Return & Exchange Policy
At Hot Tub Things®, we strive to make every order experience simple and hassle-free. If there is an issue with your order, our support team is here to help.
Incorrect, Missing, or Damaged Orders
If you received an item that you did not order, are missing an item, or received an item damaged in transit, please contact us as soon as possible.
You may email us at support@hottubthings.com or fill out our Contact Us form.
For inventory verification and claim documentation purposes, photos are required before a resolution can be issued.
Please include:
- A photo of the incorrect or damaged item
- A photo of the packaging and shipping label, if applicable
- Your order number
- A brief description of the issue
Failure to provide the required photos may delay or prevent claim approval.
Non-Returnable Items
Non-Returnable Items
Certain items may not be eligible for return, refund, or exchange, including but not limited to:
- Opened water care chemicals
- Used or installed filters
- Used or installed parts
- Items missing original packaging
- Clearance or final sale items
- Gift cards
- Lifter Systems/Replacement Parts
Final Sale Lifter Systems, Parts & Attachments
All cover lifter systems, lifter parts, lifter attachments, mounting hardware, brackets, shocks, arms, accessories, and related replacement components are considered final sale.
These items are not eligible for refunds, returns, or exchanges once purchased.
Because lifter systems and related parts may be installed, modified, assembled, exposed to outdoor conditions, or matched to a specific spa setup, we are unable to accept returns or exchanges on these products.
Please review all product details carefully before placing your order.
If you are unsure whether a lifter system, part, attachment, or accessory is compatible with your spa or existing cover lifter, please contact us before purchasing so we can help confirm the best option.
Return Refusal Rights
Hot Tub Things® reserves the right to refuse returns that do not meet the conditions outlined in this policy.
Returns
We are happy to accept eligible returns within 30 days of delivery, based on the carrier’s reported delivery date.
To qualify for a return, all returned items must be in sellable, unused condition.
Returned items must include:
Original packaging
Original casing or wrapping
Inserts
Manuals or paperwork, if included
All included parts, accessories, and components
Products that show signs of use, installation, wear, damage, or missing packaging may not qualify for a refund.
All approved returns are subject to a 15% restocking fee.
Return shipping charges will also be deducted from the total refund amount. This deduction will be based on the current return shipping cost.
Original shipping and handling charges are non-refundable.
Certain items are final sale and are not eligible for return, refund, or exchange. Please review the Non-Returnable Items section below before placing your order.
Refunds
Once your return is received and inspected, we will send you an email confirming that we have received your returned item.
If the return is approved, your refund will be processed back to the original method of payment.
Refunds are typically processed within 5–7 business days after approval.
Depending on your financial institution, additional processing time may be required before the credit appears on your account.
Exchanges
At this time, we are unable to offer direct product exchanges.
To receive a different product, you must place a new order through our website.
If the original item is eligible for return, it may be returned according to the return policy stated above.
Final sale items are not eligible for exchanges.
Cancellations
Because orders are processed and fulfilled through separate fulfillment facilities, we are unable to guarantee all cancellation requests.
If an order has already been processed or shipped before the cancellation request is completed, the order will fall under our standard return policy.
In that case, the responsibility to return the item or items will be that of the buyer, and applicable restocking fees and return shipping charges will apply.
Cancellations
Regular Orders
Because orders are processed and fulfilled through separate fulfillment facilities, we are unable to guarantee all cancellation requests.
If an order has already been processed or shipped before the cancellation request is completed, the order will fall under our standard return policy.
In that case, the responsibility to return the item or items will be that of the buyer, and applicable restocking fees and return shipping charges will apply.
Subscription Orders
Subscription terms and conditions are presented at the time a customer selects their desired subscription delivery term and frequency.
Customers are not obligated to the subscription term until payment has been successfully processed.
Once payment has been processed, the customer agrees to complete the full selected subscription term before cancellation is permitted.
Recurring subscription orders must be fulfilled for the entire agreed-upon subscription term.
Cancellation requests made before the full subscription term has been completed will not be accepted.
Reasons such as accidental enrollment, failure to review the selected subscription term, or a change of preference after payment has been processed will not be considered valid grounds for early cancellation.
After the full subscription term has been completed, the customer may request cancellation of future recurring orders.