Refund policy
You have 30 days from the day your order arrives to request a return.
Everything must come back in new condition. INSTALLED UNITS ARE NOT ACCEPTED FOR RETURN. After a unit is installed, the manufacturer takes over all technical support and warranty service. If an installed unit is shipped back to us anyway, no refund will be issued.
For a return to qualify, the item must be exactly as you received it, unused, in its original packaging, with every tag, manual, and accessory included. Have your receipt or proof of purchase ready.
To begin a return, email sales@poolsupplyharbor.com. Approved returns go to 228 S Kenwood Street Apt 201, Glendale, CA 91205.
Once your return is approved we will send a return shipping label along with instructions on how and where to send the package. Anything shipped back before a return is requested will not be accepted. Return labels issued on buyer-initiated returns are billed to your refund at cost.
Reach us any time at sales@poolsupplyharbor.com with return questions.
Restocking Fee
Freight and oversized items sent back for any reason other than an error on our end carry a restocking fee of 15% of the item price. The fee covers inspection, repackaging, and putting the unit back into sellable stock. We confirm the exact amount in writing when your return is approved, before you ship anything back, so there are no surprises on the refund.
Cartons that arrive taped over, written on, or with shipping labels stuck directly to the manufacturer's box cannot be resold as new and are subject to the fee even on smaller items.
No restocking fee applies when we shipped the wrong item, the item arrived damaged, or the unit was defective on arrival.
Shipping Charges on Returns
Shipping is not refunded when the return is not caused by an error on our end. That covers changing your mind, ordering the wrong model or size, plans that fell through, no longer needing the item, and fitment or compatibility problems.
On these returns we keep the outbound shipping we paid, including on orders that shipped under a free shipping promotion where we absorbed the freight rather than billing it to you, plus the cost of return freight. Both come out of your refund alongside the restocking fee. Freight and oversized items cost far more to move than small parcels, and the deduction matches what the carrier actually charged us.
Deliveries you refuse, and shipments that come back to us as undeliverable, are handled as buyer-initiated returns and carry both the outbound and the return freight deduction.
If we sent the wrong item, or it showed up damaged or defective, we pay shipping in both directions and it costs you nothing.
Damaged Shipments and Other Issues
Check your order as soon as it arrives. Contact us right away if the item is defective, damaged, or not what you ordered, so we can look at it and make it right. Freight damage has to reach us within 48 hours of delivery, and any damage you can see should be written on the carrier's delivery receipt before you sign for it.
Items We Cannot Take Back
Some items are not returnable at all. This includes perishable goods, custom items such as special orders and personalized products, and personal care goods. We also cannot accept hazardous materials, flammable liquids, or compressed gases. Get in touch if you are unsure about a specific item.
Sale items and gift cards are final.
Exchanges
The quickest path is to return what you have and place a separate order for the item you actually want, so the new one ships without waiting on the return.
European Union 14 Day Cooling Off Period
If your order ships into the European Union, you may cancel or return it within 14 days for any reason, with no justification required. The item must be exactly as you received it, unused, in original packaging, with all tags, manuals, and accessories, and you will need your receipt or proof of purchase.
On orders cancelled under this right, the direct cost of returning the goods is yours. Any refund of outbound shipping is capped at our least expensive standard delivery method. The restocking fee above does not apply to EU cancellations made inside the 14 day window.
Refunds
Once your return reaches us and passes inspection, we will let you know whether it was approved. Approved refunds go back to the original payment method within 10 business days, minus any shipping and restocking deductions described here. Your bank or card issuer may need extra time to post the credit.
If 15 business days have gone by since we approved your return and nothing has landed, email sales@poolsupplyharbor.com.