Refund and Returns Policy

1. Overview

At Dolphin Pool Vacuum (“we,” “us,” “our”), customer satisfaction is our priority. This Refund & Return Policy outlines the terms under which you may return a product or request a refund after purchasing from dolphinpoolvacuum.com. By placing an order with us, you agree to the terms below.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

• The request must be initiated within 5 days of the delivery date.
• The item must be unused, in its original condition, and in the original packaging with all accessories, manuals, and tags included.
• Proof of purchase (order number or receipt) must be provided.
• The product must not be damaged due to misuse, improper installation, or normal wear and tear.

Non-Returnable Items:

• Products marked as “Final Sale” or “Clearance”
• Items returned without original packaging or missing components/accessories
• Products showing signs of use beyond inspection/testing (e.g., visible wear, water/chemical residue, scratches from pool use)
• Gift cards or promotional vouchers

3. How to Initiate a Return

1. Contact our support team at support@dolphinpoolvacuum.com with your order number, the item(s) you wish to return, and the reason for the return.
2. Our team will review your request and, if approved, send you a Return Merchandise Authorization (RMA) number along with return shipping instructions.
3. Pack the item securely in its original packaging and clearly write the RMA number on the outside of the box.
4. Ship the item to the return address provided in your RMA confirmation email.

Important: Returns sent without a valid RMA number may be refused or delayed.

4. Return Shipping Costs

• Defective, damaged, or incorrect items: We cover the return shipping cost and will provide a prepaid shipping label or reimburse reasonable shipping costs.
• Change of mind / buyer’s remorse / wrong item ordered by customer: The customer is responsible for return shipping costs, which will be deducted from the refund where applicable.
• We recommend using a trackable shipping method, as we are not responsible for items lost or damaged in transit back to us.

5. Refunds

5.1 Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5–10 business days to your original method of payment. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

5.2 Restocking Fee
A restocking fee of up to 15% may apply to returns due to change of mind, particularly for large items (e.g., robotic pool cleaners, automatic pool vacuums) that require repackaging and quality inspection. Any applicable restocking fee will be clearly communicated before your return is finalized.

5.3 Partial Refunds
Partial refunds may be granted in cases where:

• The item is returned with missing parts or accessories not due to our error
• The item shows minor signs of use or damage not affecting core functionality
• The return is requested after the 30-day window but within 45 days (at our discretion)

5.4 Late or Missing Refunds
If you haven’t received a refund after the stated processing time:

• Check your bank account again
• Contact your credit card company, as it may take time for the refund to post officially
• Contact your bank, as there is often processing time before a refund is posted
• If you’ve done this and still have not received your refund, contact us at support@dolphinpoolvacuum.com

6. Exchanges

We are happy to exchange an item if:

• It arrived defective or damaged, or
• You received the wrong item due to our error

For exchanges due to sizing/model preference (e.g., wanting a different pool vacuum model), the original item must meet the standard return eligibility criteria, and the customer may be responsible for any price difference and shipping costs.

7. Damaged or Defective Items

If your pool vacuum or accessory arrives damaged or defective:

1. Contact us within 48 hours of delivery at support@dolphinpoolvacuum.com.
2. Include your order number and clear photos/video of the damage or defect.
3. We will arrange a replacement, repair, or full refund at no additional cost to you, including return shipping where applicable.

8. Manufacturer Warranty

Many of our pool vacuum products are covered by the original manufacturer’s warranty (typically ranging from 1–2 years depending on the model and brand). Warranty claims for issues arising after our 30-day return window may need to be processed directly through the manufacturer. We will assist you in identifying the correct warranty contact and process where needed.

9. Order Cancellations

• Orders cancelled before shipment are eligible for a full refund.
• Orders cancelled after shipment will be treated as a standard return once received, subject to the terms above.
• If your order was custom-configured or pre-ordered, cancellation terms may vary and will be communicated at the time of purchase.

10. International Orders

For international orders (outside the country of origin), customers are responsible for return shipping costs and any customs duties or taxes incurred during the original shipment or the return process. Refunds will not include original shipping charges or customs fees paid, except in cases of our error or product defect.

11. How to Contact Us

For all return, refund, or exchange inquiries:

Dolphin Pool Vacuum — Customer Support
Email: support@dolphinpoolvacuum.com
Address: Lauderdale, FL, USA
Support Hours: [Insert Hours, e.g., Mon–Fri, 9am–5pm]

12. Changes to This Policy

We reserve the right to update or modify this Refund & Return Policy at any time. Changes will be posted on this page with an updated “Last Updated” date. Continued use of our website and services after changes are posted constitutes your acceptance of the revised policy.

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A couple of things worth flagging since this is a dropshipping-style single-product site:

Payment processor compliance — Stripe/PayPal and similar typically expect a visible, clear refund policy linked in your footer and checkout flow — this one should satisfy that.

Supplier return windows — if you’re sourcing from a supplier/manufacturer rather than holding stock yourself, make sure your stated return window (30 days here) doesn’t exceed what your supplier actually allows you to return to them, or you could end up eating costs.