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How do I return an item?
We strive to arm you with the knowledge, backed by our decades of experience in the pool supply industry, to enable you to purchase the right product for your pool system at the lowest possible price. Therefore, we have established the following return policy in order to continue to provide you with the lowest prices possible. This policy is both fair and consistent with ethical and standard practices.
If Tropix Pools Ships The Wrong Item
If Tropix Pools ships you the wrong product by our mistake, please call us. We will be promptly refund you in full or exchange it for the right product - if returned undamaged to Tropix Pools within 10 days from the date of your receipt of the merchandise. We will pay for the return shipping. Products That Do Not Qualify For An RMA(Returned Merchandise Authorization)
Products that do not qualify for an RMA include, but are not limited to:
- Installed products
- Products shipped internationally (Anywhere except the 50 states)
- Products shipped by freight
- Some products 30 days past the date of delivery. These require special approval and, if approved, are subject to additional charges.
Why Request an RMA?
Non-defective product returns are subject to the authorization of Tropix Pools and/or the manufacturer of the product. Any item returned without an RMA# on the shipping label (Provided labels should already have the RMA# on them) will be refused and you, the buyer, will be responsible for return shipping, unless we have shipped a product other than that which was expressly ordered by you. In the case that the return is not refused and does not have an RMA, there will be no way to locate the package to issue a refund. Requesting an RMA
Please complete the Merchandise Return Authorization Request Form to receive a Merchandise Return Authorization number prior to returning goods. When authorized by Tropix Pools , returned merchandise must be received within 30 days from the date of buyer's receipt of the merchandise, must be in the original undamaged packaging with all accompanying material, in saleable condition and freight paid. A signed RMA also must be faxed or e-mailed prior to shipping the product back. Your account will be credited the full amount of the returned item less any applicable charges. RMA Charges
We reserve the right to charge a 15% processing and re-stocking fee ($10 minimum) and original shipping charges. We also reserve the right to provide a return shipping label and deduct the shipping cost from your refund. Refusal Charges
We reserve the right to charge a 20% processing and re-stocking fee ($20 minimum), original shipping, return shipping, and any other applicable refusal charges on products that would have qualified for an RMA. Products that would not have qualified will not be credited. Products Believed To Be Defective
In the event that you feel your purchase is defective, it is incumbent upon you to contact us and/or the manufacturer directly for resolution before attempting to return the product in question. Most manufacturers have technical support and warranty service centers that will be more than happy to assist you in making sure that your product is functioning properly, and if not, will take steps to see that any defect is handled quickly. Product Compatibility
As it is not possible for Tropix Pools to have full knowledge or complete details of your pool system, we cannot and will not accept responsibility for merchandise that is not compatible or does not function with your system. We always recommend that the buyer contact the manufacturers directly to determine that the product will be suitable in their environment, if in doubt. Buyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system. If you need the number of a manufacturer that is not yet on our links page, please email us and we will forward that information to you promptly. Products Shipped By Freight
Returns, defective or otherwise, will not be authorized for return if the product was shipped by freight truck line (non FedEx, DHL, UPS or USPS). Your sole remedy in this case, will be warranty service from the manufacturer's field warranty service centers, unless otherwise stated in writing from Tropix Pools . |
| Cancelling An Order |
Cancellations are only allowed if the product has not been shipped or picked up and we reserve the right to charge a 3% processing fee. Special order items may not be cancelled. Items to be transferred are subject to shipping fees related to the transfer. If you wish to cancel a order, you must call and speak with a representative. Orders attempted to be cancelled any other way may not actually be cancelled as orders are promptly filled and shipped. |
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Tropix Pools reserves the right to modify or amend these policies at any time without prior notice.
We sincerely appreciate your cooperation, patience, and understanding.
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