REFUND CANCELLATION & DELIVERY POLICY
1. Overview
At Aqua Swimming Pool we are committed to supplying high-quality swimming pool
equipment, accessories, chemicals, and related products across the United Arab Emirates.
This policy outlines our terms regarding order cancellation, returns, refunds, and delivery charges in
accordance with applicable UAE Consumer Protection regulations.
2. Order Cancellation Policy
2.1 Cancellation Before Dispatch
Orders may be cancelled before dispatch by contacting us via email or phone.
If cancelled before dispatch:
. A full refund will be issued.
. Payment gateway or bank transaction charges (if any) may be deducted.
. Any special procurement costs already incurred may be deducted.
2.2 Cancellation After Dispatch
Once an order has been dispatched, it cannot be cancelled.
Customers may request a return after delivery, subject to the Return & Refund conditions below.
3. Return & Refund Policy
3.1 Eligible Returns
Returns or replacements will only be considered under the following circumstances:
. Product received is damaged during delivery
. Product is defective or malfunctioning
. Incorrect item delivered
Customers must notify us within 48 hours of delivery and provide:
. Order number
. Clear photos/videos of the product and packaging
. Description of the issue
Failure to notify within the stated time frame may result in rejection of the claim.
3.2 Non-Returnable / Non-Refundable Items
The following items are strictly non-returnable and non-refundable unless proven defective:
. Swimming pool chemicals (chlorine, acid, salt, testing kits, etc.)
. Opened, used, or installed products
. Electrical items once installed or connected
. Custom-made or special-order items
. Imported items procured specifically for the customer
. Clearance or discounted products
. Products damaged due to improper installation or misuse
3.3 Return Conditions
Approved returns must meet all of the following:
. Product must be unused and uninstalled
. Original packaging, manuals, labels, and accessories must be intact
. Proof of purchase must be provided
The Company reserves the right to inspect returned goods before approving a refund or replacement.
3.4 Refund Processing
. Approved refunds will be processed within 7–14 business days
. Refunds will be issued to the original mode of payment
. Delivery charges are non-refundable
. In case of replacement, delivery timelines may vary based on stock availability
4. Warranty Claims
Products covered under manufacturer warranty will be handled strictly in accordance with the respective manufacturer’s warranty terms and conditions.
Aqua Swimming Pool acts as a supplier and is not responsible for final warranty decisions made by manufacturers.
Warranty Claim Process
Customers must notify us in writing with:
Order number
Product details
Clear photos/videos showing the issue
The product may be subject to inspection before approval.
If required, the item must be returned to our warehouse or authorized service center for evaluation.
Warranty Claim Timeline
Once a complete warranty claim request is received (including required documents and product inspection if applicable), Aqua Swimming Pool will:
Review and process the claim within 7 working days
Provide an update regarding approval, rejection, repair, or replacement within this timeframe
Please note:
The 7 working day timeline applies only after all required documents and the product (if required) are received.
Delays caused by manufacturers, spare part availability, or external service centers may extend the resolution period.
Warranty does not cover damages caused by improper installation, electrical faults, chemical imbalance, misuse, or unauthorized repairs..
5. Delivery & Shipping Policy
5.1 Delivery Coverage
We deliver across the United Arab Emirates. Delivery timelines vary depending on product availability and
delivery location.
Estimated delivery time for in-stock items:
1–3 working days
5.2 Delivery Charges Structure (UAE)
Delivery charges on order value and delivery as follows:
Orders Above AED 3,000
✅Free delivery within UAE
Orders below AED 1,000
🚚AED 2.50
(Charged from our warehouse location to the delivery address.)
Orders between AED 1,000 and AED 2,999
🚚AED 2.00
(Charged from our warehouse location to the delivery address.)
5.3 Failed Delivery
If delivery fails due to:
. Incorrect address provided
. Customer unavailable at delivery location
. Refusal to accept goods
Re-delivery charges will apply as per the standard structure.
6. Customer Responsibilities
Refunds or returns will not be accepted if:
. Installation was performed by an unqualified technician
. Manufacturer installation guidelines were not followed
. Damage occurred due to improper water chemistry balance
. Electrical faults or improper wiring caused the damage
. The issue was reported beyond the stated timeframe
7. Policy Updates
Aqua Swimming Pool reserves the right to amend this policy at any time without prior notice. The updated
version will be effective immediately upon posting on our website.