General Information

Defective Products

Non-Defective Returns - Unused / Uninstalled

Non-Defective Returns - Used / Installed

Cancellations

Refused Orders

Wrong Product Shipped

Return Goods Authorizations (RGA)

GENERAL INFORMATION

Returns, cancellations, and refunds are subject to the policies of Tiny Hugs Gifts, our distributors, and/or the manufacturer of the product, as set forth below. All returns must be accompanied by a RGA number. All returns not accompanied by a RGA number will be refused and buyer will be responsible for all related shipping charges.

Refunds are allowed only on unused and uninstalled merchandise, subject to the terms set forth below, unless the manufacturer of the product you wish to return authorizes returns based on their guarantee policies for that particular product.

Please note that due to the huge variety and often complex nature of pool/spa systems and products, and because we do not have the privilege of knowing with absolute certainty the complete and relevant details of a buyer's system, we cannot and will not accept responsibility for merchandise that is not compatible or does not work with your system as might be expected.

We hope you can understand that unlike many of our competitors, it is our policy not to sell used or refurbished items, and therefore used and installed products cannot be re-sold. Occasionally manufacturers will guarantee (not to be confused with warranty) their products, and we will honor their guarantee, provided you follow their procedure for returning the product.

We always recommend that you contact the manufacturer directly for more detailed information before making a purchase to help determine that the product will perform as desired or expected in your environment, if in doubt.

We have provided, wherever possible, links to websites and/or webpages where you can find more detailed product information directly from the manufacturer. A box in the upper right-hand corner of the screen while viewing products will direct you to the manufacturer's website. Also, where available, a link directly to the product's webpage is provided below the product description.

Buyer assumes all responsibility, without exception, outside of the manufacturer's stated guarantee, warranty, or return policy.

No other warranty is expressed or implied
by Tiny Hugs Gifts.

Our experience has shown that in the majority of cases where a product does not work as desired or expected, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system.

DEFECTIVE PRODUCTS

In the event that you feel your purchase is defective, we request that you first consult your manual/instructions to be certain all directions were properly followed. Also consult the troubleshooting section, if any. Most of the time, these procedures will help you to identify and solve the problem. Should these fail, contact the manufacturer directly to help you with the installation and/or operation of your purchase before attempting to exchange the product in question.

Manufacturers have technical support and warranty service centers that will assist you in making sure that your product is installed/functioning properly, and are much more highly trained in their product lines and will be much better equipped to assess the nature of the problem and assist you.

If it is determined that your product is defective, they should make arrangements to see that any defect is handled quickly, either by exchanging the defective product or arranging to have it repaired.

Typically, if it is determined that your product is defective within the first 30 days, it will replaced rather than repaired, but this is decided by the manufacturer and/or the type of product and method of shipment.

Defective exchanges, if not arranged directly by the manufacturer, require a RGA number from us. Should you need assistance, we will be glad to help and can be reached at the toll free number which can be found on your receipt.

NON-DEFECTIVE RETURNS - UNUSED / UNINSTALLED

Returned merchandise must be received within 30 days from the date the order was shipped, must be in the original, unopened packaging, with all accompanying materials, manuals, registration cards, data sheets, and original receipt, in saleable condition, freight paid, and accompanied by a RGA number WRITTEN ON THE SHIPPING LABEL ONLY. Writing directly on the box will necessitate our charging you additional re-stocking fees.

We reserve the right to charge up to a 25% restocking fee, a 15% processing fee, and original shipping charges (that were included in the original price). These charges apply to refused items as well.

NON-DEFECTIVE RETURNS - USED / INSTALLED

These returns are subject to stated manufacturers' return, guarantee, and warranty policies. In the event that a return privilege is granted, buyer must obtain a RGA number from the manufacturer and/or Tiny Hugs Gifts. Buyer also assumes all costs for shipping, including originating shipping and handling fees.

CANCELLED ORDERS

Orders may not be cancelled if in the hands of the carrier. Once product has shipped, we cannot re-call the item back from the shipper. To return the product, follow the procedure for non-defective returns.

REFUSED ORDERS

Refused orders are subject to all shipping related costs, a 25% restocking fee, (not less than $10.00), and a 10% processing fee. This does not apply to orders where we shipped the wrong product or product was refused due to damage in transit.

WRONG PRODUCT SHIPPED

We apologize! We will remedy the situation by expeditiously sending out the correct product, and arrange to have the product that was sent in error picked up and returned at no cost to you. We will occasionally, at our sole discretion, use expedited ground or air services in this situation.
 

OBTAINING A RETURN GOODS AUTHORIZATION (RGA)

Returns will not be accepted if item was shipped by truck line (subject to exclusions set forth herein). As stipulated above, unless the product suffered obvious physical damage in transit, or we shipped the wrong product, and shipment is consequently refused by the buyer at the time and place of delivery, buyer understands that remedy in this instance will be warranty service from the manufacturer's field warranty service centers.

All returns must be accompanied by a RGA (return goods authorization) number and original invoice, subject to additional conditions as outlined above. All returns must be unopened, unused, have all accompanying materials, manuals, registration cards, data sheets, and original receipt, and accompanied by an RGA number WRITTEN ON THE SHIPPING LABEL ONLY. Writing directly on the box will necessitate our charging you additional re-stocking fees Any item returned without a RGA/RMA MARKED CLEARLY ON THE SHIPPING LABEL - (NOT ON THE PACKAGING) will be refused, and the shipper will be responsible for return shipping AND ANY AND ALL RELATED CHARGES.

Please contact us at the toll-free number provided on your sales receipt or order confirmation sent via email.

Glenridge Pool Supplies reserves the right to modify or amend this policy at any time without prior notice.