Returns and refunds
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Returns and refunds Policy
How do I return a product?
For any undamaged product, simply return it with its included accessories and packaging along with the original receipt within 7 days of the date you receive the product, and we will 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.
- Some personal items are not eligible for return.
How long do I have to return a product?
The product must be returned with the original receipt within 7 days of the date you receive the product.
Cost of returning a product
The customer is responsible for the cost of returning the product, this cost will be reimbursed if it is deemed by the manufacturer or distributor that the item is covered under the terms of their warranty.
Products under Warranty or Guarantee
When we receive a valid warranty claim for a product purchased from us, we will either repair the relevant defect or replace the product. If we are unable to repair or replace the product within a reasonable time, the customer will be entitled to a full refund upon the prompt return of the product to us. We will pay for the shipment of repaired or replaced products to the customer and the customer will be responsible for the return shipment of the product to us.
Where an engineer is unable to diagnose or repair the equipment on-site, the supplier will arrange to have the equipment returned to the technical department of either the manufacturer or distributor.
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.
Excemptions to the right of withdrawal
The right of withdrawal does not apply in the following cases:
- The supply of goods manufactured in accordance with the specifications you have set like a consumer or clearly individualized, for example, pool covers to your measurements.
- Products that have been modified by you.
Pool covers (PVC + Polycarbonate covers)*
Pools must be maintained in the chemical guidelines as defined for safe bathing. Failure to do so will invalidate any warranty.
Any work carried out by a third party following the initial installation by our engineers could or will invalidate the warranty. Third-party engineers should only be used from following a consultation and agreement with Pool Services Group.
Should you request a PSG engineer to make a site visit and repairs do not fall under terms of the warranty, charges will apply. These charges will be confirmed prior to any site visit.
Damages and/or Product defects
Any faults, breakages, damages, or queries on any of our products installed or received by the client/customer have to be notified within 48h. When this takes place, one of our team members will contact you to resolve the problem.