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Refund Policy

RETURN POLICY - HOT TUB OUTLET

Our Commitment

At Hot Tub Outlet, we want you to be completely satisfied with your purchase. We understand that buying hot tubs, swim spas, and pool equipment is a significant investment, and we're committed to making your experience as smooth as possible.

Return Window: 30 days from delivery date

Return Policy by Product Category

Small Items (Parts, Chemicals, Accessories - Under $200)

✓ Eligible for Return:

  • Unopened, unused items in original packaging
  • Defective or damaged items (any condition - upon Approval)
  • Wrong item shipped

✓ Return Process:

  • Contact us within 30 days of delivery
  • Obtain Return Authorization (RA) number
  • Ship item back in original packaging (Paid for by Customer)
  • Refund processed within 5-7 business days after receipt

✓ Return Shipping:

  • Defective/Wrong Item: We cover return shipping
  • Change of Mind: Customer pays return shipping
  • Opened Chemicals: Cannot be returned due to safety regulations (unless defective)

Medium Items (Pool Equipment, Heaters, Pumps, Filters - $200-$1,000)

✓ Eligible for Return:

  • Unopened items in original packaging with all accessories
  • Defective items within 30 days
  • Wrong item shipped

✓ Conditions:

  • Must be in resalable condition
  • Original packaging required
  • All manuals, parts, and accessories included
  • 20% restocking fee applies to non-defective returns

✓ Return Process:

  • Contact us for Return Authorization
  • We'll arrange pickup or provide return shipping label
  • Inspection upon receipt
  • Refund minus restocking fee (if applicable) within 7-10 business days

✗ NOT Eligible:

  • Installed or used equipment
  • Items with missing parts or accessories
  • Damaged packaging (unless shipping damage)

Large Items (Hot Tubs, Swim Spas, Saunas - $1,000+)

IMPORTANT: Due to the custom-built nature and freight shipping costs of hot tubs and swim spas, returns are handled differently.

✓ Eligible for Return/Exchange:

  • Manufacturing defects discovered within 30 days of delivery
  • Shipping damage reported at time of delivery
  • Wrong model shipped (our error)

✓ Return Process for Defects:

  1. Contact us immediately with photos/description
  2. Our technician may inspect on-site or via video call
  3. We'll determine if repair, replacement, or return is appropriate
  4. If return approved, we arrange freight pickup
  5. Refund processed after inspection (10-14 business days)

✗ NOT Eligible for Return:

  • Change of mind after delivery (hot tubs are custom-built to order)
  • Items that have been filled with water or used
  • Installed items (electrical/plumbing connected)
  • Buyer's remorse after accepting delivery in good condition
  • Incorrect measurements (customer responsible for ensuring fit)

Cancellations Before Delivery:

  • Before production starts: Full refund minus $500 processing fee
  • After production starts: 50% refund (materials and labor invested)
  • After shipment: No cancellation available (return policy applies)

Restocking Fee: 25% restocking fee applies to non-defective large item returns (if approved)

Warranty vs. Returns

Don't confuse returns with warranty coverage:

  • Returns: 30-day window for unused items or defects discovered immediately
  • Warranty: Manufacturer warranties cover defects discovered after 30 days (typically 1-5 years depending on product)
  • Warranty claims: Handled directly with manufacturer or through us as authorized dealer

See individual product warranty information for coverage details.

How to Initiate a Return

Step 1: Contact Us

  • Email: [your support email]
  • Phone: [your phone number]
  • Include: Order number, item description, reason for return, photos (if damaged/defective)

Step 2: Receive Return Authorization

  • We'll review your request within 1 business day
  • You'll receive an RA number and return instructions
  • Do not ship items without an RA number
    • unauthorized returns will be refused

Step 3: Package Item

  • Use original packaging whenever possible
  • Include all accessories, manuals, and parts
  • Include RA number on outside of box
  • Insure shipment for item value

Step 4: Ship or Schedule Pickup

  • Small items: Ship via carrier of your choice (or use our prepaid label if provided)
  • Large items: We'll arrange freight pickup

Step 5: Receive Refund

  • Refund processed after inspection
  • Refunded to original payment method
  • Email confirmation sent when processed

Refund Details

What's Refunded:

  • Product purchase price
  • Original shipping charges (if item was defective or our error)

What's Deducted:

  • Restocking fees (if applicable)
  • Return shipping costs (for non-defective returns)
  • Damage or missing parts discovered during inspection

Refund Timeline:

  • Small items: 5-7 business days after receipt
  • Medium items: 7-10 business days after inspection
  • Large items: 10-14 business days after inspection
  • Additional 3-5 business days for funds to appear in your account

Original Shipping Costs:

  • Refunded only if item was defective or we shipped wrong item
  • Not refunded for change of mind returns

Exchanges

We're happy to exchange items for different sizes, models, or products of equal or greater value.

Exchange Process:

  • Follow return process above
  • Indicate desired exchange item
  • Price difference charged or refunded as applicable
  • New item ships after original item received and inspected
  • No restocking fee on exchanges (defective items only)

Damaged or Defective Items

Shipping Damage:

  • Inspect immediately upon delivery while driver is present
  • Note damage on delivery receipt
  • Take photos of packaging and product
  • Contact us within 24 hours
  • We'll file freight claim and arrange replacement

Defective Items:

  • Contact us within 30 days with description and photos
  • We may request video of defect
  • Replacement, repair, or refund at our discretion
  • We cover all return shipping for defective items

Manufacturing Defects After 30 Days:

  • Covered under manufacturer warranty (not return policy)
  • Contact us for warranty claim assistance

Non-Returnable Items

The following items cannot be returned for health, safety, or regulatory reasons:

✗ Pool and spa chemicals (opened or unopened)
✗ Water care products and test kits (opened)
✗ Filters (if packaging opened)
✗ Custom-ordered or special-order items
✗ Clearance or final sale items (marked as such)
✗ Gift cards
✗ Downloadable products (manuals, guides)

Exception: Defective items in above categories may be returned with proof of defect.

Special Circumstances

Wrong Item Received:

  • Contact us immediately
  • We'll arrange pickup of wrong item at no charge
  • Correct item shipped priority at no additional cost
  • No restocking fees apply

Missing Parts or Accessories:

  • Contact us within 7 days of delivery
  • We'll ship missing items at no charge
  • No need to return entire product

Buyer's Remorse (Large Items):

  • We understand hot tub purchases are significant decisions
  • Contact us before delivery if you have concerns
  • Once delivered and accepted, returns are limited to defects only
  • Consider visiting our showroom at 116 Jarvis Street, Fort Erie to see products in person before ordering

Refused Deliveries:

  • If you refuse delivery without valid reason (damage, wrong item), you'll be charged:
    • Return freight costs
    • 25% restocking fee
    • Original shipping costs (non-refundable)

International Returns

  • Customer responsible for return shipping costs and customs fees
  • Items must clear customs to be eligible for refund
  • Additional processing time may apply
  • Contact us before returning international orders

Store Credit Option

Instead of a refund, you may choose store credit for:

  • 110% of return value (10% bonus)
  • No expiration date
  • Can be used on any future purchase
  • Transferable to family/friends

Contact Us

Questions about returns or need to start a return?

  • Email: info@hottuboutlet.ca
  • Phone: 905 991 4190
  • Address: 116 Jarvis Street, Fort Erie, ON [postal code]
  • Hours: Monday-Friday 10:00 a.m. - 5:30 p.m., Saturday 10:00 a.m. - 5:00 p.m.

In-Person Returns:

  • Visit our Fort Erie location during business hours
  • Bring order confirmation and item in original packaging
  • Immediate inspection and refund processing available

Last Updated: February 2026

This return policy is subject to change. The policy in effect at the time of your purchase applies to your order.