Return Policy - Satisfaction Guaranteed & Hassle Free
At Salt Pool Store we do not sell used or refurbished items, and therefore returned products that are used and/or installed cannot be resold.
We have established the following return policy in order to continue to provide you with the lowest prices possible. This policy is both fair and consistent with ethical and standard practices in the pool industry.
If Salt Pool Store ships you the wrong product by our mistake please contact us as soon as possible.
Products damaged in transit:
While it's unfortunate, products are damaged by the delivery carrier from time to time. You must inspect the item(s) by opening the boxes to check for concealed freight damage. It is highly recommended that you remove the wrapping and/or box and inspect the product for hidden damage.
Please contact us via email with the subject line " Damaged In Transit : - with also your order number ) and also a photo of the damaged item.
Any product that has been installed and/or used cannot be returned.
Buyer assumes all responsibility without exception, We apologize, but this is due to the huge variety and complexity of pool systems and spare parts. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system or settings.
Products believed to be defective or incompatible:
As it is not possible for Salt Pool Store to have full knowledge or complete details of your pool system, we cannot accept responsibility for merchandise that is not compatible or does not function with your existing system. We always recommend that the buyer contact the manufacturer directly or follow any troubleshooting guides available.
Buyer assumes all responsibility without exception, We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system or setting on their system. In the event that you feel your purchase is defective, it is incumbent upon you to contact us directly for resolution before attempting to return the product in question.
We have technical support via email and are warranty agents and will be more than happy to assist you in making sure that your product is functioning properly as per manufacturer instructions, and if not, will take steps to see that any defect is handled quickly.
All products sold by Salt Pool Store carry a manufacturer warranty. If you feel you have a defective product after 30 days you would need to make a warranty claim you need to fill in the warranty form to process a claim.
Order must be less than 30 days old in order to be returnable. Return window starts at the date of purchase.
Once our warehouse receives and verifies that the item is in new and saleable condition, a refund will be processed. This process is usually complete within three business days of its arrival back to us. We will then issue a refund to your credit card or PayPal account for the product price, minus any restocking or shipping fees (if applicable). Shipping and handling charges will not be refunded. Once complete, we will email a receipt to you with the refund details.
If returned product is a normally stocked item and can be sold as new, up to a 25% restock fee will be deducted from the refund.
Customer is responsible for paying return shipping costs.
When authorized by Salt Pool Store, returned merchandise must be received in the original undamaged packaging with all accompanying material, in saleable condition with freight paid in full by you, the buyer. A tracking number also must be e-mailed after shipping the product back. Your account will be credited the full amount of the returned item less any applicable charges and fees.
To return your product, you should mail your product to:
Salt Pool Store
7200 Intermodal Drive
Louisville Kentucky 40258
( Physical pick-up & returns will not be accepted at the above address under any circumstances and all items need to be sent via USPS,UPS, FEDEX etc. )
If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We reserve the right to charge a 25% processing and restocking fee ($25 minimum), original shipping, return shipping, and any other applicable refusal charges on products
Cancellations are only allowed if the product has not been shipped and a tracking number was not created. Therefore we cannot guarantee cancellation.