Returns are allowed in the event of defects of workmanship or errors in order processing or shipment. In these cases, we will issue a "call tag" for the return of the defective/erroneous merchandise and ship a replacement at no additional cost to the customer.
In the event that merchandise is received with visible damage to the external packaging, customers are advised to refuse delivery and notify us. (If possible, please provide a photograph).
If damages or defects are not discovered until the packaging is opened, customers should request a Return Material Authorization (RMA). Once an RMA has been completed and returned, we will issue a call tag for the return of the defective or damaged merchandise and ship replacements.
Returns without a prior RMA will not be accepted and credits or replacements will not be issued.
Returns not due to defects or errors on our part are subject to a 25% restocking fee on the value of the merchandise only provided returned items are in new and sellable condition. Outbound and return freight costs under these circumstances are not reimbursable.
Free Freight: Items sold with a delivered price that includes "free freight" have had the freight portion included in the price of the item. Returns of "free freight" items will be reimbursed minus applicable restocking fees and minus the actual outbound freight amount actually paid.
Merchandise returned without an RMA, incomplete, is used or non-new and sellable condition shall not be eligible for a refund.
Reimbursements will be issued within 2-3 weeks of having received the returned item(s) at our warehouse and verified to be complete and in new condition.
Innovative Pool Products assumes no liability for consequential damages regardless of fault. The limit of our liability regardless of circumstances is the maximum amount paid by the customer for the items being returned in the event of a complaint or problem not covered by the manufacturer's warranty.
