Refund and Returns Policy
Effective April 25th, 2016
At Poolfence.com, we understand that mistakes can be made. Which is why we have tried to simplify our return process, following the steps below exactly will help expedite your return as fast as we can possibly process it.
Steps for our Easy Return Process:
- Determine which category your return falls under. (see below)
- Make sure your return reason does not match one of our non-returnable reasons. (see even further below)
- Please contact us at email@example.com for a return label or assistance.
Once your return has been submitted our Return Department will process the return and send out an email within 1-3 business days. After we receive your return at our warehouse, our Return Department will process your items within 7-10 business days and verify that the item is in the correct condition and proceed with the return credit. Please allow 7-10 business days depending on your credit card bank for the credit to show up on your account.
Which Return Category does your return fall under?
Under 30 Days In New Condition
Your order was received less than 30 days ago and is in the same brand new unused and uninstalled condition you received it in. You have the original box, manuals, other paperwork, and every part and piece that came with it originally.
- We can still accept your return, but you will be charged a 15% restocking fee, based on the total of dollar amount of the products returned from the original invoice; (Minimum of $10) and will be responsible for our shipping cost to get the product to you originally and the shipping cost to get it back to our warehouse. If you have any questions call 1-800-282-3836
Covered by Limited Lifetime Warranty
All products from Poolfence.com are covered by our Limited Lifetime Warranty, which covers manufacturers’ defects for as long as the original owner owns the fence. In the rare instance that this occurs, you can ship back the defective materials for a replacement.
Under 30 Days New Condition but Incomplete
Your order was received less than 30 days ago and you misplaced some items from the product or tried to install it, or you do not have the original box, manuals, or all of the parts and pieces that came with it.
- We cannot accept a return that does not have every piece of paper and part with it – Non-Refundable/ Non-Returnable.
Past 30 Days in Any Condition
Your order was received more than 30 days ago.
- The items are Non-Returnable/ Non-Refundable if you received them more than 30 Days ago.
- Any item(s) in Used condition (excluding rental items)
- Any item(s) in New condition, but is missing parts, pieces, and or hardware to complete the item
- Any item(s) That have exceeded 30-day Maximum return period
We do not accept returns for the following reasons:
- Freight Line Products – All damaged products shipped via freight must be refused. If you accept the product off of the truck, you now own the product. Please inspect all packages thoroughly before acceptance.
All Returns will be processed within 10 business days from the date that we receive the item(s). We will refund the total amount due (according to our terms and conditions) to the payment method used at checkout. You should see the refund on your statement within 48 hours from the time the refund is made. However, it may take 3 – 7 business days to clear your account, depending on your financial institution. Please let us know if you have any questions or concerns.
Return Items to :
1085 SW 15th Ave, #3
Delray Beach, FL 33444
Please include a copy of your original invoice with your returning items. Please ensure your name and order number are in the return address.