Returns & Refund Policy

We want you to feel confident shopping with Ultimate Pool Service. If you need to return an item, the information below explains how returns, refunds, and exchanges are handled for purchases made through ultimatepools.ca.

30-Day Return Window

Most new, unopened, and unused items may be returned within 30 days of delivery for a refund, subject to the conditions and exclusions below.

To qualify for return, items must be:

• unused and uninstalled,
• in new, resalable condition,
• in the original packaging, with all original parts, accessories, manuals, and documentation, and
• received by us within the applicable return period.

Items returned incomplete, opened where opening affects resale, damaged after delivery, altered, or not in resalable condition may be refused or may be subject to a restocking fee.

How to Start a Return

If you are returning an online order by courier, you must first request a Return Authorization Number (RA#).

Returns sent without an RA# may be refused.

To request a return authorization, email orders@ultimatepools.ca and include:

• Return Authorization Request in the subject line,
• your order number,
• the email address used to place the order, and
• a brief description of the reason for return.

In-Person Returns

Most eligible new, unopened, and unused items may also be returned in person within 30 days of delivery.

Please bring:

• your original receipt, or your emailed order confirmation for online purchases,
• the original method of payment, where applicable, and
• valid government-issued photo ID.

Shipping, Refunds, and Restocking Fees

Unless the return is due to our error, confirmed shipping damage, or an approved defective item, customers are responsible for return shipping costs.

Original outbound shipping charges are non-refundable.

A restocking fee of up to 25% may apply to eligible returned items where additional handling, repackaging, inspection, supplier return charges, or diminished resale value applies.

Refunds are issued to the original payment method whenever possible after the returned item has been received and inspected.

Final Sale / Non-Returnable Items

The following items are final sale and are not eligible for return or exchange unless required by applicable law or approved by us because the item is defective:

• all pool chemicals, including salt,
• custom cover orders,
• custom orders,
• replacement parts,
• replacement filter cartridges that have been opened or removed from packaging,
• items listed, described, or sold as “Open Box”, except where defective or missing parts on delivery,
• toys and games that have been opened or are not in original packaging.

Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, or missing parts, please contact us promptly at orders@ultimatepools.ca.

Depending on the circumstances, the item may be eligible for replacement, refund, parts replacement, or warranty support.

Defective products may be handled under our Warranty Policy rather than as a standard discretionary return.

Exchanges

Exchanges may be offered at our discretion for eligible items. In many cases, the fastest option is to return the original eligible item in accordance with this policy and place a new order for the replacement item.

Inspection and Approval

All returns are subject to inspection once received.

We reserve the right to refuse a return if:

• the item does not meet the eligibility requirements in this policy,
• the item is returned without required authorization,
• the item shows signs of use, installation, damage, misuse, or missing components, or
• the item is a final sale item.

Refund Processing Time

Once your return has been received and inspected, we will notify you regarding approval or refusal of the refund. Approved refunds will be processed to the original payment method whenever possible.

Please note that financial institutions and payment providers may require additional time to post the refund to your account.

Questions?

If you have questions about a return, refund, or exchange, please contact us:

Ultimate Pool Service Inc.
orders@ultimatepools.ca
1428 Speers Rd, Unit 1, Oakville, ON L6L 5M1