Refund policy

We have a 30 day return policy which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your device must be in the same condition as when you received it, unused, and in its original packaging. The device must not have been in contact with water. You will also need the receipt or proof of purchase.

If you wish to request a return, please do not open the packaging. Once the packaging is opened, the device is considered used.

If the photometer is returned with opened packaging, a 30% deduction from the refund amount will apply, in addition to all shipping costs for the return and redelivery.

Please note that dissatisfaction with measurement results after using the device is not considered a valid reason for a full refund. Variations between results obtained from different devices, methods, or comparison sources may occur and do not qualify as a product defect. By opening and using the device, the customer accepts full responsibility for evaluating whether the product meets their expectations and requirements.

Reagents cannot be returned due to safety and handling regulations. Chemical reagents are subject to strict storage and hygiene requirements under OSHA laboratory standards and EPA guidelines which do not allow them to be accepted back once they have left controlled conditions.

To start a return, you can contact us at info@poolwaterlab.us. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@poolwaterlab.us.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Items that are assembled to order including PrimeLab 2.0 are not eligible for return. 
Reagents cannot be returned due to safety and handling regulations. Chemical reagents are subject to strict storage and hygiene requirements under OSHA laboratory standards and EPA guidelines which do not allow them to be accepted back once they have left controlled conditions.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to simply request an exchange, and we’ll process the replacement very quickly.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@poolwaterlab.us.

By purchasing any product from our website, the customer acknowledges and agrees to all terms and conditions described in this Return Policy. These policies constitute a binding agreement between the customer and our company and become effective immediately upon completion of the purchase.