Home Returns Policy

Returns Policy

We strive to arm you with the knowledge, backed by our decades of experience in the pool supply industry, to enable you to purchase the right product for your pool system at the lowest possible price. We have established the following return policy in order to continue to provide you with the lowest prices possible. This policy is both fair and consistent with ethical and standard practices.

Unlike many of our competitors, we do not sell used or refurbished items, and therefore returned products that are used and/or installed cannot be resold. Occasionally manufacturers will guarantee (not to be confused with warranty) their products and we will honor their guarantee, provided you follow their procedure for returning the product.

Wrong product shipped:
If Active Pool Supply ships you the wrong product by our mistake please contact us as soon as possible. We will promptly refund you in full or exchange it for the right product if returned undamaged to Active Pool Supply within 10 days from the date of your receipt of the merchandise. We will pay for the return shipping on any items that we've sent incorrectly. If the wrong product was ordered, the customer accepts responsibility and must request an RMA and pay to return the item. Active Pool Supply takes pride in assisting customers over the phone, but ultimately we have no way of knowing your exact system or application thoroughly and it is the responsibility of the customer to check their system and equipment and call the manufacture if more technical assistance is needed. It is also the responsibility of the customer to check the receipt that is immediately emailed for any possible issues or errors so they can be corrected before the order is processed and shipped.

Products damaged in transit:
While it's unfortunate, products are damaged by the delivery carrier from time to time. You must inspect the item(s) by opening the pallet and boxes to check for concealed freight damage. It is highly recommended that you remove the wrapping and/or box and inspect the product for hidden damage as well. Please clearly notate on the carrier’s paperwork that the item was damaged when it arrived, refuse the shipment and supply us with a copy of that paperwork. If the carrier will not let you remove the box, then please clearly write on the freight bill "Subject to Inspection for Damage". Please contact us so we can get you a replacement or find a solution for the damage to be repaired.

If concealed damage is later discovered, please notify the carrier as quickly as possible (within 24 hours) and follow up with them via written notice. Hold the container and product for inspection in as close to the same condition as it was when delivered. Once you have signed for the product and accepted delivery, the carrier and Active Pool Supply are no longer responsible and the product is yours. Your signature is acknowledgement that your order is free of damage if not noted otherwise on the freight bill.

Products that do not qualify for return:
Some products will not qualify for return to Active Pool Supply. Any product that has been installed and/or used cannot be returned unless Active Pool Supply has received prior consent from the product's manufacture. Each case will be handled individually in this instance. As it is not possible for Active Pool Supply to have full knowledge or complete details of your pool system, we cannot accept responsibility for merchandise that is not compatible or does not function with your system. We always recommend that the buyer contact the manufacturer directly to determine that the product will be suitable in their environment, if in doubt.

Buyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system. If you need the phone number to a manufacturer, please contact us and we will forward that information to you promptly.

Special order items:
Special order items most of the time are non-returnable. In some instances special order items may be returned to the manufacture but restocking fees and shipping charges will be incurred. Any restocking fees and shipping charges will be deducted from the refund amount issued by Active Pool Supply. All returned items require an RMA prior to being sent back.

Products believed to be defective or incompatible:
As it is not possible for Active Pool Supply to have full knowledge or complete details of your pool system, we cannot accept responsibility for merchandise that is not compatible or does not function with your system. We always recommend that the buyer contact the manufacturer directly to determine that a product will be suitable in their environment. Buyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system. In the event that you feel your purchase is defective, it is incumbent upon you to contact us and/or the manufacturer directly for resolution before attempting to return the product in question. Most manufacturers have technical support and warranty service centers that will be more than happy to assist you in making sure that your product is functioning properly, and if not, will take steps to see that any defect is handled quickly.

Warranty information:
Nearly all products sold by Active Pool Supply carry a manufacturer warranty. If you feel you have a defective product, please refer to the warranty information packaged with your product. Please email [email protected] if you require assistance.

Visit our FAQ page for more information on manufacturer warranties.

Return window:
Order must be less than 30 days old in order to be returnable. Return window starts at the date of receipt of order. A Return Merchandise Authorization (RMA) must be requested as soon as possible to ensure the item is received within the time allotted.

Return method:
Once our warehouse receives and verifies that the item is in new and saleable condition, a refund will be processed. This process is usually complete within three business days of its arrival back to us. We will then issue a refund to your credit card or PayPal account for the product price, minus any restocking or shipping fees (if applicable). If your credit card has expired, we will process a refund check. Refund checks are valid for 60 days from refund processing date. Shipping and handling charges will not be refunded. Once complete, we will email a receipt to you with the refund details.

Restocking / processing fees:
If returned product is a normally stocked item and can be sold as new, no restocking fee will be deducted from credit, in most cases. If the returned product was a special order or a drop-ship from manufacturer, up to a 25% restock fee will be deducted from the refund. This is the fee charged to us, and must be passed on to the consumer. All returns and cancellations are subject to a restock or processing fee.

Responsibility for return shipping costs:
Customer is responsible for paying return shipping costs.

Products shipped by freight carrier:
Returns, defective or otherwise, which were originally shipped by freight truck line (non FedEx, DHL, UPS or USPS) must also be returned via freight truck at customer's expense. A product that was delivered by freight truck but shipped back another way will be refused and all costs will be the responsibility of our customer.

Requesting an RMA:
Please request an RMA here: activepoolsupply.poolreturns.com using your email address and order number. We will then issue an RMA number which you can write on the return shipping label prior to returning the product(s). When authorized by Active Pool Supply, returned merchandise must be received within 30 days from the date of buyer's receipt of the merchandise, must be in the original undamaged packaging with all accompanying material, in saleable condition with freight paid in full by you, the buyer. A signed RMA also must be faxed or e-mailed prior to shipping the product back. Your account will be credited the full amount of the returned item less any applicable charges and fees.

Why request an RMA?
Product returns are subject to the authorization of Active Pool Supply and/or the manufacturer of the product. If a package is returned without an RMA there is no way to know what product is being returned or whom to credit back. Therefore any package returned without an RMA number on the shipping label will be refused. You, the buyer, will be responsible for return shipping, unless we have shipped a product other than that which was expressly ordered by you. If Active Pool Supply provides the label it should already have the RMA number on it.

RMA charges:
We reserve the right to charge up to a 25% processing and restocking fee ($10 minimum). We also reserve the right to provide a return shipping label and deduct the shipping cost from your refund.

Refusal charges:
We reserve the right to charge a 20% processing and restocking fee ($20 minimum), original shipping, return shipping, and any other applicable refusal charges on products that would have qualified for an RMA. Products that would not have qualified will not be credited.

Cancelling an order:
Cancellations are only allowed if the product has not been shipped or picked up. We pride ourselves on quickly processing and shipping orders, therefore we cannot guarantee cancellation. If you wish to cancel an order, please email us at [email protected] and include your order number and "cancel" in the subject line, this will route your email to the correct team. Note: your order has not been cancelled unless you receive an email from us confirming cancellation.

Special order items typically can't be cancelled or returned. In some instances special order items may be returned to the manufacture but restocking fees and shipping charges will be incurred. Any restocking fees and shipping charges will be deducted from the refund amount issued by Active Pool Supply.

If your order has already been shipped, please request an RMA.