At UK Pool Essentials, we’re committed to providing premium HVAC and pool equipment with reliable shipping and straightforward returns. Please review our policies below to ensure a smooth purchasing experience.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and public holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two shipping options to meet your needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Includes full tracking
  • Free Shipping (Orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch
    • Basic tracking included

Note: We currently ship worldwide except to certain Asian countries and remote locations. Delivery times may vary during peak periods or due to customs clearance.

Returns & Exchanges Policy

Eligibility

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

  • The product is in 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 below

Non-Returnable Items

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

  • Opened or used Automatic Pool Cleaning systems
  • 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 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 repackage the item using 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 processed within 5 business days of receipt
  • Method: Funds returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Amount: Product price minus any shipping costs (unless faulty)

For exchanges, we’ll ship your replacement 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 shipping or return queries:

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