Refund policy

Return and Refund Policy for Big-Ticket Items and Accessories

At Hot Tub Store, we value your satisfaction and aim to make returns and refunds seamless. This policy is divided into Big-Ticket Items and Accessories & Parts. Please read carefully to understand which items are eligible for returns and refunds.

Big-Ticket Items (Saunas, Massage Chairs, Cold Plunges)

Payment and Storage

  • If you cannot accept delivery of your product within 15 business days of its arrival, your order must be paid in full.
  • A monthly storage fee of $250 will apply for items held beyond the 15 days.

Return Policy

  • Special Order Items: Items noted on their product page as special orders do not qualify for returns or refunds. These items are custom-made by the manufacturer.
  • A restocking fee of 25% of the pre-tax purchase price will apply if a product is returned after being shipped or installed.
  • Customers are responsible for return shipping costs to our warehouse in Burlington, Ontario.
  • Products must be in their original packaging and free from any damage or alterations. Items not meeting these conditions will not be eligible for a refund.

Refund Processing

  • Refunds will be issued to the original payment method within 15 business days of the product's inspection at our warehouse.

Property Damage

  • Unless otherwise stated in writing, Hot Tub Store is not responsible for any damage caused by delivery equipment on your property.

Accessories and Parts

Eligible for Return and Refund

  • Returns must be initiated within 30 days of delivery for a full refund.
  • Items must be new and unopened to qualify. Eligible returns will receive a free shipping label.

Refundable Items

  • Chemicals
  • Filters
  • Accessories
  • Sutro Monitors (if new and unopened)
  • HeatTrak Products (if new and unopened)
  • Plumbing Parts (fittings, manifolds)
  • Diverters
  • Air Valves
  • Jets

Ineligible for Return or Refund

  • Clearance items
  • Covers
  • Pillows
  • Cut pipe
  • Special Order Parts (e.g., controllers, circuit boards, top-side displays, pumps, heaters)
  • Other electronics (stereos, speakers, transformers, fuses, etc.)
  • Subscriptions (If a subscription ships before cancellation, the return label will incur a charge).

Exchanges

  • We do not offer direct exchanges. However, we can assist you in placing a new order for eligible items while the return is processed.

Specific Product Information

Sutro Monitors

  • Eligible for return within 30 days of delivery if new and unopened for a full refund.
  • If you encounter issues, visit our Sutro Help Page or contact us.

HeatTrak Products

  • Eligible for return within 30 days of delivery if new and unopened for a full refund.
  • For issues within 2 years of purchase, contact us to coordinate a return and replacement.

Legal

  • Hot Tub Store is headquartered in Burlington, Ontario.
  • All purchases and dealings with Hot Tub Store are governed by the laws of Ontario and applicable Canadian laws. Disputes shall be resolved in the Courts of Ontario.

Contact Us

For any questions about returns or refunds, please reach out to us:

  • Email: customerservice@hottubstore.ca
  • Address: 930 Century Drive, Burlington, ON L7L 5P2

Thank you for choosing Hot Tub Store! We are here to help ensure your experience is exceptional.