At GENE Pool Supplies Shop, we stand behind the quality of our pool equipment and supplies. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process to ensure your pool maintenance needs are met.

Eligibility for Returns & Exchanges

You may return or exchange most items within 15 days of receiving your order, provided that:

  • The item is in its original condition (unused, uninstalled, with original packaging)
  • You have the original receipt or order confirmation
  • The item is not listed below as non-returnable

Non-Returnable Items

Due to safety regulations and product nature, the following items cannot be returned or exchanged:

  • Pool Chemicals (all types – for safety and regulatory compliance)
  • Opened or used cleaning products
  • Custom-ordered or special order items

Return & Exchange Process

  1. Submit Your Request: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below for faster processing.
  2. Receive Authorization: We’ll respond within 1-2 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 email. We recommend using a trackable shipping method.
  5. Processing: Once received, we’ll inspect the item and process your refund or exchange within 3-5 business days.

Return/Exchange Request Template

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

Email Body:
Dear GENE Pool Supplies Team,

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

Item(s) to return/exchange: [Product Name, SKU if available]
Reason for return/exchange: [Please specify]
For exchanges: I would like to exchange for [Product Name/SKU]

Please provide return instructions at your earliest convenience.

Sincerely,
[Your Full Name]
[Your Contact Information]

Refund Information

Once your return is approved:

  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after we receive and inspect your return
  • Bank Processing: Additional 3-10 business days may be required for the refund to appear in your account, depending on your financial institution
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Information

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • If the exchange item is of higher value, you’ll need to pay the difference
  • If the exchange item is of lower value, we’ll refund the difference

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

International Returns

For customers outside the United States:

  • You are responsible for any customs fees, duties, or taxes associated with the return
  • We cannot refund original shipping costs for international orders
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 48 hours of delivery at [email protected]
  2. Include photos of the damaged item and packaging
  3. We’ll arrange for a replacement or refund at no additional cost to you

For any questions about our returns and exchanges policy, please contact our customer service team at [email protected] or call us during business hours.