Returns & Refunds Policy

1. Return Eligibility

We want you to be confident in your purchase. Illuminex Pool Products accepts returns within 30 days of delivery for most items, provided they are unused, in their original packaging, and in resalable condition. The 30-day window is counted from the date the carrier records delivery to your address, and the same policy applies to customers in both Canada and the United States. Equipment that has been installed, filled with water, or used cannot be returned except in cases of confirmed manufacturer defect (see Section 5).

2. Non-Returnable Items

For health, safety, and customization reasons, the following items cannot be returned:

• Pool and spa chemicals, including chlorine, salt cells after opening, and water treatment products
• Custom or special-order products, including custom vinyl liners and made-to-order assemblies
• Products that have been installed, plumbed, wired, or exposed to water
• Opened software, app-paired controllers that have been registered to an account, and download codes
• Clearance or final-sale items (clearly marked at time of purchase)

3. How to Start a Return

1. Email info@illuminexpool.com or call 647-969-7280 with your order number and the reason for the return.
2. Our team will review and issue a Return Merchandise Authorization (RMA) number with return shipping instructions.
3. Pack the item securely in its original packaging with all accessories and documentation included.
4. Ship the return using the carrier and address provided in your RMA. Keep your tracking number.

Returns sent without an RMA number may be refused and returned to sender.

4. Restocking Fees & Return Shipping

A restocking fee of up to 15% may apply to returned equipment that is not defective, to cover inspection, repackaging, and testing. Return shipping costs are the customer's responsibility unless the return is the result of our error (wrong item shipped) or a confirmed product defect. Original shipping charges are non-refundable except in cases of our error.

5. Damaged or Defective Products

If a product arrives damaged or proves defective within the warranty period, contact us within 48 hours of delivery (for shipping damage) or upon discovery (for defects) with photos and a description. We will arrange a replacement, repair, or full refund — including return shipping — at no cost to you. Many Illuminex products carry a manufacturer warranty; see the warranty documentation included with your product or our warranty page for details.

6. Refund Processing

Approved refunds are issued to the original payment method within 5–10 business days of our warehouse receiving and inspecting the returned item, in the same currency that was charged. Shipping charges are refunded only when the return is the result of our error or a confirmed defect. Depending on your bank or card issuer, it may take additional time to appear on your statement.

7. Order Cancellations

Orders that have not yet shipped can be cancelled for a full refund by contacting us as soon as possible. Once an order has shipped, it must be handled as a return under this policy.

8. Contact Us

Questions about a return or refund? Email info@illuminexpool.com, call 647-969-7280, or use our contact page.