Return, Refund & Shipping Damage Policy

At Ultimate Pools, we want you to be satisfied with your purchase. Please review the following policy carefully before initiating a return, exchange, or damaged-shipment claim.

Returns

Eligible products may be considered for return provided they are unused, uninstalled, in new and resalable condition, and returned in their complete original packaging with all manuals, accessories, components, and documentation.

All returns require prior authorization from Ultimate Pools. Please contact us before shipping or bringing back any product.

Products returned without prior authorization may be refused.

Unless the return is the result of an error by Ultimate Pools or an approved defective or shipping-damage claim, the customer is responsible for all return shipping costs.

Original shipping charges are non-refundable.

Approved returns may be subject to a 25% restocking fee.

Final Sale & Non-Returnable Products

The following products are Final Sale and are not eligible for return, refund, or exchange unless otherwise required by applicable law:

• Replacement and Repair Parts — All replacement parts, repair parts, components, and service parts are Final Sale. Customers are responsible for confirming compatibility before ordering. Please contact Ultimate Pools before purchasing if assistance identifying the correct part is required.
• Custom Products and Custom Orders — Products manufactured, ordered, cut, configured, or otherwise supplied specifically for a customer's requirements are Final Sale.
• Special-Order Products — Products identified as Special Order or products specifically ordered from a manufacturer or distributor on behalf of a customer are Final Sale.
• Safety Covers — Pool safety covers, including standard/in-stock and custom safety covers, are Final Sale. Customers are responsible for confirming pool dimensions, step configuration, obstructions, deck type, colour, grid configuration, and other applicable specifications before ordering.
• Custom Pool Liners — All custom-manufactured pool liners are Final Sale.
• Open-Box Products — Products listed, described, or sold as Open Box are Final Sale. Any known cosmetic damage, missing components, packaging condition, or other relevant details will be identified in the product listing where applicable.
• Pool & Spa Chemicals and Water-Treatment Products — Chemicals, water-treatment products, sanitizers, oxidizers, balancers, specialty treatments, liquid products, and other chemical products are Final Sale. These products cannot be returned once sold because their handling, storage conditions, temperature exposure, integrity, and possible contamination cannot be verified after they leave our control.
• Opened Filter Cartridges and Filtration Media — Replacement filter cartridges, filter elements, and similar filtration products that have been removed from their sealed or protective packaging are Final Sale.
• Gift Cards — Gift cards are Final Sale and cannot be returned or redeemed for cash except where required by law.
• Used or Installed Products — Products that have been installed, connected, filled with water, operated, used, altered, modified, or damaged after delivery are not eligible for return unless being handled under an applicable manufacturer warranty.
• Products Identified as Final Sale — Any product specifically identified as Final Sale on its product page, quotation, invoice, or at the time of purchase is not eligible for return.

Manufacturer Warranty Claims

Final Sale status does not necessarily affect an applicable manufacturer's warranty.

Products believed to have a manufacturing defect will be handled according to the manufacturer's warranty terms and procedures. Warranty claims and any associated return, repair, replacement, or credit are subject to manufacturer authorization where applicable.

Customers should not return products directly to a manufacturer unless instructed to do so by Ultimate Pools or the manufacturer.

Proof of purchase and additional information—including photographs, serial numbers, installation information, troubleshooting results, or other documentation—may be required to process a warranty claim.

Final Sale status and manufacturer warranty coverage are separate from claims involving products that are confirmed to have been damaged during shipping or incorrectly supplied by Ultimate Pools.

Damaged Shipments

Please inspect your shipment promptly upon delivery.

Any product believed to have been damaged during shipping must be reported to Ultimate Pools within 48 hours of the carrier's recorded delivery time.

To submit a shipping-damage claim, please contact us with:

• Your order number
• A description of the damage
• Clear photographs of the damaged product
• Photographs of the exterior shipping carton or packaging
• Photographs of the interior packaging and packing materials
• A photograph of the shipping label
• Any other photographs or information reasonably requested to investigate the claim

Please retain the product, shipping carton, packaging, and packing materials until we advise you that they may be discarded. The carrier, manufacturer, distributor, or Ultimate Pools may require these materials when investigating the claim.

If there is visible damage to a package at the time of delivery, please photograph the damage before opening the shipment and, where possible, have the carrier record the damage at the time of delivery.

Claims Reported After 48 Hours

Shipping damage reported more than 48 hours after the carrier's recorded delivery time may not be eligible for a shipping-damage claim.

Once a shipment has remained in the customer's possession for an extended period, Ultimate Pools may be unable to determine whether damage occurred during transportation or after delivery.

Factors including subsequent handling, movement, installation, improper storage, exposure to heat, cold, freezing temperatures, moisture or other environmental conditions can affect a product after delivery.

For this reason, Ultimate Pools reserves the right to decline a shipping-damage claim when the damage was not reported within the required 48-hour period or when there is insufficient information to reasonably establish that the damage occurred before or during delivery.

This does not affect any rights or remedies that cannot be excluded under applicable consumer protection legislation.

Incorrect or Missing Products

Please inspect the contents of your shipment upon receipt.

Incorrect products, missing products, or discrepancies in an order should be reported to Ultimate Pools within 48 hours of delivery so that we can investigate and correct the issue promptly.

Please retain all packaging until the matter has been resolved.

Defective Products & Manufacturer Warranty

A product that develops a defect after delivery is not necessarily considered shipping damage.

Products believed to have a manufacturing defect may be subject to the manufacturer's warranty, where applicable. Warranty eligibility, coverage, repair or replacement procedures are determined according to the applicable manufacturer's warranty terms.

Ultimate Pools may request photographs, serial numbers, proof of purchase, troubleshooting information, water chemistry records, installation information, or other documentation required by the manufacturer to process a warranty claim.

Damage resulting from improper installation, misuse, neglect, improper maintenance, improper storage, environmental exposure, freezing, water chemistry, or other conditions excluded by the manufacturer's warranty is not considered a manufacturing defect.

Return Shipping

Do not ship a product back to Ultimate Pools unless a return has been authorized.

Where the customer is responsible for return shipping, we strongly recommend using a trackable and insured shipping service. The customer is responsible for ensuring the product is packaged appropriately for return transportation.

Ultimate Pools is not responsible for damage occurring during unauthorized or improperly packaged return shipments.

Refunds

Once an authorized return is received, it will be inspected before a refund is approved.

If approved, the applicable refund will be issued to the original method of payment, less any applicable restocking fees, shipping charges, return shipping costs, or other amounts permitted under this policy.

Processing times for the refund to appear on the customer's account may vary depending on the financial institution.

Questions or Return Requests

For questions regarding a return, damaged shipment, incorrect order, or warranty claim, please contact Ultimate Pools before returning the product.

Ultimate Pool Service Inc. / Ultimate Pools
1-1428 Speers Rd.
Oakville, Ontario
905-827-0194
orders@ultimatepools.ca
ultimatepools.ca