Returns

DIY Pool Shop strives to offer our customers the best quality and lowest price for items offered for sale on our site.  To continue doing so, we have structured our return policy to be reasonable and consistent to the same practices in the pool industry. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product. While some of our competitors may sell used or refurbished items for the same or at a lower price, we only sell new items and therefore, we do not authorize returns on merchandise that have been used and/or installed.

Wrong product shipped:
If the wrong product was ordered, the customer accepts responsibility and must request a Return Merchandise Authorization (RMA) from DIY Pool Shop and must pay for the return cost of shipping of their returned item back to the manufacturer. It is the customer’s responsibility to check their pool or spa system and equipment as DIY Pool Shop has no way of knowing the exact pool system or application of the product customer is ordering and installing. If technical assistance is needed for installation of product purchased, it is the customer’s responsibility to call the technical support of the item’s specific manufacturer. It is also the responsibility of the customer to check their emailed receipt upon purchase for any possible errors or issues so they can be corrected before the order is processed and shipped. 

Products damaged in transit:
You must inspect the purchased item(s) upon receipt by opening the pallet and /or box to check for any concealed freight damage. It is highly recommended that the customer remove the wrapping and/or box and inspect the product for hidden damage as well as obvious damage to outside packaging as soon as item is received. Please take a picture, clearly notate on the carrier’s paperwork that the item was damaged when it arrived, refuse the shipment and supply DIY Pool Shop with a copy of that notated carrier paperwork and picture of damage. If the carrier will not let you remove the box, then please clearly write on the freight bill "Subject to Inspection for Damage” and notify carrier within 24 hours verbally and followed up with written notice that damage was found.  Keep the product in a safe place for inspection in as close to the same condition as it was when delivered. Please contact us right away so we can get you a replacement item or find a solution for the damaged item. Once you have signed for the product and accepted delivery, the carrier and DIY Pool Shop are no longer responsible and the product is yours. There are NO Exceptions. Your signature is your acknowledgement that your order is free of damage if not noted otherwise on the freight bill.

If Purchased Product is Delivered by carrier other than freight shipping:   

It is your responsibility to inspect products that are delivered to you to determine if your items have any damage or defects.  You MUST notify us via email at sales@DIYPoolShop.com of damage or defects within 5 business days of item delivery.  There are NO EXCEPTIONS.

If you notify us of damage or defects within 5 business days of delivery:

• Email us at sales@DIYPoolShop.com to report the damage with pictures of the item's defect or damage.
• We will offer either free replacement parts; a discount to keep the item as is; allow a refund minus shipping and applicable fees; or offer a replacement.
• We are an online only dealer and are unable to perform or coordinate repairs for damaged items.
• Your items cannot be installed or used in any way to be eligible for replacement parts, a discount, or a refund/full replacement.
• If you choose to keep the item for a discount or to accept replacement parts, you have 3 business days to accept or reject the offer.  You still cannot use or install your items during this time.
• Keep packaging, box, and items in case the item needs to be inspected by the freight carrier.

If you don't notify us of damage via email within 5 business days:

• We will not offer any refunds, free replacement parts, discounts, or exchanges under any circumstances.  After 5 business days, we are outside of our time window to file claims with the carrier or manufacturer.
• We may be able to sell you replacement parts for repair.

Products that do not qualify for return:
Some products will not qualify for return to DIY Pool Shop or the manufacturer. These products are any that have been installed and/or used and cannot be returned unless DIY Pool Shop has received prior consent from the product's manufacturer. These will each be handled individually.

As it is not possible for DIY Pool Shop to have full knowledge or complete details of a particular customer’s pool system, we cannot accept responsibility for merchandise ordered that is not compatible or does not function with that particular customer’s system or equipment. We always recommend that the purchaser contacts the manufacturer directly to determine that the product they are considering purchasing will be suitable and compatible with their existing system and equipment.

The customer assumes all purchase responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this policy is in place due to the enormous variety and complexity of pool systems and pool products on the market. It is our experience with purchased products, that the majority of cases where a product does not work as desired, it is not due to a product defect, but rather an incompatible or inappropriate product being purchased for the intended application, or a problem with the purchaser’s system. If you need the contact information to a manufacturer, please contact us and we will forward that information to you promptly.

We do not accept returns on above ground pools, spas, pool liners, pool domes, safety covers, fire and water features, specialty or custom order items. We do not authorize returns on merchandise that have been used and/or installed. 

Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units, are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please email us at sales@DIYPoolShop.com. 

All sales are final for Custom Made and Made to Order products.

Products believed to be defective or incompatible:
As it is not possible for DIY Pool Shop to have full knowledge or complete details of a particular customer’s pool system, we cannot accept responsibility for merchandise ordered that is not compatible or does not function with that particular customer’s system or equipment. We always recommend that the purchaser contacts the manufacturer directly to determine that the product they are considering purchasing will be suitable and compatible with their existing system and equipment.

The customer assumes all purchase responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this policy is in place due to the huge variety and complexity of pool systems and pool products on the market. It is our experience with purchased products, that the majority of cases where a product does not work as desired, it is not due to a product defect, but rather an incompatible or inappropriate product being purchased for the intended application, or a problem with the purchaser’s system. If you need the contact information to a manufacturer, please contact us and we will forward that information to you promptly.

In the event that your purchase is defective, it is extremely important that you contact us and/or in some cases, the manufacturer directly for resolution before attempting to return the product in question. Many manufacturers have technical support and warranty service centers who will be happy to assist in making sure that your purchased product is functioning properly, and if not, they will take steps to see that any defect is handled quickly. 

Please note, some of our Fire and Water Feature products may arrive with residue on them, which is a byproduct of the manufacturing process. DIY Pool Shop is not responsible for the costs associated with cleaning or removing manufacturing residue from delivered products.

Warranty information:
Most products sold by DIY Pool Shop carry a manufacturer warranty. If you feel you have a defective product, please refer to the warranty information packaged with your product. Please email sales@diypoolshop.com if you require assistance. 

If an item was damaged upon arrival, and not reported within 5 business days, that is not a warranty claim.

Visit our FAQ page for more information on manufacturer warranties.

Return window:
Order must be less than 30 days old in order to be returnable. Return window starts at the date of receipt of order. A Return Merchandise Authorization (RMA) must be requested within this 30-day period. Once an RMA has been issued it is valid for those 30 days.

Return method:
Any return must have an authorized RMA number on the shipping label or the returned item will be refused and no credit issued as DIY Pool Shop will have no way of knowing who is returning the product or who to credit for the return.  Once the warehouse receives and verifies that the item is in new and saleable condition, a refund will be processed. The refund is usually completed within five (5) business days of the returned merchandise receipt by the warehouse. Within the five (5) business days, there will be a refund issued to your credit card or PayPal account used to purchase the product for the product price, minus any restocking, processing or shipping fees. If the refund is unable to process to the method of purchase due to your credit card expiring, we will process you a refund check which will be mailed to the address supplied at the time of the RMA request. Refund checks are valid for 30 days from refund processing date. Shipping and handling charges will not be refunded. Once the refund has been made on our end, we will email a receipt to you with the refund details.

Restocking / processing fees:
All returns and cancellations are subject to a 25% restock or processing fee which is charged to us by the manufacturer and must be passed on to the purchaser. This restocking fee will be deducted from the amount of the customer refund.

Responsibility for return shipping costs:
Purchaser is responsible for paying return shipping costs, restocking, and processing fees.

Products shipped by freight carrier:
Returns, defective or otherwise, which were originally shipped by freight truck line (non FedEx, DHL, UPS or USPS) must also be returned via freight truck at purchaser’s expense. A product that was delivered by freight truck but shipped back a different manner than was originally shipped to purchaser, will be refused and all costs will be the responsibility of the purchaser who returned the merchandise.

Requesting an RMA: 
Please request an RMA through sales@diypoolship.com using your email address, order number and “RMA Request” in the subject line. Once request has been received and reviewed to confirm an RMA can be issued on merchandise, DIY Pool Shop will issue an RMA number. Purchaser returning the merchandise must write the RMA number on the return shipping label prior to returning the merchandise if return shipping label is not provided by DIY Pool Shop.

All returns must have an authorized RMA number on the shipping label or the returned item will be refused and no credit will be issued by DIY Pool Shop as we will have no way of knowing who is returning the product or who to credit for the return.

All authorized return merchandise by DIY Pool Shop, must be received within 30 days from the date of the purchase to receive a refund. The merchandise must be in new condition with return freight or shipping paid in full by purchaser. A signed RMA from purchaser must also be e-mailed to sales@diypoolshop.com prior to purchaser shipping the returned merchandise.

DIY Pool Shop will refund the full amount of the returned item less any applicable charges and fees within 5 business days of receiving returned item if the returned item is in new, saleable condition and is not an above ground pool, spa, pool liner, pool dome, safety cover, fire or water feature, specialty or a custom order item. The purchaser’s method of payment for merchandise will be credited the full amount of the returned item less any applicable charges and fees.

Why request an RMA?
Product returns are subject to the authorization of DIY Pool Shop and/or the manufacturer of the product. Any return must have an authorized RMA number on the shipping label or the returned item will be refused and no credit issued as DIY Pool Shop will have no way of knowing who is returning the product or who to credit for the return. The purchaser will be responsible for return shipping, unless you have been mistakenly shipped an incorrect product other than what is listed on your invoice. If DIY Pool Shop supplies the return shipping label, the shipping label will already have the RMA number on the label and purchaser will not need to re-write the number on the label. 

RMA charges:
DIY Pool Shop reserves the right to charge up to a 25% processing and restocking fee (a $10 minimum). We also reserve the right to provide a return shipping label and deduct the return shipping cost from purchaser’s refund.

Refusal charges:  
DIY Pool Shop reserves the right to charge a 25% processing and restocking fee ($10 minimum), original shipping, return shipping, and any other applicable refusal charges on products that would have qualified for an RMA but purchaser did not have one obtained from DIY Pool Shop. No refunds will be credited to purchaser for merchandise returned without an RMA number or for items that would not have qualified for an RMA.

Cancelling an order:
Cancellations are only allowed if the product has not been shipped. As orders are quickly processed and shipped upon payment, DIY Pool Shop cannot guarantee cancellation. If you wish to cancel an order, please email us at sales@diypoolshop.com and include your order number and "cancel" in the subject line. Note: your order has not been cancelled unless you receive an email from us confirming cancellation. A 25% Manufacturer restocking fee and shipping charges will be incurred on cancelled orders and will be deducted from the refund amount issued by DIY Pool Shop.

 Above ground pools, spas, pool liners, pool domes, safety covers, fire and water features, specialty or custom order items cannot be cancelled or returned once ordered is placed by purchaser.  

Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units, are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message us at sales@DIYPoolShop.com. 

All sales are final for Custom made and Made to order products.

If your order has already shipped, please request an RMA from sales@DIYpoolshop.com.

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelming demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of DIY Pool Shop's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Chargebacks

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received your product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact sales@DIYPoolShop.com for any questions.

PLEASE READ THE FOLLOWING:

When you are making a purchase from DIY Pool SHop, you are acknowledging the following of the Exchange Agreement:

• I understand I am to inspect the package upon delivery, and notate and take pictures if there are any damages and provide it to sales@DIYPoolShop.com within 24 hours of the product being delivered by freight and within 5 business days for other carriers.
• I understand that I am responsible for the cost of return shipping, the cost of a new product shipping, 6% processing and 25% restocking fees in the case of a refund or exchange. 
• I understand that products need to be returned unopened and unused and must have an RMA issued by sales@DIYPoolShop.com to be eligible for return.
• I understand that if my order has left the warehouse, that I am unable to receive a full refund. 
• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees, 6% processing and 25% restocking fee.
• I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of DIY Pool Shop.
• I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of DIY Pool Shop (such as manufacturing and logistical constraints of our partner companies).

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.