Returning Goods or Faulty Goods

Returning goods. If your standard purchase is not what you wanted, you can return it to us unopened within 14 days for a refund of the item's value or credit towards an exchange.  Should this purchase be chemicals, any credit or exchange would be subject to the container remaining sealed and closed - any open or unsealed item cannot be returned for credit or refund.  If your order was £50 or under, delivery costs paid at the time of purchase will not be eligible for a refund unless agreed in advance with a member of staff.  Similarly, costs to return the item(s) are to be borne by the purchaser and also do not form part of the refund unless this has been agreed in advance.  Purchases made outside of the 14-day period may be considered for return but this could be subject to a restocking charge depending on the condition of the item.  We do not accept the return of bespoke items unless damaged.

Damaged delivery. In the event your goods arrived damaged, please notify us immediately so we can arrange a replacement.  It would be beneficial for us if you could provide photographs or a short video of the package you have received to allow us the opportunity to review it.  These can be sent to admin@poolstore.co.uk for action.  If your item has not been sent directly from us, we will need to liaise with our supplier teams, and having the evidence from the start of the process would allow us to show them how the goods were received.

Missing items. Items to follow or to be sent via an alternative carrier/supplier will be highlighted on your packing note.  Occasionally with multiple parcels, it is possible that our carrier will not deliver all on the same day.  Their tracking status advised via email will state “partially delivered” as long items e.g. telescopic poles or lengths of pipe may require a further day due to their policy handling goods over a certain length.  If this is not delivered the next working day, please let us know so we can follow up with the carrier for you.  If the goods have become severely compromised during the transit process, these will be placed on hold at the depot nearest to the delivery location and we should be advised to allow us to send a replacement to you.  If your tracking status says “delivered” and something is still missing, please let us know so we can arrange to resolve for it you.

Inflatable goods. These are warranted against manufacturing faults e.g. if it fails to inflate properly from purchase, we will arrange a replacement. If there is a fault e.g. a small hole or bad seam joint and you can locate it, we request that you cut around the fault and post just that piece to us. We will arrange a replacement. If you can not find the leak then cut around the inflation valve and just send that. This means that you will not have to return the entire item, which is particularly helpful in the case of large items. Faults with inflatable items must be notified to us within 7 days of receipt.

Incorrect goods. Mistakes happen, we get it - should we inadvertently despatch the wrong volume or item, please notify us immediately so that we may rectify the problem at no additional cost to you.  If you have ordered the incorrect product e.g. pH reducer instead of pH increaser we will do what we can to help.  Please note, collection costs are disproportionate to delivery costs and potentially the value of the goods (minimum £30.00 per consignment).  You may either decide to keep it for future use or choose to return the item at your cost as this will be less than we would need to charge if we arrange this for you.  Provided the returned goods arrive with us unopened and in a resellable condition, our agreed action e.g. replacement or refund (subject to any restocking charge as appropriate) will take place.

Faulty goods. If the item you have purchased from us develops a fault please contact us.  We may be able to help troubleshoot the issue either in-house or via technical help from one of our supplier teams.  It is dependent upon the item with the fault what warranty period may apply; some are offered on a pro-rata basis only.  Should the item have a serial number, please supply this along with some photographs or a short video demonstrating the fault and first send it by email to admin@poolstore.co.uk to support your request.  We appreciate this might not always be possible but would be very grateful for an attempt as it is likely this will need to be referred to our supplier teams for further action.  This may involve returning the unit to them for investigation so this will need to be adequately packaged as any further damage sustained in transit could invalidate any claims.  You will be issued with a returns note to be included with the item with a request a copy of this document is placed on the outside of the box.  Alternatively, this may involve arranging an engineer's visit to the site that we will make every attempt to arrange it to take place as soon as possible.  As this is likely to involve third parties and/or specialists, this will have to fit around their other commitments and consequently may not be able to take place as quickly as you would like or need.  Our policy in the case of third-party callouts necessitates payment details to be held at the office before confirming a site visit as standard. Once the returned item has been investigated or the engineer has attended the site, we will be informed of their findings - this will determine whether the reported fault or fault found is validated under the warranty terms of the item.  If considered a non-warranty fault e.g. incorrect water chemistry, you will be informed of the cost to repair the item which will require full payment before any repairs are undertaken.  Repairs or parts needed for items under warranty will be supplied free of charge. These terms do not affect your statutory rights as a consumer.