Problems with your order
For all shipping disputes or any shipping related complaints, please make sure to contacts us via email to support@poolnspastore.com within 30 days from the date of shipment. Carriers can only store tracking information for 30 days.
Product Pricing
Prices are subject to change. We get our products from many distributors and sometimes the parts are out of stock if the shipments are delayed. When that happens but you already placed the order online, we contact USA local dealers and try to get the part(s) for you. Local dealer price is usually always higher than the price we get from our distributors. In that case, we will offer price change and you can accept it or cancel your order. We never do price increase nor re-bill your credit card before we contact you via email or over the phone to ask for approval. Pool N Spa Store reserves right to cancel your order and give full refund if you are not responsive or do not want to proceed with a new price.
If in case a product is listed at an incorrect price due to typographical error, an error in pricing update or otherwise, Pool N Spa Store shall have the right to refuse or cancel any orders placed for that product(s) listed.
Pool N Spa Store shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and the User's credit card charged. If the credit card has already been charged, Pool and Spa Parts Depot shall issue a credit to the User's credit card account in the amount of the charge.
Payments
Pool and Spa Parts accepts all major credit cards including Visa, Master Card, American Express, and Discover through the website. You can also purchase your products through PayPal. All credit cards are processed through Authorize.net Credit Card Services for the security of your personal information as we do not see your credit card information. See Privacy Policy. If you pay through PayPal with a delayed payment your order will not be shipped until payment is final. Shipping is either USPS, ground, or 2-3 Business Day through a variety of shippers depending on your location.
Shipping
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. We reserve the right to cancel an order if the shipping is higher than what was charged through the automated website especially for international orders.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Cancellation
If you request that an order be canceled before it ships, we will pass on any cancellation or restocking charges that are charged from our suppliers or warehouses. It may take up to one week for the refund to complete.
Pool and Spa Parts ships products using FedEx, UPS and USPS depending on the shipping method you choose at checkout. Handling fees may be applied to orders below a certain amount. OnTrac is used in Western States of the US.
International Orders
For Alaska, Hawaii, Puerto Rico, Canada and other international orders, we will contact you via email to provide the applicable shipping and tax after you placed the order online.
Returns Policy
***There are NO returns on international orders.
***We do not accept returns for bulbs
All returns (except for returns involving a verified product defect or items that are special order, back ordered) are returnable within 30 days of invoice and are subjected to a 15% restocking fee.
All non-defective items must be returned in brand new condition, unused and uninstalled, in original packaging and in salable condition. Credit will be denied for items that show any signs of installation.
We will pay the return shipping costs if the return is deemed to be our error. Otherwise, you are responsible for the original and return shipping costs. If you ordered the wrong item or want to cancel the order, we will pass on any restocking fees, assuming it is eligible to be returned from our suppliers/vendors.
All returns require a Return Merchandise Authorization number (RMA #). If you have a return, please contact our us for your RMA # and return instructions. Any returns without a RMA number will not be accepted. Normally, RMA is issued after 1-3 business days of request. Please follow the Return Instructions sent via email closely and contact us if you have any questions or concerns.
We use warehouses all over the country to ship products to you as fast as possible. Sometimes issues with thousands of shipments coming in and out daily from these warehouses can happen. We apologize in advance if you are the .005% that are reading this because of an item that has to be returned. We do not pay for shipping back to the warehouses unless this is a fault of the websites (wrong item in package) If the item has a manufacturer defect and needs to be returned, the shipping on the item back to the warehouse is paid by the customer as we are not the manufacturer of the product. If the package is damaged in transit then the warehouse that shipped the item will file a UPS, FEDEX, or USPS Claim on the item, this process will require you to take a picture of the damaged item and the box the item came in and send an email along with the picture to support@poolnspastore.com. It's best to take multiple angles of the picture so the warehouse does not ask for more pictures.
Merchandise returned as defective will be thoroughly tested and inspected. For merchandise that is verified as defective, Pool N Spa Parts will either (at its sole discretion) replace the merchandise at no charge, or issue a full credit for the defective merchandise, including freight.
If inspection of merchandise shows improper use or installation by a customer, credit will be denied. Merchandise that is returned as defective, but that is determined to work properly, will be subject to a testing fee and the 15% restocking charge.
You should expect to receive your refund within four weeks of shipping back your item(s). However, in many cases you will receive a refund more quickly unless it is a special item that requires a thorough inspection by a specialist. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process and approve your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
By purchasing products from our website, you agree to our Return Policy.
Warranty Policy
Products purchased at Pool N Spa Store may or may not come with a manufacturer’s warranty.
Terms and conditions of the warranty vary from product to product. We recommend you contact either the manufacturer or their website for their specific terms and conditions. In some cases, once the item has been used, the manufacturer will only exchange the product for a new one and not a return for credit. In other cases, the manufacturer will refurbish, or repair the product.
- Original shipping fees are not covered under warranty.
- If the manufacturer requires the product to be shipped in for inspection, the customer is responsible for the shipping costs of orders received after 30 days. We will provide a prepaid shipping label for defective returns reported within 30 days.
- Modifying an item from its original condition may void the warranty.
- Using a product for something other than its intended use may void the warranty.
- Items shipped outside the US may NOT be covered under warranty. Please contact the manufacturer or review their website for details.
- Pool and Spa Store assumes no liability for any injury, loss or damage from the improper use of malfunction of any part we sell.