Many products offered by Zoom Recreation are manufactured or configured specifically for each project. Product selections may be based on the customer’s budget, design requirements, dimensions, colors, materials, site conditions, and other project-specific needs.
Because of the customized nature of these products, made-to-order and special-order items are generally not eligible for return. Eligible standard products may be returned only after receiving written authorization from Zoom Recreation.
All returns require a Return Merchandise Authorization, also known as an RMA, before the product is shipped.
To request an RMA, contact Zoom Recreation and provide:
Request a Return Authorization
Submitting a return request does not guarantee approval. Zoom Recreation will review the request with the applicable manufacturer and provide written instructions when the return is authorized.
Products returned without an approved RMA will not be accepted. Any freight, storage, handling, or other expenses associated with an unauthorized return will be the customer’s responsibility.
To be considered for return, an eligible product must:
Final return approval is subject to inspection and acceptance by Zoom Recreation and the applicable manufacturer.
The following products and conditions do not qualify for returns, refunds, or partial refunds:
Surfacing materials are not eligible for return.
This includes, but is not limited to:
Customers are responsible for confirming quantities, specifications, colors, dimensions, and site requirements before approving a surfacing order.
Approved returns may be subject to manufacturer-specific restocking and handling fees.
Depending on the product and manufacturer, these fees may include:
The applicable fees will be communicated during the RMA review whenever they can be determined in advance.
The final refund amount will be calculated after the returned product has been received, inspected, and accepted.
Unless otherwise approved in writing, the customer is responsible for:
Original shipping and freight charges are nonrefundable.
Returns must be shipped prepaid. Freight-collect returns will not be accepted.
The RMA instructions will identify the approved return destination. Products must not be returned to Zoom Recreation or the manufacturer until written shipping instructions have been provided.
All returned products are subject to inspection.
A return may be rejected or the refund may be reduced when:
Customers should package returned products carefully and use a freight carrier that provides tracking and appropriate shipment insurance.
Zoom Recreation and the applicable manufacturer are not responsible for products lost or damaged during return transportation arranged by the customer.
No refund will be issued until the returned product has been received, inspected, and approved.
Approved refunds will be based on the eligible product value after deducting:
A defective component, shipping issue, or approved warranty claim does not automatically entitle the customer to a complete refund or replacement of the entire product.
Products damaged during transportation and items missing from a shipment are handled as freight claims rather than standard returns.
Customers must count and inspect all freight before signing the carrier’s delivery receipt. Any visible damage, missing cartons, or shortages must be clearly documented on the delivery receipt before it is signed.
Example delivery receipt note:
One carton damaged and three cartons missing.
Failure to document visible damage or shortages may prevent Zoom Recreation from filing a successful carrier claim. Replacement products, parts, and freight expenses may then become the customer’s financial responsibility.
For complete delivery inspection and reporting requirements, review our Shipping Policy.
Shipping damage and shortages should be reported to Zoom Recreation within 24 hours whenever possible and no later than 72 hours after delivery.
Please provide:
Zoom Recreation will make a reasonable effort to assist with the freight claim, but claim approval is determined by the carrier and is not guaranteed.
Zoom Recreation and the applicable manufacturer reserve the right to approve or deny a return based on the product, order type, condition, customization, return timing, and applicable manufacturer requirements.
Receiving an RMA does not guarantee that a refund will be issued. Final acceptance occurs only after the returned product has been inspected.
No representative may change, expand, or add to this Return Policy unless the change is approved in writing by an authorized representative of Zoom Recreation.
As the exclusive representative of Superior Recreational Products in your local area, Zoom is committed to recommending, providing and installing only the top products for all our customers.
