Refund policy

RETURNS

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You may cancel and return your order within 14 working days after the date of delivery. You must notify us when returning goods by mailing or emailing us and quoting your order number and order details. If there are any problems or issues with the goods being returned then you must notify us at the time of cancellation. 

Returns made within 28 days but after 14 working days will be subject to the warranty of the goods purchased. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
All returns must be sent to 99 Hawthorn Road, Woking, GU22 0BG.

There are certain situations where refunds may not be granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 28 days after delivery
* Any item that the customer tries to return but does not get delivered to us or goes missing in transit from the customer to us

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@empirepoolsupplies.co.uk.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

You will be responsible for paying for your own shipping costs for returning any item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

You should consider using a trackable or recorded shipping service or purchasing shipping insurance when returning goods. We won't be held responsible for goods that go missing or goods that are damaged in the period of time that the goods are in the customer's care until they are returned to us. If the goods returned by the customer are not in their original condition, are damaged or do not end up in our possession then we have the right to not issue the customer with a refund.