructions, and the return ship-to address.

5. Return Shipping

For most returns, the customer is responsible for arranging and paying for return shipping.

• Parcel returns (UPS, FedEx, USPS): use a trackable, insured service. Pool Supply Now is not responsible for returns lost or damaged in transit.
• Freight returns (pool slides, diving boards, loungers, and other oversized items): Pool Supply Now will arrange the return freight pickup at the customer’s request. The cost of return freight will be quoted in advance and deducted from the refund.

For damaged, defective, or incorrectly-shipped items, Pool Supply Now will cover the cost of return shipping (see Sections 7 and 8).

6. Refunds

Approved returns are refunded to the original payment method, less the following:

• Original outbound shipping costs (including expedited shipping fees, if any)
• Return shipping costs (unless the return is due to a Pool Supply Now or carrier error)
• A restocking fee of 20% to 30%, depending on the manufacturer (confirmed at RMA issuance)

Refunds are based on the price actually paid, including any discounts or promotional pricing applied at checkout. Sales tax paid on the returned item is refunded in full.

Refunds are processed after the returned item is received and inspected at the return location. Processing time is typically 5–10 business days after inspection is complete. Bank or card network posting times are in addition to this window.

If the original payment method is no longer available (e.g., closed account or expired card), the refund will be issued as store credit or by mailed check, at our discretion.

7. Damaged or Defective Products

If a product arrives damaged or is not functioning properly:

• Visible damage at delivery must be noted on the delivery receipt and reported to Pool Supply Now within 48 hours of delivery
• Concealed damage (damage discovered after delivery) must be reported within 5 business days of delivery
• Defective products (working condition issues out of the box) must be reported within 5 business days of delivery

All reports must include a description of the issue, photos of the product and packaging, photos of shipping labels, and (where applicable) a copy of the signed delivery receipt. Retain all packaging until the claim is resolved.

Pool Supply Now will coordinate with the manufacturer to determine whether the product will be repaired or replaced, subject to availability and manufacturer policies. No restocking fee applies to items that arrive damaged, defective, or incorrectly shipped, and Pool Supply Now will cover the cost of return or replacement shipping.

8. Incorrect or Missing Items

If Pool Supply Now ships the wrong item, the wrong quantity, or a shipment is incomplete, contact us within 5 business days of delivery. We will coordinate the return of the incorrect item (at our cost) and ship the correct item at no additional charge.

9. Freight Shipments

For items delivered via freight carrier:

• Inspect all items at the time of delivery
• Note any visible damage on the delivery receipt
• If a full inspection is not possible before signing, write “Subject to Inspection” on the delivery receipt

Failure to properly document damage at delivery may limit or void the ability to file a freight claim.

10. Non-Returnable Items

The following items are final sale and not eligible for return:

• Custom, made-to-order, or special-order products
• Items marked as non-returnable or final sale on the product page
• Products that have been installed or where installation has been attempted
• Opened or unsealed electrical components, pool lights, or bulbs
• Opened filter cartridges or filter media
• Pool chemicals and other consumable materials
• Pool liners, covers, and made-to-measure goods

11. Manufacturer Warranty

Products sold by Pool Supply Now may include a manufacturer’s warranty. Warranty coverage, if applicable, is provided solely by the manufacturer. Pool Supply Now does not provide any independent warranties and expressly disclaims all implied warranties, including fitness for a particular purpose, to the extent permitted by law.

For items outside the 30-day return window, please contact Pool Supply Now and we will help coordinate a manufacturer warranty claim where coverage applies. Customers may also contact the manufacturer directly using the documentation included with the product.

12. Shipping Restrictions for Returns

Returns must be shipped from a U.S. address within the continental United States. We are unable to accept returns originating from Alaska, Hawaii, Puerto Rico, U.S. territories, APO/FPO addresses, or international addresses unless arranged in writing with Pool Supply Now in advance.

13. General Conditions

• Return authorization (RMA) does not guarantee a refund
• All returned items are subject to inspection upon receipt
• Items that do not meet return conditions may be refused, returned to the customer at the customer’s expense, or refunded at a reduced amount at our discretion
• Pool Supply Now reserves the right to deny returns that do not comply with this policy

14. Contact Information

For all return, refund, cancellation, warranty, or damage questions, please contact:

Pool Supply Now
Email: support@poolsupplynow.com
Phone: (888) 268-8182
Hours: Monday–Saturday, 9:00 AM – 6:00 PM EST