Absolutely stunning spa. The design is sleek and the quality is evident just from the photos. A 7 person spa at this price point with these features is impressive. You can tell this is a premium product built to last. Would recommend to anyone looking to elevate their outdoor space.
Refund policy
Return & Exchange Policy:
Brand By Brand:
Liberty Spas:
Returns:
All Sales Are Final. Due to the nature of hot tubs and spa products, all sales are final and non-refundable. Once a hot tub has been purchased, it cannot be returned or exchanged under any circumstances. This policy is in place to ensure product safety, hygiene standards, and quality control. Customers are encouraged to carefully review product specifications and ask any questions prior to completing their purchase.
Cancellations:
Orders that are cancelled 60 days after being paid are subject to a cancellation fee of up to 20% of the total order value.
Helius:
Return Window
We accept return requests within 30 days of delivery. To be eligible for a return, items must be unused, undamaged, and returned in the original packaging with all accessories included.
Products that show signs of use, damage, or missing parts may not qualify for a refund.
Order Inspection Requirement
Please inspect your order immediately upon delivery.
If the product arrives damaged, defective, or incorrect, you must notify us within 24 hours of delivery by contacting:
Please include:
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Your order number
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Photos or video clearly showing the issue
Failure to report shipping damage within 24 hours may void eligibility for replacement or refund.
Non-Quality Returns
If you wish to return an item for reasons other than product defects (for example: change of mind or accidental purchase):
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Returns must still meet the 30-day eligibility window
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The item must remain unused and in original packaging
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A 20% restocking fee will apply
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Customers are responsible for return shipping costs
Original shipping charges are non-refundable.
Order Cancellation Policy
Orders may be canceled within 24 hours of purchase.
A 3% payment processing fee will be deducted from canceled orders to cover non-refundable payment processing costs.
If cancellation is requested after 24 hours but before shipment, a $500 administrative cancellation fee may apply.
Orders that have already shipped cannot be canceled and must follow the standard return process.
Warranty & Product Issues
All products include a 1-year limited warranty covering manufacturing defects.
If a component such as the heater fails due to manufacturing defects, we will either:
• Provide a replacement component at no cost, or
• Issue a $200 refund for the affected component.
Warranty coverage does not include damage caused by:
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Improper installation
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Product modification
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Misuse or neglect
Non-Returnable Items
The following items are not eligible for return:
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Customized or special-order products
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Clearance or promotional items
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Free gifts included with orders
Return Authorization Required
All returns must be approved before shipment.
Returns sent without prior authorization may be refused and returned to the sender.
To request a return authorization, contact:
Return Process
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Contact customer support to request a return.
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Provide photos of the product and packaging.
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Our team will review your request within 1–3 business days.
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Once approved, you will receive return instructions.
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Ship the item using a trackable shipping method.
We are not responsible for items lost or damaged during return transit.
Refund Processing
After we receive and inspect your return:
• Inspection takes 1–3 business days
• Refunds will be issued to the original payment method
Depending on your payment provider, refunds typically appear within 7–14 business days.
Contact Information
For all return or warranty inquiries:
Penguin Chillers:
At Penguin Chillers, we aim to provide clear and concise information about our returns, warranty, and shipping policies. Please understand these details so to ensure a smooth experience with our products and services.
Cancellation Policy
If you cancel your order within the lead time and before shipping, a 3% cancellation fee applies.
Return Policy
- Return Requests: You must request a return within 21 days of the original shipment date.
- Approval: Get pre-approval before sending your item back.
- Condition: Ensure items are in their original condition and packaging.
- Stocking Fee: A 20% restocking fee applies to all approved returns.
- Shipping Costs: You are responsible for all shipping costs when returning a product. So, original shipping costs are non-refundable.
- Custom Orders: No refunds are available for custom-ordered products or chillers.
Refund Process
- Inspection: We may reject returned products not in original condition.
- Approval: Once we approve the return, we will process your refund and credit it to your original payment method.
- Processing Time: Allow up to 14 days for us to process the paperwork and issue your refund.
Elite Home Spas
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.
These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Refunds and Returns.
If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.
Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
Shipping Times
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-3 business days and delivered within 5-8 business days.
Order delays have proven to be unavoidable and outside of Elite Home Spas control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read the Following
When you are making a purchase from Elite Home Spas, you acknowledge the following of the Exchange Agreement:
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I understand I am to inspect the package upon delivery and notate and take pictures if there is any damage and provide it to Elite Home Spas within 24 hours of the product being delivered.
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I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
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I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
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I understand that if my order has left the warehouse, I am unable to receive a full refund.
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I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@elitehomespas.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival, or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Returns
The Elite Home Spas default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.
All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact support@elitehomespas.com for any questions.
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