Refund policy

At PoolBox, we stand behind our service and take pride in delivering professional-grade pool care solutions. Because pool chemistry is highly dependent on correct application, environmental conditions, and pool usage, our return and refund policy is designed to protect both our customers and our business.

Please review this policy carefully.

 

 

1. Service Area & Support Commitment

PoolBox currently operates within a limited, managed service radius. This allows us to provide hands-on support when needed, including the ability to dispatch a technician to assess issues with water balance or chemical performance before a refund is issued.

Our goal is always to correct the issue first, not immediately default to a refund.

 

 

2. PoolBox Subscription Orders (Essential, Signature, Elite)

Eligibility for Refunds

Refunds for PoolBox subscription shipments may be considered only if all of the following conditions are met:

  • The customer has followed the PoolBox instructions exactly as provided.

  • The customer provides verifiable proof that each chemical was added correctly and according to directions.

  • The issue is reported within a reasonable timeframe after delivery.

Required Proof of Proper Use

Because improper chemical application is the most common cause of pool issues, customers requesting a refund must provide documentation, which may include:

  • Written logs or notes showing when and how chemicals were added

  • Photos or videos of chemical application

  • Water test results before and after application

  • Any other reasonable documentation requested by PoolBox

Failure to provide proof of proper application will result in denial of the refund request.

 

 

3. Technician Assessment & Resolution

Before issuing a refund, PoolBox reserves the right to:

  • Dispatch a PoolBox technician to inspect the pool (when applicable)

  • Adjust chemical treatment or provide corrective guidance

  • Replace chemicals if deemed appropriate

If PoolBox determines that the issue is caused by improper chemical use, external chemicals, environmental factors, or non-PoolBox interference, no refund will be issued.

 

 

4. À La Carte Chemical Purchases (Non-Subscription)

All à la carte chemical purchases made through the PoolBox online store are:

🚫 Final Sale

🚫 Non-returnable

🚫 Non-refundable once delivered

This includes any chemicals purchased individually outside of an active PoolBox subscription.

Due to safety, handling, and regulatory concerns, we do not accept returns or issue refunds for delivered chemicals purchased à la carte.

 

 

5. Refund Method & Timing

If a refund is approved:

  • Refunds will be issued to the original payment method

  • Processing times may vary depending on the payment provider

  • Shipping fees (including express or priority delivery fees) are non-refundable

 

 

6. External Factors Not Covered

Refunds will not be issued for issues caused by:

  • Chemicals added incorrectly or out of sequence

  • Chemicals purchased outside of PoolBox

  • Weather conditions, heavy pool usage, or contamination

  • Equipment failures (pumps, filters, heaters, etc.)

  • Failure to follow PoolBox instructions or recommendations

 

 

7. Policy Abuse & Discretion

PoolBox reserves the right to deny refunds or terminate service for customers who:

  • Repeatedly request refunds without valid cause

  • Fail to follow instructions

  • Misrepresent chemical usage or documentation

  • Attempt to abuse the refund policy

All refund decisions are made at PoolBox’s sole discretion.  Please note: we value every case to protect our customers interests. 

 

 

8. Contact & Support

If you believe there is an issue with your PoolBox subscription, please contact us at:

📞 [570-350-8343]

We are committed to resolving issues professionally and fairly