Return Policy
14-day return window on unopened, unused non-chemical products. Clear, fair, and written so you know exactly what to expect.
Pool Chemicals Are Final Sale
U.S. Department of Transportation hazardous materials regulations (49 CFR 173) prohibit the resale of returned pool sanitizers, oxidizers, and treatment chemicals. Once chemical products leave our facility, they cannot be returned for safety and regulatory reasons. If your chemicals arrived damaged, leaking, or you received the wrong product, contact us within 48 hours of delivery at (469) 455-1054 — we will replace or refund without asking you to ship anything back.
What We Accept
- ✓Pool cleaners and robotic vacuums — unopened, in original sealed packaging
- ✓Test kits and test strips — unopened
- ✓Filter cartridges, grids, and sand — in original wrap, unused
- ✓Tools, poles, brushes, skimmers, and accessories — unused
- ✓Equipment parts (motors, pump housings, valves) — uninstalled, in original packaging
What We Can't Accept
- ✗All pool chemicals (chlorine, shock, algaecides, balancers, acid, stabilizer, enzymes, etc.) — federal hazmat restrictions
- ✗Any item that has been opened, installed, used, or exposed to pool water
- ✗Custom-cut or special-order items
- ✗Items returned without a Return Authorization (RMA) number
- ✗Items received more than 21 days after original purchase date
- ✗Digital items and gift cards
How to Return an Item
- 1
Request a Return Authorization (RMA)
Email returns@simplifiedpools.com or call (469) 455-1054 within 14 days of your purchase date. Include your order number and the reason for return. We'll issue you an RMA number — items returned without one cannot be processed.
- 2
Pack the Item
Must be in original retail packaging, unopened, unused, with all accessories. Write the RMA number on the outside of the shipping box.
- 3
Ship It Back
Use a trackable, insured carrier — customer is responsible for return shipping and for the product until it reaches us. Items lost or damaged in transit back to us are not refundable. Ship to the address we provide with your RMA.
- 4
We Inspect & Refund
Within 3 business days of receipt we inspect the item. If it meets policy requirements, we refund the product price (not original outbound shipping) to the original payment method. Banks typically post the refund within 5–10 business days.
When We Cover the Shipping
If any of the following apply, the return is on us — prepaid label, full refund including original shipping:
- • The package arrived visibly damaged (report within 48 hours with photos)
- • We shipped the wrong item or wrong quantity
- • The product is defective out of the box (not caused by installation, misuse, or water chemistry damage)
- • Chemicals arrived leaking or damaged — we replace without return shipment (federal hazmat rules)
Frequently Asked Questions
How long do I have to return an item?▾
Can I return pool chemicals?▾
What items are eligible for return?▾
Who pays for return shipping?▾
When will I get my refund?▾
What if my order arrived damaged?▾
What if Simplified Pools shipped the wrong item?▾
Do you offer exchanges?▾
Can I return a special-order or custom-cut item?▾
What about equipment installed by your technicians?▾
Questions about a return?
Our Northlake, TX team handles every return personally. Reach out before you ship.
This policy applies to online retail purchases shipped by Simplified Pools. Equipment installed by Simplified Pools service technicians as part of a service call is covered separately by manufacturer warranty plus our labor warranty as described on the service invoice. Nothing in this policy waives your rights under applicable consumer protection law. Simplified Pools reserves the right to refuse returns that do not meet the requirements above or that appear to be attempts to abuse this policy.