Returns

At Pool & Hot Tub Depot, we want you to be completely satisfied with your purchase. Returns for eligible products that have not been, used, installed, connected or tried for troubleshooting are accepted within 30 days of delivery.

Items Not Eligible for Return.

For safety, hygiene, electrical, and custom-processing reasons, "change-of-mind" returns are not accepted for products in the following categories:

• Inflatables & Toys
• Electronic / Electrical Components: Fuses, relays, GFCI breakers, sensors, heaters, capacitors, transformers/power supply units, circuit boards, spa control packs, ozone/UV systems, keypads, thermostats, sauna heaters (all models), pressure switches, etc.
• Pool Heating & Automation Parts: All electronic parts for pool heaters, variable-speed (VS) pool pumps, and automation controls.
• Lighting: LED lights, LED light controllers, and light bulbs.
• Major Equipment: All pool heaters and heat pumps.
• Consumable Goods: Chemicals, liquids, tablets, or granules used to balance and maintain pool or hot tub water, spa fragrances, etc.
• Adhesives & Chemicals: All glue, sealants, and silicone.
• Clearance Items: Items marked as Clearance, Final Sale, or Overstocked.
• Custom Items: Custom-cut items (including all types of cut-to-order hoses) and special or custom-order parts (e.g., custom hot tub covers, 3” plumbing).
• Altered / Used Goods: Items that have been removed from original packaging, assembled, installed, connected, tried for troubleshooting, or modified.
• Bundles & Replacements: Individual parts removed from a kit, bundle, or factory-assembled product, or any item received as a warranty replacement.
• Product Page Notices: Any item marked as Final Sale on its product page.

Defective Items & Manufacturer Warranty Claims.

As an authorized dealer for many product lines we sell, Pool & Hot Tub Depot may process select warranty claims directly on behalf of the manufacturers.

• Dealer-Handled Warranties: For most brands, we process warranty claims directly on behalf of the manufacturer. If your item exhibits a manufacturing defect after installation or during normal use, please Contact Us with your order number, product serial number, and a description (plus photo/video) of the issue. Our team will handle the evaluation, repair or replacement process for you.
• Direct Manufacturer Warranties: Select manufacturers require warranty claims and technical troubleshooting to be processed directly through their own consumer support teams. For these specific brands, we will provide you with the manufacturer’s direct warranty contact details and instructions to ensure your claim is processed as quickly as possible.
• Warranty Exclusions: Manufacturer warranties cover factory defects only. They do not cover damage resulting from improper installation, incorrect wiring, chemical corrosion, water intrusion, improper voltage/power supply, or user error.

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!

How to Request a Return Authorization (RMA)

If you would like to return an eligible, unopened item within 30 days of delivery, an RMA (Return Merchandise Authorization) is required:

1. Contact Us: Email or message our Customer Care team with your order number, the item(s) you wish to return, and the reason for the return.
2. Receive Authorization: One of our Customer Care members will review your request and send you an RMA number and return instructions.
3. Ship Your Item Back: Carefully package and ship the item back to the designated warehouse fully insured for the purchase value indicated on your RMA document.

⚠️ Unauthorized Returns Notice:

Items shipped back without contacting us for an RMA will be refused at our warehouse and returned to you, as they cannot be tracked in our system. Shipments sent to order fulfillment centers in B.C. or Alberta will also be refused, as those facilities cannot accept or process returns. Always contact us prior to sending any items back.

Restocking Fees

Most eligible change-of-mind returns do not incur restocking fees, with the following exceptions:

• Pool Cleaners: Eligible returns (unopened, factory-sealed in original condition) are subject to a 10% restocking fee.
• Filters: Eligible pool sand and cartridge-style filters are subject to a 15% restocking fee.
• Refused / Undeliverable Shipments: Shipments returned due to delivery refusal or "return to sender" are subject to a 25% (minimum $25.00) restocking and handling fee.

Undeliverable Addresses: Shipments returned to us due to an incorrect address or failure to pick up from a carrier location will be automatically canceled and refunded, minus original and return shipping charges and a 25% restocking charge.

Shipping & Return Charges

• Who Pays Return Shipping: The customer is responsible for shipping costs when returning an eligible item refund. However, Pool & Hot Tub Depot will pay for return shipping costs if the return is due to our shipping error (e.g., incorrect item sent).
• Shipping Insurance: Any return shipped back with an RMA should be insured for its full replacement value. Returns received with shipping damage cannot be accepted; you will need to file a damage claim directly with your carrier to recover the cost.
• Non-Refundable Costs: Original shipping charges are non-refundable.

Refunds & Processing

• Timeline: Refunds are typically processed within 7 to 14 business days after your package is received and inspected at our warehouse (though often sooner).
• Payment Method: Refunds will only be issued back to the original payment method used for purchase. If you no longer have access to the original payment method, you will need to contact your financial institution to claim the funds once the refund is issued.
• Financing & BNPL Services: Refunds for orders placed using split-payment or financing services (e.g., Afterpay, Sezzle, PayBright, Shop Pay) will have an additional 6% payment processing fee deducted from the refund amount to cover non-refundable service fees charged by those providers.

Legal & Discretion Notice

All returns, refunds, and restocking fees are managed at the discretion of Pool & Hot Tub Depot on a case-by-case basis. Nothing in this policy limits, excludes, or restricts any statutory rights or legal warranties provided to consumers under applicable provincial consumer protection laws, including Quebec's Consumer Protection Act.