Customer satisfaction is our goal. Subject to certain Non-refundable and Non-returnable items mentioned below, if you are not completely satisfied with your purchase, simply arrange for a pickup of the returned item within the stipulated time period. We, in our discretion will repair it, replace it, or, based on your method of payment, refund your money. A fuller discussion of our Return Policy follows:
RETURNS/EXCHANGES FOR ONLINE PURCHASES
Restocking Fee – All returned items are subject to a minimum $15 or a 15% restocking fee, whichever is higher, plus the shipping fee detailed below.
14 Day Return Period – Products are eligible for returns within 14 days after delivery. If after 14 days of delivery, you have any problem with any of the items you purchased, please let us know and we will help you to work with the manufacturer to resolve the issue.
Non-refundable and Non-returnable Items
- Items under $25 are not eligible for return.
- For safety reasons, no chemicals or paint can be returned.
- Any Used or Installed items are not eligible for return.
- Any shipping and handling charges are non-refundable.
- Custom Orders, including (but not limited to) Safety Covers, Spa Covers, and Pool Liners.
- Any opened pool liners and pool covers.
At this time, we do not offer product exchanges. You are, instead, encouraged to return your product within 14 days utilizing our free return option for a credit net of applicable fees and re-order your replacement item.
Standard Fees & Procedures
- Packages that are refused upon arrival will result in a $25.00 shipping fee per package.
- Delivery refusals without contacting Island Waters, Inc. dba Island Waters Pool Service may result in delay or denial of refund.
- Products must be returned in new condition in the original packaging.
- Including warranty cards, packaging, and ALL owners’ manuals to be returned in the condition in which the product was received.
- Returns received that do not follow these guidelines may be refused or have an increased restocking fee.
How to Return Your Online Purchase:
To return an online purchase, you must send an e-mail to [email protected] with complete Returns Merchandise Authorization Information (“RMA”):
- Provide a detailed description as to the reason for returning the item.
- Provide images of all items that are to be returned.
Once the e-mail has been submitted and pictures received, our support staff members will contact you within 3 business days.
- Returns without a Returns Merchandise Authorization (“RMA”) number may result in your refund being delayed or denied.
- Please remember to add [email protected] to your Email Provider’s Safe List.
Refund Method & Timing
- Once your package returns to its destination its condition is inspected within 48 hours to ensure it meets requirements.
- Once verified your refund, less any applicable fees, will be refunded back to your original payment method. This usually takes 5-7 business days to process back to your account.