At Swimline Shop, we take pride in providing premium pool supplies to keep your swimming experience perfect. While we carefully select and package every product, we understand that sometimes returns or exchanges are necessary. Our policy is designed to make this process as smooth as our pool water balancers.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange, provided they are:

  • In original, unopened packaging with all seals intact
  • In resalable condition (not used or installed)
  • Accompanied by the original receipt or order confirmation

Non-Returnable Items: For health and safety reasons, we cannot accept returns on:

  • Opened chemicals (Chlorine & Bromine, Clarifiers & Enzymes, Balancers)
  • Custom-cut beaded liners
  • Used cleaning accessories
  • Opened cartridge filters

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use our template below to ensure we have all necessary information.
  2. Wait for Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Item: Securely pack the unused product in its original packaging with all included materials.
  4. Ship Your Return: Send the package to our warehouse at:
    Swimline Shop Returns
    24 Norman Street
    Salem, US 01970

    Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

  5. Receive Your Refund/Exchange: Once we receive and inspect your return, we’ll process your request within 5 business days.

Return Request Template

Use this template when emailing your return request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Swimline Shop Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Details: – Product Name: – Reason for Return/Exchange: – Preferred Resolution: [Refund/Exchange for (product name)] I confirm the product is in its original, unopened condition. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Number]

Refund Information

Once your return is approved:

  • Processing Time: 5 business days after we receive your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timing:
    • Credit/Debit Cards: 3-5 business days after processing
    • PayPal: 1-2 business days after processing
  • Note: Original shipping fees are non-refundable

Exchange Policy

For exchanges:

  • Follow the same process as returns
  • We’ll ship your replacement item once we receive the original product
  • Standard shipping rates apply unless the exchange is due to our error
  • If the replacement item costs more, you’ll be charged the difference
  • If it costs less, we’ll refund the difference

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged product and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you
  • In some cases, we may ask you to return the damaged item using a prepaid shipping label

International Returns

For customers outside the United States:

  • All customs fees and return shipping costs are the customer’s responsibility
  • Refunds will be issued minus original shipping costs
  • Please note that we cannot accept returns from some remote Asian regions

Our team of pool enthusiasts is here to help ensure your complete satisfaction with every Swimline Shop product. If you have any questions about our returns policy, don’t hesitate to contact us at [email protected] or +1 (555) 123-4567 (Mon-Fri, 9am-5pm EST).

Thank you for choosing Swimline Shop for your pool care needs!