Last updated: September 9, 2026
30-day return requests
You may request a return within 30 days of receiving your order. This includes eligible change-of-mind returns as well as incorrect or defective items. This policy does not limit any rights you have under applicable consumer law.
How to request a return
Email us with your order number, product name, reason for return, and relevant details. We will provide instructions and the appropriate return destination. Please contact us before shipping an item; the business address shown on our website is not automatically the return destination for every product.
Change-of-mind returns
Items must be unused, undamaged, and complete, with the original packaging and included accessories. Include proof of purchase. Installed, filled, altered, or used pools and equipment generally do not qualify for change-of-mind returns. These conditions do not exclude remedies for faulty or misdescribed goods.
Return shipping and fees
For an eligible change-of-mind return, you are responsible for return shipping. Standard outbound shipping is free, so no outbound shipping charge is deducted from your refund. We do not charge a separate restocking fee. For large or freight-shipped products, return transport may be expensive; contact us for the required return arrangements before booking transport.
If we sent the wrong item or the product is defective or damaged on arrival, contact us so we can arrange an appropriate remedy and cover the necessary return shipping. Do not pay for return freight before receiving our instructions.
Refund processing
After the returned item is received and inspected, we will inform you of the outcome and any reason a refund is declined. Approved refunds are processed to the original payment method within 5–10 business days, or sooner when required by law. Your payment provider may take additional time to display the refund.
Damaged, defective, or incorrect products
Contact us as soon as you discover the issue. Include your order number and a description; photographs can help us investigate. A short reporting period does not override your legal rights. We will arrange repair, replacement, or refund as appropriate.
Exchanges and cancellations
We arrange replacements for incorrect, damaged, or defective products where appropriate. For a different size or model, request a return and place a new order after confirming compatibility. Ask us to cancel an order before dispatch; if it has already shipped, the return process applies. Delayed-shipment cancellation rights are described in our shipping policy.
Contact PoolNook
Email: support@poolnook.com
Phone: +1 217 675 8250
Contact address: 16350 Aurora Ave N, Shoreline, WA 98133, United States