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Returns and Exchanges

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. 

Returns do not include free shipping – return shipping is the responsibility of the customer. If an order is canceled once in transit, it is considered a return, and the customer is responsible for any applicable return shipping costs. The cost of the return shipping will be deducted from your refund. We will pay the return shipping costs only if the return is a result of our error (you received an incorrect item, etc).

Please Note:

  • Products Returned in Poor Condition are Subject to a Re-Boxing fee of $30.00
  • Returns and Exchanges that shipped free will have the original shipping costs deducted from any refund made.
  • 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 return
  • 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)

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.                                                                                                              


Exchangable items

The following parts/ items can be returned for an Exchange - Hot tub/ Spa packs, Spa Pack add-ons such as control panels, topside control panels and accessories , Pumps -Hot Tub and Pool.

A restocking fee of 15% will be applied to exchanged items.

Non Returnable items

Electrical items such as heater elements, breakers, GFCI panels, Pressure switches and sensors for both pool and hot tub use and circuit boards. These parts are only returnable if faulty and covered by a manufacturers warranty

*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 15% restocking fee to cover costs. All costs for returned items are to be borne by the customer.

*Please note, once a pump, heater or plumbing part including filter cartridges have been used they can only be returned if faulty!

*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**

You should expect to receive your refund within 4 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (1 to 2 business days), and the time it takes your bank to process your refund request (5 to 10 business days).