Returns & Exchanges
At Porky’s, we are committed to great service, quality products and customer satisfaction. We want you to be happy with your purchase, but in the off chance you aren’t, you may return most unopened items for a full refund within 7 days of your purchase. Within 30 days, we offer an exchange or store credit. All items must be accompanied by the original receipt and packaging.
To ensure that every product we carry meets our high standards, there are some items that we cannot return. The following items are final sale, and cannot be returned for refund, exchange or store credit at any time:
- Any opened/used filters, BBQ covers, wood chips, chunks or charcoal
- Propane tanks and refills
- Consumable items such as spa chemicals, fragrances, food products, cleaning products, adhesives, paints
- Any BBQs, Grills or Griddles that have been used/cooked on.
- Products that have been installed or used by you
- All specially or custom ordered spas, fireplaces, stoves or BBQs
- Specially ordered items or parts
- Gas fittings, units and hoses
- Venting
- Electrical components
- Any delivered, installed or cut to size items
- Gift cards
- Any items marked or stamped Final Sale
Return Process
To initiate a return for an in-store purchase please contact our Customer Service Team at info@porkys.ca or 519-657-5000 (London) 226-776-0939 (Sarnia).
To initiate a return for an online purchase please contact our Web Order Team at info@porkys.ca
Most specially ordered parts or components require a model and/or serial number. This policy may be subject to changes not stated above, and all returns are subject to management approval. A Porky’s staff member would be happy to answer any questions you may have regarding our return policy
Re-Stocking & Re-Delivery/Shipping Fees
Porky's may apply a minimum 25% restocking fee to the amount returned or reimbursed to you for each product returned with open, altered or missing packaging, or as determined by Porky's in its sole discretion. Porky's may also apply a secondary delivery/shipping fee if we are required to retrieve your product.
Refund Policy
If you are not satisfied with your purchase of a product, you may request a return of the product, provided that the product meets the Return & Exchange Policy outlined above.
Please note: our Refund Policy applies to the return of products individually, and not the return of your entire order. If you order more than one product, the refund process for each product in your order may differ as set out in our Return Policy.
Payment Terms Policy
Purpose
This Payment Terms Policy outlines the accepted methods of payment for purchases made at our 2 retail locations located in Ontario, Canada, along with our Website and establishes clear guidelines regarding credit card limits, financing, and verification procedures.
2. Accepted Payment Methods
We accept the following forms of payment:
- Credit Cards: Visa, Mastercard, American Express
- Debit Cards: Interac
- Cash (Canadian currency only)
- E‑transfer - to each stores dedicated email
- Porky's Gift Cards issued by our store
- Financeit & Affirm– customer financing for eligible purchases, subject to approval
3. Credit Card Payment Limit
To protect our customers and reduce fraud, a maximum of $2,000 CAD per transaction may be paid using a credit card.
- Purchases over $2,000 must use an alternate payment method (debit, e‑transfer, cash, or Financeit).
- Transactions may not be split across multiple credit cards to bypass this limit.
4. Financeit & Affirm Financing
Financeit is available for qualifying purchases and is subject to Financeit’s approval process.
- Customers must complete the Financeit application prior to the final sale.
- Goods will not be released until financing confirmation is received.
- Financeit cannot be combined with other financing programs.
- Financeit may not be used for deposits unless explicitly permitted by Financeit terms.
We offer financing through Affirm to help make your purchase more accessible. Qualified customers can choose to split their total into convenient monthly payments with clear, upfront terms and no hidden fees.
Simply select Affirm at checkout to view available options and complete a quick application.
5. Identification Requirements
To prevent fraud, we may request valid government‑issued photo identification for:
- Credit card transactions exceeding $1,000 CAD
- Transactions requiring additional verification
- Any manually entered or card-not-present payment (if applicable)
ID must match the name on the card or Financeit application.
We require additional Special Verification for high-value 'Cash and Carry' transactions that don't involve a Porky's Installation.
Payments over $2,000 may require a manager's override or additional ID verification to prevent and protect consumers against fraud.
6. Deposits and Special Orders
Some products or special orders may require a non‑refundable deposit. Acceptable deposit methods:
- Debit
- Cash
- E‑transfer
- Credit card (subject to the $2,000 limit)
Balance must be paid in full before pickup or delivery.
7. E‑Transfer Payments
Where e‑transfer payment is available:
- Transfers must be completed before goods are released.
- The store must confirm receipt to finalize the sale.
8. NSF or Failed Payments
If a payment fails, is reversed, or is not honoured:
- Customers must provide an alternative payment immediately.
- A service fee (up to $50) may be charged for NSF or reversed transactions.
9. Policy Compliance
We reserve the right to:
- Decline any payment type
- Request additional identification
- Cancel a transaction if fraud is suspected
- Modify or update this policy at any time
All policies comply with Ontario consumer protection laws, including the Consumer Protection Act, 2002.
Pricing Errors and Order Cancellation
Pricing and Product Information
While Porky's BBQ Hearth & Spa strives to ensure that all product descriptions, specifications, availability information, and prices displayed on this website are accurate, errors may occasionally occur. Prices, promotions, specifications, product images, and availability are subject to change without notice.
Right to Refuse or Cancel Orders
Porky's reserves the right, in its sole discretion, to refuse, reject, or cancel any order, whether or not the order has been confirmed and whether or not payment has been processed, where:
- a product or service is listed at an incorrect price due to a typographical, administrative, technical, system, software, human, supplier, or other error;
- product information, specifications, availability, promotions, rebates, or descriptions are inaccurate due to an error;
- a pricing error is obvious, manifest, or materially different from the intended selling price;
- a website, shopping cart, payment processing, or system malfunction has affected the displayed price or order total; or
- the order cannot be fulfilled as advertised due to an error beyond Porky's reasonable control.
Notification and Refund
If an order is cancelled due to a pricing or information error, Porky's will notify the customer as soon as reasonably possible. If payment has already been received, Porky's will issue a refund of the amount paid using the original method of payment. Except as required by applicable law, Porky's shall have no obligation to provide the product or service at the incorrect price.
Order Acceptance
Submission of an order and receipt of an automated order confirmation email does not constitute acceptance of an order. An order is deemed accepted only when Porky's has reviewed the order and dispatched the product, delivered the product, or otherwise expressly confirmed acceptance of the order.
Limitation
Nothing in these Terms is intended to limit any rights that consumers may have under applicable Ontario consumer protection legislation.