Do not return goods without a return authorization!
You can request a return authorization using your account on Poolweb.com. After you request a return, you will receive instructions from our customer service department on how to return your order properly. Please follow all directions as listed on the RA to properly return the item. All item(s) returned without an authorized RA number will be refused at the time of delivery and returned to the customer at the customer’s expense. All returns must be shipped back to the proper warehouse as listed on the RA. Please DO NOT ship the items back to the location that they were shipped from. Please ensure that the RA number is clearly written on the package and a copy of the RA is enclosed in the package in order to ensure proper credit. NOTE: Goods must be received at our warehouse within 30 days of the original sale date.
Credits and Refunds
If you are unsatisfied for any reason with a product you receive, we will gladly accept the item back within 30 days of the original sale date.
All items stocked in our warehouse that are received back in sellable condition will be credited back in full less a 10% restocking fee.
All items that are brought in via special order or drop shipped directly from the manufacturer are subject to a minimum 25% restocking fee (can vary based on manufacturer rates and policies).
NOTE: All returned item(s) are subject to inspection. All approved returns must be in new and sellable condition, including all original packaging, accessories, paperwork (i.e. owners manual, warranty card, etc.) or be subject to an additional 10% restocking fee as well as any additional fees incurred to enable us to resell the product. Any product that looks used, dirty, worn, etc. and cannot be resold as new, cannot be returned and no credits will be issued. Ask your customer service representative if you are unsure if a fee will apply to your returned items.
Shipping and Packaging
To protect your returned items and ensure full credit will be applied, please repack all items using all original packing materials when possible. Double box your items to prevent damage in transit. If your return is damaged in shipping due to poor packaging, we will not accept the return for a credit of any type.
- Insure for the full value of the items.
- Write the RA number on the shipping label and outside of box.
- Keep your tracking number – we are not responsible if your item(s) are lost in transit.
- NOTE: You are responsible for merchandise until it safely reaches our warehouse. Items received damaged will not be issued credit.
Aquatic Technology Inc. takes every possible measure to ensure your order will arrive to you safely and that items are in perfect working condition. Occasionally, you may receive an item that is not functional due to a manufacturer defect. If your purchase arrives to you and appears to be inoperative, CALL US IMMEDIATELY (800-446-6416) so our technician can assist in troubleshooting the problem or connecting you with the original manufacturer for replacement. Items found to be defective will be repaired or replaced at the discretion of Aquatic Technology Inc. and/or the original manufacturer. Defective items cannot be returned for credit.
If the shipping carrier returns an item to us because it was refused or undeliverable at the address provided, a 25% restocking fee will apply along with the round trip shipping cost for the package. If the item was shipped for free, outbound shipping fees (tariffs and duties for international shipments) will be charged back at the time of the return.
Swimsuits and Apparel Orders
Swimsuits and apparel may be returned to our warehouse in their original packaging and unworn within 30 days of your order date. Due to Health Department regulations, we are unable to accept worn swimwear including swimsuits and apparel that has been laundered, snagged, or damaged in any way. If a suit is returned and is found to be worn or otherwise damaged, no credits will be issued. NOTE: All swimsuits and apparel returned to us will be assessed a 25% restocking fee.
All custom and special order items are 100% guaranteed to be free of defects. Orders for custom merchandise and/or special order items not currently listed on our website cannot be cancelled once processed. These item(s) are specifically ordered for you and cannot be returned for credit or exchange.
Exceptions to the Return Policy (the following items may not be returned):
- Paint and Pool Patch Repair
- Chemicals or Hazardous Materials
- Custom Signs
- Electronic Items (Heater Parts, Electrical Components, Light Bulbs, Replacement Lamps)
- Inflatable Items
- Aboveground Pools
- Mouthpieces, Whistles or other items needing sanitization
- Items that have been used or installed
- Limited Quantity or Discontinued Items