Refund and Returns Policy

At Pool Chem Express, we are committed to providing our customers with quality products and safe handling procedures. Due to the nature of pool chemical products, our return and refund policy is structured with health, safety, and regulatory compliance in mind.

1. Pool Chemical Products – Final Sale

All chemical product sales are final and non-returnable. This includes (but is not limited to):

• Chlorine (liquid, tablets, granules)
• Muriatic acid
• Shock treatments
• Algaecides
• Stabilizers, balancers, and clarifiers
• Any product classified as a hazardous material (HAZMAT)

Why?
Due to federal and state transportation and safety regulations (including DOT and EPA rules), we are unable to accept returns on chemical products once they leave our facility or delivery vehicle. This policy protects the health of our customers, staff, and the environment.

2. Returnable Products (Non-Chemical)

We gladly accept returns within 30 days of purchase for the following:

• Unopened and unused pool accessories
• Pumps, filters, and maintenance equipment (if uninstalled and in original packaging)
• Test kits, covers, brushes, and nets
• Non-chemical items in new, resalable condition

To qualify for return:

• Item must be unused and in original packaging
• Receipt or proof of purchase is required
• Customer must contact us for return approval prior to sending any item back

3. Refund Method

Approved returns will be refunded via the original payment method. Please allow 5–7 business days for processing once the return is received and inspected.

4. Non-Returnable / Non-Refundable Items

In addition to all pool chemicals, we cannot accept returns on:

• Used or installed equipment
• Clearance, special-order, or custom items
• Opened test kits or damaged packaging
• Items returned without prior approval

5. Shipping Costs

Customers are responsible for all return shipping costs unless the item was incorrect or damaged upon delivery. Pool Chem Express is not liable for return items lost or damaged in transit.

6. Defective Items & Warranty Issues

If an item is defective or fails under normal use within the manufacturer’s warranty period, please contact us immediately. We will assist with warranty claims in accordance with the manufacturer’s policies.

Questions or Help?

For return approvals, questions about a purchase, or warranty support, please contact our customer service team at: su*****@*************ss.com

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Only regular priced items may be refunded. Sale items cannot be refunded.

Shipping returns

To return your product, you should mail your product to: 4211 Charles St Carrollton, TX 75010.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at su*****@*************ss.com for questions related to refunds and returns.