Returns and Warranties Policy
Important information
All requests for returns or cancelation concerning orders placed on clubpiscine.ca must be initiated with our customer service department. To do so, please contact us by email or telephone using the contact information provided in your transactional emails (such as your order confirmation or shipping confirmation).
No in-person returns or exchanges will be permitted.
Not completely satisfied with your purchase?
Return Eligibility Conditions
To be eligible for a return, the product must:
- Not have been used.
- Be returned in its original packaging.
- Be returned with all accessories, parts, and documentation.
- Be in a condition suitable for resale.
Any product that does not meet these conditions may be refused.
Return Shipping Fees
Return shipping fees apply to all return requests:
- 15% of the total order value
These fees will be deducted from the refund amount.
If you have any questions regarding your product category, please contact our Customer Service team when submitting your return request.
Refunds
Once the product has been received and inspected, Club Piscine will process a refund within a maximum of 5 business days.
Please note:
- Original shipping charges are non-refundable.
- Return shipping fees will be deducted from the applicable refund.
Products Not Eligible for Return
The following products are neither refundable nor exchangeable:
- Pools and spas
- Gazebos, pergolas, solariums and wall-mounted shelters
- Replacement pool liners
- Chemicals
- Inflatable products
- Special orders
- Clearance items
- Products that cannot be returned for hygiene reasons (e.g. swimwear)
- Gift cards
The manufacturer's warranty remains applicable where available, in accordance with the product's terms and conditions.
How do I make a return?
Would you like to return a product? Several options are available. Please refer to the section that applies to your situation for more details.
Product Purchased In-Store
Visit the store where the product was purchased, bringing your original receipt with you, and ensure that the return eligibility conditions listed above are met.
Product Purchased Online
To process a refund, a return authorization number must first be issued by our Customer Service department.
You can contact us by phone using the number provided at the bottom of your transactional emails (such as your order confirmation or shipping confirmation email). One of our Customer Service representatives will be happy to guide you through the process.
You may also contact us by email at serviceauxclients@clubpiscine.ca. Please note that only returns for products purchased online will be processed through this email address.
Returns for products purchased online will not be accepted in stores.
Once the merchandise purchased online has been received at our warehouse, you will receive an email detailing the refund that has been issued.
Defective or Damaged Products
Is your product defective or was it received damaged?
Upon receiving your order, we recommend inspecting all boxes and their contents. If you notice a defect or product damage, please contact our Customer Service department at serviceauxclients@clubpiscine.ca or by phone using the number provided on your purchase confirmation and on the product packaging.
Warranties
Club Piscine offers a wide range of products from various suppliers and manufacturers, each providing product-specific warranty coverage. These warranties may be subject to limitations and can only be applied following verification and approval by either Club Piscine or the manufacturer.
For any warranty claim or to report a defect, please contact our Customer Service department at serviceauxclients@clubpiscine.ca or by phone using the number provided on your purchase confirmation and on the product packaging.
How do I cancel an online order?
We make every effort to ensure that orders leave our warehouse as quickly as possible.
Order in Preparation
You may cancel your order at no charge. To do so, contact our Customer Service department by email at serviceauxclients@clubpiscine.ca or by phone using the number provided on your order confirmation and request an order cancellation.
Order in Transit or Delivered
If your order is already in transit or has been delivered, you must submit a return request once you have received the item(s). Original shipping charges are non-refundable, and return shipping fees will apply. Please refer to the Return Eligibility Conditions section at the beginning of this page for complete details.
Club Piscine reserves the right to cancel any online purchase at any time prior to shipment without notice.
