Items that are returned to Horizon Spa & Pool Parts, Inc. fall into three general categories: product that has failed in the field, product that was ordered incorrectly by the customer, and product that was sold or shipped incorrectly by us. Although we all strive to perform at the highest level possible, we know that mistakes will sometimes be made. All we ask of you is to call us for an RMA number when there is a need to ship product back to us. The RMA we issue helps us prepare for the arrival of the product so when it gets here we can deal with it quickly and efficiently. We do require that you send the product to us within 30 days after we issue the RMA or you will be financially liable for any replacement product that was sent to you on a warranty replacement basis. Product sent to us on a RMA number older than 30 days will not be accepted. Returned merchandise must be in resalable condition and a copy of the original invoice should be included. PLEASE SEE NOTE BELOW ON PACKAGING YOUR RETURNS. All returns will be credited to your account. No cash refunds will be made.
In the rare instance that Horizon Spa and Pool Parts, Inc. makes a shipping error, we will gladly remedy the mistake at our expense. Product that you no longer need or product that you ordered incorrectly will be subject to a 25% restocking charge. Under no circumstances will special order products be accepted for return unless there is a manufacturer defect. If this proves to be a problem for you, please discuss it with one of our sales professionals.
Packaging Your RMA Goods For Return
There are several things you can do to ensure the safe passage of your returned goods and minimize the chances for damage.
Use original product boxes and bags when available.
Please pack your return well, including sufficient packing material to protect your return from damage. If you use peanuts or similar material, please bag the repair items to prevent intrusion of peanuts into the product. Great examples are control systems, pumps and wet ends, heater assemblies, and so on.
Please note that if your returned product arrives at Horizon in a damaged condition due to improper packaging, you will be held liable for the cost of the product as well as any expense to either repair or return the product to you.
Make sure you indicate on the shipping label that this is a return and make sure your RMA number is legibly placed on the outside of the box near the shipping label. Failure to do this will result in a substantial delay in the processing of your return!
Don’t forget to insure your return when shipping it if the value is over $100.00. Failure to do this will expose you to the cost of the product if the shipment is lost or misdirected by the carrier.
Send your RMA goods to:
Horizon Spa & Pool Parts, Inc.
3120 E. Medina Rd
Tucson, AZ 85706