At UK Pool Essentials, we take pride in supplying premium HVAC and pool equipment to both commercial and residential customers worldwide. We want you to be completely satisfied with your purchase of our heat pumps, condensate pumps, and pool maintenance products. Please review our straightforward returns policy below.

Eligibility for Returns & Exchanges

You may return most items within 15 days of delivery for a refund or exchange, provided:

  • The product is in its original condition (unused, uninstalled, with all packaging and documentation)
  • You provide proof of purchase (order number or receipt)
  • The product isn’t listed in our non-returnable items (see section below)

Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned unless faulty:

  • Automatic Pool Cleaning systems that have been opened or used
  • LTB Water Cooled units (due to specialised installation requirements)
  • Digital Thermostats with removed protective films
  • Any product that has been installed or modified

Simple Returns Process

Step 1: Request Authorization

Email our customer service team at [email protected] with:

  • Your order number
  • Product name and reason for return
  • Whether you prefer a refund or exchange

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email Body:
Dear UK Pool Essentials Team,

I would like to request a return for the following item from order #[Your Order Number]:
– Product Name: [Insert Product Name]
– Reason for Return: [Select: Faulty/Incorrect Item/Change of Mind]

I would prefer: [Select: Refund/Exchange for [Product Name]]

Please advise on the next steps.

Regards,
[Your Full Name]
[Your Contact Number]

Step 2: Package Your Return

Once approved, securely package the item using the original packaging. Include all accessories, manuals, and warranty cards. We recommend using a tracked shipping service.

Step 3: Send to Our Warehouse

Return the item to:

UK Pool Essentials Returns
72 Crosby St
Carlisle, GB CA2V 7GA

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receipt
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Amount: The product price minus any shipping costs (unless faulty)

For exchanges, we’ll ship your replacement product via your preferred shipping method once the return is received.

Faulty or Incorrect Items

If you receive a defective item or incorrect product:

  1. Contact us immediately at [email protected] with photos/video of the issue
  2. We’ll arrange a prepaid return label if required
  3. Receive a replacement or full refund including return shipping costs

Professional Installation Advisory

For complex HVAC equipment like Daikin, Mitsubishi, or Fujitsu heat pumps, we strongly recommend professional installation. Improper installation may void your warranty and make the product ineligible for return.

Need Assistance?

Our HVAC and pool equipment specialists are happy to help with any return queries:

Email: [email protected]
Phone: +44 (0)XXXX XXX XXX
Business Hours: Mon-Fri 9:00-17:00 GMT