Pool Bros Returns & Refunds Policy
At Pool Bros, we are dedicated to offering top-quality products and ensuring that every customer enjoys a smooth, satisfying shopping experience. We understand that sometimes returns may be necessary, and we’re here to make the process as straightforward as possible.
Our returns policy below provides all the details you need to initiate a return, including eligibility, timelines, and any necessary steps to ensure a quick and hassle-free experience. Please review the policy carefully, and don’t hesitate to reach out to our team if you have any questions or need further assistance.
Your Right to Cancel Your Order
If you’ve purchased items online or by phone, you have the right to cancel all or part of your order within 14 days of delivery under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR). To cancel your order, you must notify us in writing within 14 days of delivery, and then return the items within an additional 14 days. Please note that this policy excludes made-to-order and custom items, such as hot tubs, swimming pools, and swim spas, which are non-refundable.
- Condition of Return: Items must be unused, with original labels attached, and any components unopened. You are responsible for taking reasonable care of the goods until they are returned.
- Return Shipping Costs: For returns due to a change of mind or any reason other than a defect, the customer is responsible for all return shipping costs.
- Collection Service: If you prefer, we can arrange a collection service at an additional charge. Please contact email hello@poolbros.co.uk or phone 01432 620850 for pricing details.
Refund Processing: We will issue a full refund within 14 days of receiving the goods, including standard delivery charges if applicable. Refunds will be processed via the original payment method. Enhanced delivery charges are non-refundable.
Returning Defective or Incorrectly Supplied Items
If any items are found to be defective or incorrectly supplied, you may return them within 14 days of delivery.
- Report Damage or Faults: Contact us by phone or email immediately upon noticing a defect or error in your order, providing photos or details as needed.
- Shipping Costs for Defective Returns: Pool Bros will cover the return and redelivery costs for defective items. We will endeavour to provide replacements promptly or issue a refund if a replacement is not available.
Returning Faulty Goods (Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If a product does not meet these criteria, you have the right to reject it within 14 days of purchase for a full refund.
- Faulty Item Returns Process: To reject faulty items, please complete our returns form and include it with the return shipment.
- Refund and Replacement: If goods are returned due to fault, we will offer a repair, replacement, or a full refund (including delivery charges). Please refer to the Consumer Act 2015 website for further information. Click Here
Important Notes
- Custom-Made Products: Made-to-order and custom items, like hot tubs, swimming pools, and swim spas, are non-refundable unless faulty.
- Responsibility for Return Shipments: We recommend using a tracked and insured delivery service for your protection, as Pool Bros is not liable for any loss or damage incurred in transit.
- Reduction in Refund for Damage in Transit or Use: Pool Bros reserves the right to reduce your refund if items are returned in a damaged or used condition (e.g., items show signs of wear or grazes).
Returns Address
Pool Bros.
The Hive, Stretford Bridge Business Park, Hereford, HR6 9DQ
Customer Service:
Tel: 01432 620850
Email: hello@poolbros.co.uk
Please refer to the Consumer Act 2015 website for further information. Click Here
