Our goal at Poolandhottubdepot.com is to ensure that you are totally satisfied with your shopping experience.
We accept returns of unused products up to 15 days after the date of delivery.
Used, tried or installed products, or any items marked as non-refundable/Final sale are not within our return guidelines. Please contact our Customer Care team to initiate your return.
We cannot accept any returns from products in the following categories:
• Inflatables & Toys
• Electronic items such as: Breakers, sensors, heaters, transformers, circuit boards, spa control packs, keypads
• LED lights and light bulbs
• Chemicals including any liquids, tablets or granules
• Items noted as: Clearance, Final Sale or Overstocked
• Special or custom order parts such as hot tub covers, 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
• Any individual part(s) removed from a kit, bundle or a factory assembled product
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 (RMA) will 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.
Are there restocking fees?
Most returns have no restocking fees. Shipments returned to us due to an incorrect address or failure to pick up the package will be automatically cancelled and refunded less shipping charges when they are received back. Shipments returned due to delivery refusal or return to sender are subject to a 25% (min $25.00) restocking and handling fee. Shipping charges are not refundable. All refunds and returns are at the discretion of Pool and Hot Tub Depot.
Have an issue with your order?
In the rare event that any items in your order were received damaged, incorrect or are missing please let us know within 2 business days from delivery so we can help sort it out. Any concerns with the quality of any products must be reported within 3 business days from delivery. In most cases we will require a picture of the issue, please contact us as soon as possible.