Returns & Exchanges
Welcome to Poolzilla! Please take a moment to review our return policy below:
We offer a 30-day return window from the date of receipt for refunds or exchanges. If 30 days have elapsed since your purchase, unfortunately, we cannot accept returns or exchanges.
If you are outside of the 30-day return window but the item has manufacturing defects, please contact us at sales@poolzilla.com.
Eligibility Requirements: We kindly request a receipt or proof of purchase to complete the return process: provide your order ID / Invoice # and the name and shipping address used for the order.
Items Excluded from Returns: Certain items cannot be returned, including:
- Any orders of hazardous materials including sanitizing chemicals, non-chlorinated oxidizing chemicals, acids and bases, and paint or paint-related products.
- All custom orders including, but not limited to, custom safety covers, custom spa covers, and custom pool liners.
- Any opened pool liners or pool covers.
- Any used or installed equipment including circulating pumps, filters, heaters, heat pumps, motors, and lights. (unless otherwise stated.)
- All shipping and handling charges are non-refundable.
Partial Refunds: Under specific conditions, partial refunds may be granted:
- Items showing very visible signs of use or without their original packaging
- Items not in their original condition, damaged, or missing parts for reasons not due to our error
- Some returns initiated more than 30 days after delivery
Refund Procedure: Upon receiving and inspecting your return, we'll send you an email confirming receipt and approval or rejection of your refund. Your refund will be processed to your original method of payment once the return has been confirmed received.
Late or Missing Refunds: If you haven’t received your refund, please first check your bank account. Then contact your credit card company and bank, as processing times may vary depending on your cardholder.
For further assistance, or if you are certain your refund hasn’t gone through, please reach out to us at sales@poolzilla.com with your order number/invoice number, and if available: the tracking information for your return.
Shipping Details: To start a return, please email us at sales@poolzilla.com.
You are responsible for the shipping costs associated with returning your item.
Please note, that shipping costs are non-refundable. Depending on your location, shipping times for exchanged products may vary. For items over $75, consider using a trackable shipping service or purchasing shipping insurance to verify we receive your return and may proceed with your refund.
At Poolzilla, we value your business and strive to make your experience as pleasant as possible. If you have any questions or concerns about our return policy, please don't hesitate to contact us.