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While we never expect an issue with the products we carry, sometimes it may become necessary to return a product. If the need arises, please contact customer support within business hours and secure a Return Merchandise Authorization (RMA) within 30 days of the date of purchase. We’re happy to help you with your issue to hopefully help fix the problem at hand, and to also verify your item’s eligibility for return. Refunds will be processed once items are received at the designated return destination and the condition has been inspected and approved. Before purchasing, please note the following important information.

All Returns:
Unlike many of our competitors, we do not sell used or refurbished items, so products must be returned in new condition in the original packaging; including warranty cards, and all owners' manuals to be returned in the condition in which the product was received. The return of used items must be authorized by the manufacturer, if covered by an applicable guarantee. Refused deliveries may result in delay or denial of refund and fees listed below.

Product damaged in shipping:
In the rare and unfortunate circumstance where a delivery carrier has damaged an item, report the damage and tracking number of the item immediately to the carrier. Document the damage and keep any relevant paperwork from the carrier; contact us and provide us with a copy of any documentation. Keep the item safe from further damage or environmental wear-and-tear. A damage claim may need to be initiated; we will happily help you find a solution for repair or replacement of the damage.

Wrong product delivered:
If by chance CircuPool ships you the wrong product by mistake, we’ll do everything we can to make it right. Fulfillment mistakes that we make resulting in the shipment of the incorrect product to you will be accepted for return. Call us to obtain an RMA; we’ll provide a return label for the mistaken item and accept it once returned undamaged for full refund or exchange it for the right product. If the wrong product was ordered, the customer must call us to obtain an RMA and return the item unused, undamaged, and freight prepaid. CircuPool takes pride in assisting customers & providing helpful information, but we have no way to know everything about your system or application, and it is ultimately the responsibility of the customer to check that the items they order is the correct choice for their system and equipment.

Products Believed To Be Defective or Incompatible:
If you feel you have a defective product, please refer to the warranty information packaged with your product or posted on the relevant manufacturer’s website. We will be glad to help you troubleshoot or find a solution to your issue, and also help connect you to the manufacturer’s warranty support. It is incumbent upon you to contact in a timely manner manufacturer warranty support for a solution before attempting to return a product. Most manufacturers have technical or warranty support teams that will gladly make sure your product if functioning properly, and if not to take steps to handle any defect quickly. If a warranty solution is not possible, most manufacturers must authorize the return of a used product. CircuPool does not express or imply any warranties, and all warranties are the responsibility of the manufacturer. CircuPool expressly disclaims liability for any injury, loss, damage, or cost (including labor) of any kind arising from the use or inability to use any item we sell. Though we try to be helpful and to provide as much information about products as possible, it is not possible for CircuPool to have full knowledge of your pool equipment application or pool system’s needs, and we cannot accept responsibility for the purchase of products that are not compatible or may not function with your system.

Non-refundable and Non-returnable items:
Some products do not qualify for return. Chemicals or chemical test products, pool cleaners, used filter elements, special order items or custom items, items under $15, heaters or heat pumps cannot be returned for any reason; warranty issues will be handled by the manufacturer.

Return Window:
Returns will only accepted for return if an eligible RMA is issued within 30 days from the date of purchase. Once an RMA is issued, it will be valid for 30 days. Transactions beyond this period are subject to warranty policies as stated in the owner's manual and cannot be refunded.

Standard Fees:
With the sole exception of fulfillment mistakes, all original-condition returns are subject to a basic 10% restocking fee and less the original cost of shipping (even if the shipping charge was reduced or waived due to a promotion). Return freight is the sole responsibility of the customer. Products must be returned in new condition in the original packaging, including warranty cards and all owners' manuals. If the item is returned, but not in the new condition with original packaging, your return may be refused or the restocking fee may be increased to 25%. Deliveries refused without authorization from CircuPool may result in delay or denial of refund, may be subject to up to a 15% restocking fee, and are subject to freight charges both ways. Payment processing fees from the original transaction will not be returned if the payment processor’s policy does not refund these charges, e.g. PayPal.

Refunds:
Refunds will be issued once the product is received and inspected, and will be processed within 1 to 5 business days after receipt of merchandise. Depending on your payment processor, normal time for this refund to appear on your statement can be an additional 10-14 business days.

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