Refund policy

RETURN, REFUND AND CANCELLATION POLICY

Effective and last updated: August 31, 2026

This policy applies to purchases from Pool Direct Supply, operated by Zeto International LLC.

Many products are supplied directly by a manufacturer or distributor. Some products are special order, configured for a particular pool system, made to order, oversized, or delivered by freight.

Please review this policy and any product specific conditions before purchasing.

30 DAY RETURN REQUEST WINDOW

For most eligible products, a return may be requested within 30 calendar days after delivery.

A return request is not automatically approved. The product must meet the eligibility requirements below and must not be subject to a product specific restriction disclosed before purchase.

RETURN ELIGIBILITY

Unless Pool Direct Supply agrees otherwise in writing or applicable law requires otherwise, an eligible return must be:

• New and unused
• Uninstalled
• Unmodified
• Complete and in resalable condition
• Unexposed to pool water, spa water, chemicals, salt, weather, gas, or operating conditions
• Not connected to plumbing, electricity, gas, automation, or control systems
• Returned with all manuals, hardware, accessories, labels, and included components
• Returned in the original packaging, crate, and pallet where applicable
• Supported by proof of purchase
• Covered by written return authorization
• Sent to the return location specified by Pool Direct Supply

The authorized return location may be a manufacturer, distributor, or warehouse. Do not send a return to our Texas business address unless instructed in writing.

PRODUCTS THAT MAY NOT BE RETURNABLE

The following products may be final sale or subject to more restrictive conditions when the restriction was clearly disclosed before purchase:

• Custom or made to measure pool covers
• Products cut, drilled, programmed, configured, fabricated, or altered for a customer
• Special order products that the manufacturer or distributor will not accept back
• Installed, wired, plumbed, connected, activated, or operated products
• Products exposed to water, chemicals, salt, gas, fuel, or weather
• Opened chemicals, sanitation products, or water treatment products
• Installed or used replacement parts
• Opened electrical products where a return would create a safety, fraud, or resale concern
• Clearance, discontinued, or final sale products identified before purchase
• Gift cards
• Products damaged after delivery through improper handling, storage, installation, maintenance, or use

These exclusions do not remove applicable remedies for an incorrect product, approved damage claim, covered defect, or another problem for which Pool Direct Supply is responsible.

BUYER REMORSE RETURNS

Buyer remorse includes:

• Change of mind
• Incorrect measurement
• Incorrect model selection
• Compatibility mistakes
• Duplicate purchases
• Unsuitable installation location
• Failure to obtain required permits or professional approval
• Refusal of an undamaged delivery
• Failure to prepare an accessible delivery location

For an approved buyer remorse return, the customer may be responsible for:

• Actual original outbound shipping costs
• Return shipping and freight
• Storage, redelivery, reconsignment, or address correction charges
• Additional packaging, crating, or pallet costs
• A manufacturer or distributor restocking fee disclosed before purchase
• Other documented and nonrecoverable costs directly associated with the return

Pool Direct Supply will not impose a discretionary restocking fee that was not disclosed before purchase.

When a return is authorized, Pool Direct Supply will provide a written explanation of expected return costs and deductions.

FREE SHIPPING ORDERS

Free shipping means Pool Direct Supply paid or absorbed the standard outbound shipping expense.

If a free shipping product is returned because of buyer remorse, the actual standard outbound shipping cost may be deducted from the refund where permitted by law.

This deduction does not apply when a return results from our error, an approved damage claim, a covered defect, or another circumstance where applicable law requires us to bear the cost.

HOW TO REQUEST A RETURN

Email hello@pooldirectsupply.com and provide:

• Order number
• Customer name
• Product name
• Model and serial number where applicable
• Reason for the return
• Description of the product condition
• Clear photographs of the product and packaging
• Details of any assembly, installation, connection, operation, or modification

Do not ship a product until written return authorization and the correct return instructions have been issued.

Unauthorized returns, collect shipments, refused deliveries, or products sent to the wrong address may be rejected or may create additional charges.

RETURN SHIPPING

Unless a return results from our error, an approved freight damage claim, a covered defect, or applicable law requires otherwise, the customer is responsible for return shipping.

The customer is responsible for packaging the product safely and using the required shipping method.

EXCHANGES

Approved exchanges are normally processed as a return of the original eligible product and a separate order for the replacement product.

Applicable price differences, shipping costs, and disclosed return costs may apply.

ORDER CANCELLATIONS

Contact Pool Direct Supply immediately to request cancellation.

A cancellation is not effective until Pool Direct Supply confirms it in writing.

An order may become noncancelable after:

• A manufacturer or distributor accepts the order
• Inventory is allocated
• Production, programming, configuration, or fabrication begins
• Custom materials are ordered or cut
• Freight is booked
• The order ships
• Pool Direct Supply or a supplier incurs a documented and nonrecoverable cost

Custom, configured, made to order, and special order products may become final sale once procurement or production begins when that restriction was disclosed before purchase.

Orders that have shipped cannot be cancelled and must follow the applicable return process.

DAMAGED, DEFECTIVE, INCORRECT, OR MISSING PRODUCTS

Inspect every shipment promptly.

Report visible damage, concealed damage, an incorrect product, shortages, or missing components as soon as possible, preferably within 24 hours.

Include the order number, photographs, shipping label, serial number where applicable, delivery receipt where applicable, and a description of the problem.

Keep the product and all packaging. Do not install, connect, operate, modify, repair, or return the product until Pool Direct Supply provides instructions.

A product defect may be handled through the applicable manufacturer warranty. Available remedies may include technical support, replacement parts, repair, replacement, or another remedy stated in the warranty.

Nothing in this policy limits rights that cannot lawfully be limited.

REFUNDS

After an authorized return is received and inspected, Pool Direct Supply will notify the customer whether the refund is approved and identify any permitted deductions.

An approved refund will be issued to the original payment method within 10 business days after approval unless applicable law requires a shorter period.

Banks, card issuers, financing providers, and other payment providers may require additional time to post the refund.

CONTACT INFORMATION

Online ordering is available 24 hours a day.

Customer service is available 24 hours a day, seven days a week by phone and text at (817) 587 4397.
Email and contact form messages may be submitted at any time and are normally answered within 12 business hours.

Pool Direct Supply
Operated by Zeto International LLC
Email: hello@pooldirectsupply.com
Phone: (817) 587 4397
Business mailing address: 445 Capricorn St, Cedar Hill, TX 75104, United States

Do not send returns to the business mailing address unless instructed in writing.