Thank you for your interest in our products! If you have already purchased, we thank you for your trust in us! We have the utmost faith in our products but we also understand that things can happen! If you have any questions regarding our Refund Policy, please don’t hesitate to contact us at support@thepoolshoppe.ca.
Unopened Packages
Change your mind? You can return any unopened product for up to 30 days from your original purchase date. Returned products must be in the condition you received them in – in the original sealed box with all packaging. For online purchases, you will be responsible for all shipping fees, insurance and tracking, and all items are subject to a 25% re-stocking fee upon inspection if the eligibility requirements are not met.
All online returns must be accompanied by a Return Goods Authorization Form (RGA) and must be returned Prepaid. To return an Unopened Package, we ask that you please contact us at support@thepoolshoppe.ca and include a copy of your invoice for reference. Please include the following information in your e-mail:
- Your full name
- Telephone number
- Order number
- Shipping address
- Reason for return
A copy of this RGA form must accompany your Unopened Package – Returned goods without an RGA will not be accepted. Please note that we may request photos of the item to prove its condition prior to shipping. Upon inspection and return approval, a credit will be issued to your credit card or original method of payment within 14 days following product inspection. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your credit card account.
Damaged Items, Defective Out of Box or Incorrect Item Shipped
Please inspect your order upon reception and contact us immediately if the item is incorrect, damaged or defective.
Damaged, defective or incorrect items shipped must be reported within 7 days of receiving your order.
If your item delivered was damaged or defective at the time of reception please contact us at support@thepoolshoppe.ca within 7 days of receiving your order. Please send us a copy of your receipt and photos showing the damage or defect. We will contact you with return/replacement options and procedures.
If you received a different item from what you ordered, please contact us at support@thepoolshoppe.ca within 7 days of receiving your order. We will contact you with return/replacement options and procedures.
Shipping Risks, Lost or Damaged Orders
Lost items or items not received must be reported within 14 days. Damaged products must be reported within 7 days of receiving your order. Please refer to our Shipping Policy for more information.
Order Cancellation or Changes
Should you wish to change or cancel an order placed on-line, please contact us a soon as possible at support@thepoolshoppe.ca.
Orders will be accepted and prepared for shipping as soon as possible. Should you wish to cancel an order already processed for shipping, we cannot guarantee that we are able to cancel the order in which case, the order will be subject to the terms of our return policy.
Refunds
For all refunds, you will need to follow all return procedures as per our Return Policy. Refunds will not be issued until products have been returned to us and passed inspection. You will be notified once your item has been returned and inspected, and if approved, you will be refunded on your original payment method. Please allow 14 days for the inspection and refund process and keep in mind, credit card companies may take time to process and post any refund.
Exceptions/Non-Returnable Items Out of Box or Incorrect Item Shipped
Robotic Pool Cleaners
Used Robotic Cleaners
We will not accept return of products that have been used in water except if deemed defective upon inspection. Please understand that we do not take used robots back for refund if opened. Visit our Troubleshooting Guide if there are questions regarding your robot’s performance or contact us with any questions or concerns at support@thepoolshoppe.ca
Robotic Cleaners Defective Out of the Box
If your robotic cleaner is damaged or defective, please contact us at support@thepoolshoppe.ca and a customer service agent will contact you. You may also visit our Troubleshooting Guide before contacting us. Returns for repair or inspection must be accompanied by a Return Goods Authorization (RGA) form issued prior to return. Returned goods without RGA will not be accepted. The Pool Shoppe will cover all shipping costs for a full 60 days after purchase of a robotic pool cleaner. Following the 60-day period, all shipments must arrive Prepaid.
If a robotic cleaner thought to be defective is returned for repair and nothing is found to be wrong, a 25% restocking fee will be applied to any refund issued to the customer. A 25% restocking will be applied to parts returned that were purchased incorrectly by customer.
Robots returned for repair within the warranty period will not be replaced. All units will undergo a full inspection, repair and water test before being returned to you at our expense.
