Refund policy

Thank you for shopping at St. Cyr Pool and Spa operated by Jones LLC.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns. The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions.

The following definitions shall have the same meaning regardless of whether they appear in singular or in the plural.

Definitions

For this Return and Refund Policy:

  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
  • Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Jones LLC, 263 S. Main St. Middleton MA 01949.
  • Service refers to the Website.
  • Website refers to St. Cyr Pool and Spa, accessible from https://stcyrpoolandspa.com/
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.

30-Day Return Policy

We accept returns within 30 days from the purchase date. Please email us at orders@stcyrpoolandspa.com to initiate the return.

All items must be in the original packaging and in original condition.  Partly used or open products can only be returned if deemed defective by the manufacturer. Return shipping will be paid at the customers expense and they will be required to arrange their own shipping. We may ask for pictures showing the item is new and unused to process the refund.

Once returns are received and accepted, refunds will be processed to the original payment method. We will notify you once this has been completed through email. St. Cyr Pool & Spa will refund the value of the goods returned but will NOT refund the value of any shipping paid.

To ensure a hassle-free refund process, please make sure of the following before requesting a return:

  • The item is in its original packaging and returned in the original, or acceptable, box/mailer.

  • The item was not assembled, installed, or used.
    The product will be returned with all of its parts and manuals.

  • All parts/components are not used (do not return parts from a previously purchased item).

  • The product has not been registered with the manufacturer.

  • The manufacturer's packaging does not contain any sort of markup including writing, stickers, or labels.

Important: Please do not write on the packaging the product came in If the manufacturer's packaging is marked up or missing it may make the product non-refundable, as it would not be considered in new or like new condition. Please ship the package in another box or wrap the original box in shipping paper.

Exceptions

The following products are not eligible for returns:

  • Liquid or Granular Chemicals

  • Salt Cells (unless deemed defective by the manufacturer)

  • Pool or Spa Heaters (unless deemed defective by the manufacturer)

  • Heat Exchangers (unless deemed defective by the manufacturer)

  • Heat Pumps (unless deemed defective by the manufacturer)

  • Pool Covers (unless deemed defective by the manufacturer)

  • Slides (unless deemed defective by the manufacturer)

  • Cleaner Vacuums / Robots (unless deemed defective by the manufacturer)

  • Pump & Cleaner Motors (unless deemed defective by the manufacturer)

  • Railings / Stairs (unless deemed defective by the manufacturer)

  • Liners (unless deemed defective by the manufacturer)

  • Above Ground Swimming Pool Kits (unless deemed defective by the manufacturer)

  • Light Bulbs

  • Paints, Sprays, Sealants, Pigments, and Adhesives

Restocking Fee

Orders with a $100 or greater purchase price are subject to a 20% restocking fee. Certain conditions apply. 

Cancellations

Please note, St. Cyr Pool & Spa will make every effort to honor cancellation requests. However, to strive for Customer satisfaction, our system fulfills orders as quickly as possible. We cannot guarantee that we will be able to cancel your order before shipping. If the order ships, it is no longer eligible for cancellation and the order will need to be returned which is subject to the Returns Policy.

Items Out Of Stock

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

 Process for parcel damaged in-transit

In the event that you receive a damaged product, we will request pictures of the damaged item as well as pictures of all sides of the packaging it was received in. We will initiate a damage claim with the carrier. The claims can take up to 30 days to process. We will not be able to issue a refund or ship a replacement until this claim is complete. If a replacement part is needed right away, we recommend you place another order and wait for the claim to be complete for a refund. We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

Process for parcel lost in-transit

In the event your product gets lost in the mail, we will initiate a claim with the carrier. Claims can take up to 30 days to process. We will not be able to issue a refund or ship a replacement until this claim is complete. If a replacement part is needed right away, we recommend you place another order and wait for the claim to be complete for a refund. We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

Warranty Returns

Products purchased from St. Cyr Pool & Spa are subject to the manufacturer's warranty. All warranty claims need to be handled directly with the manufacturer. We do not accept returns on damaged or malfunctioning products that are covered by the manufacturer's warranty policy. We will be happy to assist you with the claim process if need be. 

Manufacturer Warranty Information

Hayward

Residential: (908) 355-7995 (Press 1)

Support: https://www.hayward-pool.com/shop/en/pools/support-center

Warranty Registration: https://www.hayward-pool.com/shop/en/pools/warranty-registration

Maytronics

Residential: (855) 977-1688 (Press 1)

Support: https://maytronicsus.com/support/

Warranty Registration: https://registration.maytronics.com/

Raypak

Phone Technical Support: (805) 278-5300 (Press 2)

Contact: https://www.raypak.com/contact/  

Support: https://www.raypak.com/about-us/contact-us/

Warranty Registration: https://www.raypak.com/support/registration_warranty/ 

Jandy

Residential: (800) 822-7933 (Press 1) or productsupport@fluidra.com

Support: https://www.jandy.com/en/support 

Product Registration: https://www.fluidrausa.com/en/support/product-registration 

Pentair

Residential: (800) 831-7133

Warranty Registration: https://partners.pentair.com/s/pool-product-registration 

Warranty Claim: https://partners.pentair.com/s/poolwarrantyclaims 

Solaxx

Residential: (561) 455-0252 (Press 3)

Help Desk: https://support.solaxx.com/hc/en-us

Warranty Claim: https://solaxx.com/warrantyform.html

Zodiac

Residential: (800) 822-7933 or productsupport@fluidra.com

Customer Support: https://www.fluidrausa.com/support

Product Registration: https://www.fluidrausa.com/en/support/product-registration

Rheem

Residential: (805) 278-5300

Warranties: https://www.rheem.com/warranties/

Customer Support: https://www.rheem.com/contact 

Polaris

Residential: (800) 822-7933 or productsupport@fluidra.com

Customer Support: https://www.fluidrausa.com/support

Product Registration: https://www.fluidrausa.com/en/support/product-registration

Coates Heaters

Residential: (253) 872-7256 or info@coatesheater.com

Support Resources: https://www.coatesheater.com/support/ 

Contact: https://www.coatesheater.com/contact/ 

Waterway Plastics

Contact: https://waterwayplastics.com/contact/

Phone Support: 805-981-0262

Fax: 805-981-9403

Address: 2200 East Sturgis Road, Oxnard, California 93030

Other Manufacturers-Please search online for the manufacturer’s warranty, customer service, or support information.

Please reach out to us at orders@stcyrpoolandspa.com with any questions or concerns.