Returns and refunds

If something isn’t right, talk to us first. Most problems are solved quickly with a phone call.

Last updated 22 October 2026.

Changing your mind (private customers)

• You can cancel your order for any reason within 14 days, starting the day after you (or someone you nominate) receive the goods. For an order delivered in parts, the 14 days start the day after the last part arrives.
• To cancel, tell us clearly by email to marc@poolandwellness.com or by phone on 07845 263 917. You don’t have to give a reason.
• You then have a further 14 days to send the goods back. Please contact us before sending anything: we will give you the return address, which may be the supplier’s warehouse rather than ours.
• You pay the cost of returning the goods. For large items this can be significant; we can tell you the likely cost before you decide.
• Goods should be unused and, where possible, in their original packaging. You may handle and inspect them as you would in a shop, but if they have been used, installed, plumbed or wired in, or damaged, we may reduce your refund to reflect their loss in value.

Your refund

• We refund the price you paid and the standard delivery charge for the original delivery (not any extra you paid for a faster or special delivery).
• We refund within 14 days of receiving the goods back, or of you showing us proof that you have sent them, whichever is sooner.
• Refunds go back to the method you paid with.

Items that can’t be returned for a change of mind

• Goods made to your measurements or specification, such as pool covers, liners and lining kits, panel pools and other made-to-measure items.
• Goods specially ordered for you that the supplier will not take back, if we told you this before you ordered.
• Items that, once used or installed, become mixed with other things and can’t be separated, such as filter media and chemicals.
• Sealed goods that aren’t suitable for return for health or hygiene reasons once unsealed.

This doesn’t affect your rights if an item is faulty or not as described.

Faulty or damaged goods

• If goods arrive damaged or develop a fault, contact us straight away. You don’t pay to return faulty goods.
• Under the Consumer Rights Act 2015, you can reject faulty goods within 30 days of delivery for a full refund. After 30 days, we will repair or replace them; if that isn’t possible or doesn’t fix the problem, you can have a refund (which may be reduced for the use you have had after the first six months).
• Many products also carry a manufacturer’s warranty. We will help you make a claim. A warranty is in addition to your legal rights, not instead of them.
• Faults caused by incorrect installation, poor water balance, misuse or normal wear and tear are not covered.

Business customers

The 14-day right to cancel applies to private customers only. If you buy for a business, we will still always talk to you about a return, and you keep your rights if goods are faulty.

Servicing

For servicing contracts and one-off services, see the cancellation section of our terms of sale.

Contact us

Pool + Wellness (Marc McMullan, trading as Pool + Wellness)
Broughshane, Co. Antrim, Northern Ireland
Phone 07845 263 917 · Email marc@poolandwellness.com
We reply the same or the next working day.