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Pool Safety Covers — PoolGuardUSA.com
Because many Pool Guard USA pool safety covers are custom-manufactured specifically for an individual pool, return eligibility depends on the type of product purchased. Please review this policy carefully before placing your order.
Stock covers, standard-size covers, and eligible accessories, including anchors, springs, installation tools, and hardware kits, may be returned within 30 days of delivery provided that the item:
Approved returns are refunded for the eligible product purchase price, less a 20% restocking fee.
Customers are responsible for return shipping costs unless the return results from an error by Pool Guard USA as described in Section 6. Original shipping, freight, delivery, and handling charges are non-refundable.
Pool safety covers manufactured according to customer-submitted or customer-approved measurements, dimensions, drawings, specifications, templates, or other information are custom-made products. Measurements taken by an independent dealer or installer are considered customer-submitted specifications.
Custom-made products and products designated as Special Order are manufactured or ordered specifically for the customer and are therefore not eligible for return, exchange, or refund because of customer measurement errors, ordering errors, changes in pool configuration, changes of mind, or other circumstances not caused by Pool Guard USA.
This restriction does not apply if Pool Guard USA manufactures or ships a product that does not conform to the specifications confirmed for the order, as described in Section 6.
The customer is responsible for the accuracy and completeness of all measurements, dimensions, drawings, photographs, templates, selections, and other specifications submitted or approved for an order.
Custom covers are manufactured based on this information. A cover manufactured correctly according to customer-submitted or customer-approved specifications is not considered defective or incorrect solely because those specifications do not accurately correspond to the pool or installation site.
Please carefully review your order confirmation, measurements, dimensions, specifications, colors, materials, and other selections before approving or placing a custom order.
If you have questions about measuring or ordering a pool safety cover, please contact your local dealer or info@poolguardusa.com before placing your order.
Except where required by applicable law or where Pool Guard USA determines that the product was defective, products that have been installed, cut, drilled, anchored, altered, modified, damaged (other than shipping damage reported under Section 5), or otherwise changed from their original condition are not eligible for return.
Customers should inspect the product and confirm that the cover and components correspond to their order before beginning installation or modification. Claims involving a reasonably discoverable discrepancy between the product and the confirmed order specifications should be reported before installation, as described in Section 6. This requirement does not limit any rights or remedies that may apply to a latent manufacturing defect that could not reasonably have been identified before installation.
Please inspect your shipment promptly upon delivery.
For freight shipments, inspect the packaging and product for visible damage before accepting delivery whenever reasonably possible. Any visible damage should be noted on the carrier’s delivery receipt before signing.
Please report visible or concealed shipping damage to info@poolguardusa.com within 5 business days of delivery and include:
Please retain the product and all original packaging while the claim is being reviewed.
Failure to document or promptly report shipping damage may affect our ability to pursue a claim with the carrier and may affect eligibility for replacement or other remedies, subject to applicable law.
If Pool Guard USA ships the wrong product, manufactures a product that does not conform to the specifications confirmed for your order, or otherwise makes an error in fulfilling your order, please notify us at info@poolguardusa.com within 10 days of delivery and, for wrong-product or reasonably discoverable specification discrepancies, before installation. This reporting period does not limit a claim involving a latent manufacturing defect that could not reasonably have been identified within that period or before installation and that may be covered by an applicable written warranty.
Please include your order number, a description of the issue, and photographs or other information reasonably necessary for us to evaluate the claim.
After confirming the error, Pool Guard USA will, as appropriate, repair, replace, or refund the affected product and will be responsible for authorized return shipping costs.
The custom-product provisions of this policy do not limit the remedies described in this Section 6 for timely reported order or manufacturing errors, or any rights or remedies that may apply under an applicable written warranty.
Before returning any product:
Returns sent without prior authorization or without an RA Number may be refused.
Customers are responsible for return shipping costs except when Pool Guard USA has authorized otherwise under Section 6.
We strongly recommend using a trackable and insured shipping method. Except for returns shipped under Section 6 using a label or carrier provided by Pool Guard USA, the customer is responsible for the returned product until it is received by Pool Guard USA, and Pool Guard USA is not responsible for merchandise lost or damaged during return transit due to inadequate packaging or the return carrier.
All returned products are inspected upon receipt to verify return eligibility and condition.
A returned product that is used, installed, damaged, incomplete, modified, improperly packaged, missing components, or otherwise not in the condition required by this policy may be refused or, where appropriate, subject to a reduction in the refund reflecting its condition.
Approved refunds will be issued to the original payment method. Pool Guard USA generally processes approved refunds within 2 to 4 weeks after receiving and inspecting the returned product. Your bank, credit-card issuer, or other financial institution may require additional time to post the credit to your account.
This Return & Refund Policy addresses product returns and refunds and does not replace or modify any separate written warranty applicable to a Pool Guard USA product.
If you believe a product has a manufacturing defect or other condition covered by an applicable warranty, please contact us so the matter can be evaluated under the applicable warranty terms.
Stock pool-fence parts and components, including replacement poles, mesh, latches, hinges, hardware, and other standard replacement components, may be returned within 30 days of delivery subject to the same return requirements stated above. Items must be unused, uninstalled, unmodified, in new and resalable condition, and returned in their original packaging with all components included.
A Return Authorization (RA) Number is required before returning any pool-fence part or component. The customer is responsible for return shipping and original shipping charges, except when the return results from an error by Pool Guard USA as described in Section 6.
Before ordering replacement parts, customers are responsible for confirming that the part is appropriate for their existing pool-fence system. Pool Guard USA is not responsible for incompatibility resulting from incorrect product selection, measurements, installation conditions, or modifications to an existing fence system.
For questions about this policy, measurements, order specifications, shipping damage, or a return request, contact:
Pool Guard USA (Expert Pool Supply, Inc.)
Email: info@poolguardusa.com
Please fill out the form below with your information. Your local dealer will be notified about your inquiry.
Please fill out the form below with your information. Your local dealer will be notified about your inquiry.
