Cancellation policy

This policy applies to all purchases made at Crystalview Pool, Spa & Patio, whether placed online at store.crystalview.ca or in-store at our North Vancouver location.

Standard Orders

Orders for in-stock items may be cancelled prior to fulfillment or shipment. Once an order has been fulfilled, shipped, or picked up, our Returns & Refunds Policy applies.

Pre-Orders & Special Orders

Some items are offered as pre-orders or must be specially ordered from the manufacturer on your behalf. By placing a pre-order or special order, you acknowledge that the following cancellation terms apply:

  • Cancellations are subject to a restocking fee equal to the manufacturer's applicable restocking fee, plus any credit card processing fees, shipping charges, and handling costs incurred by Crystalview.
  • Restocking fees vary by manufacturer and product and will be communicated to you at the time of cancellation request.
  • If no manufacturer restocking fee applies, a minimum administrative fee may still be charged to recover payment processing and handling costs.

Deposits

Certain products — including but not limited to hot tubs, spas, saunas, pergolas, outdoor kitchens, and large furniture orders — may require a deposit at the time of purchase. Deposits may be non-refundable depending on the product and order type. The refundability of your deposit will be confirmed at the time of cancellation request. Please ask a team member if you have questions before placing your order.

Custom & Configured Orders — Non-Cancellable

Orders that involve custom manufacturing, custom colour selection, custom sizing, or other made-to-order specifications are considered final sale and cannot be cancelled once the order has been placed with the manufacturer. This includes, but is not limited to:

  • Hot tubs, spas, or saunas ordered in a specific colour or configuration
  • Patio furniture ordered in a specific fabric, finish, or size
  • Custom outdoor kitchens or pergola structures
  • Any item designated as "custom order" or "configured to order" on your sales receipt or order confirmation

We strongly encourage you to confirm all specifications before finalizing a custom order.

Subscriptions

If you have an active subscription for recurring product deliveries (e.g. chemicals or maintenance supplies), you may cancel at any time before the next scheduled fulfillment date. Your order confirmation email contains a link to manage or cancel your subscription. For assistance, contact us at ideas@crystalview.ca or call 604-985-0057.

How to Request a Cancellation

To request a cancellation, please contact us as soon as possible:

We will confirm whether your order is eligible for cancellation, advise you of any applicable fees, and process your request promptly.

Questions?

Our team is happy to walk you through the terms for your specific order before you purchase. We believe in transparency and want you to feel confident in every purchase you make with us.