Customer Service: 01268 769922

Returns Policy

We want you to be totally satisfied with every purchase you make from Pool Trade Counters. It is our aim to offer you value and quality at outstandingly competitive prices. So if you do not require a product, simply return it within 10 days of delivery, unused in its original packaging together with all parts, tools and manuals originally supplied and we will give you a full credit and that’s guaranteed! (excluding any carriage charges).

If you decide within 10 days that you would like to return an item purchased from Pool Trade Counters, you can return it by contacting us on +44 (0)1268 769922 where we will discuss your return requirements.

Products will be excluded from the 10 Day Money Back Guarantee and will incur a 20% restocking charge if:

- The original packaging is not of merchantable quality.
- Damage has been sustained on the return journey due to unsatisfactory packaging.
- The reason given for return is not valid.
- The item being returned as unused is found to be have been used.

Please note: Any items being returned as not required outside the 10 day satisfaction period will automatically be subject to a 20% minimum re-stocking charge or £25 whichever is the greater (other than those items indicated in the exclusions below), plus carriage charge.

The 10 day money back guarantee only applies to products which you do not require. Products being returned to Pool Trade Counters due to being faulty, damaged in transit, alteration or repair, or due to an error made by Pool Trade Counters are covered by our current returns policy.

Exclusions:

- Special order items cannot be refunded
- Spas and Automatic Covers
- Solar, Safety, Heat Retention and Winter Covers
- Non-stock items cannot be refunded
- Water Treatment products (chemicals, test tablets, reagents, test strips and kits)
- Joint Mix, Adhesives and Glue
- Toys & Inflatables
- Swimming Pool Spares

Returned Goods Procedure

1. Inform Pool Trade Counters by calling us on +44 (0) 1268 769922.
2. You will be issued with a returns authorization number.
3. The returns authorization number must be clearly marked on all items to be returned, together with a copy of your order.
4. Either the customer or Pool Trade Counters will arrange for the most appropriate method of return.
5. Should additional packaging be required, our customer services will advise on the best method.

Carrier Damaged/Returned Goods

Consignments sent via our transport or carriers arriving late or with missing damaged goods.

No claims can be entertained for damage or missing goods that have been signed for as ‘Received in Good Condition’. All damaged goods should be refused and returned to after marking consignment note ‘Refused Goods Damaged.

Pool Trade Counters should be notified immediately of any Missing, Damaged or Late delivered goods.

Whilst Pool Trade Counters make every effort in good faith to ensure that all goods are delivered on time, we cannot be held responsible for delays due to unforeseen circumstances. We recommend that delivery is secured before workforce is sent to site to prevent time wasted and costs incurred.

No consequential liability can be accepted for goods delivered late or damaged via our transport or our carriers.