This page will help you with any stage of your return, from authorization to status of credit.
First we would like to say thank you for your recent order, we are very sorry you have had to contact the returns department. We would like to get the issue resolved as quickly as possible, so we have broken down the details for each process below
Orders can be returned within 14 days of the delivery date.
Our Guarantee – All of our products are New in Box and come with the FULL manufacturer warranty. We guarantee you will receive a working product on arrival. If for some reason you have received a defective item, we will send you the same item and we will pick up the defective item. The reship will be done from the closest stocking location and at the same shipping service label the order was placed under. Note that some manufacturers will make you deal with them directly if this occurs.
You must contact us within 10 days of delivery date for us to cover defective items otherwise you would have it handled as a manufacturer warranty and you will have to ship the item back.
Items must be in an unused, unopened, resellable condition. Excessive taping or markings on the box may incur additional charges when exchanging your item.
All electrical items (lights, motors, pumps, heaters, chlorinators included), custom items, special order items are non-returnable once used. Some items like Pool Cleaners, Saunas, and Sun Rings are non returnable once OPENED. See item details for product specific return policies.
Items must be returned using the instructions we will send once the authorization is completed. Buyer is responsible for all shipping and handling charges to and from Aqua Supercenter on non-defective and non-warranty returns. Failure to ship to the right location will result in a charge for us to ship to the correct location.
Starting A Return
Please complete the following form to initiate your return. If your item arrived damaged or defective, please fill out the form found here.
You have 3 options for your return credit.
1) You can be issued a refund via the same payment method as you had originally used to place the order (Credit Card, Paypal, or Check). The refund amount will be composed of the original purchase price minus shipping charges and 30% restocking fee.
2) You can choose to have a Store Credit with no expiration. The credit amount will be composed of the original purchase price minus shipping charges and 10% restocking fee.
3) You can do an exchange and have NO restocking fee.
Exchange Option 1 (Slower) – Use the standard return procedure to request an RMA for the part you need exchanged. In your request please specify the exact item(s) you would like to exchange to. Upon receipt of your returned product we will process an exchange and ship the new part. If there is difference in price, you will be either refunded or contacted for the difference.
Exchange Option 2 (Faster) – Order the new part online or over the phone so it can be shipped to you right away. Then request an RMA using a standard Return Procedure for the part you would like to return. Upon return of the part a refund will be issued promptly.
Status of Return
Once the returns form has been completed, you will be assigned a CASE number in our system. This case is the direct contact line between you and your assigned returns case manager. The case updates from the case manager will be sent directly to you via email, any replies to that email from you are in turn, sent to your case manager and updated in your CASE record. Once we receive your request to initiate a return, the following steps are taken. We contact the shipping location to acquire a RGA number and the return address location. Once we have this information we will send you the full detailed instructions on how to complete the return. Please read the details in entirety as there is important information that you will need to do to ensure your return is finalized. If you need to update the CASE with a tracking number, picture, or any other details you can simply reply to the email and it will update in your CASE
Status of Credit
Once your returns case manager has received a notice, from you or the warehouse, that an item has been returned the following steps are taken. They will first verify the shipment has arrived. They will then finalize the return in our system and send you the credit number, or credit options if applicable. If you are due a store credit, an email will be sent over with the case sensitive customer credit number to be used on our site. You can also place a new order with this number via live chat or phone. If you are due a refund to your card because you have already reordered with us, your case manager will send an notice to the accounting department to inform them that you are due a refund. Refunds are processed 2 times a week when accounting is in the office. Once the refund has been completed, you will receive a refund notice via email. It may take 3-5 business days for your credit to post back to your account. If you have any other questions about your credit status, please reply to your CASE update email and it will go to your case manager.