Refund policy
How to obtain an RMA
Returns can now be requested using our new self serve return system. To open a return you may do so by clicking "My Account" or by visiting https://account.hydrotoolsparts.com
Access to this will be linked either by the email address you used during checkout, or by your Shop account.
Returns Period
All orders are returnable within 30 days from the time the order was delivered. After 30 days we are unable to authorize return requests. You have 30 days to return the item to us from the time of authorization. Late returns are subject to restocking fees.
Returns Reasons
We have a permissive returns policy and you may return items for any reason as long as they are still in new condition. This means that items must have all original packaging, have not been exposed to pool water or been installed or utilized in any way.
Restocking Fees
Returns may be subject to restocking fees at our discretion if returns are sent back under the following conditions:
- Any item that is used and has been exposed to water
- Any item removed from factory sealed packaging
- Any item returned due to ordering the incorrect part
- Any item returned under false pretenses (example "item damaged" but isn't really)
- Any item deemed unreturnable due to being oversized
- Any item returned beyond the 30 day window after authorization
- Any order returned without prior return authorization
- Includes refused deliveries, bad shipping address or return to sender.
Total deducted restocking fees will be dependent on the severity of the return infraction and condition. This can range from 10% to 80%.
Return Inspections
All returns are subject to inspection to determine that the return condition matches the return reason and authorization. These inspections may take up to a week from the time of return delivery.
Returns Postage & Freight
Customers will be responsible for all return shipping costs except in the instance of warehouse errors or freight damage. In the event of a warehouse error, we can provide a pre-paid return label.
Freight Damage
Items that have sustained damage in transit must be reported to us within 72 hours of delivery. Depending on the circumstances we may issue a refund or open a damage claim with the carrier. In the event we open a damage claim, you will be required to retain the original item and packaging it was shipped with in the event the carrier requires an inspection.
Warranties
Many items we sell are covered by manufacturer warranties. Any item that arrives defective is typically beyond our control. Instead of returning these items we will direct you to the manufacturer for warranty coverage.
Shipping Errors
In the event you feel you have been shipped an order or received products that were shipped in error, you should contact us immediately. Upon our determination that a shipping error has occurred, we will either provide a pre-paid return label or refund your order.
Orders Refused or Returned to Sender
We expect customers to take possession of their orders at the time of delivery. Once an order is shipped it can not be cancelled and refusing the shipment incurs additional costs on our end including freight costs, loss of time, wages and more.
If you refuse your shipment, once it is back in our possession, restocking, administrative and any incurred freight costs will be deducted from your refund.
Unauthorized Returns
We require all returns to be pre-authorized so we can track of which returns are expected and also because we have a dedicated address for returns processing. We ship from several facilities across the country, but they are not equiped to process returns.
Returns not sent to the correct return processing address will be considered lost due to no fault of our own and not subject to any refund.
Upgraded Shipping
Unfortunately upgraded shipping costs are non-refundable, except in the circumstance of carrier related shipping damage.