Refund & Warranty

 

All-Inclusive 30-Day Money-Back Guarantee
Undamaged products may be returned for a full refund for any reason within 30 calendar days from the date of receipt. After receiving and inspecting the item, Poolmate will process your refund.
  • Returns must include all original attachments, manuals and other accessories in package.

  • Items must include original packaging.

  • Refunds can only be applicable to return service from the original purchase channels.

*For non-quality-related warranty claims, the buyer is responsible for shipping costs. Poolmate will only refund the cost of the product itself.
  • Returns may be rejected if items do not include all accessories or the original package.

NOTE: To guarantee your legal rights, please check whether your product is intact (in case of damage during transportation) when signing for it. If the product has a defect, please file a claim with the carrier and get their damage proof and provide it to us within thirty (30) days of signing for the package; or it will be deemed that the product you signed for is intact and fully functional.Using this term means the customer agrees that damage was caused in transit and not Poolmate’s fault. Poolmate will use this term and file a claim with the carrier, if necessary.

Warranty Repair Service
*The warranty period may vary according to local laws and regulations.The main parts of Poolmate products have various warranty periods. A list of types of main parts and their respective warranty periods can be found at warranty policy.

Warranty Periods for Machine
NOTE: Before sending your product for repair, please remove any customized decorations and items on it (including but not limited to decorative stickers, paintings, etc.). Poolmate will not be responsible for any damage or loss that may occur to these customized decorations and items. Certain parts have varying warranty periods due to durability and wear; please contact after-sales service for details.
ProductsWarranty Periods
Hydro 312/24 months
Hydro 436 months
Hydro 636 months 

Warranty Periods for Machine Parts 
NOTE: Certain parts have varying warranty periods due to durability and wear; please contact after-sales service for details.
ProductsWarranty Periods
Certain parts for Hydro 312 months 
Drive motor and pump motor for Hydro 424 months 
Certain parts for Hydro 612 months

You can request a warranty repair service where:
√ The product must not have been subjected to abnormal or unauthorized use, as intended by the manufacturer during the warranty period.
√ No unauthorized disassembling, modification or installation has been performed on the product or a component.
√ You provide a valid proof-of-purchase, receipt or order number (for Poolmate Direct Sales).

Warranty Repair Service will not be provided where:
× Damage caused by a non-authorized service provider.× Damage or loss caused by incorrect use or/and uncontrollable external factors including collision, tsunami, biological swallowed or cable fault.
× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
× Damage caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.
× Damage or loss caused by a forced use when components have aged or been damaged.
× Damage or loss caused by operating the unit with a low-charged or defective battery.
× Damage or loss caused by using out of maximum safe range and depth.
× Products or parts with an altered identification label or from which the identification label has been removed.
× A product has not been sent back to Poolmate thirty (30) calendar days after warranty service confirmation from Poolmate. Poolmate will acquiescence to the right of the customer to give up the exchange of goods.
× Other circumstances stated in this policy.

Shipping must be covered by the buyer:
  • Returning items for reasons other than a defect.

  • The country the item was purchased in differs from the country the warranty claim is being filed.

  • Accidental returns, such as personal items, or incorrect products.

  • Returning items were claimed defective but found by Poolmate quality control to be in proper working condition.

  • Returning defective items in international shipping.


Return Steps:
  • Contact us below with your question and proof of purchase.

        support01@poolmatebot.com (Europe)
        support02@poolmatebot.com (Asia and Oceania)
        support03@poolmatebot.com (America and Africa)
(How to contact Poolmate: https://www.poolmatebot.com/pages/support)
  • Please wait for our confirmation. Once we've confirmed your information, we'll provide you with a return label.

  • Please use your return label to ship back your product. Once completed, please email us your return shipping tracking number.

  • After we've received your return tracking number we will arange your replacement/refund.