Refund policy
Refund and Returns Policy
Last Updated: June 19, 2026
This Refund and Returns Policy explains how returns, refunds, exchanges, and cancellations are handled for orders placed with National Pool Supply, operated by DHB Enterprises LLC, through nationalpoolsupply.com. For shipping and delivery information, please see our Shipping Policy.
Order Cancellations
You may cancel an order at any time before it ships. Please reach out to us within 1-2 hours of placing your order if you intend to request a cancellation. To request a cancellation, contact us as soon as possible at support@nationalpoolsupply.com with your order number. If your order has already shipped, it cannot be canceled, but you may be able to return it under the terms below.
Return Authorization (Required)
All returns must be approved by us before you send anything back. To start a return, email us at support@nationalpoolsupply.com with your order number and the reason for the return. If your item is defective, damaged, or incorrect, please include photos. We will review your request and, if approved, provide a Return Merchandise Authorization (RMA) and return instructions. Returns sent to us without prior authorization may be refused or delayed.
Defective, Damaged, or Incorrect Items
If you receive an item that is defective, arrives damaged, or is not what you ordered, we will make it right at no cost to you. This applies when the issue is reported within 30 days of delivery.
- Contact us at support@nationalpoolsupply.com within 30 days of delivery with your order number and photos of the item and packaging.
- Once approved, we will provide a prepaid return shipping label. You do not pay return shipping for defective, damaged, or incorrect items.
- After we receive and inspect the item, we will issue a replacement or a full refund, including any original shipping costs, at your preference where a replacement is available.
No restocking fee applies to defective, damaged, or incorrect items.
Change-of-Mind Returns
If you change your mind or ordered the wrong item, you may request a return within 30 days of delivery, subject to the following conditions:
- The item must be unused, in its original condition, and in its original packaging.
- You must request and receive a Return Merchandise Authorization (RMA) before shipping the item back.
- You are responsible for return shipping costs.
- A restocking fee of 15% of the item price applies to change-of-mind returns.
- Original shipping costs are not refunded.
Items that are returned used, opened, or not in their original condition may be rejected, or may be subject to additional deductions, at our discretion.
Non-Returnable Items
Some items may be non-returnable for safety or regulatory reasons, including opened or used pool chemicals. If an item is non-returnable, this will be stated on the product page or during the return authorization process.
Exchanges
If you would like to exchange an item for a different size, color, or product, contact us at support@nationalpoolsupply.com within 30 days of delivery to arrange an exchange. Exchanged items must be unused and in their original packaging. No restocking fee applies to exchanges. You are responsible for return shipping on exchanges unless the exchange is due to a defective, damaged, or incorrect item.
How Refunds Are Processed
Once we receive your returned item, we will inspect it to confirm it meets the conditions of this policy. If the return is approved, we will issue your refund to the original payment method within 5 to 7 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
If a return does not meet the conditions of this policy, for example if a change-of-mind item is returned used or without authorization, we will contact you. In that case, the item may be returned to you, or a refund may be issued with applicable deductions, at our discretion.
Contact Us
If you have any questions about returns or refunds, contact us at support@nationalpoolsupply.com or +1 978-222-0628
