Refund policy

At PoolNook, we want you to understand your options if a purchase does not meet your needs. This policy applies to physical products purchased from poolnook.shop and delivered within the United States.

1. 30-Day Return Window

You may request a return within 30 calendar days after delivery. We accept returns for eligible products if you change your mind, order the wrong item, or receive a damaged, defective, or incorrect product.

Please contact us within this period to begin your return.

2. Return Eligibility

For change-of-mind returns, products must be unused, uninstalled, and in their original condition, with all included accessories, manuals, and parts. Please include the original packaging where available and package the item securely.

Opening the packaging to inspect an unused product does not automatically make it ineligible for return.

Items damaged through misuse, improper installation, unauthorized modification, or normal wear are not eligible for change-of-mind returns. These restrictions do not prevent you from reporting a product that arrived damaged or is defective.

Proof of purchase, such as your order number or order confirmation, is required.

3. How to Request a Return

Call +1 217-675-8250 and provide:

  • Your order number and the name used for the purchase.

  • The item you wish to return.

  • Your reason for returning it.

  • Photographs, where available, if the item is damaged, defective, or incorrect.

We will provide return instructions, the appropriate return address, and a prepaid shipping label or collection arrangements for items requiring freight transport.

Please contact us before sending an item back so we can arrange the correct return method. Ship the item within 14 calendar days after receiving your return instructions and retain your tracking information.

4. Return Shipping and Fees

PoolNook pays return shipping for all eligible returns, including change-of-mind returns and damaged, defective, or incorrect items.

We do not charge a restocking fee. Return shipping costs will not be deducted from your refund when you use the return method we provide.

5. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact us promptly if there is a problem. Keep the packaging where possible to help us assess shipping damage.

We will arrange an eligible return at our expense and provide a refund or, if you prefer and stock is available, a replacement. A product does not need to be unused if reasonable use was necessary to discover the defect.

6. Refunds

Once we receive your return, we will inspect it and notify you of the outcome. For eligible returns, we will complete the inspection and issue your refund within 10 business days of receiving the item.

Refunds include the price paid for the returned item and any applicable sales tax. Because standard shipping is free, no original standard shipping charge will be deducted.

Refunds are sent to the original payment method. Your bank or payment provider may require additional time to display the funds.

If a return does not meet this policy, we will explain the reason before taking further action. If you have not received your refund within 15 business days after we received your return, please contact us.

7. Exchanges and Cancellations

For a different size, model, or product, return the eligible item for a refund and place a new order. Replacements for damaged, defective, or incorrect items are handled as described above.

To request cancellation, contact us as soon as possible. If your order has not shipped, we will cancel it and issue a full refund. If it has already shipped, the return process applies.

8. Contact Information

PoolNook
Website: https://poolnook.shop/
Phone: +1 217-675-8250

Email: support@poolnook.com
Business address: 16350 Aurora Ave N, Shoreline, WA 98133, United States

Please obtain return instructions before sending merchandise to the business address.

This policy does not limit any rights you may have under applicable consumer protection laws.