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RETURNS / EXCHANGES

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Return Policy

At Powerpools, we aim to provide you with the best service possible. If you need to return a product, the following conditions must be met:

Returns Conditions:

  1. The order was placed within the last 30 days.

  2. The items are non-sale items.

  3. The items are unused and in the same condition as when received.

  4. The items are in their original packaging.

  5. The package includes the dispatch note as per the details below.

Dispatch Note: When you receive your order, the package will contain a 'dispatch' note. This note is not an invoice but should be retained in case you need to return the goods for any reason.

If more than 30 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.

Special Orders: Any special orders for non-stock items, which need to be ordered in (such as non-stock parts), will incur a 20% stocking fee of the total price of the item on all returns.

Cancellations & Changing an Order: If you wish to change an order, please call us or email us at info@powerpools.co.uk. Include your order number and the date the order was placed.

You can only change or cancel an order by contacting us before 3 pm on the day you place the order, or the next working day if it’s a weekend. After this time, the contract of sale for the products you have ordered is concluded, and we cannot stop your order from being shipped; however, your right to cancel an order and return the product remains unaffected (see below Section "Returns").

Returns: To complete your return, we require a receipt or proof of purchase, which you will have received within your parcel (also known as a dispatch note). Please either:

  1. Complete the instructions detailed on the return slip within your parcel.

  2. Send an email to info@powerpools.co.uk with the subject 'Powerpools Online Return Request - Order No’ (the order number shown on the front of the delivery note). Detail the items you wish to return within the email and the reason why.

  3. Telephone: 01267 240 250. Please have the delivery note with your order number when you call.

Pack your parcel with care and include:

  • Full name

  • Address

  • Original order number

  • Details of what you are returning and why

If you fail to pack the parcel safely and your goods arrive damaged (as a result of the return trip), we may not be able to process your return.

Return Address: Powerpools, Returns Department, The Powerpools Showroom, Pensarn Road, Pensarn, Carmarthen, SA31 2BS

We recommend using a carrier that offers both traceability and insurance. Obtain a receipt for the parcel when you send it.

Once the packaging of a product has been opened or the product is returned by you other than in a fully saleable condition, for reasons of hygiene and safety, we are unable to refund or exchange them unless they were delivered to you in a damaged or faulty state (in which case see Refunds and Exchanges below).

Please do not send your purchase back to the manufacturer.

Refunds: You will be refunded at the price you paid for the product at the time of your order, unless your order is a special order of a non-stock item, in which case you will be refunded the balance minus a 20% stocking fee.

You will be refunded the product price or receive an exchange once the product is received by us at our warehouse. A refund of the delivery charge will not be given unless the products returned are incorrect or were delivered in a damaged or faulty state.

Partial Refunds: There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

  • Any item that is returned more than 30 days after delivery.

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 approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.

Late or Missing Refunds: If you haven’t received a refund yet, please follow these steps:

  1. Check your bank account again.

  2. Contact your credit card company, as it may take some time before your refund is officially posted.

  3. Contact your bank. There is often some processing time before a refund is posted.

  4. If you’ve done all of this and you still have not received your refund, please contact us at info@powerpools.co.uk.

Exchanges: We only replace items if they are defective or damaged. If you need to exchange an item for the same product, send us an email at info@powerpools.co.uk and send your item to:

Powerpools, Returns Department, The Powerpools Showroom, Pensarn Road, Pensarn, Carmarthen, SA31 2BS

Incorrect Orders and Damaged or Faulty Products: If you are returning an incorrect order or a product delivered to you in a damaged or faulty state, please follow the returns procedures set out above.

We will refund you the purchase price, the delivery charge, and any parcel carrier costs you incur.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Contact Us: If you have any questions about delivery and returns, don’t hesitate to contact us.

Email: info@powerpools.co.uk

Telephone: 01267 240 250

UP TO 3 YEARS

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