At Swimline Store, we stand behind the quality of our pool supplies and equipment. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process for most products within 15 days of delivery.

Quick Policy Summary:

  • Return Window: 15 days from delivery date
  • Return Shipping: Customer responsibility (except for defective items)
  • Refund Method: Original payment method
  • Processing Time: 3-5 business days after we receive your return
  • Non-Returnable Items: Opened chemicals, used equipment, and special order items

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must be:

  • Unused and in its original condition
  • In the original packaging with all tags and accessories
  • Accompanied by the original receipt or proof of purchase

Non-Returnable Items

For safety and hygiene reasons, the following pool products cannot be returned or exchanged:

  • Opened containers of pool chemicals (Chlorine & Bromine, Clarifiers & Enzymes, Balancers)
  • Used filtration media for Cartridge Filters or DE Filters
  • Custom-cut items like Beaded Liners or Cover Accessories
  • Products marked as “Final Sale”

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Submit Your Request

Email our customer service team at [email protected] with the following information:

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

Email Body:
Full Name:
Order Number:
Date of Purchase:
Item(s) to Return/Exchange:
Reason for Return/Exchange:
Preferred Resolution: (Refund/Exchange)
If Exchange: Desired Replacement Item

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with:

  • Return authorization number (RMA)
  • Return shipping instructions
  • Any special handling instructions for pool equipment

Step 3: Package and Ship Your Return

For pool equipment and accessories:

  • Securely package items in original packaging
  • Include all parts and accessories
  • Place the RMA number clearly on the outside of the package
  • Ship to: Swimline Store Returns, 2544 Monroe Street, Houston, TX 77026, USA

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • Refunds: Processed within 3-5 business days to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Exchanges: Shipped within 1-2 business days after approval, using your preferred shipping method

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For your protection, we recommend:

  • Using a trackable shipping service (DHL, FedEx, or EMS)
  • Purchasing shipping insurance for high-value items like Diving Boards or Equipment

Damaged or Defective Items

If you receive damaged or defective pool supplies:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a replacement or refund
  3. In most cases, we’ll provide a prepaid return label for the damaged item

International Returns

For customers outside the United States (excluding restricted regions):

  • All customs fees and import duties are non-refundable
  • Return shipping costs are the customer’s responsibility
  • Mark the package as “Returned Goods” to avoid additional customs charges

Need Help With Your Return?

Our pool supply experts are happy to assist with any return or exchange questions. Contact us at [email protected] or call our Houston office during business hours.

Thank you for choosing Swimline Store for your pool maintenance needs. We appreciate your business and are committed to making your return experience as smooth as your pool water!