Returns Policy
REQUESTING A RETURN
To initiate a return of merchandise, please submit an online Returned Material Authorization (RMA) form. YOU MUST PROVIDE A VALID REASON FOR RETURN (see below). Once a return has been approved and the product is received back to our warehouse under the terms listed below, you will receive a refund.
Items should be inspected immediately upon receipt. We will accept merchandise for return that was purchased directly from us within 30 days of shipment date. Putting your poolmat in the water or discarding the packing material are considered used merchandise. Used merchandise CAN NOT be returned. Shipping charges are non-refundable.
DEFECTIVE ITEMS
We fully stand behind all our products. We will take care of any problems with merchandise that arrives damaged or unsatisfactory. If the item appears faded or doesn’t meet the customer’s expectations, but has no apparent damage, it is considered defective. Handling this type of return will differ. Call or email us before returning defective merchandise.
PLEASE NOTE: Your decorative POOLSAIC™ Pool Mat is manufactured with a clear laminate surface to protect the vibrant design. This film may develop wrinkles when rolled for shipment and storage. Please note that these wrinkles are not visible when your Pool Mat is installed and are NOT considered defects.
DAMAGED RETURNS
If a shipment arrives with obvious shipping damage, please call customer service immediately at 1-844-516-6460. Save all packaging material and paperwork. If you attempt to return the merchandise without contacting us, you jeopardize your chances of making a claim, and you may not receive credit for the return.
CUSTOM POOLMATS
Includes monogram Poolsaics™, customer supplied graphics and poolmats created by our art department. Custom pool graphics are not resalable and therefore, are not returnable. We do not accept returns of any custom products.
CANCELLATION POLICY
We will cancel your order and issue a refund as long as your item has not been shipped. Once your order has obtained a UPS or FedEx tracking number, a 20% restocking fee will be applied. You can return the item after it has been shipped for a 20% restocking fee and you will be responsible for return shipping. We do not refund shipping charges once items have left our facilities.
RESTOCKING FEES
| Return request reason | Restocking fee |
| The buyer changes their mind* about a purchase and returns an item in the original condition within the return window. | Yes. 20% of item's price. |
| The buyer receives damaged or defective item and returns it within the 30-day return period. | No. |
| The buyer returns an item that is different from what they ordered and returns it within the 30-day return period. | No. |
*The customer returns the item for one of the following reasons:
- Accidentally ordered wrong product
- Better price available
- No longer needed/wanted