Return Policy

The MySmartPool Commitment - 30-Day Return & Refund Policy

Effective date: January 1, 2025

Exchanges (Fastest Resolution)

Prefer a different model? With thousands of products in stock, we make exchanges fast and easy. Our team will help you pick the right fit so you spend more time enjoying your pool.

Eligibility & What's Not Returnable

To qualify for a full refund:

• Products must be returned in like-new condition, in the original retail box, with all accessories, manuals, and packaging.
• For robotic cleaners: rinse, dry, and neatly repack all parts before shipping.

Not returnable:

• Installed parts or items that cannot be restored to like-new condition
• Items damaged by misuse or improper packaging during return transit

If a product is damaged or missing parts, we'll carefully document the issue with photos and apply a fair adjustment to your refund.

How to Start a Return

1. Go to our Return Form within 30 days of purchase. Provide your Order # and reason for return. Please be as detailed as possible on the reason or issue with the product.
2. We'll reply with packing tips and a Return Authorization (valid for 14 days).
3. Clearly mark the Return Authorization on the outside of the box.
4. Ship the item using a trackable, insured carrier of your choice. (Many customers use discounted label services such as PirateShip.com.) We don't believe in restocking fees so the only thing you'll cover on a return is the shipping.
5. Risk of loss: You're responsible until the item is scanned as delivered to our warehouse. Please insure your shipment.

Packing Tips for Robotic Cleaners

• Power off, drain, and dry the unit
• Coil the cable loosely in large loops
• Protect the power supply and accessories with packing material
• Fill empty spaces to prevent shifting in transit

Refund Timing

• Inspection is completed within 4-7 business days of arrival
• Refunds are issued to your original payment method for the purchase price
• Most banks/card issuers post credits within 2–10 business days after processing

Dead on Arrival (DOA) or Shipping Damage

Please inspect your shipment upon delivery. If your item is DOA or visibly damaged in transit, contact us through the Contact Form within 72 hours with photos of:

• The product
• Inner and outer packaging
• The shipping label

We'll arrange a no-cost exchange or repair per manufacturer procedures.

Chargebacks Reminder

Refunds are always faster and easier when handled directly with us. If a card dispute is opened while you still have the product, we'll continue to work with you to complete the return and provide documentation to your card issuer to resolve the matter.

Warranty Support After 30 Days

After your 30-day return period, your product remains protected under the manufacturer's warranty (usually 1–3 years). To keep things simple, we'll point you straight to the brand's warranty department—the experts who can authorize repairs or exchanges right away. Of course, if you ever need guidance on who to contact or what information to provide, our team is here to help.

Questions

We're here to help. For returns, exchanges, or product setup, simply reach us anytime through our Contact Form or email us at support@mysmartpool.com.