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This policy is provided in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Your Right to Cancel

If you are a consumer purchasing for personal use (not a business purchase), you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, under the Consumer Contracts Regulations 2013.

To cancel, contact us at wyevalleypools@outlook.com with your order number, stating your intention to cancel. You must then return the goods to us within 14 days of notifying us of your cancellation.

2. Exceptions to the Right to Cancel

The right to cancel does not apply to:

• Pool chemicals and water treatment products, once opened or the seal broken, for health, safety, and hygiene reasons
• Made-to-order or bespoke items (e.g. custom-sized pool covers or made-to-order pools), where production has already commenced
• Goods that have been used, installed, or altered beyond what is reasonably necessary to inspect them, in a way that reduces their value

3. Condition of Returned Goods

Items must be returned unused, in their original packaging where possible, and in a condition suitable for resale. You are responsible for the goods until they reach us, so we recommend using a tracked delivery service.

4. Return Shipping Costs

• If you are cancelling under your 14-day right to cancel, you are responsible for the cost of returning the goods, unless the item is faulty or was delivered in error.
• If the item is faulty, damaged, or not as described, we will cover the cost of return and offer a full refund, replacement, or repair.

5. Refunds

Once we receive and inspect the returned item, we will process your refund within 14 days. Refunds will be issued to the original payment method used at checkout. Please note that original delivery charges are only refundable if the return is due to a fault on our part.

6. Faulty or Damaged Goods

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if goods are faulty, not as described, or not fit for purpose. If you believe your item is faulty, contact us as soon as possible at wyevalleypools@outlook.com with your order number and details (including photos where relevant), and we will arrange next steps.

7. Large Items (Swimming Pools, Hot Tubs)

Due to their size, large items such as swimming pools and hot tubs may require special arrangements for return collection. Please contact us before returning any large item so we can arrange suitable collection.

8. How to Start a Return

Email wyevalleypools@outlook.com with:

• Your order number
• The item(s) you wish to return
• Reason for return (cancellation, fault, damage, etc.)

We will confirm the next steps, including return address and any collection arrangements for larger items.

9. Contact Us

Email: wyevalleypools@outlook.com
Phone: 07904 898269