Refund policy
The short version
Sealed, unopened products can come back within 30 days. Once a seal is broken on a chemical, we cannot take it back, and that is a safety rule rather than a commercial one.
What we can accept
Within 30 days of delivery, provided the product is:
- unopened, with the manufacturer's seal intact
- in its original container with the label undamaged
- not expired
What we cannot accept
- Any container that has been opened, even if barely used
- Products bought more than 30 days ago
- Products that have been repackaged, decanted, or relabelled
- Anything stored somewhere that could have compromised it — outdoors, in a damp shed, in a hot car
Once a chemical container has been opened we have no way to verify what is in it or how it has been kept. Reselling it would put the next customer at risk, so it cannot go back into stock at any price.
Starting a return
Email prostarbrandsllc@gmail.com with your order number and what you want to send back. Do not ship anything until we reply — chemical returns need a specific carrier label, and a parcel sent without one may be seized in transit or returned to you at your cost.
We will send instructions and a return label if the return qualifies.
Who pays return shipping
If we sent the wrong item, or it arrived damaged, we cover it.
If you changed your mind, return shipping comes out of your refund. Hazmat ground rates are higher than standard parcel rates, so on a low value item the return cost can approach the item cost. Email us before you commit — we will tell you what it will come to.
[DECIDE: are you charging a restocking fee? If yes, state the percentage here. If no, delete this line and say "We do not charge a restocking fee."]
Refunds
Once the return reaches us we inspect the seal, then refund to your original payment method within [X] business days. Your bank usually takes another few days to show it.
Original shipping is not refunded unless the return was our error.
Wrong product, damaged product, or a shortage
Tell us within 48 hours of delivery at prostarbrandsllc@gmail.com with photos. We will replace it or refund it, your choice, and you will not pay return shipping.
Ordered the wrong thing?
This happens more than you would think, because pool chemistry is not obvious. Message us before you open anything you are unsure about. We will look at your water numbers and tell you whether that product is actually what you need. If it is not, and the seal is intact, we can swap it.