Returns & Refunds Policy
Last updated: March 20, 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
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)
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. If you are returning an item due to an ordering error or change of mind, return shipping is the customer's responsibility.
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. 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.
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.
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. 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