Where to start: email with your order number and what you want to do. Returns go to once we have confirmed the address and the collection method. Seller: , company number .
1. Cancelling within 14 days
If you are a consumer, you may cancel an order for any reason within 14 days of the day you or a person you nominate receives the goods. Where an order arrives in several deliveries, the 14 days run from the day the last item arrives. You do not need to give a reason, and you do not need to have opened the box.
To cancel, tell us clearly before the 14 days end. An email to quoting your order number is enough; a telephone call to is also accepted if you follow it up in writing. You may use the model cancellation form in section 8, but you are not obliged to.
2. Sending the goods back
Once you have cancelled, send the goods back within 14 days. Return postage is yours to pay unless the item is faulty, damaged in transit or not what you ordered. Pallet items such as pools, heat pumps, filter systems and cover reels cannot go by parcel courier: contact us and we will quote a collection, which is deducted from the refund only if you ask us to arrange it.
Pack the item as it arrived, with fittings, hoses, manuals and any promotional extras included. Keep proof of postage. Until the goods reach us or you show evidence that they were sent, the risk of loss stays with you.
3. Refunds
We refund the price of the goods plus the standard outbound delivery charge within 14 days of receiving the goods back, or within 14 days of your evidence of return, whichever is earlier. If you chose an upgraded delivery service, we refund the standard rate rather than the premium.
Refunds go to the original payment method. If you paid in euros you are refunded in euros; if you paid in pounds you are refunded in pounds. The currency switch on this site is a display convenience at a fixed rate and does not change the currency of the contract.
We may reduce a refund to reflect any loss in value caused by handling beyond what is needed to check the nature and function of the item — for example, a pool liner that has been filled, a chemical container that has been opened, or a heat pump that has been plumbed in and run.
4. Items that cannot be cancelled
- Sealed chemicals, tablets and balancing granules once the seal is broken, on health protection grounds.
- Liners, covers and reels cut, trimmed or welded to your measurements.
- Goods made to your specification or clearly personalised.
This does not affect your rights if such an item turns out to be faulty or misdescribed.
5. Faulty, damaged or misdescribed goods
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not:
- Within 30 days of delivery you may reject the goods and ask for a full refund.
- After 30 days and within six months you may ask for a repair or replacement. If that fails or cannot be done in a reasonable time, you may claim a refund, which may be reduced to reflect the use you have had.
- Up to six years from delivery you may still have a claim if the fault was present when the goods were supplied. After the first six months it is for you to show that it was.
Report transit damage within 48 hours of delivery with photographs of the packaging and the item, as carriers will not consider a claim after that. We pay return or collection costs on faulty goods.
6. Warranty
Pumps, heaters and robotic cleaners carry a two-year manufacturer warranty covering component failure under normal domestic use. It does not cover frost damage, chemical damage from unbalanced water, limescale, or wear parts such as cartridges, brushes, seals and impellers. The warranty sits alongside your statutory rights and does not replace them.
7. Complaints and disputes
Contact us first at . We acknowledge complaints within two working days and aim to resolve them within ten. If we cannot agree, you may pursue the matter through an alternative dispute resolution scheme or through the courts. Nothing here limits your statutory rights as a consumer.
8. Model cancellation form
To , , :
I hereby give notice that I cancel my contract of sale for the following goods, ordered on [date] and received on [date]. Order number: [number]. Name: [name]. Address: [address]. Signature (only if sent on paper) and date.