RETURNS AND EXCHANGES POLICY
At TropicSpa, we want you to be completely satisfied with your luxury hot tub and accessories you purchase from us. If you have questions about your Product(s), please contact us by email (firstname.lastname@example.org).
In order for us to process your refund or your exchange with no delays we ask you to adhere to the following instructions:
Conditions to be eligible for a return or an exchange:
– Requests for a return or exchange can be made within 20 days of delivery. Hot tub and accessories must be shipped back within 30 days of the original delivery.
– Hot tub and accessories must be unused and in the same condition that you received it.
– The hot tub must be in the original packaging including all the accessories received with your purchase (i.e stairs and cover).
– Your hot tub should never be installed. Once you have installed the appliance, it cannot be returned.
All returns are subject to inspection. Any Products, in our sole and absolute discretion, that shows evidence of use, installation, improper handling, improper packaging, will not be considered for exchange, refund, and may void its warranty. Missing accessories, like cover or steps, will be charged and deducted from your refund.
In the unlikely event that you received the wrong merchandise or your merchandise arrived damaged, reject the delivery and add a note on the bill of lading (shipping courier’s forwarding receipt form) and reported to TropicSpa’s Customer Support (email@example.com) within 48 hours. In the event that you received the merchandise and you notice that the wood crate is damaged but do not see apparent damages to the Product or you are missing an item, add a note on the bill of lading and reported within 48 hours to TropicSpa’s Customer Support. After 48 hours, it is assumed that your order arrived in perfect condition and that all of the correct items were received. If you are planning to install or use the merchandise at a later time, please inspect the item/s within 48 hours and store it safely away. If someone else signs for your order when delivered, it is as if you received the delivery personally and you assume the responsibility.
Your TropicSpa’s hot tub should be registered within 7 days of delivery. Hot tub must be registered before any authorized service work can be performed. To obtain service in the event of a defect covered by this Limited Warranty, users must contact Tropic Spa within the applicable warranty period and within a reasonable amount of time of discovering the claimed defect. Tropic Spa reserves the right to inspect the malfunction or defect on location. Adequate access to the hot tub and its components must be provided. Gaining access to any component for repair or replacement is the sole responsibility of the user and any costs incurred are excluded from this warranty. Users use all reasonable means to protect the spa from further damage. If the hot tub or any part thereof should require return to the manufacturer, all shipping and handling charges are the sole responsibility of the user. For more information visit our Warranty page.
I changed my mind and I want to return my hot tub.
If you decide that you don’t want the merchandise ordered and you are having second thoughts, you will be charged for the return shipping to our warehouse in Medley, FL and 20% restocking fees. An extra $500 flat fee will be charged if the carrier needs to use a forklift to pick up the hot tub. To avoid this fee, make sure the hot tub is on the original palette and ready to be picked up at your curbside.
Make sure that the cover and the steps are returned as well. Any missing accessories will be charged and deducted from your refund (cover $400, steps $100).
How to return my Hot tub and Accessories?
1 – Make sure the Hot tub and the Accessories are eligible for a return (ref. “Condition to be eligible for a return”)
2 – Send an email to firstname.lastname@example.org to request an RMA # (Return Merchandise Authorization). Make sure to provide your name, address, phone number, invoice number and reason for your return.
3 – We will take 2 to 3 business days to process your request and send you a shipping label. We will send you an email 48 hours before the pickup date. Make sure the Hot tub and the Accessories are in their original packaging, on a palette and the shipping label printed. If the Hot tub is not on a palette, the shipping carrier might refuse the pickup.
4 – We advise our clients to take pictures of the Hot tub and the Accessories when ready to be returned and if possible during the pickup process.
5 – As soon as we receive the returned the Hot tub and the Accessories, we will go through a detailed inspection. Any Products, in our sole and absolute discretion, that shows evidence of use, installation, improper handling, improper packaging, will not be considered for a refund.
6 – Once the merchandise is received and inspected, the refund will be issued within 5 business days. We will refund it to the original method of payment. We are not responsible for any banking fees applicable.
If you purchased your Product(s) with a third-party please reach out directly to the online store you made the purchase with. Their customer service will help you with the return or exchange process, if applicable.
Requests beyond 20 days from the date of delivery will not be considered for return and/or exchange unless it is being considered for a warranty or defect.
We are unable to accept returns or exchanges on ANY spa chemicals or hot tub electrical components sold.
I need to cancel my order
At TropicSpa, we strive to ship within 48 hours. Once the merchandise has been accepted by the carrier, we cannot reclaim it and Products will be delivered. It will be then considered as a regular return. You will be responsible for return shipping fees and 20% restoking fees.
If you need to cancel your order, please email us at email@example.com.