Need to make a return? Start here.
Pool, spa and hearth equipment has fitment, packaging and freight requirements that ordinary retail returns don't. This page covers what qualifies, who pays for what, and what happens once your return reaches us.
- 21 calendar days from delivery to request a return
- Written approval before anything ships back
- Items must be unused, uninstalled and resellable
- Refund issued after inspection and approval
The short version
The four things most people need to know. Eligibility always depends on the full terms further down this page.
From the date of delivery
Return requests must be submitted within 21 calendar days from the date of delivery. Requests made after that may be denied or subject to a restocking fee.
Uninstalled and resellable
Products must be unused, uninstalled and in original packaging, with no damage, installation marks, missing components or modification.
Paid by the customer
On approved returns, a return label or freight BOL may be arranged by us at the customer's expense. The cost may be deducted from the refund or billed separately.
Once we receive and check it
Refunds are issued after the returned product is received, inspected and approved. Original outbound shipping costs are not refundable.
How to start a return
Five steps, and the first one matters most.
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1
Contact us first
Send us your order number, the item number or SKU, a product description, a contact phone number, your reason for the return, and photos of the product and packaging if they apply. Please do this before sending anything back.
Contact Us -
2
We review and authorize in writing
We check the order against the return requirements and confirm whether the item qualifies. All returns require prior written authorization, and unauthorized returns will not be accepted.
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3
Repack the item
The product needs to go back unused, uninstalled and in its original packaging, complete with manuals, labels, protective materials and any manufacturer seals.
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4
Ship it back
For approved returns we can arrange a return shipping label, or a Bill of Lading for items over 100 lbs, at the customer's expense. The product remains the customer's responsibility until it reaches us, so we recommend insuring the shipment, particularly for heaters, pumps, filters, electrical components and other higher-value equipment.
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5
Inspection and refund
Once your return arrives, we inspect it against the condition requirements. Refunds are issued after the product is received, inspected and approved.
What qualifies for a return
Products have to come back in resellable condition. That standard matters more here than in general retail, because pool equipment, spa parts, heaters, filters, pumps, automation products, electrical components, patio products, fire pits, outdoor heaters, plumbing products and manufacturer-packaged replacement parts can't be resold as new once they've been through a system.
- Requested within 21 calendar days of delivery
- Unused and uninstalled
- In complete original packaging
- No cosmetic or internal damage, installation marks or modification
- All components, manuals, labels and manufacturer seals included
- Approved in writing before shipping back
Items that have been installed, wired, plumbed, filled, tested in a system, exposed to water or chemicals, modified, damaged, marked, used, or returned without complete original packaging may be denied or subject to additional fees.
Not sure whether yours qualifies?
Send us the order number and the model and serial number before you take anything apart. It costs nothing to ask, and it's much easier to sort out before an item is installed than after.
Items that may not be returnable
Certain products can't be brought back into resellable stock. If one of these applies to your order, contact us anyway so we can look at the specifics.
Special order, manufacturer-direct, backordered, build-to-order and made-to-order products may not be eligible for return.
Custom, configured, cut-to-size, assembled and customer-specific products may not be eligible for return.
Products that have been installed, plumbed, wired, mounted, tested, used, modified or damaged are not eligible for standard return.
Electrical components may not be eligible for return due to safety, installation, handling and condition-verification concerns.
Chemicals, cleaners, treatment products, coatings, liquids, sealants and certain maintenance products may not be eligible for return.
Products missing original packaging, labels, manuals, parts, protective materials or manufacturer seals may be denied if they can't be resold as new.
Return shipping
This is the part customers ask about most, so here it is on its own.
Standard returns
On approved returns, a return shipping label may be arranged by Aqua Terra Backyard at the customer's expense. The cost may be deducted from your refund or charged separately depending on the circumstances of the return.
Freight returns over 100 lbs
For items over 100 lbs, a Bill of Lading may be arranged by Aqua Terra Backyard at the customer's expense. Large pool equipment, heaters, fire pits, oversized patio items and other freight shipments may need special return handling.
Your original shipping charge
Original outbound shipping costs are not refundable. If your order shipped with discounted or included shipping, the actual outbound shipping cost may still be deducted from the refund where applicable.
The costs above apply to returns the customer chooses to make. If we sent the wrong item, or it arrived damaged, you are not responsible for the freight charges on the return or the replacement. Report it within 48 hours of delivery so we can handle it that way.
Damaged, incorrect or missing items
These are handled differently from a change-of-mind return, and they are on a 48 hour clock.
Contact us within 48 hours of receiving the order and include photos of what arrived and how it was packaged. After 48 hours we are unable to file a damage claim with the carrier on your behalf, so this window matters.
Damaged in transit
Note the damage with the carrier at the time of delivery, photograph it clearly, keep all the packaging, and contact us within 48 hours. Documented carrier damage is what lets us resolve it without freight cost to you.
Wrong or missing items
Contact us within 48 hours of receiving the order and include pictures of what you actually received. We'll correct the order or arrange a replacement, and you are not responsible for the freight on either the return or the replacement.
Defective product
If a unit has already been installed it cannot be returned, and the manufacturer warranty is the route from that point on. If you suspect a fault before installing, contact us within 48 hours and we'll look at it as a return instead.
Refusing a delivery
If you refuse a delivery for any reason other than obvious damage noted on the driver's Bill of Lading at the time of refusal, you are responsible for the return shipping cost, and it will be deducted from your refund. A restocking fee may also apply.
So if something looks wrong when the truck arrives, get the damage written on the BOL before the driver leaves. That notation is the difference between a refusal you aren't charged for and one you are.
Damage written onto the delivery driver's Bill of Lading at the moment you refuse the shipment. Take photos as well, then contact us within 48 hours.
Signing a delivery receipt without noting visible damage accepts the shipment in good condition, which makes a carrier claim much harder to file afterwards.
Refunds
Received, inspected, approved
Refunds are issued after the returned product has been received, inspected and approved against the condition requirements above.
What comes off the refund
Original outbound shipping is not refundable, and return shipping arranged by us may be deducted. A restocking fee applies to returns that are the customer's responsibility, such as buyer's remorse or an item ordered in error, and to any return requested after the 21 day window.
How the refund is issued
Refunds go back to the payment method originally used, once the return has been processed and inspected. The amount may be reduced by the fees and deductions set out elsewhere in this policy, including restocking, refused-delivery charges and return shipping.
We handle exchanges case by case rather than through an automated process. Contact us with your order number and what you need instead, and we'll walk you through the options. The return requirements above still apply to the item coming back.
A warranty is not a return
If a product has already been installed or used, a standard merchandise return usually isn't the route. Warranty claims are honored by the manufacturer rather than the retailer, which is standard across pool, spa, grill and outdoor heating equipment, and it's why coverage follows the product rather than where you bought it.
You don't have to work it out alone. Contact us with the model and serial number and we'll point you at the right department or walk the claim through with you.
Have this ready for a warranty claim
The model and serial number from the data plate on the equipment itself, not the part number on your invoice. Your Aqua Terra Backyard order number as proof of purchase. The installation date and installer details, since many warranties require professional installation to stay valid.
Common questions
Short answers. The full terms above govern in every case.
How long do I have to request a return?
21 calendar days from the date of delivery. Requests made after that may be denied or subject to a restocking fee.
Do I need approval before shipping it back?
Yes. All returns require prior written authorization from Aqua Terra Backyard, and unauthorized returns will not be accepted. Start a request →
Can I return something after it's installed?
No. Products that have been installed, plumbed, wired, mounted, tested, used, modified or damaged are not eligible for standard return. If the product has failed, the manufacturer warranty is usually the right route. Warranty procedure →
Who pays for return shipping?
On approved returns, a label or freight BOL may be arranged by us at the customer's expense, and the cost may be deducted from the refund or charged separately. If the item arrived damaged or incorrect, you are not responsible for the freight.
Is my original shipping charge refundable?
No. Original outbound shipping costs are not refundable. If the order shipped with discounted or included shipping, the actual outbound cost may still be deducted from the refund where applicable.
What if you sent the wrong item, or my order arrived damaged?
Contact us within 48 hours of delivery with photos of what arrived. We'll correct the order or arrange a replacement, and you aren't responsible for the freight on the return or the replacement. After 48 hours we can't file a carrier claim on your behalf.
What if my product turns out to be defective?
Once a unit has been installed it can't be returned, and the manufacturer warranty takes over from there. Contact us with the model and serial number and we'll help you start the claim. Warranty procedure →
Can freight or oversized items be returned?
Items over 100 lbs may require a Bill of Lading, which we can arrange at the customer's expense. Large equipment, heaters, fire pits and oversized patio items may need special return handling, so contact us before arranging anything yourself.
What happens if I refuse a delivery?
If you refuse a delivery for any reason other than obvious damage noted on the driver's Bill of Lading at the time of refusal, you are responsible for the return shipping cost and it will be deducted from your refund. A restocking fee may also apply.
Can I exchange an item instead?
We handle exchanges case by case rather than through an automated process. Contact us with your order number and what you need instead and we'll go through the options with you. Contact us →
Not sure whether your order qualifies?
Send us the order number, the item number or SKU, and a short note about what's going on. We'll tell you where it stands and what the next step is. If it turns out a warranty claim is the better route, we'll say so.