Read this first: if a above-ground pool arrives damaged or wrong, stop and tell us before you use it. Once it has been used it can no longer be returned as unused, and that single step is what turns a simple claim into a hard one.
At a glance
| Return window | 10 days from delivery |
|---|---|
| Refund processed within | 7 business days of approval |
| Refunded to | The original UPI ID or bank account |
| Condition required | Unused, original packaging and tags, invoice included |
| Damaged, wrong or short | Film the unboxing and report within 48 hours |
| Restocking fee | None. We charge no restocking fee. |
1. Your window
You have 10 days from the delivery date to request a return or exchange. We count from the courier delivery date, not from dispatch. Requests outside that window cannot be accepted except where the law requires it.
2. Condition we can accept
- Unused — inspecting and checking the item is fine; putting it into service is use.
- Complete — every accessory listed on the product page.
- In the original packaging with its inner protection.
- With the invoice we issued.
3. What we cannot take back
- Items that have been used beyond a functional check.
- Items damaged by misuse or by conditions the manual warns against.
- Consumables once opened.
- Clearance and final-sale items, where the product page says so.
- Anything returned without its original packaging.
- Gift cards and store credit.
4. Normal on arrival — not a fault
These are expected and are not defects: creases in the liner that settle once the pool is filled and a plastic smell for the first day or two. A fault is different: the liner arrives holed, a valve does not seal, a frame tube is bent, or a listed part is missing from the box.
5. Damaged, defective, wrong or missing
- Stop — do not put the item into service.
- Send the unboxing video, started before the tape was cut and run until everything was out.
- Report within 48 hours of delivery with photographs of the carton, photographs of the fault and your order number.
We then send a replacement or a full refund, whichever you prefer, and we pay the return shipping. Where a single part is at fault, shipping that part is usually faster than sending the whole item back, and we will offer that first. If the carton is visibly crushed or damp before you accept it, refuse the delivery and tell us.
6. How to start a return
Email us with the subject line Return request and your order number, saying what is wrong, with photographs. We reply within one working day and tell you whether to hand the parcel to a reverse pickup or send it yourself. Reverse pickup is free where the service runs; where it does not, post it back and we reimburse the actual postage against a receipt, with your refund. Please wait for our confirmation — an unannounced parcel is very hard to match to an order.
7. Exchanges
We exchange for a different size or model subject to stock. A price difference is settled before dispatch: we invoice the shortfall or refund the excess to the original route. One exchange per order line.
8. Refunds
Once the item reaches us and passes inspection we approve the refund and process it within 7 business days.
- Paid by UPI: refunded to the UPI ID or bank account used at checkout.
- Paid by Cash on Delivery: nominate a UPI ID or bank account and we transfer it. We cannot refund cash, because we never received cash.
Where the fault is ours, the shipping you paid is refunded too. Where you changed your mind, the flat ₹149 charged on orders below ₹4,999 is not refunded, because the parcel was already carried. If a partial return takes the amount you keep below ₹4,999, the flat ₹149 is deducted from the refund.
9. Warranty — what we do and do not offer
We are a retailer. We do not offer a six-month or manufacturer warranty of our own and we do not claim one. Where the maker provides a warranty, the card in the box governs it and we will help you find the right service channel. Ordinary wear is not a defect.
10. Late refunds and escalation
If we have confirmed a refund and it has not arrived, check with your bank or UPI provider first — the final leg is theirs. If it is still missing, write to us for the transaction reference. If a return was not handled to your satisfaction, ask for escalation to our Grievance Officer under the Consumer Protection (E-Commerce) Rules, 2020: acknowledged within 24 hours, resolved within 15 days.
11. Returns contact
- Velo Poola — sole proprietorship
- Address: Aqua Bella Vista Pools 128, Milap Nagar, Gali No. 1, Mode, Gopal Pura Mode, Jaipur, Rajasthan, 302018, India
- Phone: +91 87690 90207
- Email: [email protected]
- Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays.