Returns are accepted within 7 days of the purchase date. To qualify, items must be returned in like-new condition, ideally in their original packaging, and include all paperwork, parts, and accessories.
- You have 7 days from the receipt of the product to initiate a return. Specific exclusions apply (see below).
- All returned products must be in new condition with original retail packaging, manuals, and accessories to qualify for a refund or exchange. We will either exchange the item or refund the full purchase price.
- A restocking fee may apply depending on the reason for the return.
Re-Stocking Fees
For non-special order items, in-stock products, or items with a 5-working-day ETA, an $18 restocking fee applies to incorrectly ordered items in these categories:
- Spa and Pool Filters
- Spa Chemicals and Water Care
- Home and Lifestyle Products
- Spa Pool Headrests
- Jets
Special order items and parts are non-returnable and non-refundable unless defective upon arrival. Defects must be reported within 3 days of delivery.
Custom-made spa covers are non-returnable, as they are made to your specifications. Spa covers with a 5-working-day ETA can be returned but will incur a $30 restocking fee plus return shipping costs.
Product Return Requirements
- Chemicals: Containers must be unopened.
- Filters: Must be unused and in original packaging.
- Parts: Must be unused and in new condition.
- Special Orders: Non-returnable unless defective.
- Custom Covers: Non-returnable unless defective.
Spa Covers
We are not responsible for returns unless there’s a manufacturing defect. Misordered or incorrectly measured covers (including stock, generic, or custom) are non-refundable. Custom covers are made to the dimensions you provide. By completing your purchase, you confirm all measurements are accurate.
Return Instructions:
- Request a Return: Click here or log into your account. Go to My Account > Completed Orders.
- Select Items: Click Return Item(s), choose quantities, and provide a reason. Submit the request.
- Pack Securely: Use original packaging and include all parts/accessories.
- Label Package: Attach the provided label and remove old labels.
- Ship: Send via your preferred carrier or drop off at a post office.
- Confirmation: We’ll email a receipt once processed.
For assistance, click here to reach our team.
Damaged or Defective Items
Contact Customer Service at 0800-772786 within 7 days of delivery. Provide your order number, item number, email, and phone number from your confirmation email. For extensive carton damage, contact us immediately with your order number ready.
Refunds
Refunds are processed once your return is received and inspected at our fulfillment center (typically within 10 days). The refund will be issued to your original payment method, excluding shipping fees. Check your return status via your account’s order history. A confirmation email will be sent once processed.
Note: Refund timing depends on your payment provider and may take up to two billing cycles to appear on your statement.
