At Pool Supplies Shop, we’re committed to making your pool and hot tub maintenance as effortless as possible. Our comprehensive shipping and returns policy ensures you receive quality products with complete peace of mind.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and public holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to suit your needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Includes full tracking
  • Free Shipping:
    • Available for orders over £50
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

International Customers: We ship globally (excluding some Asian and remote regions). International customers are responsible for any customs fees or import taxes.

Returns & Exchanges

We stand behind our pool and hot tub products. If you’re not completely satisfied, you may return most items within 15 days of receiving your order.

Eligibility Requirements

  • Items must be unused and in original packaging
  • Proof of purchase required (order number or receipt)
  • Returns must be initiated within 15 days of delivery

Non-Returnable Items

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

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

How to Return an Item

Follow these simple steps:

  1. Contact us within 15 days by emailing [email protected] with:
    • Your order number
    • Product details
    • Reason for return
  2. Wait for approval – We’ll respond within 2 business days with return instructions
  3. Package items securely in original packaging when possible
  4. Ship your return to our Wolverhampton address (return shipping at customer’s expense)
  5. Receive confirmation when we process your return (typically 3-5 business days after 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

  • Refunds processed within 5-7 business days after we receive and inspect your return
  • Credited to your 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 once we receive the return

Damaged or Incorrect Items

If you receive damaged or incorrect products:

  1. Contact us immediately at [email protected]
  2. Include photos of the issue
  3. We’ll arrange a replacement or refund at no additional cost

International Returns

  • Customers outside the UK are responsible for return shipping costs and customs fees
  • We recommend using a trackable shipping service
  • Refunds processed in GBP – exchange rate differences may occur

Pool Expert Assistance: Before returning an item, our pool experts may be able to help troubleshoot issues with chemicals, accessories, or equipment. Contact our customer service team for advice – we’re happy to help!

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

+000 000 000
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Last Updated: [Insert Date]