Refund policy

RETURN POLICY

Last updated: June 22, 2024

Thank you for your purchase at Piscine Hippocampe. We hope you are fully satisfied with your order. However, if an item does not meet your expectations, please read the conditions below before making a return.

RETURNS

Returns must be made within fourteen (14) days from the purchase date, postmark serving as proof.

To be eligible for a return, the item must:

be new, unused, and uninstalled
be returned in its original packaging
include all original parts, accessories, manuals, and tags
show no signs of wear, connection, or handling

RETURN PROCEDURE

Before returning an item, you must obtain a return authorization (RMA).

Please contact our customer service by email at:
m.castonguay@piscinehippocampe.ca

Once you have obtained the RMA number, please carefully pack the item in its original packaging and ship the package to the following address:

Piscine Hippocampe
Attention: Returns
RMA #
59A Route 132
Delson, Quebec J5B 1H1
Canada

⚠️ Return shipping costs are the customer's responsibility.
We strongly recommend using a delivery service with a tracking number. Piscine Hippocampe is not responsible for packages lost or damaged during return shipping.

REFUNDS

After receiving and inspecting the returned product, the refund will be processed within fourteen (14) business days.

Refunds will be made to the original payment method. Depending on the financial institution, it may take one to two billing cycles before the amount appears on your statement. A confirmation email will be sent once the return is processed.

EXCEPTIONS – NON-RETURNABLE ITEMS

The following items are strictly non-returnable and non-refundable:

Electronic and electrical products, including but not limited to:
- pool pumps
- electronic boards
- spa controls and control panels
- motors
- any item that has been plugged in, installed, or tested
Chemicals
Opened boxes
Products on final sale
Special order products

These items are considered final sale, even if they have only been used briefly.

DEFECTIVE OR DAMAGED PRODUCTS

If a product is received defective or damaged, please contact our customer service as soon as possible.
Defective electronic and electrical products are covered exclusively by the manufacturer's warranty. No refunds will be issued for these items, but we will assist you with the warranty process.

RESTOCKING FEES

A 15% restocking fee will be applied to any eligible return.

QUESTIONS

For any questions regarding our return policy, please contact us:

📞 450 632-8680
📧 boutique@piscinehippocampe.ca