1. Return Eligibility

1.1 Time Frame
Customers can request a return or exchange within 14 days of receiving their order.

1.2 Condition
Returned products must be unused, unopened, and in their original packaging with all tags intact. Returns will not be accepted for items that have been used, damaged, or altered by the customer.

1.3 Non-Returnable Items

• Products marked as sale or clearance.
• Pool chemicals that have been opened.
• Customized or special-order products.
• Gift cards or discount codes.

2. Return Process

2.1 Initiating a Return
Contact our customer support team via email or phone, providing your order number and the reason for the return. We will provide a Return Authorization Code (RAC) and detailed instructions.

2.2 Packaging the Product
Ensure the product is securely packed in its original packaging, including all accessories and the RAC. Make sure the product is not damaged during shipping.

2.3 Return Shipping
Customers are responsible for return shipping costs unless the product is defective or incorrect. We recommend using a trackable shipping method to avoid loss or damage.

3. Refund Policy

3.1 Processing Time
Once we receive and inspect the returned product, refunds will be processed within 5-7 business days.

3.2 Refund Method
Refunds will be issued to the original payment method. Depending on your bank’s policies, it may take additional time for the refund to appear on your account.

3.3 Restocking Fee
A restocking fee may apply to returned items unless the return is due to an error on Ezpooly’s part.

4. Exchange Policy

4.1 Exchange Process
To exchange a product, return the original item and place a new order. This ensures faster processing and product availability.

4.2 Defective or Incorrect Items
If you receive a defective or incorrect item, contact us immediately. Ezpooly will provide a replacement at no extra cost and instructions for returning the incorrect item.

5. Damaged or Lost Items

5.1 Damaged Items
If the product is damaged upon delivery, contact us within 48 hours of receiving the item and provide detailed photos of the product and packaging. We will arrange for a replacement or refund.

5.2 Lost Items
Ezpooly is not responsible for items lost during the return shipping process. We recommend using a shipping service with tracking and insurance.

6. Final Sale Items

Products marked as “Final Sale” or “Clearance” are not eligible for returns, exchanges, or refunds. Please review the product details carefully before purchasing.

7. International Returns

7.1 International Orders
Customers outside the country are responsible for return shipping costs, including customs duties and taxes. Ezpooly is not responsible for delays caused by customs or shipping carriers.

7.2 International Refunds
Refunds for international orders may be subject to exchange rate differences and additional bank fees.

8. Contact Information

For questions or further assistance, please contact our customer support team:

• Email: [email protected]
• Phone: +1-800-POOLY-CARE
• Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (local time).

Ezpooly is committed to providing the best service to help you keep your pool clean and safe!