At Crystal Pool Shop, we stand behind the quality of our professional and residential pool equipment. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process for most items within 15 days of delivery.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in its original condition, unused, and in the original packaging
  • Return must be initiated within 15 days of delivery
  • Proof of purchase (order number or receipt) must be provided
Non-Returnable Items: For safety and hygiene reasons, we cannot accept returns on the following pool products:
  • Chemicals (including Chlorine & Bromine products)
  • Used filters (Cartridge Filters, etc.)
  • Opened containers of pool treatment products
  • Custom-ordered or special-order equipment

Return & Exchange Process

  1. Initiate Your Request: Email our customer service team at [email protected] with your return/exchange request within 15 days of receiving your order. Use the template below for faster processing.
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories and documentation.
  4. Ship Your Return: Send the package to our warehouse at the address provided in your RMA instructions. We recommend using a trackable shipping service.
  5. Processing: Once received, we’ll inspect the item and process your refund or exchange within 5 business days.

Return Shipping Costs

  • Customer Responsibility: You are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).
  • Exchange Shipping: We’ll cover the shipping costs for replacement items.

Refund Information

Once your return is received and inspected:

  • Timing: Refunds will be processed within 5 business days after we receive your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Deductions: Original shipping fees are non-refundable, and a restocking fee may apply for certain commercial-grade equipment.

Exchange Information

For exchanges:

  • We’ll ship your replacement item once the original item is received and inspected.
  • If the replacement item is of higher value, you’ll need to pay the difference.
  • If the replacement item is of lower value, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Provide photos of the damaged item and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Crystal Pool Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return/exchange:
[Product Name] – [Quantity] – [Reason for Return/Exchange]

Preferred resolution:
[Refund / Exchange for (specific product if known)]

Additional information:
[Any other relevant details about your request]

Please let me know the next steps to complete this process.

Thank you,
[Your Full Name]
[Your Contact Information]

Return Address

Upon receiving your RMA number, please ship your return to:

Crystal Pool Shop Returns
RMA #[Your RMA Number]
2012 Lynch Street
San Francisco, US 94103

For any questions about our returns and exchanges policy, please contact our customer service team at [email protected].