To request a return, please submit your request through our Contact Us form. Please include the following information:

• Your order number, order date, and name of the item(s) you wish to return.
• Photos showing the item(s) in their original, unopened, and unused packaging.

If your item(s) are eligible for return, our customer support team will provide a Returned Goods Authorization (RGA) number. Returns will not be accepted without an RGA number.

• All returned items must be unused, in their original packaging, and in resalable condition, including all warranty cards, manuals, and accessories.
• Cartons cannot be wet.
• We accept returns on select products within 14 days after you receive your product.
• Return shipping costs are the customer's responsibility.
• A 25% restocking fee applies to all returned items.
• Refused shipments are subject to a 25% restocking fee and all applicable shipping costs.
• Special order items are not returnable.

Additional Requirements for Freight Returns: 

• All freight returns must be packaged and palletized exactly as they were originally shipped by The Pool Factory.
• Merchandise must be returned on a pallet in the same arrangement, packaging, and condition as originally delivered.
• All boxes and merchandise must be secured to the pallet exactly as they were when shipped, including the original protective wrapping and securing materials.
• Customers must submit photographs showing the entire pallet and its packaging when requesting a return.
• Customers are responsible for all return freight shipping costs. The Pool Factory will not arrange a freight pickup for a return.
• Freight returns must meet all standard return requirements, including obtaining an RGA number before returning merchandise.

• Chemicals
• Lights
• Battery Powered Vacuums
• Automatic (Robotic) Cleaners
• Pool Decks
• Replacement Pool Walls
• Fence Kits
• Solar Reels
• Heaters and Heat Pumps
• Above Ground Pool Parts
• Special Order Items