Returns and Refunds

Merchandise Return Procedure

You may return most new, unopened items within 15 days of delivery for a refund less a 20% restocking and handling fee. Items must be returned freight prepaid with a valid Return Merchandise Authorization (RMA) number. Without an RMA we cannot track your return or issue a refund.

We pay return shipping only when the return is our error and we request the item back. An RMA is still required; we may provide a prepaid label when applicable.

Non-Returnable Items

Custom Hot Tub Covers

• $100 cancellation fee if cancelled before production begins
• Once production starts, orders cannot be cancelled — all sales final
• No returns on custom covers
• If damaged in transit, do not accept without noting damage on the bill of lading; contact us within 48 hours with photos. Keep your old cover until the claim is resolved.

Product Damaged During Shipping

Note damage in writing on the bill of lading when signing. Failure to do so may void shipping insurance. Email photos and details promptly. See shipping information for cover-specific rules.

Refunds

Refunds are processed after the product is received and approved by our returns department. You will receive email confirmation; allow 7–14 business days for your payment method to show the credit.

How to Request an RMA Number

Registered customers: sign in and open your order from order history, then use Request return. We will approve, deny, or request more information and email your RMA number.

Guest checkout: you cannot submit returns online. Please create an account with the same email used at checkout, or contact us.

Common reasons: Wrong item received; Defective or damaged; Ordered by mistake; Does not fit / not compatible; Other.

Warranty Returns

Warranty items must be returned to our distribution centre freight prepaid with an RMA. If defective, we may reimburse standard freight or issue store credit. Items without an RMA will be refused. Returns cannot be sent to Alberta or BC fulfilment centres.