How to Return a Defective Item

If you received a defective or damaged item from Doheny’s, we’re here to help. This guide explains how defective returns work, what to do before returning an item, and what options are available based on how long you’ve had the product.

Before Requesting a Return

Many pool equipment issues can often be resolved through troubleshooting, setup adjustments, replacement parts, or manufacturer support.

We strongly recommend contacting the manufacturer for troubleshooting assistance before returning any defective item. In many cases, the manufacturer can quickly help resolve the issue without the need for a return.

This is especially important for:

• Pumps
• Filters
• Pool cleaners
• Salt systems
• Heaters
• Electronic equipment

If troubleshooting does not resolve the issue, our Customer Care Team can assist with next steps.

Defective or Damaged Items Within 30 Days

If your item arrives defective or damaged and is reported within 30 days of purchase, Doheny’s Customer Care may provide a return shipping label at no cost to the customer once the issue has been reviewed and approved.

To qualify:

• The item must be purchased within the last 30 days
• The issue must be verified as defective or damaged
• The product should include all original parts and accessories whenever possible
• The item cannot fall under a non-returnable category

Customers should contact Customer Care before sending any defective merchandise back.

Returns for Incorrect Orders or Customer Satisfaction

If a customer ordered the incorrect item, no longer wants the product, or is not satisfied with their purchase, the item may still be eligible for return within 30 days under our Satisfaction Guarantee.

To qualify for a standard return:

• The item must be new, unused, and uninstalled
• The return must be initiated within 30 days of purchase
• The item must be returned in original packaging whenever possible

Please note:

• Customers are responsible for return shipping costs
• Return labels are typically $25.50 per label/package
• Applicable restocking fees may apply
• Original shipping and handling charges are non-refundable

Refusing delivery on a shipment that is not damaged may also result in return shipping and restocking fees being deducted from the refund.

After 30 Days From Purchase

After 30 days from the original purchase date, returns are no longer accepted for defective merchandise.

At that point, only the manufacturer’s warranty applies.

Customers are responsible for working directly with the manufacturer for warranty claims, troubleshooting, replacement parts, or repair options.

Please note:

• Customers are responsible for warranty return shipping costs unless otherwise covered by the manufacturer
• Doheny’s cannot issue refunds for products outside the 30-day return window
• Warranty coverage varies by manufacturer and product

Items That Cannot Be Returned

The following items are non-returnable and excluded from our Satisfaction Guarantee unless otherwise required by the manufacturer warranty:

• Opened or installed pool liners
• Opened paint or chemicals
• Dive boards
• Drilled solar reel systems
• Pool lifts
• Furniture and cushions
• Clearance and discounted return items
• Custom orders
• Fluidra Company brands including Zodiac, Polaris, Jandy, and Aqua Products
• Replacement parts valued at $40 or less

Important: Any replacement part returned more than 30 days after purchase will be disposed of and no credit will be issued.

How to Return an Item

Please contact Customer Care if your item qualifies for a pre-paid return label so they may assist you in obtaining this. Alternatively, If your return has been approved, please send the merchandise in its original packaging whenever possible and include:

• Your contact information
• Your order number (if available)
• A brief description of the issue

Return Address:
Doheny’s Returns Department
10411 80th Avenue
Pleasant Prairie, WI 53158

All returns must be pre-paid and insured unless otherwise instructed by Customer Care.

Need Help?

If you need assistance with a defective item, troubleshooting, or warranty guidance, please contact our Customer Care Team.

Email: CustomerCare@Doheny.com
Phone: 1-800-574-7665