Refund policy
We want you to be completely satisfied with your purchase. If you need to make a return, this policy outlines the process and any conditions that may apply.
General Return Conditions
To qualify for a return, you must initiate the request within 30 days of receiving your product. All returned items must be in new, unused condition, complete with all original retail packaging, manuals, and accessories.
How to Initiate a Return
Log into your account and go to the "Orders" section.
Select "Return Item(s)" for the relevant order.
Choose the items and quantities you wish to return, provide a reason, and submit the request.
Our team will then provide you with a return label and further instructions.
Product-Specific Return Requirements
Chemicals: Must be in their original, unopened containers.
Filters: Must be unused and in their original, sealed packaging.
Parts & Accessories: Must be unused and in new condition.
Non-Returnable Products
Special Order Items: These are non-returnable and non-refundable unless defective upon arrival.
Custom-Made Spa Covers: As these are made to your exact specifications, they are non-returnable unless there is a manufacturing defect.
Restocking & Return Fees
A restocking fee may apply to items that are incorrectly ordered by the customer.
For most standard items (including Filters, Chemicals, Headrests, and Jets), an $18 restocking fee applies.
For standard, in-stock Spa Covers, a $50 restocking fee plus all return shipping costs will apply.
Damaged or Defective Items
If your order arrives damaged or you believe an item is defective, please contact our Customer Service team within 2 days of delivery. Please have your order number ready so we can resolve the issue for you as quickly as possible.
Spa Covers:
Please inspect your spa cover carefully at the time of delivery and before signing the Proof of Delivery (P.O.D.). Any obvious damage to the packaging or cover must be noted with the delivery driver at the time of receipt.If your spa cover arrives damaged & the damage was not obvious from outside or you believe there is a manufacturing defect, please contact our Customer Service team within 3 days of delivery and provide your order number, photos of the issue, and a copy of the signed delivery documentation where applicable.Please note that if a clean Proof of Delivery is signed and damage is reported later, we may be unable to accept responsibility for transit-related damage claims.
Refunds
Once we receive and inspect your returned item (typically within 10 days), a refund will be issued to your original payment method. Please note that original shipping fees are non-refundable. You will receive a confirmation email as soon as your refund has been processed.