Refund policy
1. Return Period
We have a 30-day return policy, which means you have 30 days after receiving your item (Delivery Date) to request a return. If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.
2. Hazardous Materials & Safety Regulations Important:
Due to the nature of our products (Pool Chemicals like Chlorine Tablets and Shock), they are classified as Hazardous Materials. Standard shipping carriers (like USPS) may strictly prohibit individuals from mailing these items without proper Hazmat certification and labeling.
- Do not attempt to return items without contacting us first. Unauthorized returns may be rejected by the carrier or the warehouse due to safety compliance regulations.
3. How to Start a Return (Step-by-Step)
To ensure a smooth return process, please follow these steps:
- Request a Return: Contact us at service@ppoolclub.com with your order number and reason for return.
- Review & Approval: We will review your request. If approved, we will provide you with specific Hazmat return instructions and the return address.
- Ship the Item: Pack the item securely (unopened) and ship it using the method advised in our instructions.
4. Eligibility for Returns
To ensure safety and compliance, the eligibility conditions depend on the reason for your return:
- For "Change of Mind" Returns: To be eligible for a return because you changed your mind or ordered the wrong item, your item must be in the same condition that you received it: unopened, unused, and in its original sealed packaging. Due to safety risks, we strictly cannot accept returns of opened chemical containers for resale purposes.
- For Defective or Damaged Items: The "unopened/sealed" condition does not apply to items that arrived damaged or defective.
5. Return Process & Address
Items sent back to us without first requesting a return will not be accepted. Our designated return address for approved returns is: 80 Bierstadt Rd,Thornton,CO,80260, USA
6. Return Shipping Costs
The party responsible for return shipping costs depends on the reason for the return:
- For Defective, Damaged, or Wrong Items: We (POOLKTFY) will cover the return shipping costs. We will provide you with a pre-paid return shipping label.
- For "Change of Mind" Returns: If you are returning an item because you changed your mind or ordered the wrong product, you (the customer) will be responsible for the return shipping costs. Please note that shipping heavy Hazmat items can be expensive. We advise verifying compatibility before purchase.
7. Restocking Fee
We do not charge a restocking fee for returns.
8. Damages and Issues
Please inspect your order upon reception. If the item is defective, damaged (e.g., broken bucket, leakage), or if you receive the wrong item, please take photos and contact us within 7 days of delivery at service@ppoolclub.com so that we can evaluate the issue and make it right.
9. Exceptions / Non-Returnable Items
We cannot accept returns on:
- Opened chemical containers (Safety Hazard)
- Sale items
- Gift cards
10. Order Cancellation & Transaction Fees
If you wish to cancel an order, please contact us immediately.
- Before Shipping: We will refund the full amount.
- Transaction Fees: Please note that if the cancellation is requested by the customer (e.g., changed mind), the transaction fees charged by the payment processor (e.g., Shopify Payments, Stripe, PayPal) may not be refundable. This is because these third-party platforms do not refund their processing fees to us even when an order is cancelled.
11. Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 10 business days have passed since we’ve approved your return, please contact us.
12. Contact Information
For any questions regarding returns or refunds, please contact us:
- Email: service@ppoolclub.com
- Business Address: 1942 Broadway St. STE 314C Boulder CO 80302, USA