Refund policy
Thank you for your interest in our products! If you have already purchased, we thank you for your trust in us! Our brands are backed with some of the best warranties in the industry. We have the utmost faith in our products but we also understand that things can happen! If you have any questions regarding our Refund Policy, please don't hesitate to contact us at wecare@aquaguardpoolproducts.ca!
Unopened Packages
Change your mind? You can return any unopened product for up to 30 days from your original purchase date. Returned products must be in the condition you received them in - in the original sealed box with all packaging. You will be responsible for all shipping fees, insurance and tracking and all items are subject to a 25% re-stocking fee upon inspection if the eligibility requirements are not met.
All returns must be accompanied by a Return Goods Authorization Form (RGA) and must be returned Prepaid. To return an Unopened Package, we ask that you please contact us at wecare@aquaguardpoolproducts.ca to obtain your RGA and designated RGA number prior to return. Please include the following information in your e-mail:
- Your Full Name
- Telephone number
- Order Number
- Shipping Address
- Reason for return
A copy of this RGA form must accompany your Unopened Package - Returned goods without an RGA will not be accepted. Please note that we may request photos of the item to prove its condition prior to shipping. A credit will be issued to your credit card or original method of payment within 14 days following product inspection. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your credit card account.
Used Products
We will not accept return of products that have been used in water except if deemed defective upon inspection. Please understand that we do not take used products back for refund if opened. Visit our Troubleshooting Guide if there are questions regarding your products performance or contact us with any questions or concerns at wecare@aquaguardpoolproducts.ca.
Damaged Items
Please inspect your order upon reception and contact us immediately if the item is damaged or defective.
Damaged, defective or incorrect items shipped must be reported within 7 days of receiving your order.
If your item delivered was damaged or defective at the time of reception please contact us at wecare@aquaguardpoolproducts.ca within 7 days of receiving your order. Please send us a copy of your receipt and photos showing the damage or defect. We will contact you with return/replacement options and procedures.
Defective out of the Box - Specific to Robotic Cleaners
If your robotic cleaner is damaged or defective, please contact us at wecare@aquaguardpoolproducts.ca and a customer service agent will contact you. You may also visit our Troubleshooting Guide before contacting us.
Returns for repair or inspection must be accompanied by a Return Goods Authorization (RGA) form issued prior to return. Returned goods without RGA will not be accepted. Aqua-Guard Pool Products will cover all shipping costs for a full 60 days after purchase. Following the 60 - day period, all shipments must arrive Prepaid.
If a robotic cleaner thought to be defective is returned for repair and nothing is found to be wrong, a 25% restocking fee will be applied to any refund issued to the customer. A 25% restocking will be applied to parts returned that were purchased incorrectly by customer.
Robots returned for repair within the warranty period will not be replaced. All units will undergo a full inspection, repair and water test before being returned to you at our expense.
Defective out of the Box - Specific to Madimack Pool Pumps and Heat Pumps
If your Madimack Pool Pump or Heat Pump is damaged or defective, and you have reviewed our Troubleshooting Guide, please submit a Service Request here:
https://madimack.com/ca/support/service/request
If you have not received a response within 2 business days or require an additional copy of your proof of purchase, please
contact us at wecare@aquaguardpoolproducts.ca.
Troubleshooting Guide not helping?
Please contact us at wecare@aquaguardpoolproducts.ca. A customer service agent will contact you for assistance.
Out of Warranty? Need a tune up or repair?
Contact us at wecare@aquaguardpoolproducts.ca and a customer service agent will look forward to working with you.
Shipping Risks, Lost or Damaged Orders
Lost items or items not received must be reported within 14 days. Damaged product must be reported within 7 days of receiving your order. Please refer to our Shipping Policy for more information.