This Refund Policy explains when refunds, repairs and replacements are available for PoolWarmers products. Read it together with our Warranty and Shipping & Delivery pages.
Change-of-mind returns
Our heat pumps are large freight items, configured for your region's voltage and refrigerant and shipped by insured freight. For that reason, we do not accept change-of-mind returns or cancellations once an order has shipped. Please use our sizing tool or contact us before ordering so you get the right model the first time.
Damaged in transit
All shipments are fully insured. Inspect your unit on delivery and, if it arrives damaged, note it on the delivery receipt, photograph it, and contact us within 48 hours. We'll arrange a repair or replacement at no cost to you.
Faulty on arrival or under warranty
If your unit is dead on arrival or develops a covered fault, we'll repair it, supply replacement parts, or replace the unit under our warranty (2-year unit, 5-year compressor). See the Warranty page for full details.
Refunds
Where a refund is due (for example, an order we're unable to fulfil), it's issued to your original payment method within 5–10 business days of approval. Original shipping costs are non-refundable except where required by law. This policy does not limit any rights you may have under applicable consumer law.
Contact
Email us with your order number via our contact page and we'll help right away.