Return & Refund Policy

1. Policy Overview

Tropical Spas & Pools wants customers to have a clear understanding of the process for requesting a return and receiving an applicable refund.

Eligible returns may generally be requested within 30 days, subject to the applicable return requirements and review of the individual order.

This policy applies to products purchased through Tropical Spas & Pools and should be read together with our Terms & Conditions, Shipping Policy, Exchange Policy, and Cancellation Policy.

2. Return Eligibility

Returns are subject to the requirements applicable to the product and the circumstances of the return.

Before returning a product, customers must contact Tropical Spas & Pools so that the return request can be reviewed and the appropriate return instructions can be provided.

A product should not be shipped back without first following the return instructions provided by Tropical Spas & Pools.

3. 30-Day Return Period

Tropical Spas & Pools provides a general 30-day return period for eligible returns.

Customers who wish to return an eligible product should contact us as soon as possible within the applicable return period.

The return process begins with contacting Tropical Spas & Pools and providing the information necessary for us to review the request.

Customers should not assume that a return is automatically approved merely because the request is made within 30 days. The product and circumstances must still satisfy the applicable return requirements.

4. Damaged or Problematic Products

If your order arrives damaged or has an issue, please notify Tropical Spas & Pools immediately.

Prompt notification allows us to document the issue and determine the appropriate next step.

Customers should provide photographs showing the product and the reported damage or issue.

Depending on the circumstances, the available resolution may include return handling, replacement, exchange, or another appropriate resolution.

Damaged shipments are also addressed in our Shipping Policy.

5. Photos & Documentation

When reporting damage or a product issue, customers should provide clear photographs that allow Tropical Spas & Pools to understand the condition of the shipment.

Where applicable, photographs should show:

• The complete product.
• The damaged or affected area.
• The product packaging.
• Visible shipping or packaging damage.
• Other details relevant to the reported issue.

Additional information may be requested when necessary to evaluate the reported problem.

6. How to Request a Return

Customers should follow the process below when requesting a return:

1. Contact Tropical Spas & Pools.
   Contact us through the information provided on our Contact Page.
2. Provide order information.
   Provide sufficient information for us to identify the purchase and review the return request.
3. Explain the reason for the return.
   Tell us why you are requesting the return and provide photographs or other relevant information where applicable.
4. Wait for return instructions.
   Do not send the product back until the appropriate return instructions have been provided.
5. Return the product as instructed.
   Follow the provided instructions for preparing and shipping the product.
6. Return review.
   Once the approved return is received, Tropical Spas & Pools will review the returned product and applicable order information.

7. Return Authorization

Customers should obtain return instructions from Tropical Spas & Pools before sending merchandise back.

This helps ensure that the product is sent to the correct location and handled according to the circumstances of the return.

8. Return Shipping

Return shipping responsibility depends on the reason for the return.

Damaged Products or Applicable Product Issues

If a product arrived damaged or has an applicable issue qualifying for return handling, Tropical Spas & Pools pays the return shipping cost.

Exchanges

For exchanges, the customer is responsible for applicable shipping costs.

More information about exchanges is available in our Exchange Policy.

9. Packaging & Product Care

Customers should take reasonable care when preparing a product for return.

Where possible, customers should retain the original product packaging and protective materials until the return process has been completed.

Customers should follow any packaging or shipping instructions provided by Tropical Spas & Pools.

Large, heavy, or freight-eligible products may require special arrangements. Customers should not independently arrange the return of an oversized product without first contacting Tropical Spas & Pools.

10. Return Inspection

Once an approved return is received, Tropical Spas & Pools may review the returned product and the circumstances surrounding the return.

The review may include consideration of the product's condition, the reason for return, order information, and any photographs or other documentation previously supplied.

The outcome of the return review determines whether the return qualifies for the applicable refund or other resolution.

11. Refunds

When a return is approved for a refund, Tropical Spas & Pools will process the applicable refund in accordance with the order and the applicable return terms.

Refund eligibility is determined after the return has been appropriately reviewed.

Refunds are not considered complete merely because a customer has requested a return. The applicable return must be received and approved before the refund processing period begins.

12. Refund Processing Time

For an approved return, Tropical Spas & Pools processes the applicable refund within a maximum of 5 days after the approved return is received.

The time required for the funds to appear in the customer's account may depend on the payment provider, financial institution, or payment method used.

13. Refund Payment Method

Refunds will be issued using the refund method applicable to the customer's approved return and order.

The specific refund method will be confirmed as part of the return process where necessary.

14. Partial Refunds & Adjustments

Where the circumstances of a return require an adjustment to the amount refunded, Tropical Spas & Pools will communicate the applicable adjustment to the customer.

Any applicable deductions, fees, or adjustments will be addressed according to the final return terms applicable to the order.

15. Exchanges

Customers may request an exchange rather than a refund, subject to the applicable exchange requirements.

Tropical Spas & Pools allows exchanges, including exchanges involving special-order products, subject to the applicable circumstances.

For exchanges, the customer is responsible for applicable shipping costs.

Where the replacement product has a different value, the applicable price difference will be addressed as part of the exchange.

Please review the complete Exchange Policy before requesting an exchange.

16. Order Cancellations

Returns and order cancellations are separate processes.

Customers may request cancellation before shipment without a cancellation fee.

Cancellations may also be requested after shipment. Where an order has already shipped, applicable shipping and processing charges may be charged, up to a maximum of $500.

Special orders and pre-orders may also be cancelled.

Deposits are refundable in accordance with the applicable cancellation circumstances.

For full details, please review our Cancellation Policy.

17. Non-Returnable Products

Tropical Spas & Pools has not designated a blanket category of products as non-returnable under this policy.

However, individual products may be subject to product-specific conditions or return requirements. Customers should review the applicable product information before purchasing and contact us if clarification is needed.

18. Large & Freight Products

Large products such as hot tubs, spas, swim spas, swimming pools, and other oversized merchandise may require freight or LTL transportation.

Customers should contact Tropical Spas & Pools before arranging the return of a large product.

Do not independently ship an oversized product back to Tropical Spas & Pools without receiving return instructions.

Shipping and handling arrangements for large products may differ from those used for smaller parcel shipments.

19. Contact Us About a Return or Refund

If you need to request a return, report a damaged product, ask about a refund, or need help with an exchange, please contact Tropical Spas & Pools.