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General Information
Defective Products
Non-Defective Returns - Unopen / Unused / Uninstalled
Non-Defective Returns - Open / Used / Installed - NO returns unless authorized by manufacturer
Cancellations
Refused Orders
Wrong Product Shipped
Return Goods Authorizations (RGA)
Chargebacks
GENERAL INFORMATION
If you are NOT certain whether or not the product you wish
to purchase will work for you, we STRONGLY recommend that
you contact the manufacturer for advice and guidance, as we
do not allow returns on open box, used, or installed merchandise UNLESS AUTHORIZED
BY THE MANUFACTURER OF THE PRODUCT. Products are warranted to be
free from defects in materials and workmanship, however, not all
manufacturers guarantee that their products will work in all environments.
Pool and spa systems are very diverse, can be very complex, and in disrepair.
Most manufacturers DO NOT guarantee that their products will work in
all environments
Returns, cancellations, and refunds are subject to the
policies of Discount Pool and Spa Supplies, our
distributors, and/or the manufacturer of the product, as set
forth below. All returns must be accompanied by a RGA
number. All returns not accompanied by a RGA number will be
refused and buyer will be responsible for all related
shipping charges. Buyer will also be responsible for any and
all re-stocking fees levied by the distributor / manufacturer, and
/or Discount Pool and Spa Supplies.
Refunds are allowed only on unopened, and unused/uninstalled
merchandise, subject to the terms set forth below, unless
the manufacturer of the product you wish to return
authorizes returns based on their guarantee policies for
that particular product.
We hope you can understand that unlike many of our
competitors, it is our policy not to sell used or
refurbished items, and therefore used and installed products
cannot be re-sold. 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.
We have provided, wherever possible, links to websites and/or webpages
where you can find more detailed product information directly from
the manufacturer. A box in the upper right-hand corner of the
screen while viewing products will direct you to the manufacturer's
website. Also, where available, a link directly to the product's webpage
is provided below the product description.
Buyer assumes all responsibility, without exception, outside of the
manufacturer's stated guarantee, warranty, or return policy.
No other warranty is expressed or implied
by Discount Pool and Spa Supplies.
Our experience has shown that in the majority of cases where
a product does not work as desired or expected, it is not
due to a product defect, but rather the wrong product, or a
problem with the buyer's system.
DEFECTIVE PRODUCTS
If within the first 30 days you feel your purchase is defective, we
request that you first consult your manual/instructions to
be certain all directions were properly followed. Also
consult the troubleshooting section, if any. Most of the
time, these procedures will help you to identify and solve
the problem. Should these fail, contact the manufacturer
directly to help you with the installation and/or operation
of your purchase before attempting to exchange the
product in question.
Manufacturers have technical support and warranty service
centers that will assist you in making sure that your
product is installed/functioning properly, and are much more
highly trained in their product lines and will be much
better equipped to assess the nature of the problem and
assist you.
If it is determined that your product is defective, they
should make arrangements to see that any defect is
handled quickly, either by exchanging the defective product
or arranging to have it repaired.
Typically, if it is determined that your product is defective
within the first 30 days, it will replaced rather than
repaired, but this is decided by the manufacturer and/or the type
of product and method of shipment. RGA
Defective exchanges, if not arranged directly by the manufacturer, require
a RGA number from us.
After 30 days, no RGA's will be issued - you must seek warranty
assistance from the manufacturer.
NON-DEFECTIVE RETURNS - UNOPEN / UNUSED / UNINSTALLED
Returned merchandise must be received within 30 days from
the date the order was placed, must be in the original,
UNOPENED packaging, with all accompanying materials,
manuals, registration cards, data sheets, and original
receipt, in saleable condition, freight paid, and
accompanied by a RGA number WRITTEN ON THE
SHIPPING LABEL ONLY. Writing directly on the box will
necessitate our charging you additional re-stocking
fees.
We reserve the right to charge up to a 25% restocking
fee, a 15% processing fee, and original shipping charges
(that were included in the original price). These charges
apply to refused items as well.
NON-DEFECTIVE RETURNS - OPEN, USED, AND/OR INSTALLED
These returns are subject to stated manufacturers' return,
guarantee, and warranty policies. In the event that a
return privilege is granted, buyer must obtain a
RGA
number from the manufacturer and/or Discount Pool and Spa
Supplies. Buyer also assumes all costs for shipping,
including originating shipping and handling, and re-stocking fees.
CANCELLED ORDERS
Orders may not be cancelled if in the hands of the carrier. Once
product has shipped, we cannot re-call the item back from
the shipper. To return the product, follow the procedure for
non-defective returns.
REFUSED ORDERS
Refused orders are subject to all shipping related costs, a
25% restocking fee, (not less than $10.00), and a 10%
processing fee. This does not apply to orders where we
shipped the wrong product or product was refused due to
damage in transit.
WRONG PRODUCT SHIPPED
We apologize! We will remedy the situation by
expeditiously sending out the correct product, and
arrange to have the product that was sent in error picked
up and returned at no cost to you. We will
occasionally, at our sole discretion, use expedited
ground or air services in this situation.
OBTAINING A RETURN GOODS AUTHORIZATION (RGA)
After 30 days, no RGA's will be issued - you must seek warranty
assistance from the manufacturer.
Returns will not be accepted if item was shipped by truck
line (subject to exclusions set forth herein). As
stipulated above, unless the product suffered obvious
physical damage in transit, or we shipped the wrong product,
and shipment is consequently refused by the buyer at the
time and place of delivery, buyer understands that remedy in
this instance will be warranty service from the
manufacturer's field warranty service centers.
All returns must be accompanied by a RGA (return goods
authorization) number and original invoice, subject to
additional conditions as outlined above. All returns must
be unopened, unused, have all accompanying materials, manuals, registration
cards, data sheets, and original receipt, and accompanied by
an RGA number WRITTEN ON THE SHIPPING LABEL ONLY. Writing
directly on the box will necessitate our charging you
additional re-stocking fees Any item returned without a
RGA/RMA MARKED CLEARLY ON THE SHIPPING LABEL - (NOT ON THE
PACKAGING) will be refused, and the shipper will be
responsible for return shipping AND ANY AND ALL RELATED
CHARGES.
Please
contact us at the toll-free number provided on your sales
receipt or order confirmation sent via email.
CHARGEBACKS
Any and all chargeback fees assessed to us by any customer credit card banking
institution will be charged back to customer. Please contact us prior to contacting
your credit card company if you have an issue that needs to be resolved.
Discount Pool and Spa Supplies reserves the right to modify or amend this policy at any time without prior notice.
Revised and ammended July 19, 2005
Revised and ammended May 29, 2008
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