Refund policy
Policy Overview
At Luxe Tub Source, we stand behind every product we sell, and we want you to feel completely confident in your purchase. We understand that buying a hot tub is a significant investment, and we have designed this policy to be as fair, clear, and straightforward as possible. If something isn't right, we will work with you to make it right, promptly and professionally.
Return & Exchange Eligibility
To qualify for a return or exchange, items must be in their original, unused condition, returned in original packaging with all accessories, components, and documentation included (including crates, pallets, and protective wrapping). Products that show signs of installation, use, or damage caused after delivery are not eligible for return. We ask that you inspect your order carefully upon arrival and contact us promptly if there are any concerns.
Return Window
We accept return requests within 30 days from the date of delivery.
Certain products cannot be returned due to their custom fabrication or hygiene factors. These include:
- Custom-built or special-order hot tubs (e.g., custom jet configurations, specific shell colors, or custom cabinetry).
- Tubs that have been fully or partially installed, connected to plumbing, or wired to electrical systems.
- Clearance or "Final Sale" items.
Return Shipping Responsibility
Hot tubs and luxury bathtubs are heavy freight items requiring specialized transit. Therefore, returns initiated due to a change of mind or personal preference, the customer is responsible for return shipping costs. These are the following financial conditions:
Restocking Fee: All eligible returns are subject to a 15% restocking fee to cover inspection, cleaning, and repackaging costs.
Return Freight Shipping: The customer is responsible for the actual cost of return freight shipping. These costs can range from $200 to over $1,000 depending on your location and the size of the unit. Luxe Tub Source can assist in arranging the freight carrier, but the cost will be deducted from your final refund.
To simplify the process, we will provide a prepaid return shipping label and deduct the associated cost from your refund total. For items that arrive damaged, defective, or incorrect, Luxe Tub Source will cover all return shipping costs in full, no out-of-pocket expense to you.
How to Start a Return or Exchange
To initiate a return or exchange, please contact our support team at support@luxetubsource.com with your order number, the reason for your return, and any relevant photographs if applicable. Our team will review your request and issue a Return Merchandise Authorization (RMA) number along with full instructions within one business day. Please do not ship any items back without first receiving your RMA number, as unauthorized returns may not be processed.
Damaged or Defective Items
We take product quality seriously, and we recognize that damage can occasionally occur during transit. Reporting timeframes differ based on how your order was shipped.
Your shipment is fully insured against freight damage. You must inspect the unit immediately upon arrival.
Visible Damage: If the outer packaging or the tub itself arrives visibly damaged, note the damage on the delivery receipt, refuse the shipment, and contact us immediately.
Concealed Damage: If you discover damage after unpacking the item, you must report it to Luxe Tub Source within 48 hours of delivery.
Resolution: For items reported within 48 hours, we will arrange for a replacement unit or repair parts at zero cost to you. Luxe Tub Source is not responsible for damage reported after this 48-hour window.
For standard parcel deliveries via UPS or FedEx, damage must be reported within 15 days of delivery. In both cases, please photograph the damage clearly at the time of discovery and email the images to our support team immediately. We will arrange a replacement, repair, or full resolution at no cost to you, quickly and without unnecessary back-and-forth.
Cancellations
If you need to cancel your order, please contact us as soon as possible at support@luxetubsource.com. Orders cancelled before they have been dispatched will receive a full refund with no deductions. Once an order has entered the shipping process, it can no longer be cancelled and will need to follow our standard return procedure upon delivery.
Refund Processing Time
Once your returned item has been received and inspected by our team, your refund will be processed within 7 business days. Refunds are issued to your original payment method. For eligible returns, the original shipping cost paid at checkout will also be refunded in full. You will receive an email notification confirming when your refund has been processed.
Our Error vs. Customer-Initiated Returns
We believe in being completely transparent about how return costs are handled. If we made an error, sending the wrong item, a defective product, or a damaged shipment, we will cover every associated cost including return shipping, reshipment, and any applicable fees. No questions asked. If a return is customer-initiated due to a change of mind, preference, or ordering error, the cost of the prepaid return label will be deducted from your refund. There are no restocking fees under any circumstances.
Exchanges
If you would like to exchange your item for a different model or size, please contact our team to confirm availability before initiating your return. For exchanges, the customer is responsible for the cost of returning the original item as well as the shipping cost for the replacement. As with standard returns, a prepaid return label will be provided and the cost deducted from your exchange credit. Once your return is received and inspected, your replacement order will be processed and dispatched promptly.
The Return Process
Contact our customer support team at support@luxetubsource.com to request a Return Merchandise Authorization (RMA) number. Do not ship items back without an RMA.
Secure the tub in its original crate or packaging. It must be placed at the curbside or loading dock area where the freight truck can safely access it. Drivers will not enter your home to retrieve it.
Once received at our facility, our technicians will inspect the unit within 5 business days to verify it is uninstalled, unused, and undamaged.
Approved refunds will be credited back to your original method of payment within 7–10 business days, minus the 15% restocking fee and return shipping costs.
Legal Disclaimer for Installation: Luxe Tub Source strongly recommends that all hot tubs and bath tubs be installed by a licensed plumber and/or certified electrician. Luxe Tub Source is not liable for structural, plumbing, or electrical damages resulting from improper installation, and any damage caused during installation completely voids this return policy.
Our Promise to You
We know that purchasing a premium hot tub online requires a genuine level of trust, and we do not take that lightly. Every policy we have outlined here is designed with your best interests in mind, fair, transparent, and free of hidden conditions. If at any point you feel uncertain or have questions that aren't answered here, please reach out to us directly at support@luxetubsource.com. We are a real team of real people, and we are committed to making your experience with Luxe Tub Source one you would recommend to anyone.
Your confidence is the foundation of everything we do.
