Refund policy

Return & Refund Policy

At The Saltmart, we want every order to arrive correctly and in good condition. Because our products are heavy bulk goods, including water softener and pool salt, our return policy is designed around the nature and shipping cost of these products.

Return & Refund Window

You may request a refund, replacement, or store credit within 3 days (72 hours) of delivery for items that are missing, damaged, incorrect, defective, or spoiled.

Due to the weight and nature of our bulk products, returns for change of mind, ordering the wrong quantity, or no longer needing the product are not accepted.

Approved claims may be resolved with a refund, replacement, or store credit, depending on the circumstances. We may request photos of the product and packaging to verify the issue.

Return Eligibility

To be eligible for a standard return, the product must:

Be unopened and unused
Be in its original packaging
Be in resalable condition
Have been delivered within the previous 30 days
Receive return authorization from The Saltmart before being shipped back

Because of the weight and nature of our bulk products, returns for reasons such as ordering the wrong quantity, changing your mind, or no longer needing the product are subject to approval.

Please contact us before sending any return.

Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incomplete, or incorrect, contact us within 72 hours of delivery.

We may request photographs of the product, packaging, shipping label, or damaged area to help verify the issue.

Once approved, we may provide:

A replacement
Store credit
A full or partial refund

If the issue was caused by us, the carrier, or a product defect, The Saltmart will cover the return shipping cost when a return is required.

Return Method

Approved returns are accepted by mail.

Return instructions and the appropriate return address will be provided after your return request is approved.

Please do not send products back without prior authorization.

Return Shipping Costs

Damaged, defective, incorrect, or merchant-error orders:
The Saltmart will provide a prepaid return shipping label when a return is required.

Approved non-defective returns:
The customer is responsible for return shipping costs.

Restocking Fees

We do not charge restocking fees.

Non-Returnable Items

The following are generally not eligible for return:

Opened products
Used or partially used products
Products not in their original packaging
Products damaged after delivery
Unauthorized returns

This does not apply when there is a verified product defect, shipping damage, or fulfillment error.

Order Cancellations

Orders may be canceled for a full refund before they are processed or submitted for fulfillment.

Once an order has entered fulfillment or is out for delivery, cancellation may no longer be possible.

Refunds

Once an approved return is received and inspected, or once we confirm that a physical return is not required, the refund will be issued to the original payment method.

Approved refunds are typically processed within 5–10 business days.

Your bank or credit card company may require additional time to post the refund to your account.