Politique de remboursement

Refund & Return Policy

Pool Parts Direct Canada
Last Updated: [Insert Date]

At Pool Parts Direct Canada (“Pool Parts Direct,” “we,” “our,” or “us”), we sell specialized pool equipment and parts, including oversized, freight-sensitive, and special-order products. Due to the nature of these items and associated shipping costs, our return policy is structured to protect against freight damage, installation errors, and improper handling.

Please review this policy carefully before placing your order.

1. All Sales Are Final on Certain Products

The following items are final sale and not eligible for return unless defective under manufacturer warranty:

  • Special-order items

  • Custom-configured products

  • Oversized freight items (including but not limited to pool heaters, pumps, filters, liners, fiberglass components, large automation systems)

  • Electrical components

  • Gas heaters

  • Opened chemicals

  • Installed or attempted-installed equipment

  • Clearance or discounted items

  • Items marked “Final Sale”

We strongly recommend confirming compatibility before ordering.

2. Order Accuracy & Customer Responsibility

It is the customer’s responsibility to:

  • Verify model numbers and compatibility

  • Confirm voltage, gas type, sizing, and plumbing requirements

  • Ensure the delivery location can accommodate freight delivery

  • Provide accurate shipping details

Pool Parts Direct Canada is not responsible for incompatibility, incorrect sizing, or installation errors.

If you are unsure about compatibility, contact us prior to ordering.

3. Freight Shipments – Inspection Required

Many of our products ship via freight carrier.

IMPORTANT:
All freight deliveries must be inspected at time of delivery.

You must:

  1. Inspect the packaging thoroughly before signing.

  2. Note any visible damage on the delivery receipt.

  3. Take clear photos of the damage before the driver leaves.

  4. Refuse the shipment if damage appears severe.

If you sign for a shipment without noting damage, the freight carrier may deny the claim. In such cases, Pool Parts Direct Canada cannot guarantee replacement or reimbursement.

Concealed damage must be reported within 48 hours of delivery with photos and documentation.

4. Standard Returns (Non-Freight Items Only)

For eligible items (non-freight, non-special order), returns may be accepted under the following conditions:

  • Return request submitted within 60 days of delivery

  • Item is unopened, unused, uninstalled

  • Item is in original packaging

  • Item is in resellable condition

Approved returns are subject to:

  • Minimum 25% restocking fee

  • Original shipping charges are non-refundable

  • Return shipping is the customer’s responsibility

  • Shipping insurance is required for high-value returns

We reserve the right to increase restocking fees if packaging is damaged or item condition is not resellable.

5. Installed or Used Equipment

Once equipment has been:

  • Installed

  • Wired

  • Plumbed

  • Mounted

  • Filled with water

  • Connected to gas or power

It is no longer eligible for return under any circumstance except verified manufacturer defect under warranty.

6. Manufacturer Warranties

Many products we sell are covered under manufacturer warranty.

Warranty claims:

  • Must be processed directly through the manufacturer

  • May require proof of professional installation

  • May require onsite service diagnosis

Pool Parts Direct Canada does not provide direct warranty service and is not responsible for labor costs, service calls, water loss, electrical costs, or installation costs related to warranty claims.

We will assist with warranty documentation where possible but are not responsible for manufacturer decisions.

7. Order Cancellations

Orders may only be cancelled if:

  • The order has not shipped

  • The item is not a special-order product

If cancellation is approved before shipment:

  • A processing fee of up to 5% may apply to cover merchant processing fees.

Once an item has shipped, it is subject to our return policy.

8. Refused Shipments

If a shipment is refused for reasons other than visible freight damage:

The customer will be responsible for:

  • Outbound freight charges

  • Return freight charges

  • Restocking fees (minimum 25%)

Freight charges on oversized items can exceed standard parcel rates.

9. Limitation of Liability

Pool Parts Direct Canada is not liable for:

  • Installation costs

  • Contractor or technician fees

  • Pool downtime

  • Water replacement

  • Electrical or gas modifications

  • Chemical balancing

  • Consequential or incidental damages

Our maximum liability is limited to the original purchase price of the product.

10. Incorrect or Damaged Items (Non-Freight)

If you receive an incorrect or damaged item (non-freight):

  • Notify us within 48 hours of delivery

  • Provide photos

  • Do not install the product

We will arrange replacement or resolution at our discretion.

11. Return Authorization Required

All returns require written authorization from Pool Parts Direct Canada.

Returns sent without prior approval will be refused.

To request authorization, contact:
info@poolpartsdirect.ca
Include:

  • Order number

  • Photos (if applicable)

  • Reason for return

12. Right to Refuse

Pool Parts Direct Canada reserves the right to:

  • Refuse any return

  • Deny returns that do not meet these conditions

  • Modify this policy at any time