Sunshine Pools Returns & Refunds Policy

At Sunshine Pools (a brand of MadFun Ltd), we want you to be completely satisfied with your purchase. We understand that sometimes plans change, which is why we offer a comprehensive returns policy that goes beyond your statutory rights.

This policy applies to all purchases made via the Sunshine Pools website.

1. Statutory Right to Cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods without giving a reason.

If you cancel within this 14-day period, you then have a further 14 days to return the goods to us (unless we agree to collect them).

Cancellation before dispatch: If you cancel your order before it has been dispatched, we will issue a full refund (including standard delivery charges).

Cancellation after dispatch: If you cancel after dispatch (even if the goods have not yet been delivered), your cancellation will be treated as a return. This means you may need to accept delivery and you may be responsible for return/collection charges (see sections 4 and 7).

2. Extended Voluntary 90-Day Return Window

In addition to your statutory rights, Sunshine Pools offers an extended voluntary return window. You may request a return within 90 days of delivery, provided the following conditions are met:

• Unopened and Unassembled Goods (required): To qualify for the 90-day voluntary return, the product must be unopened and unassembled, in the original packaging, and in a resalable condition.
• Opened Goods (generally not eligible): If the packaging has been opened, the item must be repackaged exactly as it was received, with all internal packaging, manuals, and components present. Opened items may be subject to deductions for diminished value, or may be rejected entirely if they do not meet the condition requirements in section 3.

Non-standard delivery fees / surcharges: Any non-standard delivery fees (for example, delivery surcharges, special delivery arrangements, timed delivery, remote area charges or similar) are non-refundable, except where the goods are faulty and you are entitled to a refund under your statutory rights.

3. Condition of Goods, Assembly & Inspection (Strict)

We take great pride in the quality of our products. To qualify for a return (whether under the 14-day statutory cancellation right or our 90-day voluntary return window), the goods must be returned in an appropriate condition.

• Strict “No Assembly” rule: Items that have been assembled or part-assembled are not eligible for return or refund (unless the goods are faulty and you have statutory rights). This includes attempts to build, fit, inflate, wire in, plumb in, or otherwise set up the product.
• Unopened / unused requirement for the 90-day voluntary return: Returns under our 90-day voluntary return window must be unopened, unused and unassembled.
• Opened items (repackaging requirement): If a product has been opened (for example, to inspect contents), it must be repackaged exactly as it was received, with all original internal packaging, manuals, accessories, fixings, and components present.
• Inspection & diminished value: All returned goods are inspected on arrival. If the condition of the goods or packaging suggests handling beyond what is necessary to establish the nature/characteristics of the goods, we may apply a deduction for diminished value (where permitted by law). Deductions may be significant depending on the condition and whether the goods can be resold.
• Rejected returns: If our team identifies any sign of assembly, usage, damage, or missing items/components, we reserve the right to reject the return. In such cases, no refund will be issued and the goods will be returned to you (or made available for collection) at your expense.

4. How to Start a Return (Important)

To start a return, you must email cancel@sunshinepools.co.uk before sending anything back.

Please include:

• your full name;
• your order number; and
• a brief description of what you are returning and why (e.g., cancellation, unwanted item, incorrect item, suspected fault).

We will then confirm the next steps, including the correct return address and any collection options (where available).

Do not send returns to our registered office: We do not accept returns at our registered office address. Any parcels sent to the registered office will be rejected and returned to the sender, and you may remain responsible for any resulting costs.

Elecro heaters (special handling): Please read section 5 before returning any Elecro Engineering heater, as these must be returned to a different address.

5. Elecro Heaters – Special Handling (Returns Address & Fees)

If your order includes an Elecro Engineering pool heater, special return handling applies.

Correct return address (Elecro heaters only): Elecro heaters must be returned to:

Elecro Engineering Ltd
Unit 3, G-Park, North Road
Stevenage, Hertfordshire
SG1 4GY

If an Elecro heater is returned to MadFun/Sunshine Pools by mistake: If you send an Elecro heater back to our warehouse/HQ instead of the Elecro address above, we may arrange onward transit to Elecro and deduct the transit costs from your refund (or require payment before we forward it), where permitted by law.

Please note a £41.50 + VAT sanitisation fee will be deducted from your refund. Even if the heater has not been used or opened, this fee will apply for any retrurns of Elecro pool heaters.

These requirements are in place for safety, hygiene and legal compliance reasons, and are levied by Elecro Engineering directly to us which we will deduct from any refund we process for you for these products.

6. Clearance and Final Sale Items

Items marked as "Clearance" in the product title or clearly highlighted as "Final Sale" are sold as-seen and are not eligible for return or refund. This typically applies to ex-display or demo units, previously returned products, or end-of-life items. By purchasing a clearance item, you acknowledge that our standard 90-day return policy does not apply. This does not affect your statutory rights if an item is not as described, though the specific condition of the item (e.g., ex-display) will be clearly noted at the point of purchase.

7. Faulty or Damaged Goods

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If your goods are faulty, not as described, not of satisfactory quality, or unfit for purpose, you may be entitled to a remedy.

• Short-term right to reject (full refund): If the goods are faulty, you have the right to reject them and receive a full refund within 30 days of delivery (this is sometimes called the “short-term right to reject”).
• Repair or replacement: If you do not reject within the first 30 days (or if the 30-day period has passed), you may be entitled to a repair or replacement.
• Price reduction or final right to reject: If a repair or replacement is not possible, is unsuccessful, or is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or a final right to reject for a refund.

If you receive a damaged or faulty item, please notify us as soon as possible (and ideally within 48 hours of delivery) and provide your order number plus clear photographs of the damage to the packaging and the product to help us assess the issue and, where relevant, support a claim with the courier.

8. Costs, Risk in Transit, and Refund Processing

• Return costs: Unless the item is faulty (see section 6), you are responsible for the cost of return postage/collection.
• Risk in transit: Returns are sent at your risk. We strongly recommend using a tracked service with adequate insurance and taking photos of the item and packaging condition before sending.
• What we refund (delivery charges): If you are cancelling under your 14-day statutory right, we will refund the cost of standard delivery (but not any non-standard delivery surcharges). For returns under our 90-day voluntary return window, delivery/collection charges may be deducted or may not be refundable.
• Refund timing: Where a refund is due, we will process it within 14 days of receiving the returned goods, or within 14 days of you providing evidence of having sent the goods back (whichever is earlier), in line with the Consumer Contracts Regulations.
• How we refund: Refunds are issued to the original payment method used at checkout. Depending on your bank/payment provider, funds may take additional time to show in your account.

9. Exclusions

Please note that we do not offer installation services for our pools. Any third-party installation contracted by the customer is at the customer’s own risk and expense. We cannot be held liable for any costs incurred due to faulty third-party installation or for the removal of a faulty product that was installed by a third party.

10. Contact Us

If you have any questions regarding this policy or need advice on a specific product return, please contact us here.