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Shipping & Returns

Returns and Warranty Policy

 

Full Service Support

30 Day Money Back Guarantee from Hot Tub Outpost spa parts and supplies.We know finding hot tub parts can be confusing because there are so many of them! Hot Tub Outpost offers our customers free assistance with finding the correct parts. We deal with almost all major brands of spas and can lookup most parts when supplied with the spa brand, model, year of manufacture and spa serial number. We only sell new spa parts – no used or refurbished ones. We sell all of our parts at a discount and ship worldwide. Shipping is free on orders over $95 in the continental USA.

The spa industry is in constant flux with some manufacturers and suppliers disappearing while new brands come on board.  Documentation for certain spa brands or models may not be available or may be incomplete or inaccurate. Some older spas (pre 2002) may not appear in a data base. Some spa components may be discontinued and no longer available. We try to delist any parts that become unavailable, but availability can change on a daily basis. We will refund orders in full that we cannot fill because the part has become unavailable but will search through all our networks and warehouses to do our best to fill your requests. We will also give you options for newer replacement models, generic brands or alternate color choices to help you get your spa up and running when your original part is unavailable. Please note that manufacturers can change or upgrade parts without notice.   Photos on our website are representations of the products but may not always match exactly what you receive. Prices are also subject to change without notice.

Hot Tub Outpost will provide part recommendations based on information you provide to us - such as pictures, part numbers or measurements.  Hot tub part identification is generally a collaborative effort between spa owner and customer support. We offer this service free of charge to help you avoid getting the incorrect part and incurring additional shipping fees. All parts that are ordered with our assistance, based on information that was provided to us, is ultimately the buyers’ responsibility. Our techs are not responsible for any misinformation provided by the customer. In the end, we may waive a restocking fee if the part does not work out based on a tech recommendation (if a serial number was provided to source the part), but return shipping, when necessary, is always the responsibility of the purchaser.

30 Day Satisfaction Guarantee

At Hot Tub Outpost, we want you to be completely satisfied with the products you purchase from us. If you have questions about your item(s), please contact us by email (info@hottuboutpost.com) or phone.  Rest assured, our products are covered by manufacturer's warranties. Returned items fall into one of the following 3 categories:

1)      Product that was incorrectly ordered by the customer: Provided the item is in new condition and not a special order/non-returnable item (see below) the customer can request an RMA to return the item. The customer is responsible for the cost to return the item to Hot Tub Outpost by any trackable/insured shipping method. We will assist you in trying to find the correct part if you provide the necessary spa model information. Should a replacement part not be ordered, a 15% restocking fee will apply. Outbound shipping is non-refundable as it has been paid directly to the shipper. For orders with free shipping, the actual shipping cost will be deducted from the refund.

2)      Product that was incorrectly shipped by us: Hot Tub Outpost has a 3-point check system on all outbound orders to keep mistakes to a minimum. However, mistakes still can occur. If we ship the incorrect part, send us a photo of the incorrect part received and we will send a return label to recover the incorrect part and send you the correct one. Photos will need to be sent to service@hottuboutpost.com along with your order number and a description as to what is in error. We will assume all shipping charges with sending the correct item and getting back the incorrect item.

3)      A defective or warranty item. See below for warranty details.

You may return most new, unopened items within 30 days of delivery for a full refund, less a 15% restocking fee to help defer the cost of administration, shipping, packaging, materials and restocking. Shipping costs are non-refundable as they are paid to the shipper. You must request an RMA to return an item.

RMA Requests- Return Authorization Number 

If you need to return an item email us at info@hottuboutpost.com with the date of purchase, reason for return and item(s) you want to ship back.  Provided your item is a returnable item, in new condition and within 30 days of receipt, you will be issued an RMA number. These numbers expire within 15 days of issuance. You will be given the correct ship-to address for the return shipment by email.  Please do not return items until you receive either an RMA number or correspondence from Hot Tub Outpost with the correct return address. Returns are only authorized to be shipped to the Texas warehouse, regardless of from where the item originally shipped - unless otherwise noted. Send approved returns with RMA number to the address provided in the RMA email you received.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you received free outbound shipping on the item(s), the cost of outbound shipping will be deducted from your refund in addition to the restocking fee. For return shipping it is advisable to use a traceable, insured ground shipping method that provides a tracking number or to purchase shipping insurance for items over $100. We are not responsible for returned items that we do not receive. Due to the fragile nature of certain items, when returning any fragile item, please ensure original packaging is used.   The customer is responsible for any damage caused by insufficient return packaging. When sending returns, include your name, address and RMA number for proper credit. Please ensure the RMA number appears inside and outside the packaging, so we can verify the order and know who to issue credit to.

Refunds

All returned items must be in new condition. Certain items are inspected for date codes, date of sale, physical or chemical damage, and signs of improper use or installation. Once your return is received and inspected, we will send you an email to notify you of your credit/refund approval status. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within 7 business days. Your card issuer may take up to 7 days to post the credit to your account.

  • Shipping and any handling fees are nonrefundable.   If your order includes Free Shipping, the actual cost of shipping will also be deducted from amount being refunded to you.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and returned within 30 days of purchase.
  • We do not accept returns on special orders, non-returnable items (see below), custom orders or chemicals (due to Federal regulations.)
  • Products that do not comply with our return/refund policy or that are not issued an RMA will not be issued a refund.
  • Refunds are based on the original purchase price of the item less 15% restocking fee.
  • Canadian or international customers are responsible for any applicable taxes, duties or any other fees charged by the Canadian, United States or foreign Governments, Canada Post, Fed-Ex, UPS or any other shipping carrier and are non-refundable.
  • There are no refunds for shipping charges on packages that are refused or undeliverable and returned to us by the shipping carrier because the address provided isn’t correct, no one claimed the package or insufficient information was provided.

Non-Returnable Items
We only sell new items - not refurbished, reconditioned or used items. Items, like electronics, cannot be resold as we cannot ensure the product was not installed, used for testing, damaged in some way, etc. and do not want to resell that item to another customer if we cannot ensure it is in pristine working condition.   Control panels, ozonators, spa packs, heaters, etc. that are bought for trying out/testing/narrowing down the problem are considered installations and are non-returnable. Non-returnable items may be covered by the manufacturer’s warranty if they are damaged. Please note that the following items cannot be returned:

  • Items marked ‘Special Order’.
  • Custom made or built to order items (i.e. hot tub covers).
  • Electronic items including heaters, pumps, spa packs, circuit boards, control panels, ozonators, electronic cover lifters, etc.
  • Large bulky items like spas and saunas are not returnable but are covered under manufacturer's warranties.
  • Chemicals (due to federal regulations).
  • Any items that have touched spa water (installed pillows, jets, filters) as they are no longer considered ‘in new’ condition.

Special Order Items

Special Order items cannot be returned as they are custom made/customer ordered.  Once the order has been placed with the manufacturer or supplier, changes to the order may not be possible.  For special order equipment: lead time is generally 2-3 weeks but will vary by manufacturer. If an order is cancelled before it is shipped, then a 15% restocking fee will apply if the cancellation is accepted.  There are no returns or refunds possible once the item has shipped.  Hot tub covers take approximately 3 weeks to produce and 1 week to ship.  Once production has started, covers cannot be cancelled.  Shipped covers cannot be returned.  If there is a manufacturer's defect, that will be covered under the manufacturer's warranty.

Pricing and Availability

All prices are subject to change without notice.  Prices, descriptions and availability are listed on the website per our latest information from the vendors/manufacturers/distributors. 
We are not responsible for manufacturers deciding to discontinue production of items or discontinue stocking items.  
If an item becomes unavailable, we will do our best to find you a substitute.  
Substitute items may not be available in the same color, size or price, or may require some additional work (plumbing, electric).
It is your choice whether to accept a substitute item or receive a refund in full for the unavailable items.
Our system does not offer up-to-date quantities available at any given time, since we acquire products from many different sources and their availability is constantly changing.
We will do our best to fill your order as purchased, but will advise you if items are unavailable or if there are substitutes.  
Some items may be only available from one source, and if that item is on backorder from the vendor or manufacturer, or becomes unavailable, we will not be able to source it from other sources. We only sell new hot tub parts from name brands and high quality sources.

We strive to have most items in stock or to ship from our partners within 1 business day. If we need to split ship your order from different sources, you will not be required to pay additional shipping.  
For all items, quantities are limited and purchasers will be satisfied on a first-come first-serve basis.   

 Many spa manufacturers are no longer in business and documentation for their models/parts may be incomplete, incorrect or nonexistent. Parts may still be available, but will take time to identify.  Part identification is a joint effort between our staff and the customer.  Hot Tub Outpost is not responsible for recommendations based on similar parts or the customer receiving an incorrect part.  Return shipping for incorrect parts will be the responsibility of the customer.

Cancellations

Cancellations may be subject to a 3% credit card processing fee that we are charged regardless of cancellation/refunds.  If an order is cancelled after it has shipped, the customer is responsible for shipping charges (outbound and return).  We strive to ship within 24 hours.  Many orders are processed quickly – before the 4 pm shipping pickup.  Once the package has been accepted by the carrier, we cannot reclaim it.  Once the package has been picked, boxed and labeled, it may also not be possible to cancel it.  If you are unsure of which parts you need, please call or email us for assistance before placing your order.  We do not charge restocking fees on cancelled orders.

Warranty and Defective Items

It is quite rare to receive a defective item in the pool/spa industry since all items are tested before they leave the factory. We also inspect all items during our packing process to ensure there are no physical defects or signs of damage. If you receive a damaged item, you will need to inspect the box it was shipped in to determine if the damage was caused in transit (a shipping claim) or if it is an inherent defect. Our customer service department will instruct you on the proper warranty process for the manufacturer of that item. Items that are damaged by improper installation, acts of God (storms, electrical surges) or misuse will not be covered.

Most items sold by Hot Tub Outpost are covered under manufacturer's warranty. We do not warranty any of the products. We also assume no liability for any loss, damage or injury resulting from the malfunction or improper use of an item we sell. The warranty will vary from item to item depending on the terms of the warranty of the individual manufacturer that made the product. Hot Tub Outpost’s liability is limited specifically to the replacement of defective parts as provided by the manufacturer's warranty.  Contact us with questions about a warranty issue. Warranties will fall under 2 categories: 1) damaged/dead on arrival or 2) failure within the covered period.

1)      Please contact us immediately if a product arrives damaged or defective. We will require a detailed description of the issue along with photos. We will exchange or replace the item if it arrives damaged/is defective, but a refund will not be issued. Contact us immediately if a part is missing so we can expedite the missing item. Do not install or used damaged parts as they will not be returnable. If your order and attempt to install the wrong part, this may result in damage and will not be covered as a defect under manufacturer’s warranty. All warranties are through the manufacturer service center for the product you ordered and they decide whether the claim is valid. We may be able to assist you over the phone to solve product or installation questions. Visibly damaged packages can be refused, but we need to be notified about any shipping damage claims since these are the responsibility of the carrier – not the manufacturer.  

2)      Most spa parts have a warranty period of between 30 days and 1 year depending on the item and manufacturer. Some items such as spas and saunas may have different parts exchange warranties or include service up to 90 days from date of purchase depending on the particular manufacturer's warranty.  Warranty coverage is not extended to items where the warranty period has expired, items that have been damaged, subject to user error or to non-warranty items such as spa pillows or other items listed as not having a manufacturer's warranty.  Contact us with questions about the warranty for a particular item and for instructions on how to proceed with a claim.

The final determination as to if the product is warrantable will be made by the manufacturer. Please note that the following will result in voiding the manufacturer’s warranty:

  • The item is improperly installed.
  • The item is altered mechanically, electrically or any other way.
  • The item is connected to improper voltage or damaged by electric spikes, dry fire, etc.
  • The item was subjected to chemical corrosion or poor water chemistry.
  • The item is visibly damaged by misuse or defaced (altered serial number or manufacture date).
  • The item was damaged by natural causes (acts of God) including weather, floods, lighting, storms, freezing, over-heating, etc. Your homeowner policy may cover these conditions.

If you receive an item that is considered non-returnable but you feel it is defective and covered under the manufacturer’s warranty, please contact Hot Tub Outpost. You will need to return the item at your expense to our warehouse or to the manufacturer, based on the instructions you are given. All non-returnable items will be checked to make sure they fall under the manufacturer’s warranty. Inspections may include bench-testing, checking items for date of sale, date codes, physical or chemical damage, and signs of improper use or installation. Items that are returned with physical damage are not considered a manufacturers defect and will not fall under the manufacturer’s warranty. If there is nothing wrong with a part returned under a warranty claim, the shipping cost is not covered for the return and a bench fee may be assessed by the factory warranty center.

 

Hot Tub Outpost spa parts shippingA warranty issue does not entitle customer to a refund or a new part. The manufacturer will make a determination upon inspection of the returned item to repair or replace the item under warranty.  Warranty items will be repaired or replaced if the issue is covered by the manufacturer (inherent defects, dead on arrival, etc.).  Warranty issues means they will repair or replace the item -not refund it.  The replacement/repaired item will be shipped back at the manufacturer’s/our expensive if the item falls under the manufacturer’s warranty within 30 days. Customer is responsible for both return and replacement shipping costs for any warranty parts claim after 30 days from date of purchase, but within the manufacturer's warranty period.  

If a replacement part is needed sooner and you are unable to wait for the factory to determine if a part is defective/send a replacement, then you will need to reorder the part. Once the factory has approved your warranty claim, you will be credited for the first item. If you are sending in an item for bench testing/warranty claim, a credit card must be on file. In case the claim is denied, the return shipping and any bench testing fees would be the responsibility of the customer.

We assume no liability for incidental, indirect, or consequential damages for losses resulting from the use of our products or any breach of warranty. Items that are replaced during the warranty period does not extend the warranty period past the original period. If an item fails outside of the warranty period, contact us for information on repair procedures and cost. Any product sent in for repair will be thoroughly tested prior to repair. All shipping charges to and from us are the responsibility of the customer.

Contact us with any questions so we can help you resolve your warranty issue as expediently as possible.  We will send you instructions on the warranty procedure depending on the manufacturer of the product. No other warranties are expressed or implied. 

Disclaimer

If you have chosen to work on your own equipment, you should have competent knowledge of electricity, plumbing, and industry standard safety precautions. You should also possess the proper testing equipment and know how to use it. If you don’t possess these skills, contact a qualified, local spa technician. Any information obtained throughout this website shall be utilized AT YOUR OWN RISK! Hot Tub Outpost will not be held liable for any injuries or damage that may result from the troubleshooting or installation of any parts or equipment, or ineffective results from such activity that you engage in with your spa equipment.

These policies and procedures are subject to change without notice. These policies and procedures replace and supersede any previous policies and procedures. You agree to the above terms when you purchase items on our website.

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