Return & Exchange Policy

Not Satisfied with Your Purchase?

We want you to be completely happy with your purchase. If you’re not satisfied, Aqua Famille Plus is happy to accept returns or exchanges within 10 days of receiving your order, provided the conditions outlined below are met.

Terms & Conditions for Returns and Exchanges

To qualify for a return or exchange:

The product must be unused.
The product must be in its original packaging, intact and undamaged.

Once the returned product is received and inspected, Aqua Famille Plus will process an exchange or refund within 5 business days.

Shipping Costs:

Customers are responsible for shipping costs associated with returns or exchanges.
For refunds, shipping costs will be deducted from the total refunded amount.
Delivery and assembly fees are non-refundable and non-exchangeable.

Products That Cannot Be Returned or Exchanged

The following items are excluded from returns or exchanges:

Pools and hot tubs
Gazebos, pergolas, and solariums
Chemical products
Inflatable products
Special orders
Clearance items
Products sold for hygienic reasons (e.g., swimwear)
Gift cards

How to Return a Product

1. Product Purchased In-Store

Bring the item to the store where it was purchased, along with your original invoice, and ensure it meets the Terms & Conditions above.

2. Product Purchased Online

To return or exchange online purchases, you must obtain a Return Authorization Number from customer service.

Options to initiate a return:

Customer Service: Call the number on your order confirmation or product packaging, or email info@aquafamilleplus.com for assistance. Only online purchases can be processed this way.
Online Account: Log into your account, select “View Orders”, then “Start Return”, and follow the instructions to return one or more items.

Returns of online purchases cannot be processed in-store. Once the returned items are received at our warehouse, you will receive an email confirming the refund.

Defective or Damaged Products

If your product arrives defective or damaged, inspect the shipment immediately. Contact our customer service team at info@aquafamilleplus.com or by phone (as indicated on your order confirmation) to report the issue.

Warranties

Products may carry manufacturer warranties. Warranty claims are subject to verification by Aqua Famille Plus or the manufacturer. To initiate a claim, contact our customer service team with your purchase details.

Cancelling an Online Order

Order Not Yet Shipped

You may cancel free of charge by logging into your account, selecting “View Orders”, and clicking “Cancel Order”.

If you do not have an account or your order does not appear, contact info@aquafamilleplus.com or call the number on your order confirmation.

Order Already in Delivery

If your order is being delivered but has not yet arrived, you may still cancel, but:

Delivery charges are non-refundable.
A 15% shipping and administration fee will apply to the total order amount.

Aqua Famille Plus reserves the right to cancel any online purchase before shipping at its discretion, without prior notice.

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In-Store Purchases

Online Purchases

WE ONLY SHIP LOCALLY TO GREATER MONTREAL AREA* Item purchased from other not eligible location within Quebec Province will be shipped upon receiving delivery charges.

* Greater Montreal Are cover locations within the Main Island of Montreal (East to West, South to North), Laval and South-Shore (Longueil & Brossard)

Shipping Costs

WE ONLY SHIP LOCALLY TO GREATER MONTREAL AREA*

Oversized Items (Heat Pumps and Etc.)

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Oversized Item Delivery

Get your Delivery Fee Estimate (DFE) in locations other than Greater Montreal Are

Submit your information and will be sending the details as soon as possible to your email or contact you directly on your provided phone number at your provided appropriate time.