We strive to arm you with the knowledge, backed by our decades of experience in the pool supply industry, to enable you to purchase the right product for your pool system at the lowest possible price. We have established the following return policy in order to continue to provide you with the lowest prices possible. This policy is both fair and consistent with ethical and standard practices.
Wrong product shipped:
If Active Pool Supply ships you the wrong product by our mistake please contact us as soon as possible. We will promptly refund you in full or exchange it for the right product if returned undamaged to Active Pool Supply within 10 days from the date of your receipt of the merchandise. We will pay for the return shipping on any items that we've sent incorrectly. If the wrong product was ordered, the customer accepts responsibility and must request an RMA and pay to return the item. Active Pool Supply takes pride in assisting customers over the phone, but ultimately we have no way of knowing your exact system or application thoroughly and it is the responsibility of the customer to check their system and equipment and call the manufacture if more technical assistance is needed. It is also the responsibility of the customer to check the receipt that is immediately emailed for any possible issues or errors so they can be corrected before the order is processed and shipped.
Products damaged in transit:
While it's unfortunate, products are damaged by the delivery carrier from time to time. You must inspect the item(s) by opening the pallet and boxes to check for concealed freight damage. It is highly recommended that you remove the wrapping and/or box and inspect the product for hidden damage as well. Please clearly notate on the carrier’s paperwork that the item was damaged when it arrived, refuse the shipment and supply us with a copy of that paperwork. If the carrier will not let you remove the box, then please clearly write on the freight bill "Subject to Inspection for Damage". Please contact us so we can get you a replacement or find a solution for the damage to be repaired.
Products that do not qualify for return:
Some products will not qualify for return to Active Pool Supply. Any product that has been installed and/or used cannot be returned unless Active Pool Supply has received prior consent from the product's manufacture. Each case will be handled individually in this instance. As it is not possible for Active Pool Supply to have full knowledge or complete details of your pool system, we cannot accept responsibility for merchandise that is not compatible or does not function with your system. We always recommend that the buyer contact the manufacturer directly to determine that the product will be suitable in their environment, if in doubt.
Special order items:
Special order items most of the time are non-returnable. In some instances special order items may be returned to the manufacture but restocking fees and shipping charges will be incurred. Any restocking fees and shipping charges will be deducted from the refund amount issued by Active Pool Supply. All returned items require an RMA prior to being sent back.
Order must be less than 90 days old in order to be returnable. Return window starts at the date of receipt of order. A Return Merchandise Authorization (RMA) must be requested within this 90-day period. Once an RMA has been issued it is valid for 30 days.
Once our warehouse receives and verifies that the item is in new and saleable condition, a refund will be processed. This process is usually complete within three business days of its arrival back to us. We will then issue a refund to your credit card or PayPal account for the product price, minus any restocking or shipping fees (if applicable). If your credit card has expired, we will process a refund check. Refund checks are valid for 60 days from refund processing date. Shipping and handling charges will not be refunded. Once complete, we will email a receipt to you with the refund details.
Requesting an RMA:
Please request an RMA here: activepoolsupply.poolreturns.com using your email address and order number. We will then issue an RMA number which you can write on the return shipping label prior to returning the product(s). When authorized by Active Pool Supply, returned merchandise must be received within 30 days from the date of buyer's receipt of the merchandise, must be in the original undamaged packaging with all accompanying material, in saleable condition with freight paid in full by you, the buyer. A signed RMA also must be faxed or e-mailed prior to shipping the product back. Your account will be credited the full amount of the returned item less any applicable charges and fees.
We reserve the right to charge up to a 25% processing and restocking fee ($10 minimum). We also reserve the right to provide a return shipping label and deduct the shipping cost from your refund.
We reserve the right to charge a 20% processing and restocking fee ($20 minimum), original shipping, return shipping, and any other applicable refusal charges on products that would have qualified for an RMA. Products that would not have qualified will not be credited.
If your order has already been shipped, please request an RMA.