At Splash Essentials, we’re as committed to your satisfaction as we are to water safety. If you’re not completely happy with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most unused items in their original condition within 15 days of delivery for a full refund or exchange. Some products may have different return requirements (see exceptions below).

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Personal care items (unless defective or unopened)
  • Opened swim safety equipment (life vests, swim diapers, etc.)
  • Custom or special order electronics
  • Items without original packaging or tags

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Initiate your return request within 15 days of delivery by emailing [email protected] with your order number and reason for return.
  2. Wait for approval – Our team will review your request and send return instructions within 2 business days.
  3. Package your item securely in its original packaging with all tags and accessories included.
  4. Ship your return to our warehouse at:
    Splash Essentials Returns
    4722 Vine Street
    Kansas City, MO 64101
    United States
  5. Track your return – We recommend using a trackable shipping service as you’re responsible for return shipping costs unless the return is due to our error.

Return Shipping Options

You may choose your preferred return shipping method:

  • Standard Return: Use DHL or FedEx (typically $12.95 depending on location)
  • Economy Return: Use EMS (slower but often more economical)

Note: Original shipping fees are non-refundable, and free shipping promotions will be deducted from your refund if applicable.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days after we receive your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Notification: You’ll receive an email confirmation when your refund has been processed.

Note: Depending on your financial institution, it may take additional time (typically 3-10 business days) for the refund to appear on your statement.

Exchange Process

To exchange an item:

  1. Follow the standard return process above.
  2. In your return request email, clearly specify the replacement item you’d like.
  3. If there’s a price difference, we’ll contact you to arrange payment or refund of the difference.
  4. Your new item will ship once we receive and process your return.

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request – Order #[Your Order Number]

Dear Splash Essentials Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

Item(s) to return: [Product Name(s) and Quantity]
Reason for return: [Please specify – wrong size, defective, changed mind, etc.]
Requested action: [Refund or Exchange for (specify replacement item)]

Please advise on next steps for processing this request.

Thank you,
[Your Full Name]
[Your Contact Information]

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery at [email protected] with photos of the damage/defect.
  • We’ll arrange for a replacement or refund at no additional cost to you.
  • In some cases, we may ask you to return the damaged item for quality control purposes.

International Returns

For customers outside the United States:

  • Return shipping costs are the customer’s responsibility.
  • Customs fees and import duties are non-refundable.
  • Please mark the package as “Returned Goods” to avoid additional customs charges.

Note: We cannot process returns from some Asian and remote regions due to shipping restrictions.

Questions?

Our customer service team is here to help with any return-related questions. Contact us at:

Email: [email protected]
Phone: [Insert Phone Number]

We appreciate your trust in Splash Essentials for all your aquatic needs!