Not completely satisfied with your purchase? 

We fully understand, and will be happy to accept an exchange or refund within 10 days of the reception of your order under the conditions listed in the “Terms and conditions” section.

Terms & Conditions

To make a return or an exchange the products must respect the following conditions:

• The product must not have been used;
• The product must be returned in its original packaging, which must be intact.

If these conditions are met, Club Piscine will proceed with an exchange or refund within a maximum of 5 working days following the reception of the product.

Shipping costs for an exchange or refund are the responsibility of the customer. In the event of a refund, these costs will be deducted from the total amount refunded.

Please note that delivery and assembly costs are non-refundable and non-exchangeable.

Exceptions

The following products are neither refundable nor exchangeable:

• Pools and Hot Tubs
• Gazebos, pergolas and solariums
• Chemical products
• Inflatable products
• Special orders
• Products on clearance
• Products for hygienic reasons (e.g. swimwear)
• Gift cards

How to return a product?

Would you like to make a return? Several options are available to you. Please refer to the paragraph corresponding to your situation for more details.

Product purchased in-store

Go to the store where you bought the product, with your original invoice, and make sure you comply with the “Terms and Conditions” mentioned above.

Product purchased online

To make an exchange or refund, a return number must have been issued by customer service.

Via our customer service

You can call the number on your purchase confirmation and on your product packaging. A customer service agent will be happy to guide you through the process.

You can also write to us at serviceauxclients@clubpiscine.ca. Please note that only returns of items purchased online will be processed via this e-mail address.

Via your online customer account

Once logged in to your customer account, click on the login icon, click on “View orders” and then on “Start return”. Then simply follow the steps to initiate the return of one or more products from your order.

No returns of products purchased online will be accepted in-store. 

Once the merchandise purchased online has been received by our warehouse, you will receive an e-mail with the details of your refund.

Defective products

Is the product defective or has it arrived damaged?

Upon the reception of your order, we recommend that you inspect the boxes and their contents. If you find a defect or a damaged product, please contact our customer service department at serviceauxclients@clubpiscine.ca, or by phone at the number indicated on your purchase confirmation and on the product packaging.

Warranties

Club Piscine offers a wide range of products from various suppliers and manufacturers, each offering specific warranties depending on the product. These warranties have limitations and can only be applied after verification and approval by us or the manufacturer.

If you have a warranty claim or wish to report a defect, please contact our customer service department at serviceauxclients@clubpiscine.ca, or by phone at the number shown on your purchase confirmation and on the product packaging.

How to cancel an online order?

We do our best to ensure that orders leave our warehouse as quickly as possible.

Order not yet shipped

You can cancel your order free of charge. To do so, log into your customer account, click on “View orders” and then click on the “Cancel order” button.

You don't have an account or your order doesn't appear in your account?

We suggest you contact our customer service department at serviceauxclients@clubpiscine.ca, or by phone at the number indicated on your purchase confirmation.

Order being delivered

If your order is in the delivery process, but has not yet been delivered, you can also cancel it by following the same procedure. Delivery charges are non-refundable.

Moreover, shipping and administration charges equivalent to 15% of the total order amount will be applied.

Club Piscine has the right to cancel a Web purchase at any time before the item is shipped, without prior notice.