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General Return Policy
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When planning on returning any item for any reason, please read through this return policy completely and follow the directions herein as closely as possible. The basic steps for any return are as follows:
- Pack the item securely in the original packaging, and call us immediately to receive an RGA number, without an RGA number, your package will not be accepted.
- Enclose both the original packing list and a copy of the original sales confirmation with your return, or at least one of these, if both are not available.
- If you cannot find your packing list:
- please call us for help or
- include your order number, billing name, and address with your return
- To insure full credit all products must be returned:
- in unused, unopened condition
- in original boxes
- with all paperwork, parts and accessories
- if your return does not meet the preceding three requirements, a restocking fee of up to 20% may be deducted from your return.
- All return shipping charges must be prepaid
- We cannot and will not accept C.O.D. shipments
- It is recommended that you use UPS or Insured Parcel Post for protection of your return.
- We can not be responsible for any shipping damages when the item is being returned, and can not ensure a full refund if the item comes back damaged by fault of your return shipping company.
- All products must be returned* within 30 days of delivery confirmation to the shipping address.
*Products to be returned must be marked for return shipment by your shipping company within the 30 day window.
Clearly mark the outside of your package with your order number, and send the package to:
WaterRiders.com
Internet Sales Returns Department
2985 Watertower Place
Chanhassen, MN 55317
Please Note:
Keep the Return Tracking Number from your return package to ensure that the package is received at our warehouse. You can expect a refund in the same form of payment originally used for your purchase within 30 days of our receipt of your returned product. You will be refunded the shipping cost if the return is the result of an error by the manufacturer or WaterRiders.com.
Our Standard Return policies do not apply to all items. For a list of product exceptions to our Standard Return policies and instructions please read our Return Exceptions policy. |
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Damaged or Defective Items
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If you receive a damaged or defective item, contact our Customer Service Department within 15 days of receipt of your delivery.
Please have available:
- your order number
- your item number
- your tracking number from your original confirmation e-mail
- your e-mail address and phone number
WaterRiders.com will make every effort to replace the item in a timely manner. We will cover all shipping charges if there was damage to the item due to shipping.
If there is extensive damage to the carton immediately on delivery, please refuse the order from the shipper and contact our Customer Service Department immediately. Please have your order number available when you call us. |
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Credit
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| You can expect a refund in the same form of payment originally used for purchase within 30 days of our receipt of your returned product. If you used an Online Gift Certificate toward your purchase, the refund amount will be applied to your online-account. You will be refunded the shipping cost if the return is a result of a manufacturer error. |
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Returning an Item Shipped via Freight Truck
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Follow these steps to return an Oversized Item:
- The item must be unassembled (if possible) and packaged securely - if possible, in original packaging
- Enclose both the original packing list and a copy of the original sales confirmation with your return, or at least one of these, if both are not available.
- If you cannot find your packing list:
- please call us for help or
- include your order number, billing name, and address with your return
- Contact our Customer Service Department for special instructions for a freight delivery company to pickup your item. Please have your order number available before you call.
- At the time of pickup, you must be home and the item must be at the door for the driver.
- You can expect a refund in the same form of payment originally used for purchase within 30 business days of our receipt of the item.
- You will be refunded the shipping cost if the return is the result of an error by the manufacturer or WaterRiders.com.
If there is extensive damage to the carton immediately on delivery, please refuse the order from the shipper and contact our Customer Service Department immediately. Please have your order number available when you call us. |
| Return Exceptions |
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| Our Standard Return policies do not apply to all items.
Exceptions to our Standard Return policies and detailed instructions on how to return these particular items appear below:
Final Sale Items
- customized/personalized products
- autographed collectibles
- non-stock items
- special orders
- services
- warranty items
All sales are final for the products listed above. These items cannot be returned. If an error occurred in your order process or packaging, please contact our Customer Service Department. |
| Manufacturer Warranties Policy |
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In the case that your product is being returned or replaced under the terms of a manufacturer's warranty, you MUST contact Customer Service before going forward with any return steps.
- In most cases, manufacturer's warranties are not handled through a retailer such as WaterRiders.com for fraud prevention reasons.
- You must contact our Customer Service Department before sending a warranty item back to WaterRiders.com, if you do not follow these steps, your warranty item will be rejected and sent back immediately.
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| Manufacturer Recall Policy |
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| In the event of a manufacturer recall on a product you have purchased, whether it is a voluntary or mandatory recall, PremierPools.com will not receive recall products, these products MUST be returned/replaced with the manufacturer, as it is their action to recall a specific product, not ours. |
