Returns & Refunds Policy
Last updated: September 3, 2026
1. Overview
Heavenly Pool Supplies wants you to be completely satisfied with your purchase. If you need to return an item, please read this policy carefully before initiating a return.
2. Return Eligibility
We understand plans change, and we want to make returns as straightforward as possible. Most items may be returned within 30 days of delivery, provided they are:
- Unused and in original, resalable condition
- In original manufacturer packaging
- Accompanied by proof of purchase (order number)
If your item arrives defective, damaged, or incorrect, we will work with you to make it right. No restocking fee applies in those situations.
Restocking Fee: A 20% restocking fee applies to returns where the item itself is not defective, damaged, or incorrect — for example, if you simply changed your mind, no longer need the item, or ordered it by mistake. This fee is calculated on the item's purchase price and deducted from your refund. It does not apply to returns caused by a defect, shipping damage, or an error on our part (see Section 4).
Items that cannot be returned:
- Special order items (non-stock, custom, or made-to-order products)
- Items that have been installed, used, or altered
- Electrical components that have been connected to power
- Chemical products that have been opened
- Items marked “Final Sale” at time of purchase
3. How to Initiate a Return
To start a return, contact us first — do not ship items back without authorization.
- Email: returns@heavenlypoolsupplies.com
- Phone: (888) 912-2465
- Live Chat: Available on our website
Our team will verify your order and, if eligible, coordinate a Return Merchandise Authorization (RMA). You will receive an RMA number before any return shipment is accepted.
4. Return Shipping
If you received the wrong item or a defective product, we will cover return shipping costs and no restocking fee applies. If you are returning an item due to an ordering error or a change of mind, return shipping is the customer's responsibility, and the item is subject to the 20% restocking fee described in Section 2.
Items must be shipped using a trackable carrier. We are not responsible for items lost in transit without tracking.
5. Refunds
Once your return is received and inspected, approved refunds will be credited to your original payment method. For change-of-mind returns, the refund will reflect the purchase price minus the 20% restocking fee. Refund processing typically takes 7–10 business days after the return is received. You will receive an email confirmation when your refund has been processed, including an itemized breakdown if a restocking fee was deducted.
6. Damaged or Defective Items
If your item arrived damaged or defective:
- Contact us within 48 hours of delivery
- Provide photos of the damage and original packaging
- Do not discard the packaging — it may be required for a carrier claim
Do not attempt to use or install damaged equipment before contacting us. Damage claims can take up to 120 days to fully resolve depending on the carrier and manufacturer. No restocking fee applies to damaged or defective item returns.
7. Warranty Claims
Many products sold by Heavenly Pool Supplies carry manufacturer warranties. Contact us and we will help direct you to the appropriate manufacturer warranty process.
8. Pool Pass Pro Members
Pro members follow the same return policy, except the 20% restocking fee is waived on change-of-mind returns. Tax-exempt status does not affect return eligibility.
9. Contact Us
For return or refund questions:
Heavenly Pool Supplies
Email: returns@heavenlypoolsupplies.com
Phone: (888) 912-2465
Hours: Monday–Friday, 8am–5pm CT