Refund & Returns Policy

Return & Refund Policy — Portable Pools & Tubs Co.

At Portable Pools & Tubs Co., customer satisfaction is our top priority. We want you to feel confident in your purchase of inflatable pools, portable hot tubs, above-ground pools, portable spas, and pool accessories. This Return & Refund Policy outlines the terms and conditions under which returns, exchanges, and refunds are processed.

Refund & Returns Policy: Return Eligibility

We accept returns on most products within 30 days of the delivery date, provided the item is unused, undamaged, and in its original packaging with all included accessories, manuals, and components. Products that show signs of use, assembly, or water contact are generally not eligible for return due to hygiene and safety considerations, unless the item arrived defective or damaged.

Custom-sized products, OEM-branded items, and made-to-order pools or spas are considered final sale and are not eligible for return unless they arrive defective or do not match the agreed specifications.

Defective or Damaged Items

If your order arrives damaged or defective, please contact our customer service team within 48 hours of delivery. We will require photos of the damaged item, packaging, and any relevant details to process your claim quickly. Depending on the situation, we will offer a replacement, repair, or full refund for defective or damaged products at no additional cost to you.

We stand behind the quality of every inflatable pool, portable hot tub, above-ground pool, and portable spa we sell, and we are committed to resolving any manufacturing defects promptly and fairly.

Refund & Returns Policy: How to Initiate a Return

To begin a return, please contact our customer service team via phone or email with your order number and the reason for the return. Our team will provide you with return instructions, including the appropriate shipping address and any required documentation.

Customers are responsible for return shipping costs unless the return is due to a defective, damaged, or incorrect item shipped by Portable Pools & Tubs Co. We recommend using a trackable shipping method for all returns to ensure safe and confirmed delivery of the returned item.

Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are typically processed within 5–10 business days and will be credited back to your original payment method. Please note that your bank or payment provider may require additional time to reflect the refund in your account.

Shipping costs are generally non-refundable, except in cases where the return is due to a defective, damaged, or incorrect item. If a partial refund is issued due to a restocking fee or missing components, the amount deducted will be clearly communicated to you before the refund is finalized.

Restocking Fees

Certain large items, including above-ground pools and portable hot tubs, may be subject to a restocking fee of up to 15% for approved returns that are not due to defects or shipping errors. This fee helps cover the cost of inspection, repackaging, and restocking of large or freight-shipped items. Any applicable restocking fee will be clearly disclosed to you before your return is finalized.

Exchanges

If you would like to exchange a product for a different size, model, or item, please contact our customer service team to discuss availability. Exchanges are subject to the same eligibility requirements as standard returns, and any price difference between the original and new item will be charged or refunded accordingly.

Cancellations

Orders may be canceled free of charge within 24 hours of purchase, provided the order has not yet entered processing or shipped. Once an order has been processed or shipped, standard return procedures and any applicable restocking fees will apply.

For custom or made-to-order products, cancellations may only be accepted before production begins. Please contact our team as soon as possible if you need to cancel a custom order.

International Returns

International customers are welcome to initiate returns under the same 30-day eligibility window; however, customers are responsible for return shipping costs, customs fees, and any duties associated with returning the product to our Brooklyn, NY facility. We recommend contacting our customer service team before initiating an international return to confirm the most efficient and cost-effective return method.

Non-Returnable Items

Certain items are not eligible for return, including used pool and spa accessories, chemical treatment products, custom-branded or OEM items, and any product explicitly marked as “final sale” at the time of purchase. These exclusions help us maintain hygiene, safety, and quality standards across our product catalog.

Warranty Claims

Many of our products, including portable hot tubs, above-ground pools, and portable spas, come with manufacturer warranties covering specific defects or performance issues beyond the standard 30-day return window. Please refer to your product’s included warranty documentation or contact our customer service team for guidance on submitting a warranty claim.

Contact Us

If you have questions about a return, refund, or exchange, our customer service team is here to help.

Portable Pools & Tubs Co. 66 Brooklyn Street, Brooklyn, NY, USA Phone: +1 (332) 281-8222 Email: info@portablepoolsandtubs.com

This Return & Refund Policy is provided as a general template. We recommend having it reviewed by a qualified attorney to ensure compliance with applicable consumer protection laws in your operating regions. if you need help, contact us HERE