Shipping policy

 

Cancellations & Refunds

At Spa Store US we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

Overarching Store Policy:

You may initiate a return for most new and unopened oversized items within 10 days of delivery. A refund may be issued if the item is in new and unused condition, in its original unopened packaging, and is free of any damage from any outbound freight or return freight to the supplier. Spa Store US and our suppliers are not responsible for any freight damage claims and cannot be held liable for any such damage or any warranty claims that may be the result of damage caused by the freight company.

The Purchasing Consumer is responsible for the full cost of return shipping
fees, for any reason, including but not limited to the following:
• Refused delivery without inspection
• A missed delivery appointment
• The return of a non-defective or undamaged product
• The return of a defective or damaged product

All returned oversized items will be fully inspected upon their arrival back at the warehouse. A 25% restocking fee will be deducted from any refund, regardless of the condition of the product upon arrival to the supplier. Other deductions may be assessed and applied following the final inspection.

What happens if my order is damaged or defective upon delivery and inspection?
If the return is a result of inbound freight damage, all details of the damage or defect need to be clearly noted on all copies of the Bill of Lading and delivery receipt upon your inspection during your delivery in order for us to assist you with a return or replacement. In addition, we must be notified within 24 hours via email at support@spastoreus.com DO NOT SIGN the Bill of Landing until you have completed your inspection of the item. Also, please do not wait to inspect the item (i.e. you are storing your item, or you are waiting on completion of a home improvement project.)

By signing for your delivery without noting any problems with your shipment on the delivery paperwork, you affirm your item was delivered to you with no damage or defect.

For delivery services requiring a signature*:
• All damage and defects must to be noted on all copies of the delivery receipt and/or a Bill of Landing and reported to Customer Service within 24 hours.
• If the item is severely damaged, note on the Bill of Landing as Refused Due to Damage.
• Please make sure you thoroughly inspect your item while the carrier is still at your home. Any damages/defects MUST BE NOTED prior to signing for the delivery.
*For delivery services that do not require a signature, please inspect the item right away for any damage. If damage is found, please contact within 24 hours of delivery.

What happens if damage or defects are found after delivery and inspection?
If your shipment did not appear to have any issues at delivery, but you notice damage or a defect after the carrier leaves, immediately contact Customer Service to report the situation, and make note of the following details:
• Unit serial number
• Delivery date
• Package condition
• How it was received (left at front door, signed for), and description of the damage
Please also do the following:
• Take several pictures showing the affected area(s).
• DO NOT discard any of the shipping box or packing materials.
• DO NOT discard the product itself because it may be necessary for the carrier to inspect the item and
report on the damage.
• DO NOT ship the item back without first being instructed to do so. Failure to comply may result in denial of a damaged item claim per the shipping carrier's claims guidelines. 

If a return is authorized and a refund is granted, how does that work?
All refunds will be processed by Spa Store US that sold the item to the Purchasing Consumer. You will receive a refund at a maximum of 10 days.

 

Applicable Fees

1) New. Must be original packaging. Never Opened. 

a. Original outbound charge

b. Return inbound charge (120% of outbound)

2) New. Must be original packaging. Opened, assembled, never used.

a. Original outbound charge

b. Return inbound charge (120% of outbound amount)

c. 20% restocking fee

3) Opened, assmebled and used

a. No return accepted

Additional Shipping Charges

1) Change of address charge:

a. Sane city and freight terminal ($85.00)

b. Different City and different freight terminal ($150.00 and up)

2) Redelivery Charge:

a. $95.00 for 2nd attempt

b. $150.00 for 3rd attempt

3) Storage Charge

a. $125.00 per day, after the 3rd day at the destination terminal

 

We thoroughly advise you to consider the weight and dimensions of your product to ensure a seamless installation, before purchase.