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Steps for our Easy Return Process:
1. Determine which category your return falls under. (see below)
2. Make sure your product is not listed in the non-returnable list. (see further below)
3. Make sure your return reason does not match one our non-returnable reasons. (see even further below)
4. Fill out the RMA Request Form at the bottom of this page. (see at the bottom)
Once your return has been submitted our Return Department will process the return and send out an RMA email within 1-3 business days. After we receive your return at our warehouse, our Return Department will process your items within 1-3 business days and verify that the item is in the correct condition and proceed with the return credit. Please allow 2-7 business days depending on your credit card bank for the credit to show up on your account.
The $7.95 charge that is on orders under $100 is a handling charge and will not be refunded upon item return.
Which Return Category does your return fall under?
Under 30 Days Like New
Your order was received less than 30 days ago and is in the same brand new unused and uninstalled condition you received it in. You have the original box, manuals, warranty card, other paperwork, and every part and piece that came with it originally.
Great News! Your return will be accepted and will be charged a 15% restocking fee (Minimum of $10) and you are responsible for our shipping cost to get the product to you originally and the shipping cost to get it back to our warehouse.
Under 30 Days Used but Complete Condition
Your order was received less than 30 days ago and you used the product a few times or tried to install it, but you have the original box, manuals, warranty card, other paperwork, and every part and piece that came with it originally.
No Problem! Your return will be accepted and will be charged a 30% restocking fee (Minimum of $10) and you are responsible for our shipping cost to get the product to you originally and the shipping cost to get it back to our warehouse.
Under 30 Days Used but Incomplete Condition
Your order was received less than 30 days ago and you used the product a few times or tried to install it and you do not have the original box, manuals, or all of the parts and pieces that came with it.
Were Sorry! We cannot accept a return that does not have every piece of paper and part with it.
Past 30 Days Like New
Your order was received more than 30 days ago and is in the same brand new resellable condition you received it in. You have the original box, manuals, warranty card, other paperwork, and every part and piece that came with it originally.
Whew! We can still accept your return, but you will be charged a 30% restocking fee (Minimum of $10) and will be responsible for our shipping cost to get the product to you originally and the shipping cost to get it back to our warehouse.
Past 30 Days Used
Your order was received more than 30 days ago and you used the product a few times or tried to install it.
Were Sorry! We cannot accept a return after 30 days that has been slightly used or attempted to install.
Past 30 Days Used and Beaten with a Sledgehammer
Your order was received more than 30 days ago and you used the product and then beat it with a sledgehammer.
We Sincerely Apologize! We unfortunately cannot accept a return at any point that has been beaten with a sledgehammer.
Non-Returnable Items:
- All Chemicals (Dry & Liquid)
- Rails
- Steps
- Slides
- Diving Boards, Stands, and Systems
- Custom Pool & Spa Winter and Safety Covers
- Custom Liners
- Pool, Spa, or Deck Paint
We do not accept returns for the following reasons:
- Warranties - All warranties are held with the manufacturers of the product. Sunstar Alliance does not warranty any products on this site. We will however direct you to the correct contact person in case a warranty situation does arrive. Please contact us regarding warranty questions.
- Photo Images - Please note, some pictures on our site may be generic photos of that item. We do not accept returns under our return policy for items that are slightly different than pictured.
- Shipping Issues - If the item is delivered damaged, please email us ASAP. Sunstar Alliance will take care of this issue promptly and without any extra charge to you the customer.
- Freight Line Products - All damaged products shipped via freight must be refused. If you accept the product off of the truck, you now own the product. Please inspect all packages thoroughly before acceptance.