Return Policy

Return Goods Authorization (RGA)

Any product(s) returned without an authorized RGA number will be refused at the time of delivery and returned to the customer at the customer’s expense. The RGA number MUST be visible on the shipping reference label, or they must use the return labels that are provided on the packing slip.

All Damaged or Lost shipments must be reported within 5 days of delivery.

Damaged or lost shipment policies include the following steps per the carriers.

• Tracer must be filed for all lost orders.
• Please allow 48 business hours from time of tracer for carrier to try and locate missing
  shipment.
• If not located a claim may be filed, typical lead times for claims are 14 days (about 2 weeks).
  • Please note that in many cases lost products will end up being delivered without any
    advance notice to us.

Please note not all items are eligible for return, i.e., light bulbs.

All returned product(s) are subject to inspection. If any additional writing or labels are added to the package, a restock fee of 20% will be applied to the RGA.

All returned items must be shipped prepaid by the customer. Freight collect shipments will be refused.

Defective/ Damaged product must be reported to Baystate Pools at the time of the RGA request. If the items are returned without prior notification the credit will be declined.

Non-stocked and/or drop shipped items require the manufacturers’ approval prior to issuance of an RGA and are subject to the Manufacturer’s terms and conditions. Special Order /Not Stocked items may not be returnable.

Restocking Fees
If orders are 30 days old there will be a 20% restocking fee, for orders more than 30 days old there is a 35% restocking fee. Returns older than 60 days will not be accepted.

If an item is more than $200 we require images of the item, if the box it arrived in is unopened, then photos of the box will suffice. These images are required prior to an RGA being provided.

ALL RGAs are subject to inspection at the time they are received. If the item is not in resalable condition, you will be notified via email of the denial.