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 pricing and benefits are offered in exchange for the customer’s agreement to complete the subscription term and delivery frequency selected at checkout.
Before placing an order, customers are presented with the applicable subscription terms, including the selected delivery frequency and minimum subscription commitment. It is the customer’s responsibility to review these terms before completing the purchase.
A subscription commitment becomes binding once payment for the initial subscription order has been successfully processed.
By completing the purchase, the customer acknowledges and agrees that:
- The subscription must remain active for the entire minimum term selected at checkout.
- All recurring orders required to satisfy the minimum subscription term must be completed and paid for.
- The subscription may not be cancelled, suspended, paused, or otherwise terminated before the minimum commitment has been fulfilled, except where cancellation is required by applicable law.
- Refusing, returning, or failing to accept a recurring shipment does not cancel the subscription or eliminate the remaining subscription commitment.
- Removing or changing a payment method does not constitute cancellation and does not release the customer from the agreed subscription term.
- A failed or declined recurring payment does not automatically cancel the subscription or waive any remaining commitment.
- Cancellation of an individual order does not constitute cancellation of the underlying subscription unless expressly confirmed by Hot Tub Things.
Requests for early cancellation will not be approved solely because of:
- Accidental or unintended enrollment
- Failure to read or review the subscription terms
- Failure to notice that an order was placed as a subscription
- A change of mind or preference
- No longer needing or wanting the product
- Having excess or unused product remaining
- Selecting the wrong delivery frequency
- Forgetting to cancel before a recurring order was processed
- Disputing the subscription after receiving subscription pricing, discounts, or other subscription benefits
Subscription discounts and promotional pricing are provided in consideration for completion of the agreed subscription term. Customers may not obtain subscription pricing and then immediately cancel the subscription to avoid the associated commitment.
Once all orders required under the minimum subscription term have been successfully completed and paid for, the customer may cancel future recurring orders in accordance with the cancellation instructions provided by Hot Tub Things.
Cancellation applies only to future orders that have not already been processed. An order that has already entered processing, fulfillment, or shipment may not be cancelled merely because a subscription cancellation request was subsequently submitted.
Nothing in this policy limits any cancellation, refund, or other rights that cannot legally be waived under applicable law.