Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it: uninstalled, unused, and in its original manufacturer packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return:

 To start a return, please contact us at support@sapphirepoolsny.com. Return Address: 2 Darling Ave, Smithtown, NY 11787.

  • Standard Returns: We offer free return shipping on standard items. Once your return is accepted, we will send you a prepaid return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • Freight/LTL Returns: Heavy or oversized items shipped via Freight/LTL are not eligible for standard prepaid return labels and are subject to separate carrier procedures. Please contact our support team directly to coordinate the specific logistics, documentation, and scheduling required for a freight return.

Damages and Issues (Freight/LTL)

Please inspect your order immediately upon arrival.

  • For Freight/LTL deliveries: Any visible damage to the packaging must be noted on the Bill of Lading (BOL) at the time of delivery before the driver leaves.
  • Concealed Damage: If you discover damage after opening the box, you must contact us within 24 hours. Failure to report transit damage immediately may void your ability to file a claim with the carrier.

Non-Returnable Items To ensure the safety and quality of our inventory, we cannot accept returns on:

  • Pool Chemicals: Any chemicals with a broken or tampered seal.
  • Electrical Components: Motors, control boards, lights, or salt cells that have been installed or wired.
  • Custom Products: Special orders or personalized equipment.
  • Hazardous Materials: Flammable liquids or gases.
  • Sale Items: Unfortunately, we cannot accept returns on clearance items or gift cards.

Exchanges The fastest way to ensure you get the right equipment is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund. If more than 15 business days have passed since approval, please reach out to support@sapphirepoolsny.com.

Order Cancellations

We process orders as quickly as possible to ensure fast delivery times. Because of this, our ability to cancel an order depends on its processing status:

  • Standard Orders: If you need to cancel an order, please contact us immediately at support@sapphirepoolsny.com. If your order has not yet been processed or shipped, we will cancel it and issue a full refund.
  • Shipped Orders: Orders cannot be canceled once they have left our warehouse. If your order has already shipped, it will be treated as a return. You will need to receive the item and follow our standard return process.
  • Freight/LTL Cancellations: If a heavy or oversized freight order is canceled after it has been dispatched from our facility but before it arrives at your location, you will be responsible for any carrier rerouting or return freight charges incurred.
  • Custom/Special Orders: Custom-made items or special orders cannot be canceled or modified once production has begun.