Returns

Return Policy:

  • We allow returns within 30 days of purchase for any reason
  • Any item(s) received by customer which is damaged or defective will be replaced or refunded as requested by customer. Damaged or defective items must be sent back using pre-paid shipping labels provided by PoolTone
  • Return shipping charges for items returned for any other reason are at purchasers expense. Actual shipping charges incurred by seller for purchase are deducted from any refunds.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • Any Item that has been subject to conditions outside of engineered specifications such as the conditions listed below are not eligible for return or refund:
    • Incorrect Voltage
    • Exposure to water or flooding of light housing
    • Improper installation
    • Power surge
    • Wrong power specification
    • Incorrect wiring
    • Defective components outside of purchased items
  • We encourage customers to either call us or use our self service customer support portal to process returns. 

Return Procedure

  • To complete your return, we require return authorization via telephone or email prior to shipment.  Authorized returns require inclusion of printed form which will be emailed to you in PDF format.  Printed forms ensure our ability to track and process your refund after receipt.  We encourage any returns made by customers for reasons outside of damage or defect be sent with tracking.
  • Please do not send your purchase back to the manufacturer unless you contact us first.  Most manufacturers require us to provide refunds for defective products or for warranty claims.
  • All returns are subject to 20% restock fee and also all shipping charges will be deducted from the purchase price

Refunds (if applicable)

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 business days.
  • Late or missing refunds (if applicable)
  1. If you haven’t received a refund yet, first check your bank account again.
  2. Then contact your credit card company, it may take some time before your refund is officially posted.
  3. Lastly, contact your bank. There is often some processing time before a refund is posted especially with PayPal transactions.
  • If you’ve done all of the above and you still have not received your refund, please contact us.


Shipping Policy

  • PoolTone ships our products via FedEx, UPS or the USPS. Most shipments are received within 1 - 5 business days after the order is placed.  NOTE: The time frame can vary according to the time of the year.
  • We ship most items same day if ordered before 2pm EST M-F
  • Lost Packages (small package)
    • If a package is lost by the carrier, PoolTone will initiate a trace with the carrier. Once a reasonable time has passed after a trace has been initiated and the package is still not found; PoolTone will reship out a replacement package using the same ship method that was on the original shipment. (i.e. if the lost package was sent Ground, then the reshipment would ship out Ground)
  • Shipping Damage
    • Refuse the shipment if there is obvious damage to the product at the time of Delivery. If the package is delivered (either signed for by the customer or left at the door by the driver) and damage to the product is found - Please call PoolTone immediately so the damage claims process can be initiated. Providing PoolTone a photo of the damaged item will expedite the process of getting a replacement sent. When sending a photo, it is best to show the damaged area and also a photo of the entire product (not just a close up). PLEASE DO NOT TRY TO USE AN ITEM IF YOU BELIEVE IT TO BE DAMAGED, as this will relinquish the shipper from any damage liability. The customer is obligated to keep the damaged item & the shipping carton for the investigation process. Once a package is confirmed damaged and a reshipment is authorized. The reshipment will go out with the same shipping method as the original shipment.
    • Any products damaged in shipment must be reported to PoolTone within 7 days of receiving your shipment. If freight damage is reported after 7 days of receiving your shipment PoolTone will be unable to issue a credit or exchange of merchandise.
  • Shipping Errors
    • If an item is shipped incorrectly or is missing product: The reshipment will go out with the same shipping method as the original shipment. In the event that a shipping error has occurred – PoolTone will make arrangements with the carrier to pick up the item that was shipped in error. Customer must have the package ready to be picked up. Customer will be charged for any item that is not returned.
  • Expedited Shipping
    • Expedited orders placed after 1 PM EST will ship the following business day. Saturday, Sunday, and National holidays are not classified as business days. 
      • For example, if you placed an order via 2 Day Air on Thursday before 1 PM EST your order would be delivered in 2 business days which would mean delivery on Monday.
  • 3 Day Delivery
    • Delivery by the end of the third business day (i.e. 3 Days Time-In-Transit). An ideal mix of economy and guaranteed delivery.
  • 2 Day Delivery
    • Delivery by the end of the second business day (i.e. 2 Days Time-In-Transit). Ideal for shipments that do not need overnight service.
  • Next Day Air
    • Delivery by 10:30 AM, 12:00 PM, or end of day, depending on your location (i.e. 1 Day Time-In-Transit). Ideal for shipments that must arrive earlier in the business day.
  • Next Day Saver
    • Delivery by 3:00 PM or end of day, depending on your location (i.e. 1 Day Time-In-Transit). Ideal for shipments that require next business day delivery, but the time of day is not critical. Once you have supplied us with a shipping address, in most cases the shipping company will not ship to a different address. In cases where the shipping company can change the shipping address once the order has shipped, the customer will be responsible for any consignment fees charged by the shipping company. Pool Colors will not reimburse shipping charges for Expedited orders on shipments that were shipped out on time with our supplier, and then had a carrier exception. An exception is any event or situation that causes a shipment delivery to be rescheduled.
  • International Shipping
    • The process for obtaining an international shipping quote is quite simple. Add the items of interest to your shopping cart by clicking the "buy now" button, and then continue the order process as if you are buying the item(s). Your credit card will NOT be charged at this point. You'll first receive an email that will list the shipping charges to your country and inform you of any items that cannot be shipped outside the US. You will then be given the option to accept these charges to process the order or decline them which would cancel it. Your credit card will only be charged if you accept the freight.
    • Please note your electrical requirements i.e. 115V or 230V and 50 HZ or 60 HZ. Also note that international orders are subject to any customs, tax or duties imposed by your local government. There is a $9.95 handling fee for Canadian shipments & a $15.00 handling fee for all other international countries.
  • Duties and Taxes
    • Duties and taxes on international orders will be assessed by local officials and billed to you separately. These fees are related to the dollar value of an order.

 

 

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