Returns & Exchanges

At Outdoor Living Hot Tubs, we are dedicated to your complete satisfaction and wellness journey. We stand behind the quality of our luxury hot tubs, wellness solutions, and care products. However, we understand that sometimes a return or exchange is necessary. This policy is designed to make the process as seamless and transparent as possible, reflecting our commitment to trust and security outlined in our Privacy Policy.

1. Return & Exchange Eligibility

To be eligible for a return or exchange, your item must meet the following criteria:

• Timeframe: You must initiate a return or exchange request within 15 days of receiving your shipment.
• Condition: The item must be unused, in its original packaging, and in the same condition as when you received it. All original tags, manuals, and accessories must be included.
• Proof of Purchase: A valid order number or receipt is required.

2. Non-Returnable Items

To ensure the health, safety, and integrity of our products, the following items are final sale and cannot be returned or exchanged:

• Chemicals & Consumables: All products under the menu categories Chemicals, Bromine, Chlorine, Active Oxygen, Aromatherapy & Scents. Due to their nature as consumable, regulated, and safety-sensitive items, these cannot be accepted back once they leave our warehouse.
• Opened or Used Personal Care/Wellness Products: Any product where the seal has been broken or shows signs of use.
• Custom or Special Order Items: This includes specially configured hot tubs (e.g., specific 2 Person, 4 Person, 6 Person, 8 Person models with custom features) or Arctic Spas® Covers made to specific dimensions, unless they arrive damaged or defective.
• ClearRay & UV Bulbs: Once the packaging is opened, these items cannot be returned for safety and performance reasons.

3. Step-by-Step Return/Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, contact our Wellness Team to request a Return Merchandise Authorization (RMA) number. No returns will be accepted without an RMA number.

Contact Method: Email us at [email protected] with the subject line “Return/Exchange Request”. Please use the template below to ensure we have all necessary information.

Step 2: Receive Instructions & RMA Number

Our team will review your request within 1-2 business days (matching our order processing speed). We will email you:

• Your unique RMA number.
• The secure return shipping address (which may differ from our business address).
• Any specific packaging instructions, especially for larger items like hot tub parts or accessories.

Step 3: Ship Your Return

Securely package the item(s) with the RMA number clearly marked on the outside of the box. We recommend using a trackable shipping service (like DHL, FedEx, or EMS) and retaining your proof of postage. You are responsible for return shipping costs, unless the return is due to our error or a defective product.

Step 4: Our Inspection & Processing

Once we receive your return, our team will inspect it within 3-5 business days to ensure it meets our eligibility conditions. We will then notify you via email about the status of your refund or exchange.

4. Refunds & Credits

Timing:

• Upon approval, your refund will be processed, and a credit will be automatically applied to your original method of payment.
• Refund Processing Time: Please allow 5-10 business days for the refund to be processed by our PCI-compliant payment partners.
• Bank/Card Issuer Posting Time: After we process the refund, it may take an additional 3-10 business days for the funds to appear on your credit card statement (Visa, MasterCard, JCB) or in your PayPal account. This timeframe depends on your financial institution’s policies.

Method:

Refunds are issued only to the original payment method used for the purchase (e.g., the specific credit card or PayPal account). This is a key part of our secure transaction protocol, in compliance with PCI DSS standards.

5. Exchanges

For eligible items, we are happy to facilitate an exchange for a different size, model, or product. The process follows the same steps as a return. Once your return is received and inspected, we will ship the exchanged item to you. Shipping times for the new item will follow our standard delivery estimates: 10-15 days for expedited shipping or 15-25 days for EMS free shipping on orders over $50.

Thank you for choosing Outdoor Living Hot Tubs to create your personal outdoor sanctuary. We are committed to ensuring your complete satisfaction at every step of your wellness journey.