Shipping and Returns

The Shipping and Returns process at Compass Pools.

At Compass Pools, we know that once you have chosen your ideal swimming pool, you want the project to move forward without unnecessary delays. Thanks to our streamlined approach and one-piece ceramic pool shells, installation can often begin quickly once planning, site access and preparation are in place. This page outlines what to expect from the delivery and installation process, including typical lead times, key stages and the factors that can influence your project schedule.

Delivery & Installation Policy

We aim to make the journey from design to installation as smooth and efficient as possible. Because our ceramic pools are delivered as a one-piece shell, projects can often move ahead more quickly than traditional pool builds, helping work start promptly once plans, access and site preparation are in place.

Site Access & Preparation

To keep your project on schedule, clear access to the property and installation area is essential. Delivery timings may be affected if additional access arrangements, groundwork, permissions or specialist lifting equipment are required. We will review these requirements during the planning stage so that installation can begin as smoothly and quickly as possible.

Delays

While we always aim to keep to agreed schedules, some factors are outside our control. Delays may occur due to adverse weather, challenging ground conditions, restricted access, changes to project scope, or other unforeseen site issues. If this happens, we will keep you informed and work to rearrange timings as efficiently as possible.

Returns & Cancellation Policy

At Compass Pools, we pride ourselves on creating the perfect swimming pool tailored specifically to your home and lifestyle. Because of the highly customised nature of our products, our returns policy differs from standard retail purchases.

Bespoke Products & “Change of Mind” Returns

Every Compass Pool is manufactured to order based on your exact, bespoke specifications—including size, colour, finishes, and optional extras. Because your pool is custom-made specifically for your project and cannot be resold to another customer, we do not accept returns or offer refunds for a “change of mind” once manufacturing has commenced. Our bespoke pools are exempt from the standard 14-day cooling-off period typically associated with distance selling.

Order Cancellations

If you need to cancel or amend your order, you must do so before the manufacturing process begins.

• Before Manufacturing: Cancellations made before production starts may be subject to a partial retention of your deposit to cover administrative and design costs already incurred.
• After Manufacturing Commences: Once production has started, you are liable for the full cost of the pool, and cancellations or returns are not permitted.

Faulty, Damaged, or Incorrect Items

While we do not accept returns for bespoke items due to a change of mind, your statutory consumer rights remain fully protected. We will repair, replace, or refund your pool if it is:

• Faulty or defective due to a manufacturing error.
• Damaged upon delivery or installation (if installed by our team).
• Significantly not as described in your final, signed order confirmation.

If you believe your pool has a defect, please contact our customer service team at 0333 4567 111 or use our contact form so we can make it right.

Warranty

A Compass Pool is designed to be a lasting investment, which is why every pool is supported by reassuring long-term warranty cover. Compass Pools offers a 20-year warranty on the ceramic shell against osmosis and osmotic structural deficiencies, as well as a 10-year underwater surface warranty, giving homeowners added confidence in the quality, durability and long-term performance of their pool. The pools are also warranted for water temperatures up to 40°C, underlining the resilience of their advanced ceramic composite construction. Full details are subject to Compass Pools’ warranty terms and conditions.

Need More Information?

If you would like to discuss lead times, delivery logistics or how quickly your project could get underway, our team will be happy to advise based on your property and pool design requirements. Call us on 0333 4567 111 or use our contact form.