Refund policy
CRYSTALVIEW POOL, SPA & PATIO — REFUND & RETURN POLICY
Most products sold by Crystalview Pool, Spa & Patio are backed by a manufacturer's warranty. Where a manufacturer's warranty applies, it takes precedence over our standard return policy. Warranty terms, coverage periods, and claim procedures vary by brand and product category. To initiate a warranty claim, please contact us with your proof of purchase and we will assist you in working directly with the manufacturer.
30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This policy applies to purchases made online at store.crystalview.ca and in-store at our North Vancouver location.
To be eligible for a return, your item must be in the same condition that you received it — unused, uninstalled, with all original packaging, manuals, accessories, and hardware included. You'll also need your receipt or proof of purchase.
To start a return, contact us at ideas@crystalview.ca or visit us in store at 104 Philip Ave, North Vancouver, BC. Items sent back without first requesting and receiving approval will not be accepted.
Damages & Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so that we can evaluate the issue and make it right. Reach us at ideas@crystalview.ca or call 604-985-0057.
Non-Returnable Items
Certain items cannot be returned, including:
- Custom or special-order products (including items ordered in a specific colour, fabric, finish, or configuration)
- Water treatment chemicals and other consumable products
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards
Please get in touch if you have questions about whether a specific item is eligible for return.
Non-Refundable Charges
The following charges are non-refundable under all circumstances:
- Delivery and shipping charges
- Installation and labour charges
- Service call fees
If a delivery visit, technician appointment, or service call is required in connection with a return or product issue, those costs will be deducted from any applicable refund.
Restocking Fees
Certain items may be subject to a restocking fee. This will be confirmed at the time of the return request and deducted from your refund. Restocking fees may apply to special-order or custom-configured products, large or bulky items, and products returned outside the standard 30-day window on a case-by-case basis.
Exchanges
The fastest way to get what you want is to return the original item and, once the return is accepted, place a separate order for the new item.
Refunds
We will notify you once we've received and inspected your return and let you know if the refund has been approved. If approved, you'll be refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at ideas@crystalview.ca.
Crystalview Pool, Spa & Patio reserves the right to amend this policy at any time without prior notice.