Return an Item / Warranty Claims
We will refund any item that has not been used / installed. Electronic items that have been installed cannot be refunded, as if you order and attempt to install the wrong part there is a good chance the part is damaged. We do warranty all of our parts, but if the item is destroyed by misuse or imporper installation you will not be covered. Shipping costs are the responsibility of the customer / buyer.
Items that are returned to PSS fall into three general categories: product that has failed in the field, product that was ordered incorrectly by the customer, and product that was sold or shipped incorrectly by us. Although we all strive to perform at the highest level possible, we know that mistakes will sometimes be made. All we ask of you is to call us for an RMA number when there is a need to ship product back to us. There are many instances in which customers improperly install a part and assume the part is bad. It is also common for a customer to have a technician at their residence to install the part, yet this "professional" has incorrectly installed the part or claims its not the correct part. Please contact us, as we are here to help, and we've been in the industry for over 30 years. The RMA we issue helps us prepare for the arrival of the product so when it gets here we can deal with it quickly and efficiently. We do require that you send the product to us within 30 days after we issue the RMA or you will be financially liable for any replacement product that was sent to you on a warranty replacement basis. Products sent to us on a RMA number older than 30 days will not be accepted. Returned merchandise must be in resalable condition and a copy of the original invoice or the invoice number must be included. All returned product must be authorized for return and in sellable condition. These returns will be subject to a minimum 25% restocking charge, and credit will be applied to your account. Returns for credit will not be accepted 30 days after the invoice date. Contact the Customer Service Department for a Return Merchandise Authorization (RMA) number. The RMA numbers are void after 30 days of their issuance. Please include a copy of the original paperwork with complete documentation regarding the return, and mark the RMA number on the outside of the package to help expedite your return. PLEASE SEE NOTE BELOW ON PACKAGING YOUR RETURNS. All returns will be credited to your account. No cash refunds will be made.
Warranty is void if:
1. the unit is not installed per the instructions
NOTE: Special Orders are subject to a separate policy.
Packaging Your RMA Goods For Return:
There are several things you can do to ensure the safe passage of your returned goods and minimize the chances for damage.
Please Ship all Warranty Claims and Returns to:
Pool Spa Supplies
ATTN: Returns / Warranty Claims
11914 5th Street
Houston, TX 77072