Refund policy
Before proceeding with a return, you must initiate the process as follows:
- Email the return request along with the completed form to info@piscinasyproductos.com
- Send photographs of the product and the original packaging
- Wait for us to confirm that everything is correct and within the time frame to accept the return
Return for allegedly damaged product, open and/or damaged box, or missing items due to transportation
If you notice that the box is open or sealed without our official seal, or if there is any damage or missing items upon delivery, you must note this on the copy of the delivery receipt signed by the transport agency and keep a copy for yourself. Please ensure that the number of packages on the receipt matches the number delivered. This is essential to process the claim and reimbursement, if applicable.
Remember that any seal or annotations stating "pending review" or "subject to inspection" have no legal validity.
- Once you have thoroughly checked the product and any damage, you must report it within 24 hours after delivery, providing your order information, attaching a photo of the packaging or damaged material, a photo of the label from the transport agency on the damaged package, and a photo of the delivery receipt indicating that the product arrived in poor condition. Without this receipt, the transportation insurance will not cover any claims. After this period, we will not take responsibility and will consider the delivery correct.
Return for defective product
If a product arrives defective or broken, you must contact us and send a photo of the condition in which you received it, along with your order number, within a maximum of 24 hours of receipt.
We will contact you to offer the fastest and most effective solution.
Returns will not be accepted if the product has been used, even if it arrived damaged.
Return for wrong product
If one or more products received do not correspond to your order, piscinasyproductos.com will pick up the wrong product from the indicated address and deliver the correct one. This will incur no extra cost, provided the product has not been used, altered, or manipulated, and the original packaging remains in perfect condition.
To proceed, please contact us by email at info@piscinasyproductos.com within a maximum of 7 business days from receiving your order. We will not accept any exchanges or returns if you have not previously contacted us.
Return at customer’s request
If you are not satisfied with your purchase, you can exercise your right to withdraw within 14 calendar days from the date of delivery. To do so, you must send us an email at info@piscinasyproductos.com with your return request and the corresponding form, a photo of the product and its original packaging, avoiding stickers, seals, or adhesive tape directly on the surface or packaging of the item, and the item must not have been used. If not, we reserve the right to reject the return.
In case the product is in good condition but the packaging (box, plastic, or wrapping) is damaged, the return will not be accepted.
Once the return form is filled out and sent, you will receive instructions via email on how to return the product to our facilities within a maximum of 7 calendar days from our approval. The transportation costs for the return will be at your expense.
Liners cannot be returned by customer request, so please make sure to measure your pool correctly and check the measurements indicated on the original box.
Electric pool cleaners, once submerged in the pool, are also not eligible for return.
Can I cancel my order?
Yes. If your order has already been shipped, you must return it. In this case, once we receive the goods in their original packaging and in perfect condition, we will process the refund. However, please note that return shipping costs will be at your expense.
Please contact us at info@piscinasyproductos.com