Shipping policy

STANDARD DELIVERY 

We offer free standard shipping on all products within the United Kingdom that can be selected when choosing the shipping address.  

You are responsible for the correct input of the delivery address; We do not hold any responsibility for shipments that have been delivered on an incorrect address (that was communicated with us prior to the shipment). In case we need additional information regarding a delivery address, you may be approached by us in order to provide additional information. A delay in the delivery may occur in case additional information regarding the delivery address is needed.

We will use reasonable efforts to deliver the order within the expected delivery terms to the delivery address.If delivery suffers a delay, or if the order is not (or only partly) executable, you will be informed about this as soon as reasonably possible after the order has been placed. In this case, you have a right to dissolve the contract free of charge.

The risk of damage and/or loss of products rests upon PoolSan up to the moment of delivery to the delivery address, unless this has explicitly been agreed otherwise.

In case you receive a product that you did not order, you must inform us hereof as soon as possible (within 24 hours after receiving the order) by email (or through the contact of our Website). You will take care of the return shipment of such a product after receiving return instructions from us. We will bear the costs of said shipment and will subsequently take care of the shipment of the correct product, provided you have fully conformed with the return instructions from us.

In case you received a damaged or incomplete product, you must inform the PoolSan customer care team as soon as possible (within 24 hours after receiving the order) through our website contact form. Subsequently, we will decide how to deal with the matter at hand; you must always inform us in the aforementioned situation(s) and wait for the instructions of the our customer care team. If you return a product in this situation at your own costs, without first contacting and awaiting the instructions of the customer care team, you cannot claim the costs you made from us (nor hold us responsible for the return shipment that took place without prior consent from us). In case the order that has been shipped or is being shipped by us to you, is missing, went missing, or in case you claim that you did not receive the order (despite information such as the track & trace data / carrier information, indicating otherwise), the complaint procedure of the carrier will be started and the outcome of this procedure will be awaited, before any refund or re-shipment shall take place. You will fully cooperate with the complaint procedure of the carrier.

In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), we will either refund you or we will try to re-ship the ordered product. In case a shipment still has not been delivered at your delivery address (or the pick-up point) 14 days after the shipment date, you have the obligation to inform our customer care team by email within 14 days (meaning: ultimately 28 days after the shipment date).