Returns Policy


At Pool Services Group, your satisfaction is our top priority. We understand that sometimes things don’t work out as planned, and that’s why we’ve made our return process guide. Whether you need to exchange an item, or have any concerns about your purchase, our team is here to help.

Please read the following guidelines to understand how our return policy works and how we can assist you in making your shopping experience with us enjoyable and worry-free.


Product Return Procedure

For any undamaged product, simply return it to our physical location with its included accessories and packaging, along with the original receipt, within 14 days of the date you received the product. We will gladly exchange it or offer a voucher.

In addition, please note the following:

  • Products can be returned only in the country in which they were originally purchased.
  • There are some items that are non-returnable, described in the section below.

Non-Returnable Products and Parts

Electronic and internal components for products such as, but not limited to pool heaters, swimming pool robots, and pool cover, salt systems, are classified as non-returnable items.

Although these items can be purchased by the public, due to the specialized nature of these items, which in most cases are ordered specifically for conducting internal repairs and warranty services performed by PSG technicians or certified personnel, make them non returnable. 

    Damages and Product Defects

    Any faults, breakages, damages, or queries regarding our products must be reported within 48 hours of installation or receipt by the client/customer.

    If the items are delivered by our logistics partner or any other third-party delivery service, the client must ask the delivery agent to complete a damage report at the time of delivery.

    Once this report is filed, one of our team members will contact you to resolve the issue promptly.


    Products under warranty or Guarantee

    Warranty Claims and Returns:

    • Clients are responsible for the cost of returning equipment they believe is covered by a warranty to our registered office.
    • Once a warranty claim is verified, PSG will, at its discretion, either repair or replace the equipment.
    • PSG will cover the cost of returning the repaired or replaced equipment to the client.

    Refund of Delivery Costs:

    • If the warranty claim is substantiated, PSG will refund the client for the cost of delivery incurred.

    Return Procedure:

    • Clients must inform PSG of their intention to return the equipment, and both parties should agree on the return cost.
    • Clients can arrange their own return logistics or request a quote from PSG’s logistics partner, DHL.

    Testing and Non-Warranty Issues:

    • If, upon testing, the equipment is found to be in working order or the issue is not covered by the warranty terms, PSG will notify the client.
    • A detailed report explaining why it is not covered by the warranty will be provided, along with the cost of the repair.
    • The client is responsible for the cost of returning the equipment in such cases.

      *Warranties and guarantees regarding the supply of equipment are held by either the manufacturer or distributor and not Pool Services Group.

      Pool Services Group undertakes to liaise between the client and either the manufacturer or distributor. Final decisions on the validity of a warranty claim are with the manufacturer or distributor.

      Equipment must be used and maintained in accordance with the description of use and the operating manual.

      In the case of Norsup products, you must register with the ‘Norsup’ within 14 days of purchase. Details on how to register come with the heater. Failure to register could invalidate the warranty.

      The liability under the terms of the warranty is limited to the value of the goods and does not extend to any consequential loss or other expense however incurred.

      *(Warranties are valid from date of purchase).

      In the case of replacement of defective parts, the warranty does not include disassembly and assembly, nor damages.


      Cost of Returning a Product

      The customer is responsible for the cost of returning the product. This cost will be reimbursed if the manufacturer or distributor determines that the item is covered under the terms of their warranty.

      For products purchased online, over the phone, via email, or through any other means not involving one of our physical locations, and delivered by us or one of our couriers, the same rule applies.


      Exemptions to the Right of Withdrawal

      The right of withdrawal does not apply in the following cases:

      • The supply of goods manufactured according to your specifications or clearly individualized, such as custom-made pool covers.
      • Products that have been modified by you.


      Specifications for Certain Products Under Warranty


      Pool Covers (PVC + Polycarbonate Covers)

      • Chemical Maintenance: Pools must be maintained within the chemical guidelines defined for safe bathing. Failure to adhere to these guidelines will invalidate any warranty.
      • Third-Party Work: Any work carried out by a third party following the initial installation by our engineers may invalidate the warranty. Third-party engineers should only be used after consultation and agreement with Pool Services Group (PSG).
      • Site Visits by PSG Engineers: If you request a PSG engineer to make a site visit and the repairs do not fall under the terms of the warranty, charges will apply. These charges will be confirmed prior to any site visit.


      You agree to indemnify and hold Pool Services Group harmless from any demands, loss, liability, claims, or expenses (including attorneys’ fees), made against them by any third party due to, or arising out of, or in connection with warraties, products, services, your use of the website or any of the services offered on the website.


      Limitation of liability

      To the maximum extent permitted by applicable law, in no event shall Pool Services Group, be liable for any indirect, punitive, incidental, special, consequential, or exemplary damages, including without limitation, damages for loss of profits, goodwill, use, data or other intangible losses, arising out of or relating to the use of, or inability to use, the service.

      To the maximum extent permitted by applicable law, Pool Services Group assumes no liability or responsibility for any (i) errors, mistakes, or inaccuracies of content; (ii) personal injury or property damage, of any nature whatsoever, resulting from your access to or use of our service; and (iii) any unauthorized access to or use of our secure servers and/or any and all personal information stored therein.


      Products and Services

      When buying an item, you agree that:

      • you are responsible for reading the full item listing before making a commitment to buy it
      • you enter into a legally binding contract to purchase an item when you commit to buy an item and you complete the check-out payment process.

      The prices we charge for using our services / for our products are listed on the website or quoted by us. We reserve the right to change our prices for products displayed at any time and to correct pricing errors that may inadvertently occur.

      Retention of right to change offering

      We may, without prior notice, change the Services; stop providing the services or any features of the services we offer; or create limits for the services. We may permanently or temporarily terminate or suspend access to the services without notice and liability for any reason, or for no reason.

      Right to change and modify Terms

      We reserve the right to modify these terms from time to time at our sole discretion. Therefore, you should review these page periodically. When we change the Terms in a material manner, we will notify you that material changes have been made to the Terms. Your continued use of the Website or our service after any such change constitutes your acceptance of the new Terms. If you do not agree to any of these terms or any future version of the Terms, do not use or access (or continue to access) the website or the service.

      Preference of law and dispute resolution

      These Terms, the rights and remedies provided hereunder, and any and all claims and disputes related hereto and/or to the services, shall be governed by, construed under and enforced in all respects solely and exclusively in accordance with the internal substantive laws of Spain, without respect to its conflict of laws principles. Any and all such claims and disputes shall be brought in, and you hereby consent to them being decided exclusively by a court of competent jurisdiction located in Murcia. The application of the United Nations Convention of Contracts for the International Sale of Goods is hereby expressly excluded.

      Customer support details & contact info

      You can contact us at any time to discuss how we hold and use your information and how to exercise your data protection rights.
      Please contact us by email at
      or by post at  Calle Mallorca 42, Poligono Industrial, Alto de Villar, 30730, San Javier, Murcia


















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