At Equipment Pools, we stand behind the quality of our above-ground pool equipment and accessories. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Items must be in their original condition – unused, uninstalled, and in original packaging
  • Returns must be initiated within 15 days of delivery
  • Proof of purchase (order number) is required
Non-Returnable Items: For safety and hygiene reasons, we cannot accept returns on:
  • Automatic Chemical Feeders (opened or used)
  • Closing Kits & Chemicals (any opened containers)
  • Custom-cut Center Step Safety Pool Covers
  • Any products that have been installed or used

Return & Exchange Process

  1. Initiate Your Request: Email our customer service team at [email protected] with your return/exchange request within 15 days of receiving your order. Use the template below for faster processing.
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Items: Securely repackage the items in their original packaging with all included materials.
  4. Ship Your Return: Send the package to our San Antonio facility using a trackable shipping method. The customer is responsible for return shipping costs unless the return is due to our error.
  5. Inspection & Processing: Once received, we’ll inspect the items and process your refund or exchange within 3-5 business days.

Return Request Template

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

Email Body:

Dear Equipment Pools Customer Service,

I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].

Item(s) to return/exchange:
– [Product Name]
– [Quantity]
– [Reason for return/exchange]

For exchanges, please specify the replacement item: [Product Name if exchanging]

Please let me know the next steps and where to send the return.

Thank you,
[Your Full Name]
[Your Contact Information]

Refund Information

Once your return is processed:

  • Timing: Refunds typically appear in your account within 5-10 business days after we process your return
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Amount: You’ll receive a refund for the product cost minus any original shipping fees (unless return is due to our error)

Exchange Information

For exchanges:

  • We’ll ship your replacement item once we receive and process your return
  • Standard shipping rates apply for the new item unless the exchange is due to our error
  • If the exchange item costs more, you’ll be charged the difference

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us immediately at [email protected] with photos of the damaged product or incorrect item
  • We’ll arrange for a replacement or refund at no additional cost to you
  • In some cases, we may ask you to return the item using a prepaid shipping label

Return Shipping Address:
Equipment Pools Returns
3227 Scheuvront Drive
San Antonio, TX 33576
United States

Always include your RMA number on the outside of the package.

For any questions about our returns and exchanges policy, please contact our customer service team at [email protected].