At PoolGearHub, we stand behind the quality of our pool supplies and equipment. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process to ensure you get exactly what you need for your pool maintenance.

Our Return Policy

You may return most items within 15 days of receiving your order. To be eligible for a return:

  • Item must be unused and in its original packaging
  • Original receipt or proof of purchase is required
  • Items must be in resalable condition

Important Exceptions:

For safety and hygiene reasons, we cannot accept returns on the following pool products:

  • Chemicals (including Chlorine, Algae Control, Balancers, and Phosphate Removers)
  • Opened Cleaning Tools
  • Used Filter Media or opened Filter Cartridges

These items are excluded from our standard return policy due to their specialized nature and potential safety concerns.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service within 15 days of receiving your order at [email protected] with your request. Use our template below to ensure we have all necessary information.
  2. Wait for approval – Our team will review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Package your items securely in the original packaging if possible, including all accessories and documentation.
  4. Ship your return to the address provided with your RMA authorization. We recommend using a trackable shipping service.

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear PoolGearHub Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Details of item(s) to return: – Product Name: – Quantity: – Reason for return: [For exchanges only] I would like to exchange this for: – Product Name: – Quantity: Please let me know the next steps to complete this process. Best regards, [Your Full Name] [Your Contact Information]

Refund Process

Once your return is received and inspected:

  • We will notify you of the approval or rejection of your refund
  • Approved refunds will be processed within 3-5 business days
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable, except in cases where we sent the wrong item or a defective product

Exchange Process

For exchanges of eligible items:

  • We will ship your replacement item once we receive your return
  • You will be responsible for return shipping costs unless the exchange is due to our error
  • If the replacement item costs more, you’ll need to pay the difference
  • If it costs less, we’ll refund the difference to your original payment method

Return Shipping Information

Return shipping costs are the customer’s responsibility unless the return is due to our error. We recommend:

  • Using a trackable shipping service
  • Insuring your package for its full value
  • Shipping to: PoolGearHub Returns, 774 School Street, Waterbury, US 06702

Damaged or Incorrect Items

If you received a damaged item or the wrong product, please contact us immediately at [email protected] with photos of the damaged item or incorrect product. We’ll arrange for a replacement or refund and provide a prepaid return label if needed.

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Business Hours: Monday-Friday, 9AM-5PM EST

Thank you for choosing PoolGearHub for your pool supply needs!