Returns and Refunds Policy

Last updated: 12 July 2026

This Returns and Refunds Policy applies to purchases made from Pool Chemicals Store.

Pool Chemicals Store is operated by:

EP SOUTHERN LIMITED
Company number: 09054826

Nothing in this policy limits or excludes your statutory rights under UK consumer law.

1. Cancelling an Order Before Dispatch

To cancel or amend an order before it has been dispatched, contact us as soon as possible:

Email: contact@poolchemicalsstore.co.uk

Please include your name and order number.

We will try to stop or amend the order, but this may not be possible once it has entered our warehouse or courier network.

If the order has already been dispatched, it will need to be handled as a return.

2. Change-of-Mind Returns

If you purchase from us online as a consumer, you normally have the right to cancel your order within 14 days after receiving it, without giving a reason.

You must clearly tell us that you wish to cancel within this 14-day period.

After notifying us, you must return the goods within a further 14 days.

To request a return:

1. Email contact@poolchemicalsstore.co.uk.

2. Include your name, order number and the products you wish to return.

3. Wait for our return and transport instructions.

4. Return the goods using only the method approved by us.

Do not return chemical products without contacting us first.

3. Chemical Product Returns

Many products sold by Pool Chemicals Store contain chemicals that may be regulated as dangerous goods during transport.

You must not send pool or hot tub chemicals through Royal Mail, a standard parcel service or any other carrier unless we have confirmed in writing that the carrier and service are suitable for that product.

Before receiving return instructions:

• Do not open or use the product.

• Do not mix it with another chemical.

• Do not dilute or decant it.

• Do not transfer it into another container.

• Do not remove or damage its label.

• Keep the lid or cap securely closed.

• Store it safely according to the product label.

• Keep it away from children, animals, heat, flames and incompatible chemicals.

We may need to arrange collection using an approved carrier.

The business and correspondence address shown in this policy is not an automatic returns address. Goods sent without approval may be refused where accepting them would be unsafe or unlawful.

4. Condition of Change-of-Mind Returns

Returned products should be:

• Unused.

• Unopened.

• In their original container.

• In their original outer packaging where supplied.

• Complete with all lids, seals, labels and safety information.

• Free from damage, leakage or contamination.

• Stored and handled according to the product instructions.

• Packaged according to the return instructions we provide.

You may inspect goods only to the extent reasonably necessary to establish their nature and characteristics.

If a product has been opened, used, damaged, contaminated, incorrectly stored or handled more than would reasonably be permitted in a shop, we may reduce the refund to reflect the resulting loss in value.

The reduction may be substantial if the product can no longer be safely transported or resold.

Opening a product does not remove your statutory rights where the product is faulty, damaged, unsafe, incorrect or misdescribed.

5. Return Costs

For an eligible change-of-mind return, you are responsible for the direct cost of returning the goods, provided we informed you of this responsibility before purchase.

Chemical products may require specialist collection and transport. This can cost more than an ordinary parcel return.

Where we arrange a collection, we will tell you the collection cost before it is booked. The agreed cost may be deducted from your refund.

We will not add an administration fee or profit margin to the carrier’s direct collection charge.

We will cover reasonable return or collection costs where goods are:

• Faulty.

• Damaged before delivery.

• Leaking on arrival.

• Incorrect.

• Misdescribed.

• Otherwise not compliant with your statutory rights.

6. Damaged, Leaking or Unsafe Products

If a parcel arrives damaged, leaking or appears unsafe:

• Do not use the product.

• Do not open a damaged container.

• Keep children and animals away.

• Keep the product away from heat, flames and other chemicals.

• Do not mix the contents with anything else.

• Follow the safety instructions on the product label.

• Contact us as soon as it is safe to do so.

Where it is safe, take clear photographs showing:

• The product.

• The damage or leakage.

• The outer packaging.

• The shipping label.

• Any damaged seals, caps or containers.

Send the photographs with your order number to:

contact@poolchemicalsstore.co.uk

Do not attempt to return a leaking or damaged chemical product yourself.

We will assess the situation and provide appropriate instructions. Depending on the circumstances, we may arrange:

• A replacement.

• A refund.

• A specialist collection.

• Safe disposal instructions.

• Another remedy required by law.

Reporting damage promptly helps us investigate the issue with the courier, but a delay in reporting does not automatically remove your statutory rights.

7. Faulty, Incorrect or Misdescribed Products

Contact us if a product:

• Is faulty.

• Is unsafe.

• Is not as described.

• Is not fit for its normal purpose.

• Is different from what you ordered.

• Has missing contents or components.

• Arrived damaged or leaking.

Please provide your order number, a description of the issue and photographs where appropriate.

Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described.

Consumers normally have a short-term right to reject faulty goods within 30 days of receiving them. Other rights to repair, replacement, price reduction or final rejection may apply after that period.

Where the goods do not meet your statutory rights, we will provide the appropriate remedy. This may include:

• A full refund.

• A replacement.

• A partial refund.

• Another remedy required by law.

We will cover reasonable return or collection costs for goods that are confirmed as faulty, incorrect, damaged or misdescribed.

8. Incorrect Product or Size Ordered

You are responsible for checking the following before placing an order:

• Product name.

• Pack size.

• Tablet size.

• Chemical type.

• Product concentration.

• Intended use.

• Dosing requirements.

• Compatibility with your pool, hot tub or dosing equipment.

For example, 20g and 200g chlorine tablets are different products intended for different water volumes and dosing systems.

If you order the wrong size or an unsuitable product, this will normally be treated as a change-of-mind return unless our product description was incorrect or misleading.

The product should remain unopened and unused.

You will normally be responsible for the approved return or collection cost.

9. Refund Processing

Once an eligible return has been received and inspected, we will confirm whether the refund has been approved.

We may withhold the refund until:

• We receive the returned goods; or

• You provide acceptable evidence that the goods have been returned.

Approved refunds will normally be processed within 14 days of receiving the returned goods or acceptable evidence of return, whichever occurs first.

Refunds will be made using the original payment method unless you expressly agree otherwise.

Your bank, card provider or payment service may require additional time to display the refund in your account.

10. Original Delivery Charges

When an entire online order is cancelled under the statutory cancellation right, we will refund the cost of our least expensive standard delivery option.

If you selected an enhanced delivery service, such as express, timed or premium delivery, we are not required to refund the additional amount above the standard delivery cost.

Original delivery charges are not normally refunded when only part of an order is returned, unless:

• The returned product was faulty.

• The returned product was damaged.

• We sent the wrong product.

• The product was misdescribed.

• The law otherwise requires the delivery charge to be refunded.

11. Refused Deliveries

Refusing a delivery does not always clearly tell us that you wish to exercise your cancellation right.

If you want to cancel an order, email contact@poolchemicalsstore.co.uk and clearly state that you wish to cancel.

Where an order is returned because the customer refused delivery as part of a change-of-mind cancellation, reasonable direct return or collection costs may be deducted from the refund where permitted by law.

This does not apply where delivery was refused because the parcel was visibly damaged, leaking, unsafe or incorrect.

12. Uncollected and Undeliverable Orders

Where an order is returned to us because:

• An incorrect or incomplete address was supplied.

• Delivery attempts were unsuccessful.

• The customer failed to collect the parcel.

• The customer failed to rearrange delivery.

• Access to the delivery address was unavailable.

• The customer did not respond to the courier.

we may deduct reasonable direct return-to-sender or redelivery costs from any refund where permitted by law.

We may ask you to pay a new delivery charge before resending an order where the original delivery failed because of an address error or another circumstance within your control.

This does not affect your rights where the failed delivery was caused by us or the courier.

13. Lost Deliveries

If your order has not arrived within the expected delivery period, contact:

contact@poolchemicalsstore.co.uk

Please include your name, order number and delivery address.

We will investigate the delivery with the courier.

Where a parcel is confirmed as lost, we will normally offer:

• A replacement at no additional cost; or

• A refund to the original payment method.

Where tracking shows a parcel as delivered, the investigation may include reviewing:

• Delivery photographs.

• GPS delivery information.

• Safe-place information.

• Reception or concierge records.

• Delivery notes.

• Neighbouring properties.

• Courier driver information.

The risk in the goods remains with us until the goods are delivered to you or to a person you identified to receive them.

14. Exchanges

We do not normally process direct exchanges for change-of-mind chemical product returns.

Where a return is approved:

1. The original product will be returned and refunded.

2. The replacement product should be ordered separately.

Faulty, damaged or incorrect goods may be replaced directly where appropriate.

15. Proof of Purchase

We may ask for reasonable proof that the product was purchased from Pool Chemicals Store.

Acceptable proof may include:

• An order confirmation.

• An order number.

• A receipt.

• Payment evidence.

• The name, email address and delivery address used for the order.

A paper receipt is not the only acceptable form of proof of purchase.

16. Marketplace Orders

If you purchased through Amazon, eBay or another marketplace, you may need to begin the return through your marketplace account.

The marketplace’s return process may apply in addition to this policy.

Your statutory rights remain unaffected.

17. Business Purchases

Consumer cancellation rights do not normally apply where goods are purchased wholly or mainly for business, trade or professional purposes.

Business returns must be approved by us in writing before anything is sent back.

Approved business returns may be subject to:

• Return transport costs.

• Specialist dangerous-goods collection costs.

• Inspection.

• A reasonable restocking or handling charge where agreed and legally permitted.

• Deductions for damaged, opened or unsaleable goods.

Nothing in this section excludes rights or remedies that cannot legally be excluded.

18. Contact Details

Pool Chemicals Store is a trading name operated by:

EP SOUTHERN LIMITED
Company number: 09054826
Email: contact@poolchemicalsstore.co.uk

Business and correspondence address

EP SOUTHERN LIMITED
Unit 11
Lymington Enterprise Centre
Ampress Lane
Barton on Sea
Lymington
SO41 8LZ
United Kingdom

Registered office

EP SOUTHERN LIMITED
9 Burley Close
New Milton
Hampshire
BH25 7SX
United Kingdom

Do not send returns to either address without receiving written return instructions from us.

19. How to Request a Cancellation or Return

Email:

contact@poolchemicalsstore.co.uk

Include:

• Your full name.

• Your order number.

• Your delivery address.

• The product you wish to return.

• The quantity.

• Your reason for contacting us, where applicable.

• Photographs if the item is damaged, leaking, faulty or incorrect.

You do not need to provide a reason when exercising an eligible statutory change-of-mind cancellation right.

20. Optional Cancellation Form

You may use the following wording, but you are not required to do so:

To: EP SOUTHERN LIMITED trading as Pool Chemicals Store

I hereby give notice that I cancel my contract for the sale of the following goods:

Products ordered:
[Insert product details]

Order number:
[Insert order number]

Ordered on:
[Insert date]

Received on:
[Insert date]

Customer name:
[Insert name]

Customer address:
[Insert address]

Customer email address:
[Insert email address]

Date:
[Insert date]

Send the completed cancellation notice to:

contact@poolchemicalsstore.co.uk

21. Changes to This Policy

We may update this policy to reflect changes to our operations, delivery arrangements or applicable law.

The version that applies to your order will be the version published when your order was placed, unless a later change gives you greater rights.

Nothing in this policy affects your statutory rights.