Returns Policy -
We offer an easy Return Policy on new items, unopened, unused and in original condition within 30 days of receiving the item - Exclusions apply to Swimming pool kits, please see 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 responsibilty 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 with out exception.
All products and parts with warranties have the warranty as provided by the products manufacturer. Should you need help with a part that is covered under the manufacturer's warranty, please email or call Pool Store Canada and in most cases we should be able assist you with the manufacturer's warranty claim. Pool Store Canada as a retailer does not provide any warranty on any manufacturer's products. The parts warranty if any, terms and conditions are those provided exclusively by the manufacturer of the part.
All manufacturer warranty claims are handled on behalf of the manufacturer by us and Pool Store Canada is not responsible for warranty decisions.
Refunds on returned items will only be made once received and inspected by Pool Store Canada.
Please note that a Return Authorization Number is needed for all returns. Returns with out an RAN will not be processed and sent back to the customer. The Return Authorization number is valid 10 days from date of issue. If the return is not shipped within the 10 day period the return will not be valid
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
If the item is defective we will exchange the time for you under the manufacturers warranty. You must notify us by email within 7 days of you receiving the item. Most warranty issues can be handled through us although some manufacturers prefer to handle their warranty claims directly with the consumer.
* Please note - Shipping costs are not covered under warranty *
* Refunds are not offered on warranty claims*
If the return is not as a result of our error, you are responsible to ship the item back to us plus cover all costs associated with shipping the item. *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.
All returns are accepted with the conditions below.
The following parts/ items are non returnable - Hot tub/ Spa packs, control panels, Circuit boards, topside control panels, Electrical items such as heater elements, breakers, GFCI panels, Pressure switches and sensors for both pool and hot tub use. These parts are only returnable is 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 origanal packaging, a 15% fee will be applied . Used or opened filter cartridges can not be returned for hygiene reasons!
*Hot tub pumps, bromine generators,salt generators, bromine and salt cell replacements, pool pumps and white goods including jets and fittings will have a 25% restocking fee charged.
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).