Thankyou for shopping with joolpool.com.

If you change your mind

If you are not entirely happy with your order for any reason, all products except earrings can be returned as long as you let us know within 10 days of receipt.The item(s) must not be used and must be 'as new' when returned to us, and in all the original packaging as shipped. We will issue a full refund to you via your original payment method.

Please contact us first for full details of how to return your item - we cannot accept unauthorised packages.

For hygiene reasons, we cannot accept returned earrings except if they are faulty or damaged in transit.

Items faulty on arrival

We check all items prior to despatch, but in the unlikely event of any defects or damage in transit, items should be returned in their original packaging complete with all accessories and documentation. We will issue a replacement or full refund to you via your original payment method and, if the goods were damaged or faulty, we will also reimburse your reasonable return carriage costs. If a returned item is found not to be faulty, you will be liable for your return carriage.

How to return items

In order to report faulty or damaged goods, or return goods, please contact us first with full details of any fault and item you wish to return, including your order number, stating whether you require a refund or exchange. 

Once you have received a return authorisation email from us, we will provide full instructions by email on how to return the goods. Items over £36 in value must normally be sent back using Royal Mail Special Delivery so that they are insured while in transit. Where you have requested a refund, we will refund the full original order value to the account / credit card from which payment was made.

Please note that we do not cover your return postage / carriage costs for any returned or exchanged items unless faulty or damaged in transit. An RMA (Returned Merchandise Authorisation) number is required before we accept any goods. The RMA should be clearly marked and visible on the outside packaging.

Please do not attempt to return any items until you have received an RMA from us.

For returns and related enquiries, please send an email to contact@joolpool.com or phone us on 020 7043 8259.

We do hope you enjoyed your joolpool.com shopping experience. Please do let us know via the contact us page on the website or by email if there is any way in which you feel we could improve our customer service.