Returns & Refunds

Nexus Pools wants customers to order the correct pool equipment and parts the first time. Because many pool products are technical, electrical, chemical, oversized or manufacturer-specific, return eligibility can vary.

Before requesting a return

Contact Nexus before shipping a product back. Include the order number, item, reason for return and photographs when relevant. Products returned without authorization may not be eligible for processing.

Condition

Unless defective or damaged in transit, products generally need to be unused, uninstalled and in resalable condition with original packaging, documentation and included components.

Products that may have special restrictions

Electrical/electronic products, opened chemicals, installed equipment, custom or special-order products, freight items and manufacturer-restricted products may be non-returnable or subject to different conditions. Final eligibility will depend on the specific item and circumstances.

Incorrect product selection

Customers are responsible for confirming product compatibility unless Nexus has expressly confirmed a specific application. Use our Product Compatibility guidance or contact us before ordering when uncertain.

Damaged or defective products

Shipping damage should be reported promptly with photographs and packaging retained. Manufacturer defects may be handled through the applicable warranty process rather than as a standard return.

Refund timing

Approved refunds are processed after the return is received and evaluated where inspection is required. Original shipping, return freight or restocking costs may apply depending on the reason for return and applicable manufacturer requirements.

This page describes the Nexus operating framework and may be supplemented by product-specific terms shown at purchase. Visit the Help Center for assistance.