At Clean Pool Supply, we stand behind the quality of our pool products and want you to be completely satisfied with your purchase. If you’re not happy with an item, we’ll gladly accept returns or exchanges within 15 days of receiving your order.

Quick Summary

  • Return Window: 15 days from delivery date
  • Return Shipping: Customer pays return shipping
  • Refund Method: Original payment method
  • Processing Time: 3-5 business days after receiving returned item
  • Non-Returnable Items: Chemicals, opened safety pool covers, and used filter cartridges

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused and in its original packaging
  • You must have the original receipt or proof of purchase
  • The return must be initiated within 15 days of delivery

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Pool chemicals (including Chlorine & Bromine, Chlorine Free Chemicals, and Chemical Bundles)
  • Opened or installed safety pool covers (Center Step Safety Pool Covers, Left Step Safety Pool Covers)
  • Used filter cartridges (Filter Cartridges, DE Filter Grids)
  • Inflatable pools that have been filled with water (Intex Inflatable Kiddie Pools)

Return & Exchange Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number]

Body:
Dear Clean Pool Supply Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]).
Product Name: [Product Name]
Reason for Return: [Reason – Defective/Wrong Item/Change of Mind/etc.]
Preferred Resolution: [Refund/Exchange for [Product Name]]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with:

  • Return authorization (if approved)
  • Return shipping instructions
  • Return mailing address

Step 3: Ship Your Return

Package the item securely in its original packaging and include all accessories. Ship to the address provided in your return authorization email. We recommend using a trackable shipping service as you are responsible for the return shipping costs.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 3-5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Exchanges: Shipped within 1-2 business days after return processing

Note that shipping times for exchanges follow our standard delivery times (10-15 days for DHL/FedEx, 15-25 days for EMS).

Damaged or Incorrect Items

If you received a damaged item or incorrect product:

  1. Contact us immediately at [email protected]
  2. Include photos of the damaged item or incorrect product
  3. We’ll arrange for a replacement at no additional cost

International Returns

For customers outside the United States:

  • You are responsible for return shipping costs and any customs fees
  • Refunds will be issued in USD
  • Processing may take additional time due to international shipping

Questions?

Our customer service team is happy to help with any return or exchange questions. Contact us at:

Email: [email protected]
Mail: Clean Pool Supply, 2165 Stiles Street, Houston, US 35572

Thank you for choosing Clean Pool Supply for your pool maintenance needs. We appreciate your business and are committed to making your shopping experience as smooth as possible!