We want you to be confident in your purchase. Eligible swimming pool heaters and Poolside Tech Automation Systems may be returned within 30 days of delivery, subject to the conditions below.
Return Eligibility
To qualify for a return, the product must be:
New, unused, and uninstalled
In its original packaging with all accessories, manuals, parts, and components included
Returned within 30 days of the original delivery date
Approved for return by PoolHeaterXpress.com before being shipped back
Products that have been installed, connected to plumbing or electrical service, powered on, used, damaged after delivery, or are missing original components or packaging are not eligible for return.
Automatic 10% Restocking Fee
All approved customer choice returns are subject to an automatic 10% restocking fee, which will be deducted from the refund amount.
The restocking fee does not apply when:
The product was shipped incorrectly by PoolHeaterXpress.com.
The product arrived damaged and the damage was properly reported in accordance with our damaged shipment policy.
The return is otherwise specifically authorized by PoolHeaterXpress.com without a restocking fee.
Manufacturer defects and warranty-related issues are handled under the applicable manufacturer’s warranty and are not considered customer choice returns.
Return Shipping & Approved Carrier
The customer is responsible for all return shipping and freight charges for customer choice returns.
Original shipping and delivery costs incurred by PoolHeaterXpress.com are non-refundable.
All returns must be shipped using a carrier and shipping method approved in advance by PoolHeaterXpress.com. Returns shipped without prior authorization or using an unapproved carrier or shipping method may be refused and may not be eligible for a refund. Products must be properly packaged and returned in a condition suitable for resale. The customer is responsible for any loss or damage that occurs during return shipping.
Payment Processing and Merchant Fees
Payment processing and merchant fees charged to PoolHeaterXpress.com in connection with the original transaction are non-refundable and will be deducted from the customer’s refund.
Refunds
Refunds will be issued only after the returned product has been received and inspected by PoolHeaterXpress.com or the designated return facility.
The refund amount will be calculated after deducting the automatic 10% restocking fee, applicable return or original shipping costs, and non-refundable payment processing or merchant fees.
Refunds will be issued to the original payment method whenever possible.
Special Orders and Custom Orders
All special-order and custom-order products are final sale and are not eligible for return, exchange, or refund.
This includes products specifically ordered, configured, or sourced for an individual customer’s order.
Damaged Shipments
Please inspect your order immediately upon delivery.
If there is visible damage to the packaging or product, note the damage with the delivery driver and take clear photographs.
Shipping damage must be reported to us within 24 hours of delivery.
Please submit shipping damage claims to heaters@finishlinexpress.com.
Approved shipping-damage claims are not subject to the 10% restocking fee.
Defective Products and Warranty Issues
Manufacturer defects and warranty-related issues are not considered returns under this policy and are handled according to the applicable manufacturer’s warranty and service procedures.
A manufacturer’s warranty issue does not qualify as a customer choice return and is not subject to the 10% restocking fee when handled through the manufacturer’s warranty process.
Incorrectly Shipped Products
If PoolHeaterXpress.com ships a product different from the product ordered, please contact us promptly.
PoolHeaterXpress.com will arrange for the return or correction at no return shipping cost to the customer, and the 10% restocking fee will not apply.
Return Authorization
All returns must be approved by PoolHeaterXpress.com before being shipped back.
To request a return authorization, please email heaters@finishlinexpress.com within 30 days of delivery. All returns must use a carrier and shipping method approved in advance by PoolHeaterXpress.com. Returns shipped without prior authorization or using an unapproved carrier or shipping method may be refused and may not be eligible for a refund.
By completing your purchase, you acknowledge and agree to this Return & Refund Policy.
