We stand behind the products we sell and want you to be satisfied with them. We'll always do our best to take care of you our valued customers—our philosophy is to deal with you fairly and reasonably; we hope you will be fair and reasonable with us as well.
About Returns & Exchanges:
Is there a time limit?
Products purchased at Pool and Hot Tub Depot store in London Ontario or poolandhottubdepot.com can be returned within 15 days of receipt, some exceptions may apply.
For the best service exchanges for qualifying products can be made in person at the Depot in London within 15 days of purchase only, exceptions may apply.
Returning in Depot.
Just bring the packing slip along with the new unused item in its original box with all parts and customer service will help with your return. Unfortunately, we cannot refund your original shipping charges if the item was purchased online. Purchases made online and returned in person at the Depot will be subject to a restocking fee.
Returning by mail.
Please call customer service 1-877-845-1993 Monday to Friday 9am to 5pm EST or email email@example.com for Return Merchandise Authorization (RMA) information. Unfortunately return shipping charges cannot be refunded and we may from time to time not be able to accommodate a return.
Do you take everything back?
We do our best to take care of you, some items cannot be returned and we may from time to time not be able to accommodate a return request.
What cannot be returned?
Inflatables, Toys, Gift Cards, Clearance/Final Sale items, Spa pillows/head rests, Special or custom order parts such as hot tub covers, 3" plumbing pieces. Electrical or electronic parts such as: Breakers, sensors of any kind, heaters, circuit boards, control packs, topsides, LED Lights, Light bulbs and products with missing parts, not in original wrapper, factory sealed packaging opened or packaging, chemicals and any pool or hot tub water treatments/testing products, glue and glue primers or any liquids. Individual parts from a kit or bundle.
What if a part was installed/used?
Parts that have been installed/used/ hooked up to power are no longer new unused resalable warrantable parts that we can sell and therefore returns for parts/items that show any signs of installation or are soiled cannot be accommodated.
Are there restocking fees?
There are no restocking fees for in person purchased returns at the Depot in London.
Online purchases being returned by courier/mail/in person may have up to a 15% restocking fee deducted from the refund to cover the cost of repackaging OEM packaged parts. Waterway Viper pumps, Aqua-Flo XP3 Pumps, any 120V 3/4hp - 2hp pumps, 1 speed 1hp to 5hp pumps, electric pump motors, orders refused at delivery and returned by the carrier may be subject to a 25% restocking fee.
If your purchase was paid for with credit card, we’ll credit your account within 14 days. This will show on your next statement, depending on the issuing bank and/or billing cycle. If your purchase was paid with a Gift Card your refund will be another Gift Card. If your purchase was paid with PayPal online your refund will be to your PayPal account.
If your original purchase qualified for free shipping and an item is returned which brings your original purchase total below the free shipping limit then the shipping cost for the original purchase will be deducted from the refund of the returned item.
Returns without RMA / not shipped to the returns warehouse
Products shipped back to Pool and Hot Tub Depot without authorization or an RMA (Return Merchandise Authorization) form will be refused at the warehouse as those returns are not trackable in our system and are disqualified for refund. Products shipped to a location other than the warehouse in London Ontario or as specified on the RMA do not qualify for refund as the product has not been returned to Pool and Hot Tub Depots possession. All refunds and returns are at the discretion of Pool and Hot Tub Depot.
Shipments returned due to an incorrect Address.
If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient and the order will be classed as a return without an RMA and be refunded less a 25% restocking fee. Shipping fees are not refundable.
Shipments returned due to failed Delivery Attempts.
Most of our carriers may make up to three attempts to deliver a package. Packages that contain more than $200 of merchandise will always require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. In some areas the courier may only make one attempt to deliver and then notify you 2 times that the package is available for pick up at there designated location with in a five day period, if notified that your package can be picked up the courier will only hold it for five days after which it is returned to us the purchase will be classed as a return without an RMA and be refunded less shipping fees. If you would still like to purchase items that were undeliverable, you are welcome to place a new order for the products.
Shipments refused at delivery.
Shipments that are attempted to be delivered and acceptance of the shipment is refused by the recipient/purchaser will be returned to Pool and Hot Tub Depot by the carrier. Refused shipments will be subject to a 25% (min $20.00) restocking fee which will be deducted from the refund plus the carriers billed cost of return shipping.
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 Pool and Hot Tub Depot Canada customer care department at firstname.lastname@example.org and in most cases we should be able assist you with the manufacturer's warranty claim. Pool and Hot Tub Depot 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.
In the rare event that a shipment is missing an item, it must be reported within 2 business days of receiving the order via email to: email@example.com include the order number and the item missing. If a manufacturer's sealed box is missing a part, a picture is required showing the contents of the box, this is required to file a claim with the OEM not Pool and Hot Tub Depot .
( Customer service is only available in English at this time )
Returns policy was updated on Feb 1, 2016 to incorporate the new London Ontario Depot.