At Pool Supplies Shop, we stand behind the quality of our pool and hot tub products. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process to ensure you get exactly what you need for your pool maintenance and enjoyment.

Our Returns Policy

You may return most items within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in original packaging, and in resalable condition
  • Proof of purchase is required (order number or receipt)
  • Certain products are non-returnable (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened pool chemicals (including chlorine, algaecides, and sanitisers)
  • Used hot tub filters or cleaning products
  • Personal care items that have been opened
  • Custom-ordered fibreglass pool components

These exceptions help us maintain the highest safety standards for all our customers.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our team within 15 days of receiving your order by emailing [email protected] with your request
  2. Provide details including your order number, product details, and reason for return
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your items securely in the original packaging if possible
  5. Ship your return to our Wolverhampton address (return shipping is at customer’s expense)
  6. Receive confirmation when we process your return (typically within 3-5 business days of receipt)

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Pool Supplies Shop Team,

I would like to request a return/exchange for my recent order #[Your Order Number]. The details are as follows:

  • Product Name: [Product Name]
  • Quantity: [Number of Items]
  • Reason for Return: [Brief Explanation]
  • Preferred Resolution: [Refund/Exchange for [Product Name]]

Please advise on next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable (except in cases of our error)
  • For exchanges, we’ll ship your replacement item once the return is received

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item or incorrect product
  • We’ll arrange for a replacement or refund at no additional cost to you

International Returns

For customers outside the UK:

  • You are responsible for return shipping costs and any customs fees
  • We recommend using a trackable shipping service
  • Refunds will be processed in GBP – exchange rate differences may occur

Need Help With Your Pool Products?

Before returning an item, our pool experts may be able to help troubleshoot any issues with your pool chemicals, hot tub accessories, or equipment. Contact our customer service team for product advice – we’re happy to help!

For any questions about our returns policy, please contact us at [email protected] or call +44

+000 000 000
.

Last Updated: [Insert Date]