At Hayward Shop, we stand behind the quality of our genuine OEM pool equipment parts. We want you to be completely satisfied with your purchase of automatic pool cleaners, Dolphin parts, filter systems, and other pool maintenance products. If you need to return or exchange an item, please review our policy below.

Return & Exchange Eligibility

You may return most items within 15 days of receiving your order, provided that:

  • The item is in its original, unused condition with all packaging and tags intact
  • The original proof of purchase is provided
  • The item is not listed as non-returnable (see below)

Non-Returnable Items

For safety and hygiene reasons, the following pool equipment parts cannot be returned or exchanged:

  • Opened chemical feeder parts & accessories
  • Used filter cartridges
  • Electrical components that show signs of installation or use (circuit boards, motors)
  • Special order or custom items

Note: This list is based on our product categories including automatic pool cleaner parts, chemical feeders, and electrical components where installation typically indicates use.

Return Process

To initiate a return or exchange:

  1. Contact Us within 15 days of receipt at [email protected] with your order number and reason for return
  2. Wait for Authorization – We’ll email you a Return Merchandise Authorization (RMA) number and instructions
  3. Package Securely – Include all original packaging, documentation, and the RMA number clearly marked on the outside
  4. Ship Back – Send the package to our warehouse at:
    Hayward Shop Returns
    606 National Street
    Fayetteville, US 72701

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Exchange Process

To exchange an item for a different pool equipment part:

  1. Follow the standard return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement part needed
  3. Once we receive your return, we’ll ship the replacement item

Note: Additional charges may apply if the exchange item has a higher value than the returned product.

Refund Information

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after receipt
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Refund Timing:
    • Credit/Debit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing

Original shipping fees are non-refundable except in cases of our error.

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request – Order #[Your Order Number] Dear Hayward Shop Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Product Name: [e.g., “Dolphin DLX3 Parts – Part #12345”] – Reason for Return: [Please specify] – Preferred Resolution: [Refund/Exchange – if exchange, specify replacement item] I understand I will need to wait for an RMA number before shipping the item back. Best regards, [Your Full Name] [Your Contact Information]

Damaged or Incorrect Items

If you receive a damaged item or incorrect pool part:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item or incorrect part
  • We’ll arrange for a replacement or return at no cost to you

International Returns

For customers outside the United States (excluding certain Asian and remote regions):

  • Return shipping costs are the customer’s responsibility
  • Customs fees are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional customs charges

For any questions about our returns policy for pool equipment parts, please contact our customer service team at [email protected].