Refund policy

RETURN POLICY
General

  • All returns must be requested within 30 days of receiving the product. (Limited Cover Warranty claims are excluded from this timeframe.)
  • All returns require prior authorization. To request a return, email info@pooltreesystem.com with: 
    • Order number or proof of purchase
    • Purchase date
    • Product(s) being returned (include pool size)
    • Reason for return
    • Photos (if applicable)
  • Unauthorized returns will not be accepted.
  • Authorized returns must be received by PoolTree System within 30 days of the return authorization date.
  • Products should be returned with all original components and packaging whenever possible. Missing components, damaged packaging, or missing documentation may result in additional deductions or refusal of the return.
    Refunds are issued within 5 business days after inspection. 

COVER RETURNS
Customers are responsible for verifying their pool size and ordered cover size/dimensions BEFORE opening or installing the cover.

Unopened Covers: Returned within 30 days of delivery, unopened, in original factory packaging, and in resalable condition are eligible for a full refund (less original shipping charges).

Opened Covers (NOT Installed): Once removed from factory packaging, covers cannot be repacked to factory standards and require special handling and inspection. As a result, all opened (but uninstalled) covers are subject to a 20% restocking fee.

Installed Covers: Covers that have been installed, or show signs of installation (including dirt, grass, leaves, weather exposure, or similar evidence of use), are not eligible for return unless eligible for coverage under the Limited Cover Warranty.

Winch & Cable Assembly: If the cable/winch assembly has been removed from its packaging, installed, or used, the full retail value of the assembly ($25.99) will be deducted from any applicable refund.

LIMITED COVER WARRANTY
PoolTree System Covers are warranted to be free from defects in materials and workmanship under normal residential use. This warranty applies solely to the original purchaser.

Covered Manufacturing Defects:

  • Seam separation due to manufacturing 
  • Defective stitching 
  • Missing or improperly installed grommets 
  • Defective fabric resulting from manufacturing 
  • Other defects determined by PoolTree System to be the result from defects in
  • materials or workmanship.

This Warranty Does NOT Cover:

  • Incorrect size ordered
  • Improper installation or stretching
  • Grommets pulled out due to excessive stress or over-tightening 
  • Punctures, tears, cuts, or abrasion 
  • Sharp pool rails, coping, or failure to pad sharp edges 
  • Damage caused by dragging the cover 
  • Normal weathering, fading, or UV deterioration
  • Damage caused by animals, wind, ice, standing water, chemical exposure, mold, mildew, or acts of nature  

POOLTREE SYSTEMS & REPLACEMENT PARTS
Unopened Products: Products returned unopened in original packaging are eligible for a full refund (less original shipping charges).

Opened Products: Products removed from packaging but remaining in like-new, resalable condition are subject to a 15% restocking fee.

Installed or Used Products: Products showing signs of installation, use, damage, or missing components will receive a reduced refund or be deemed ineligible for return.

SHIPPING

  • Original shipping charges are non-refundable.
  • Return Address: 
    PoolTree System LLC
    30 Case Circle
    Higganum, CT 06441
  • Return shipping is the customer’s responsibility and is non-refundable. We strongly recommend using a trackable shipping service and/or purchasing insurance, as PoolTree System LLC is not responsible for items lost or damaged during return transit.

ADDITIONAL TERMS

  • PoolTree System LLC is not responsible for installation or removal costs, water loss, chemicals, or any incidental or consequential damage resulting from the use of this product.
  • PoolTree System LLC reserves the right to inspect any returned product prior to issuing a refund or approving a warranty claim. 
  • PoolTree System LLC reserves the right to refuse any return that has been damaged, altered, excessively soiled, improperly packaged, or is otherwise not in resalable condition. 
  • PoolTree System LLC reserves the right to repair, replace, or refund the original purchase price of any product determined to have a manufacturing defect. The selected remedy will be determined solely at PoolTree System LLC’s discretion.