Returns & Refund Policy

Effective Date: April 7, 2026

At ultimatepools.ca, your satisfaction is important to us. This Returns & Refund Policy explains how returns, refunds, and exchanges are handled for purchases made through our website.

Return Eligibility

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 be eligible 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 where permitted under this policy.

Online Purchase Returns by Courier

To return an online order by courier, you must first obtain a Return Authorization Number (RA#) before shipping the item back to us.

Returns sent without an RA# may be refused.

To request an RA#, please email orders@ultimatepools.ca and:

• use Return Authorization Request in the subject line,
• include your order number,
• include the email address used to place the order, and
• briefly explain the reason for the 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.

Return Shipping and Refunds

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.

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

Restocking Fees

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.

If a restocking fee applies, it will be deducted from the refund amount.

Non-Returnable and Final Sale 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.

Defective, Damaged, Incorrect, or Missing Items

If you receive an item that is defective, damaged in transit, 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 Refused Returns

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

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.

Financial institutions and payment providers may require additional time to post the refund to your account.

Your Legal Rights

This policy explains our return and refund practices. It does not limit any rights you may have under applicable consumer protection laws.

Contact Us

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

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