Refund Policy & Warranty Policy
How Can I Cancel My Order?
Our company is designed to deliver orders quickly and efficiently. Customer orders are sent to our warehouse instantly for speedy fulfillment and shipping. Therefore, it is not possible to change or cancel an order once it has been packed. If you would like to cancel or change your order, please call us right away 604-388-4388, Monday-Friday 9am - 5pm PST or email info@hottuboutfitters.com
Return Conditions
If you’re not 100% satisfied with your purchase, you can return the product and get a full refund or exchange. Some conditions may apply such as that the product needs to be unopened and in brand new condition. Returns are also to be approved by us before sending back.
If you need to return an eligible item, you must provide proof-of-purchase (receipt or order number). Some non-returnable items may be covered by the Manufacturer's warranty. Other items such as filters may be returned if they are completely unopened and new
All electrical components that have been hooked up to power cannot be returned, Pumps, Spa Paks, Heating Elements, Topside Controllers are final sale and cannot be returned. It must be installed by a certified professional otherwise it voids the manufacturers warranty as well.
Non-Returnable Items:
- Spas
- Spa Covers & Spa Cover Lifters
- Inflatables
- Special Order Items
- Clearance/Final Sale Items
- Parts that have been installed/used
- Any electronic goods
- Pumps, spa paks, switches, circuit boards.
Conditions:
- We must receive your return within 30 days of purchase.
- Custom made orders and other items noted above are non-returnable.
- Merchandise must be in original packaging without cosmetic or other damage.
- Original shipping & handling charges are not refundable.
- Customer is responsible for return shipping and insurance.
Where to Send My Returned Item.
Hot Tub Outfitters 111-39149 Discovery Way Squamish BC V8B 0E6
Coupon Code Policy:
Coupons are intended to be used one per customer. These do not apply for Hot Tubs/ Swim Spas or Fire Pits. The maximum value of an item that can be purchased using a Coupon or Voucher Code is $500.00
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Warranty Policy
At Hot Tub Outfitters, we are committed to providing our customers with quality products and excellent service. To ensure your satisfaction, we offer assistance in processing warranties for the products you purchase through our website.
Manufacturer Warranties
All products sold on our site are covered by the manufacturer's warranty. The terms and duration of these warranties vary by product and manufacturer. We strongly encourage you to review the warranty information provided by the manufacturer of your product.
Our Role in the Warranty Process
We understand that navigating warranty claims can be challenging, and we are here to help you through the process. If you experience an issue with a product you purchased from us, please contact our customer service team. We will assist you in submitting a warranty claim to the manufacturer.
Warranty Claims Process
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Contact Us: Reach out to our customer service team with your order number, product details, and a description of the issue.
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Documentation: We may ask you to provide photos, videos, or other documentation to support your warranty claim.
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Submission to Manufacturer: We will submit the necessary documentation and information to the manufacturer on your behalf.
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Manufacturer's Decision: The manufacturer will review your claim and make a final decision regarding repair, replacement, or other resolution options. Please note that the manufacturer’s decision is final.
Important Considerations
- Shipping Costs: In some cases, shipping costs associated with warranty claims may be the responsibility of the customer. This will depend on the manufacturer's policy.
- Turnaround Time: Warranty claims may take some time to process, depending on the manufacturer's review process.
- Exclusions: Warranties do not cover damage caused by misuse, neglect, or unauthorized modifications to the product.
Limitations
As the warranties are provided by the manufacturers, Hot Tub Outfitters is not responsible for the final outcome of the warranty claim. We will do our best to assist you, but the ultimate decision lies with the manufacturer.
Contact Information
For any questions or assistance with a warranty claim, please contact our customer service team at Hot Tub Outfitters.