Política de reembolso

Last update at 2025/06/17

Poolsvacuum.com refund policy

General

We offer a 14-Day Refund Policy, meaning you have 14 calendar days from the date of delivery to request a no-questions-asked refund.
To qualify for a refund, the product must be returned in its original condition: unopened, unused, and in the original packaging with all seals intact. 
You’ll also need the receipt or proof of purchase. Please provide a photo of the original outer packaging of the package you received as proof of delivery.

To start a return process, you can contact us first at service@poolsvacuum.com. 
Once your refund request is approved, we will contact you via our official customer service channel with RA number to guide you through the specific refund methods and channels available to you.
The customer will be responsible for transportation fees ,Customs duties/taxes incurred during return transit, Loss/damage risks during return shipment on returning goods in a no-questions-asked refund.

Return Address:

Pools Vacuum return center
HO20 3/F PHASE 2 KWAI SHING IND BLDG 42-46 TAI LIN PAI RD KWAI CHUNG HONG KONG.(If you return goods to this address without having an RMA number, a verified refund reason, or prior confirmation from an agent regarding product receipt details, POOLSVACUUM will not issue a refund for the returned items. The customer will bear responsibility for any loss of the shipment.)

You can always contact us for any return question at service@poolsvacuum.com. 
 

Damages and issues

Given the international transit involved before the product reaches you, please inspect your order immediately upon delivery. You must report any issues—such as defects, damage, or incorrect items—to us within 24 hours of receiving the package by contacting service@poolsvacuum.com. To support your claim, provide two clear photos of the damaged/defective areas and a copy of the international shipping label. We will then evaluate the evidence and determine the appropriate resolution, which may include either a refund upon return or a replacement product.

We strongly recommend (though not require) recording an unboxing video of the package upon delivery. This video can serve as valuable supplemental evidence should you need to report damaged, defective, or incorrect items. While not mandatory, having such a video can significantly expedite the resolution process

Exceptions / non-returnable items 

Please be advised that we do not accept returns or refunds for customized products, final sale items (which will be clearly labeled as such on the product detail page), or hazardous materials (such as items containing damaged lithium batteries).

Additionally, refunds are not provided for products not purchased through our website.

 Please get in touch at service@poolsvacuum.com if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on gift cards.

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 
European Union 14 day cooling off period 

Under EU Directive 2011/83/EU (Article 14), Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
 

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days upon approval. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at service@poolsvacuum.com.

Unclaimed Returns Policy

Items arriving to return center without RA number or any valid requirement or valid reason will be considered abandoned after 30 days. No compensation will be provided.
 

Contact

Should you have any questions about this policy, or if you would like to exercise any of the rights available to you, please contact us at:

· Store Name: Poolsvacuum
· Company Name: INSABIO CO., LIMITED
· Email: service@poolsvacuum.com
· WhatsApp: +852 5562 4786
· Address: HO20 3/F PHASE 2 KWAI SHING IND BLDG 42-46 TAI LIN PAI RD KWAI CHUNG HONG KONG.
· Customer Service hours : 10:00 am - 7:00pm (GMT+8)