Returns Policy -
We know that we all make mistakes sometimes and that is why we offer an easy Return Policy on new items, unopened, unused and in original condition within 15 days of receiving the item -
Exclusions apply to certain items, please see ' Non Returnable Items' below.
Items returned must be in an as new condition without cosmetic, packaging or any other damage. All items returned are to be packed correctly, returned items are the responsibility of the customer until received and inspected. Items damaged due to poor packing or have been damaged or marked due to use will not be refunded or exchanged with out exception.
- Products Returned in Poor Condition are Subject to a Re-Boxing fee of $30.00
- All Custom Liner or Custom Cover Orders are Final Sale
- All Custom Orders are Final Sale
- All Replacement Parts are Final Sale
- Replacement filter cartridges removed from their protective packaging may not be eligible for exchange
- Select In-Stock Safety Cover Sizes are Final Sale (see product description for details)
- All Items Listed, Described and/or Sold as "Open Box" are Final Sale *(unless missing parts or defective)
We cannot accept any returns from products in the following categories:
• Inflatables & Toys
• Electronic items such as: Breakers, sensors, heaters, circuit boards, spa control packs, keypads
• LED lights and light bulbs
• Chemicals including any liquids, tablets or granules
• Clearance Items
• Special or custom order parts such as hot tub covers, spa pillows, 3” plumbing
• Items which have been removed from their original packaging, assembled, installed, used or modified
• Any items marked as non-returnable on the product page
• Individual parts from a kit or bundle
If you would like to make a return request, please contact us with your order number, the item(s) that you would like to return, and the reason for the return. One of our friendly Customer Care team members will help you as soon as possible with the next steps!
Items shipped back without contacting us for a return authorization may be refused at the warehouse and returned to you as they are not trackable in our system. Items shipped back to an order fulfilment centre in B.C. or Alberta will be refused as they cannot be tracked in our system and they do not accept or process returns. Please contact us before sending any items to ensure a smooth return process.If the return is as a result of our error, we will exchange or refund the item within 30 days. We will also pay the return shipping costs. All items returned must be packed securely as any damaged items that have occurred during return shipment can not be refunded or replaced. The customer is responsible for making sure items are packed correctly and will not break, leak or become lose during return shipping
*We highly recommend using a signed for service and insuring the returned item incase of loss or damage while in transit!* Pool Store Canada is not responsible for any loss or damage whilst items are in transit.
*Items returned by the courier company as a result of incorrect address or returned due to not picked up by customer will have a restocking 20% fee appleid plus the return costs will be deducted from any refunds issued.
Returned items are deemed received once they have been signed for by a member of Pool Store Canada staff.
Once we receive the item, it will be inspected to ensure the item is in as new condition. If the item or packaging is not in as new condition, customer refunds will be affected.
*Pool and Hot tub accessories can be returned and will incur a restocking fee of 10% if returned in original condition, unused and in original packaging. If they are returned used or without original packaging, a 15% fee will be applied . Used or opened filter cartridges can not be returned for hygiene reasons!
All other items returned will incur a 20% restocking fee to cover costs. All costs for returned items are to be borne by the customer.
* Warranty is Exchange Only!
*All pool kit sales are final. In the event of damaged on delivery or warranty claims please contact us and we will arrange replacement parts.
Please ensure all pool kits are inspected before accepting delivery. Any items that are missing will be shipped direct from the manufacturer.
**Custom made Covers are non returnable unless they have a manufacturers fault**