Shipping Policy

At Hayward Shop, we’re committed to providing high-quality pool equipment parts and exceptional service to pool professionals and homeowners worldwide. Below you’ll find all the details about our shipping and returns processes.

Shipping Information

Order Processing

We process all orders within 1-2 business days of receipt (excluding weekends and holidays).

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

• Standard Shipping (DHL/FedEx): $12.95 – Delivery within 10-15 business days after shipment
• Free Shipping (EMS): Available for orders over $50 – Delivery within 15-25 business days after shipment

International Shipping

We ship globally (excluding certain Asian and remote regions). International customers are responsible for any customs fees or import taxes.

Returns & Exchanges

Return Policy Overview

We accept returns within 15 days of delivery for most items in original, unused condition with all packaging intact. Original proof of purchase is required.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

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

Return Process

1. Contact Us: Email [email protected] within 15 days 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 clearly mark the RMA number on the outside
4. Ship Back: Send to our warehouse at:
   Hayward Shop Returns
   606 National Street
   Fayetteville, US 72701

Exchange Process

To exchange an item:

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

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

Refund Information

• Processing Time: 3-5 business days after we receive your return
• 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.

Damaged or Incorrect Items

If you receive damaged goods or incorrect parts:

1. Contact us immediately at [email protected]
2. Include photos of the issue
3. We’ll arrange a replacement or return at no cost to you

International Returns

For customers outside the United States:

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