Last updated 14 April 2026.
We want you to be happy with what you buy from us. Here is exactly how returns, refunds and cancellations work at Betz Pools, so there are no surprises either way.
Returns
- Returns are accepted within 14 days of purchase with a valid receipt or proof of purchase.
- Items must be unused, in original packaging, and in resalable condition.
- Approved returns may be subject to a restocking fee of up to 20%.
What we cannot take back
The following are final sale and cannot be returned:
- Chemicals
- Custom orders
- Special-order parts
- Installed equipment, including hot tubs, cold plunges and saunas
Refunds
- Approved refunds go back to your original method of payment.
- Shipping and delivery charges are non-refundable.
- How long the money takes to land depends on your bank or payment provider, not on us.
Financing (Affirm and other Buy Now, Pay Later)
Anything bought using Affirm or another Buy Now, Pay Later service is final sale. We cannot issue refunds or cancellations on these orders. Your financing agreement stays between you and the provider, and needs to be resolved with them directly.
Cancellations
- An order can be cancelled only if it has not yet been processed, shipped, or installed.
- Once an order is in progress, prepared, or scheduled, it can no longer be cancelled.
- Custom orders and special orders cannot be cancelled at any point.
Damaged or defective items
Tell us within 7 days of receiving or having the item installed. We will assess it and, where it applies, arrange a repair, a replacement, or manufacturer warranty support.
Before you dispute a charge
If something has gone wrong, please contact us within 7 days so we can sort it out directly. Almost everything is fixable with a phone call. Raising a dispute with your bank before speaking to us may result in denial of future service, administrative fees, or collection action where applicable.
How to start a return
Bring the item and your receipt to the store, or get in touch first and we will tell you whether it qualifies before you make the trip.
Betz Pools
5688 Main Street, Whitchurch-Stouffville, Ontario L4A 2T1
905-640-1424
swim@betzpoolsstore.com