Refund policy
ALL SALES ARE FINAL WITH THE EXCEPTION OF INCORRECT OR DAMAGED ITEMS. Incorrect items would be items that are shipped incorrectly by us, this does not include if you ordered the wrong part.
There are special circumstances that we will honor an exchange within 15 days but those must be approved. All exchanges will require an RMA number and an approval given via EMAIL by one of our staff members.Any returns received by us, or our warehouses, without prior approval will not be refunded and will be returned to sender. Once we have approved your exchange or replacement, we will send the information for your specific order.
Defective or damaged items will be exchanged only, and it must be reported within 72 hours of delivery. If your part is malfunctioning within 30 days AND is under warranty by the manufacturer, we will help you with the process of getting a warranty replacement.
If you do have an eligible exchange you will be responsible for return shipping (unless we tell you otherwise) and are responsible for the safe return of the product to include proper packaging of the product. We also recommend insuring the package. We will provide you postage in cases of damages or incorrectly shipped items.
Although we strive to get our products shipped out ASAP that is not always possible due to the nature of spa parts. The ability to purchase an item does not reflect the stock of that item. Many spas, especially older ones that are no longer made, require special order parts that take longer to receive. Pillows specifically (excluding Cal Spas & Artesian) are custom made and can take anywhere from 4-6 weeks IF we do not currently have them in stock.