Mr Pool Man USA Returns Policy

Submit a return by using our Returns Center. This should take you 1 minute to complete!

  1. You will be prompted to enter your MR POOL MAN order number* and email address that was used on your order. You must enter both exactly as they appear on your order confirmation that was emailed to you at time of purchase.
  2. If your return is under our 60 return time frame, you will be prompted to select what item(s) you are returning and the reason why.
  3. A Pre Paid postage label will be emailed to you. Simply print it out and attach it to your parcel and take it to your nearest drop off point.

We offer 60 day easy returns* from the date of purchase. To be eligible for a return:

  1. Item(s) have to be initiated for return and placed in the post within 60 days of the purchase date.
  2. Item(s) must be unused, in the original packaging and in resellable condition.

Returns FAQ

RETURNS POLICY

  • All Orders that were incorrectly purchased or “change of mind” will incur a flat $15 return shipping label fee that will be deducted from your refund.
  • Your return will be processed within 10 business days of being received at Mr Pool Man.
  • Any initial shipping costs are not refunded.
  • Orders placed using a discount code are eligible for store credit only.
  • If you are returning an order that is outside of the 60 day easy returns window, please contact us with your order details.
  • Items must be returned within 60 days of purchase.
  • Mr Pool Man currently does not offer exchanges, a refund against your original payment method will be processed upon receiving your return minus any return fees if applicable. If you require a different product, you'll need to place a new order via the website for this product.
  • Returned products must be unused and in original condition. Any items found to be in poor condition, used condition or missing components will not be accepted and will be returned back to you.
  • If you have purchased and used a product, we cannot accept a return because of a change of mind. eBay and online forums are excellent resources if you have a used item you do not want that can no longer be returned to Mr Pool Man. All items are thoroughly inspected before any return action is taken.
  • Orders placed separately (unique reference numbers), must be returned separately. Combining orders being returned in one package will significantly slow down refund processing speed.
  • Any item being returned must be registered through our Returns Center. Following this process will ensure a resolution (refund) is processed as quickly as possible.
  • If returns are not raised through the Returns Center processing refunds may take longer than 5 working days. Please keep a copy of any postage receipts and necessary tracking information as proof of return as you are responsible for the safe delivery back to Mr Pool Man of the item for processing.
  • If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.
  • All refunds will be returned via the payment method used at checkout. In the event that we're unable to refund directly to your account, we will contact you for other options.

CAN I EXCHANGE MY ORDER?

Returns can take up to 10 working days (excluding weekends & public holidays) to be sent back to us here at Mr Pool Man. We will notify you by email once this has been processed. If you’ve returned numerous orders in one parcel, please allow extra time as we will have to locate the order and process manually.

HOW LONG DO I HAVE TO RETURN AN ITEM?

You have up to 60 days from the day the order was placed to register and return an item (excluding non returnable items).

HOW MUCH DOES IT COST TO RETURN AN ITEM?

All items can be returned within 60 days of purchase for $15 using our Returns Center. This $15 return shipping label cost is deducted from the refund. If you wish to return an order that has lapsed outside of these return periods, you will be responsible for the postage costs of returning your items to us. We recommend using a registered post service, as Mr Pool Man will not be responsible for lost return articles.

I'M AN INTERNATIONAL CUSTOMER, HOW DO I RETURN

Unfortunately we do not support International returns through our Return Center at this point in time.

We will have to manually process your returns.

Please contact us for return instructions.

CAN I GET A REFUND IF I USED A DISCOUNT CODE?

Orders placed using a discount code are eligible for store credit only.

ARE SHIPPING CHARGES REFUNDED?

All shipping charges, gift cards, and store credits are non refundable and non transferable as we do not get reimbursed from the carriers.

LOST OR DAMAGED RETURNS

We are not responsible for lost or damaged returns or packages. It is the customers responsibility to follow all directions and ensure the return is safely packed - if the package is sent back to you with postage due it is the customers responsibility. Mr Pool Man will not reimburse additional charges.

FALSE CLAIMS

False claims regarding defective pieces will result in the piece being returned to the customer, at the customer's expense.

I RECEIVED THE WRONG / FAULTY ITEM

In the unlikely event you have received the wrong item, please contact us immediately with the following information:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in it's place
  • A photograph of the item you have received

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction. We have vendor processes we need to follow to ensure correct documentation for warranty claims.

Please note we need to follow these procedures.

All claims for parcels arriving damaged must be made within 7 days of the delivery date. Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified as quickly as possible.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

WARRANTY PROCEDURES

Most manufacturers offer an additional warranty period which covers against merchandise defects. To determine warranty requirements for a specific item, please contact the manufacturer or contact us for assistance.

Please note warranty processing may take 1 - 3 weeks and will be subject to the individual manufacturer's policies and discretion. Manufacturer warranties do not cover defects determined to be caused by normal wear or due to customer negligence.

DAMAGED ITEMS

Please let us know ASAP if any items on your order arrive damaged. Please keep all original shipping boxes and take pictures if possible. Damaged item claims are handled through the shipping carrier or the vendor if they have been packaged incorrectly. We will assist our customers in these claims. We only ask that customers be patient as sometimes this process can take longer than any of us would like!

If anything is unclear or if you have a special circumstance, give us a shout!

 

Ready to Start the returns process? Click the button below