At Pooly Shop, we take pride in providing high-quality hot tub and pool accessories to enhance your relaxation experience. We want you to be completely satisfied with your purchase. If you’re not happy with an item, we’re here to help with our straightforward returns and exchanges process.

Returns & Exchanges Timeframe

We accept returns and exchanges within 15 days from the date you receive your items. Please note that all returned items must be in their original, unused condition with all original packaging and tags intact.

Non-Returnable Items

For health and safety reasons, we cannot accept returns or exchanges on the following products:

  • Chemicals (including Bromine, Chlorine, Clarifiers, No Scale & No Foam products)
  • Cleaning Tools that have been used
  • Opened containers of Cleaners
  • Filters that have been installed or used

Please note: This policy does not affect your statutory rights. If an item arrives damaged or defective, please contact us immediately at [email protected].

How to Return an Item

Follow these simple steps to return or exchange an item:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the returns request template provided below.
  2. Wait for Authorization: We will respond within 2 business days with a Returns Authorization Number and instructions.
  3. Pack Your Return: Securely package the item(s) in their original packaging, including all accessories and documentation.
  4. Ship Your Return: Send the package to the address provided in your return authorization email. We recommend using a tracked shipping service as you are responsible for the return shipping costs.

Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow additional time for the refund to appear on your account, depending on your payment provider’s processing times
  • Original shipping costs are non-refundable

Exchanges

If you need to exchange an item for a different size or color, please follow the return process above. Once we receive your return, we will ship the replacement item to you. Standard shipping charges will apply for the new item.

Returns Request Template

Subject: Returns Request – Order #[Your Order Number]

Dear Pooly Shop Customer Service Team,

I would like to request a return/exchange for my recent purchase.

Order Number: [Please insert your order number]

Product Name: [Please insert product name]

Reason for Return: [Please specify reason]

Preferred Solution: [Refund / Exchange for (specific product)]

I confirm that the item is in its original condition and packaging.

Please send me the return authorization and instructions.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number]

Return Shipping Address

Please wait until you receive your Returns Authorization Number before shipping your return. Send your authorized returns to:

Pooly Shop
Returns Department
46 Weaver Row
Stirling, GB CH8Z 8MB

For further assistance with returns or exchanges, please contact our friendly customer service team at [email protected]. We typically respond within 1-2 business days.