Refund and Return Policy

Return and Refund Policy

Cancellations & Refunds: At Pool Care HQ we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to support@poolcarehq.com or call us at 877-317-9936

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 877-317-9936 or email support@poolcarehq.com any time. 

Refunds and Returns

Return & Exchange Policy

We want you to be fully satisfied with your purchase. If you need to return or exchange a product, we’re here to help.

30-Day Return Window
You may return most items within 30 days of delivery for a refund or exchange.

Exchanges
If you'd like to exchange your product, you may do so within 30 days. Customers are responsible for any price differences between products. We will provide a free downloadable and printable return label to make the exchange process easier.

Returns
All returns are subject to a 25% restocking fee. We also offer a free downloadable and printable return label, so there are no additional shipping costs to return your item.

Important Notes:

  • Returned items must be unused, in original packaging, and in resalable condition.
  • Freight/LTL items may be subject to additional return handling considerations.
  • If you're returning a product and replacing it with another, we may be able to reduce or waive the restocking fee, depending on the item.

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. All orders are dispatched within 1-2 business days and delivered within 2-7 business days.

Order delays have proven to be unavoidable and outside of poolcarehq.com 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.

Please Read the Following

  • When you are making a purchase from poolcarehq.com, 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 is any damage and provide it to [your store name] within 24 hours of the product being delivered.
  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
  • I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.
  • I understand that if my order has left the warehouse, 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 and restocking fees, which vary by product, but are usually around 25%. 

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@poolcarehq.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival, or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above. 

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@poolcarehq.com.

Chargebacks

Our team of agents is 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 a 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 support@poolcarehq.com for any questions.

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