Returns, Refunds and Exchanges Policy
How To Return An Item:-
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 30 days of your purchase.
1. Please email [email protected] to request a refund.
2. Mail your returned item to:
theswimmingpoolstore.co.uk
The Garden Store
Wycombe Road
Studley Green
High Wycombe
Buckinghamshire
HP14 3XB
3. Include in your package a signed letter stating the reason for your return and the original receipt.
Return Exceptions
These following items are non returnable. Spas, pool liners, coping stones, Oil/Gas boilers, Heaters, winter debris covers, solar covers, Roman Ends and any other bespoke items that have been specially made to order.
Merchandise that has been worn, used, or altered will not be accepted for return or exchange.
Unwanted items must be returned to us within 20 days from the date of purchase and will be subject to a 20% restocking fee. (See below).
Restocking Fee
All items are subject to a 20% restocking fee, this will be deducted from your refund. We also do not refund the original shipping and handling that you paid on the order.
Cancellations
You do not have to give a reason for your cancellation, but a brief explanation would be helpful so we can improve our services in the future.
You may cancel your contract at any time up to 7 working days after the date of order. (This is excluding the bespoke items mentioned above, which once ordered will have to be paid in full ).
If you do cancel however, you are to return the unwanted goods at your own expense. You must ensure that the goods are packaged sufficiently to protect from damage whilst in transit.
We recommend that when returning unwanted goods that you take out adequate parcel insurance and retain proof of posting for your records.
Failure to return unwanted goods will result in the items being collected and you will be charged the direct cost for collection. If you fail to take acceptable care of the goods before they are returned to us and this results in damage or deterioration, we will charge you the reduction in value.
Damaged Goods
Exchanges
If your item is in its original packaging you may exchange your item for a different product. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping costs and the original delivery charge is non refundable in this case. You will also be required to pay the required carriage to ship the new item.
Payment Policy
Accepted Methods of Payment:-
PAYPAL
Credit Card Charges
Your credit card will be charged when you place your order. If we are not able to fulfil your order for any reason your credit card will be refunded.
Mailing Address for Cheques:-
theswimmingpoolstore.co.uk
The Garden Store
Wycombe Road
Studley Green
High Wycombe
Buckinghamshire
HP14 3XB
Shipping Policy & Handling
Free delivery on all orders over £60.00 to UK mainland. Order under £60.00 is charged at £5.50 up to 25kilos.
All orders are shipped within 48 hours Monday - Friday 8am - 5pm. We also advertise next-day delivery and we endeavour to make this possible. Next working day delivery is only available to purchases made before 3pm.
In all cases of delivery please ensure that your address details are correct. In cases of rural areas or hard to find locations please ensure that you leave clear delivery instructions with your order so that we can pass the information to our courier.
Some items are excluded from the next day delivery service, these items include swimming pool covers and any items clearly marked as "not available for next day delivery".
In some cases, at time or order, stock may be depleted and the website not updated, under these rare circumstances a full refund will be made available to you and a member of our team will contact you to let you know. In other cases it may not be possible to deliver items next day, if this occurs we are obliged to present you with a refund to cover the cost of shipping.
Carriers
We use the following carriers to deliver our orders:
Royal Mail
TNT
UK Post
Back Orders
If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.
