Returns and Refunds Policy

Effective Date: 1 December 2024

At The Pool Squad, we are committed to providing you with high-quality products and services. If you are not completely satisfied with your purchase, this policy outlines your rights and the steps to take for returns and refunds.

1. General Returns and Refunds Policy

1.1 Return Window
Customers may return goods within 21 days of receipt for a refund or exchange, provided:

  • The goods are unused.
  • The goods are in their original packaging.

1.2 Approval Process
All returns are subject to our approval following a thorough assessment of the returned product(s) condition.

1.3 Processing Refunds
Refunds will be processed within 7 working days after the receipt and inspection of the returned goods. Refunds will be made to the original payment method.

2. PortaSauna | HEX – The Portable Sauna – Full Package

For purchases of the PortaSauna | HEX – The Portable Sauna – Full Package on The Pool Squad website, please note:

  • The Returns and Refunds Policy for this product is governed by the Porta Sauna website.
  • The full policy can be reviewed at Porta Sauna Refund Policy.

By purchasing this product, you agree to the terms specified in the Porta Sauna policy.

3. Estimated Dispatch Times

  • We aim to dispatch products within 5–7 working days from the order date.
  • Delays may occur during peak times or due to unforeseen circumstances.

4. Non-Returnable Items

The following items cannot be returned or refunded unless faulty:

  • Custom or personalized items.
  • Items damaged due to misuse or improper handling.

5. How to Initiate a Return

To request a return:

  1. Email us at info@thepoolsquad.co.uk with your order details and reason for return.
  2. Include photos of the item(s) if applicable.
  3. Our team will provide you with further instructions and a return address.

6. Shipping Costs for Returns

  • Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied.
  • We recommend using a tracked delivery service for returned items.

For questions about this policy or your return, please contact us at info@thepoolsquad.co.uk.