Return Policy

Pioneer Family Pools Return Policy

Flexible and Easy Returns for Items Purchased in Our Stores

All refunds within 30 days of purchase will be for the purchase price + applicable taxes and will be refunded in the original payment method. Authorized refunds must be accompanied by the original store receipt or a Pioneer Family Pools gift card will be issued in the amount of the lowest sale price. Damaged, opened, clearance, or floor model items will be reviewed upon arrival to confirm if a refund is warranted.

Return Criteria and Requirements

All goods must be returned within 30 days of the sales transaction and are subject to pre-approval and pre-authorization at Pioneer Family Pools' sole discretion. Pioneer Family Pools grants no rights to returns, and all sales are final; however, Pioneer Family Pools may, in its sole discretion, agree to a return, which must be pre-authorized and pre-approved.

Freight charges are non-refundable.
Goods must be new, unused, and contain all original packaging and accessories.
All items are subject to a restocking fee, to be determined at Pioneer Family Pools' sole discretion at the time of return.
All returns must have a matching sales invoice.
Pre-approved and pre-authorized returns may be made in person to the Pioneer Family Pools location from which the goods were purchased, via pre-arranged and pre-approved pick-up by an authorized Pioneer Family Pools company vehicle, or returned via pre-authorized and pre-approved return with freight pre-paid. The return authorization number(s) must appear on all cartons.

Automatic Pool Cleaners Returns

Automatic pool cleaners have a return policy within 14 days from purchase. After 14 days, automatic pool cleaners must be processed under the manufacturer's warranty policy.

Patio Furniture Returns

Patio furniture can be returned in original packaging and within 14 days of purchase. Any patio furniture that requires a pickup from the customer's home will be subject to a restocking fee. The furniture must be verified before a refund is authorized.

Pools, Hot Tubs, Swim Spas, Saunas, Custom Liners, and Related Products

Pools, hot tubs, swim spas, saunas, and custom liners are not eligible for returns. These products are covered under their respective manufacturer warranties. If a product is defective, the issue will be assessed, and repairs or replacements will be facilitated through the warranty process.

Custom and Special Order Items

All custom and special-order items, including but not limited to hot tub covers, safety covers, lock-in covers, and any made-to-order or customized products, are final sale and cannot be returned.

No Returns On:

The following items cannot be returned:

Chlorine Refill Cards
Special Order Items
Services (Delivery, Assembly, Labour)
Gift Cards
Used Fittings and Chlorine Containers
Custom Covers including Hot Tub Covers, Safety Covers, and Lock-In Covers
Opened or used chemicals
Special Orders, including made-to-measure covers, liners, and handrails

Defective Products and Warranty Coverage

If a product is defective, we will work with the manufacturer to process a warranty claim as per their policy. Customers should contact their local store for assistance with initiating a warranty claim.

Other Terms and Conditions

Pioneer Family Pools reserves the right to request valid identification prior to accepting merchandise for a return.
Pioneer Family Pools reserves the right to limit or refuse to accept the return of certain merchandise at any time and for any reason.
Pioneer Family Pools will only accept the return of merchandise purchased from a Pioneer Family Pools store.
Purchases made with a Customer Agreement must be returned to the same location in which they were purchased.
Pioneer Family Pools may issue a cheque for refunds over $1,000 (cheques are mailed from Pioneer Family Pools Head Office, Burlington, ON).