Refund policy

Refund & Return Policy

At POOLFORT, we want you to be fully satisfied with your purchase. If you are not, you may return eligible items within 30 days of delivery, subject to the conditions below.

Because pool chemicals are regulated oxidizers and hazardous materials, some items cannot be returned once opened, used, or removed from their original packaging. Please read the sections below before starting a return.

1. RETURN WINDOW

Retail orders: 30 calendar days from the delivery date. Wholesale, pallet, and bulk orders: different terms apply — see Section 8.

2. ITEMS ELIGIBLE FOR RETURN

To be eligible, an item must be:

  • Unopened, unused, and in its original, unbroken manufacturer packaging
  • In resalable condition, with all seals, labels, and documentation intact
  • Accompanied by proof of purchase (order number or receipt)

3. ITEMS THAT CANNOT BE RETURNED

For safety and regulatory reasons, we cannot accept returns of:

  • Any chlorine tablet, shock, or chemical product that has been opened, used, or has a broken safety seal
  • Any product exposed to water, moisture, heat, or contamination
  • Bulk, pallet, and drum quantities (freight items) once shipped — see Section 8
  • Clearance or final-sale items

Hazardous materials such as oxidizers cannot be shipped back through standard carriers. If you believe a chemical product is defective, contact us first via store live chat (Section 4) and we will resolve it without requiring a return shipment.

4. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

If your order arrives damaged, leaking, short-shipped, or you received the wrong item:

  • Contact us within 48 hours of delivery via store live chat
  • Include your order number and clear photos of the product, packaging, and shipping label
  • Do not discard the product or packaging until your claim is resolved

Verified claims are resolved with a replacement shipment or a full refund, at your choice. We cover all costs in these cases, including return freight where a return is required.

5. HOW TO START A RETURN

Contact us via store live chat with:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

We reply within 1 business day with return instructions.

6. RETURN SHIPPING

  • Non-defective returns (change of mind): the customer is responsible for return shipping. Original shipping charges are non-refundable.
  • Defective, damaged, or incorrect items: we cover return shipping.

Return shipping for chemical products must comply with all applicable hazardous-materials regulations. If you are unsure whether your item can be shipped back, contact us first via store live chat.

7. REFUNDS

  • Once your return is received and inspected, we notify you of approval or rejection within 2 business days.
  • Approved refunds are issued to the original payment method (card or Alibaba Pay) within 5–10 business days.
  • If an item is not in resalable condition, we may issue a partial refund or decline the return.

8. WHOLESALE, PALLET, AND BULK ORDERS

Wholesale orders are often produced or staged specifically for your order, so different terms apply:

  • Orders may be cancelled without charge within 24 hours of confirmation, as long as production or staging has not begun.
  • After production or staging begins, the 30% deposit is non-refundable.
  • Once a pallet or bulk shipment has shipped, the order cannot be cancelled or returned. Freight, duties, and handling charges are non-refundable.
  • If a wholesale shipment arrives damaged or short, report it within 48 hours of delivery with photos and a delivery receipt (BOL) noting the damage. We file the freight claim and resolve it with you.
  • Verified quality or specification issues are replaced or credited at our cost.

9. CANCELLATIONS

Retail orders may be cancelled free of charge before they ship — usually within 1 business day. Once an order has shipped, it is handled as a return under this policy.

10. CHARGEBACKS AND DISPUTES

Please contact us before filing a chargeback or payment dispute. We resolve the vast majority of issues directly and quickly via store live chat.

11. CONTACT POOLFORT

Company: Foshan Liming E-Commerce Co., Ltd. Email: alex.lee.pool@gmail.com We will respond within 1 business day.