Welcome to UK Pool Essentials’ FAQ section. Below you’ll find answers to common questions about our products, delivery, payments and more. If you can’t find what you’re looking for, please contact our customer service team at [email protected].

About Our Products

What types of products do you specialise in?
We specialise in professional-grade climate control and pool equipment, including heat pumps (Dura Pool, Hydro-Pro), condensate pumps (Aspen, Blue Diamond), pool cleaning systems, and accessories from leading brands like Daikin, Mitsubishi, Fujitsu, LG and Panasonic.
Are your products suitable for both residential and commercial use?
Yes, our products are designed to meet both residential and commercial requirements. We supply HVAC contractors as well as homeowners looking for high-quality pool and climate control solutions.
Do you sell genuine branded products?
Absolutely. All our products are 100% genuine and sourced directly from manufacturers or authorised distributors. We never sell counterfeit or imitation products.

Ordering & Account Questions

How can I track my order?
Once your order has been dispatched, you’ll receive a shipping confirmation email containing your tracking number. You can use this to track your package through the carrier’s website (DHL, FedEx or EMS).
Can I change or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to change or cancel your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t already been processed.
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track your orders more easily and saves your information for future purchases.

Shipping & Delivery

What are your shipping options?
We offer two shipping methods:
1. Standard Priority Shipping (£12.95 flat rate): Delivered by DHL or FedEx in 10-15 business days after dispatch
2. Free Economy Shipping (for orders over £50): Delivered by EMS in 15-25 business days after dispatch
How long does order processing take?
We process all orders within 1-2 business days for quality checks and packaging before dispatch.
Do you ship internationally?
Yes, we ship globally except to certain remote regions in Asia and other specified locations due to logistical constraints. Please contact us if you’re unsure about delivery to your location.
What if I need my order urgently?
For urgent commercial requirements, please contact our team directly at [email protected] to discuss express delivery options.

Payments

What payment methods do you accept?
We accept Visa, MasterCard, JCB and PayPal for your convenience and security.
Is my payment information secure?
Yes, we use industry-standard encryption to protect all payment transactions. We never store your full payment details on our servers.

Returns & Warranty

What is your return policy?
We offer a 15-day return policy from the date of receipt. To initiate a return, please contact our customer service at [email protected] with your order details.
Who pays for return shipping?
The customer is responsible for return shipping costs unless the return is due to our error or a defective product.
Do your products come with manufacturer’s warranty?
Yes, all our products come with the standard manufacturer’s warranty. Warranty periods vary by product and brand – please check individual product pages for details or contact us for specific warranty information.

Technical Support

Do you provide installation support for your products?
While we don’t offer installation services directly, our team can provide basic technical guidance. For complex installations, we recommend consulting with a qualified HVAC professional.
Where can I find product manuals?
Most product manuals are available for download on the manufacturer’s website. If you need assistance locating a specific manual, please contact us with the product details.

Contact Information

Company Address:
72 Crosby St, Carlisle, GB CA2V 7GA

Customer Service Email:
[email protected]

We aim to respond to all customer inquiries within 24 hours during business days.