169 Post Avenue, Westbury, New York, 11590-3457

Call Toll Free: 1-866-876-8643

Local: 1-516-876-8643

Fax: 1-516-876-6539

International: 001 516 876 8643

International Fax: 001 516 876 6539

 

Frequently Asked Questions

Please read our FAQ before sending us a message.

What is are return policy?
You must be in compliance with the following guidelines prior to filling out the return authorization request form: Most products sold at AQUAQUALITY POOLS & SPAS, inc. come with a full manufacturer warranty, excluding replacement parts.  In the event you feel you have a defective product, you can either contact AQUAQUALITY POOL & SPAS, inc. for tech support or call the manufacturer for warranty issues. Buyer is responsible for all shipping costs. AQUAQUALITY POOLS & SPAS, inc. does not express or imply any warranty, we do however try our utmost to make sure all of our customers warranty needs are handled promptly and fairly. All warranties are through the manufacturer, but manufacturers are constantly changing their terms and/or conditions. Always refer to the warranty terms within your owner's manual.  AQUAQUALITY POOLS & SPAS, inc. expressly disclaims liability for any injury, or damage of any kind arising from the use, inability to use or installation of any item we sell. Our only obligation is to replace an item that is found to be defective by the manufacturer, and that obligation is limited. Per Aquaquality Pools & Spas, inc. store policies, the criteria for returning your merchandise is as follows: 1-Returns of non-defective (unused and un-installed) merchandise to AQUAQUALITY POOLS & SPAS, inc. is permitted within 30 days of purchase date. Exception: due to the nature of the following products all the following items are final sale: electrical products including power supply's, pump & drive motors, Automatic pool cleaners, pool chemicals (government regulations) alarms, heaters and filters. Buyer is responsible for all shipping costs. 2-Returned merchandise must be in re-sellable New Condition, which  is defined as: has not been taken out of original packaging, has not been inserted in water, and all paperwork including and parts and/or accessories are accounted for if applicable. A restocking fee of up to 20% or a $5.00 fee will be applied on all used or abused merchandise or if it isn't in re-sellable or new condition. AQUAQUALITY POOLS & SPAS, inc. will make the determination as to the extent of any use or abuse upon receipt and inspection (excludes defective merchandise). 3-Returned merchandise must be in the original box and in re-sellable condition and include all literature, warranty cards, ect.  4-Special order products are not eligible for return . Exceptions: may only be returned for replacement if defective and not for any refund. No exceptions.   If you have met the above criteria please go ahead and fill out the RA form, PLEASE wait for a response confirming that your RA form has been processed. This response will be forwarded to you within 24 hours or the next business day. If you have questions please call (516) 876-8643. Once you have completed this form fax it to (516) 876-8643. Please allow 14 to 21 days for processing all credits. If you return any item without processing an RA form first then it will be refused and returned to you at your own expense. PACKAGING REQUIREMENTS FOR RETURNING MERCHANDISE: DO NOT write anywhere on the box other than on the shipper label or a restocking fee will be applied automatically. USE ONLY CLEAR TAPE ON ANY ITEM RETURNED or a restocking fee will be applied automatically. If the packaging is not in re-sellable or new condition up to a 20% restocking fee may be applied. This restocking fee purchases new shipping / boxing materials and pays for labor to repackage and restock. If you received merchandise in another box then you are responsible for repackaging the merchandise prior to shipping it back to AQUAQUALITY POOLS & SPAS inc. All items are to be returned through UPS only. (Please remember to insure the merchandise if its value is over $100.00). DO NOT RETURN ANY PRODUCT THROUGH THE POSTAL SERVICE. (If an item is received by AQUAQUALITY POOLS & SPAS, inc. damaged during transport due to improper packing it will be refused and sent back to you at your own expense). At that time you will have to file a damage claim with that carrier to receive reimbursement for the product shipped as AQUAQUALITY POOLS & SPAS, inc. will not issue a credit for any item received damaged. No exceptions. Please Sign and Date this page verifying you have read and will comply with the policies above. This form has to be faxed with the return goods authorization form or the request for return will not be processed. Sign Here_________________________________ Date_____________________________________ All returns must be shipped to: AQUAQUALITY POOLS & SPAS, inc. 169 Post Avenue Westbury, NY 11590-3457 Keep this information for your records in case this shipment is lost during transport. Please track to acknowledge receipt of shipment by AQUAQUALITY POOLS & SPAS inc.. Thank you. PRIVACY STATEMENT Transactions between you and AQUAQUALITY POOLS & SPAS, inc. shall be governed by and construed in accordance with the laws of the New York State, without regard to the laws regarding conflicts of law. Any litigation regarding this agreement or any transaction between customer and AQUAQUALITY POOLS & SPAS, inc. shall be brought in the state or federal courts located in New York, New York and the customer hereby agrees and submits to such jurisdiction and venue as proper.
Which payment methods are accepted in the Online Shop?
We Accept Paypal which you can use your Paypal account or a credit card as well.
How long will delivery take?
If the item is in stock the item should take 1 to 2 days to be packed and shipped. We send most of are products ups ground or usps first class mail.
How secure is shopping in the Online Shop? Is my data protected?
All of your important info is secured by Paypal which is the staple of online pay.
What exactly happens after ordering?
Once we receive your order your product will then be packed by are professional staff and shipped out. If the product is not in stock we will contact you with a estimated arrival time and shipment.
Do I receive an invoice for my order?
We included a invoice with order inside the box. 

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