Refund and Return Policy

Return and Refund Policy

Cancellations & Refunds: At The Hot Tub HQ we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).

REFUND POLICY BY MANUFACTURER

Canadian Spa Company: No returns on hot tubs/swim spas/saunas.

EMPAVA: Customer may return products purchased for any reason within [30] days of the date of delivery, provided that the products are in new, unused condition and are in their original packaging.

Dundalk LeisureCraft: Does not accept returns

1) Our stated return policy is: We do not accept returns
a. It is very expensive to return products back across the border
2) If a product must be returned to the factory, the following will apply:
a. 20% Restocking fee
b. Dealer/customer will be responsible for any and all shipping costs to the factory
c. Products must be returned in their original packaging and condition
d. Leisurecraft will inspect the product upon return and Leisurecraft will be the sole
decider of the condition of the product and the amount of the refund

If you have questions, please send an email to support@thehottubhq.com or call us at (708) 234-1746

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at (708) 234-1746 or email support@thehottubhq.com any time.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.

All sales are final for Custom made and Made-to-order products.

Shipping Times

We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages.

Order delays have proven to be unavoidable and outside of The Hot Tub HQ control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

SHIPPING TIMES BY MANUFACTURER

Canadian Spa Company: Spas can take from 7-10 business days to ship

EMPAVA: Manufacturer will use reasonable efforts to ship products to customers address within [3] business days of receiving your order, provided that the products are in stock and available for shipment. Manufacturer shall not be liable for any delays in shipping caused by events beyond its reasonable control, including, but not limited to, acts of God, acts of government, acts of terrorism, and transportation delays.

Dundalk LeisureCraft: Orders are processed and shipped within 4-7 weeks

Please Read the Following

When you are making a purchase from The Hot Tub HQ, you are acknowledging the following of the Exchange Agreement:

I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to The Hot Tub HQ within 24 hours of the product being delivered.
I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
I understand that if my order has left the warehouse, I am unable to receive a full refund.
I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@thehottubhq.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above.

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@thehottubhq.com.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact support@thehottubhq.com for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.