Returns & Exchanges - New

Returns & Exchanges | Poolzilla
Poolzilla Policies

Returns &
Exchanges

We want you to be satisfied with every order. If something isn't right, we'll work with you to make it right. No 20% restocking fees, no runaround. Questions before you return? Call us first — we often resolve issues faster over the phone. (732) 395-2225

✓ No restocking fee on standard returns. Unlike most pool supply companies that charge 20–30% restocking fees, we don't charge a restocking fee on standard eligible returns. You get back what you paid for the product.

Standard Return Policy

We accept returns on most items within 30 days of delivery under the following conditions:

  • Item must be unused, uninstalled, and in its original packaging
  • All original components, hardware, manuals, and warranty cards must be included
  • Item must be in resalable condition — same as it arrived to you
  • You must contact us first to initiate a return and receive a Return Authorization (RA) number
  • Returns shipped without an RA number will not be accepted

Once we receive and inspect your return, a refund will be issued to your original payment method within 5–7 business days.

Return Shipping Costs

Return Reason Who Pays Return Shipping
Item is defective or not working ✓ Poolzilla pays
We shipped the wrong item ✓ Poolzilla pays
Item arrived damaged ✓ Poolzilla pays
Ordered wrong size or wrong item Customer pays return shipping
Changed your mind / no longer needed Customer pays return shipping
Defective items: Contact us first before shipping anything back. We'll verify the issue, provide a prepaid return label, and get a replacement or refund processed as quickly as possible.

Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Pool chemicals — chlorine, algaecide, shock, balancers, and all other chemicals (safety and regulatory requirement)
  • Custom or special-order items — any product ordered specifically for you that is not standard inventory
  • Cut-to-size liners — vinyl liners custom-cut to your pool's dimensions
  • Used or installed products — any item that has been installed, used, or placed in water
  • Opened or damaged packaging — items returned in a condition that prevents resale
  • Items past the 30-day return window
Not sure if your item is returnable? Call or text us before you return anything — (732) 395-2225. We'd rather talk through it and find a solution than have you go through the return process unnecessarily.

Restocking Fees

We do not charge a restocking fee on standard eligible returns. However, a restocking fee may apply in the following situations:

  • Special order items: Products ordered specifically for you that are not standard inventory may be subject to a restocking fee based on the vendor's policy. We will disclose this before you place a special order.
  • LTL freight returns: Large items returned via freight (pool kits, large equipment) may incur outbound and return freight costs which will be deducted from your refund. We will provide the exact costs before processing.
  • Refused LTL shipments: If you refuse a freight delivery without prior authorization, you will be responsible for both outbound and return freight charges.

Pool Kits — Return Policy

Pool kit returns require special handling due to their size and LTL freight requirements:

  • Pool kits may be returned within 30 days if completely unused and in original shrink-wrapped condition on the original pallet
  • You must contact us before initiating any pool kit return — do not ship it back without speaking to us first
  • Return freight costs for pool kits will be the customer's responsibility unless the kit was defective or we made an error
  • Kits that have been opened, assembled, or had water added cannot be returned

How to Initiate a Return

  1. Contact us first — call (732) 395-2225, text, or email sales@poolzilla.com with your order number and reason for return
  2. Receive your RA number — we'll review your request and issue a Return Authorization number if eligible
  3. Pack and ship — securely repack the item in its original packaging and write the RA number clearly on the outside of the box
  4. Ship it back — we'll provide a prepaid label if we're covering shipping, or you can ship via any trackable carrier
  5. Refund processed — once received and inspected, your refund is issued within 5–7 business days
Always get a tracking number when returning an item. We cannot process a refund for a return we haven't received, and tracking is your proof of shipment.

Exchanges

Need a different size, color, or model? We're happy to process an exchange on eligible items within 30 days. Contact us to discuss — in many cases we can ship the replacement before receiving the return to minimize your wait time.

Return or Exchange Questions? Call us first — we often solve problems faster over the phone than through a return process.
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