Softub Express Return Policy

At Softub Express, we strive for your complete satisfaction with your purchase, from hot tubs, saunas, and in-ground pools to chemicals, pool floats or even a bath scent, it’s our desire to maximize every customer experience we are honored to have. We understand that sometimes, a product or service may not meet your expectations, and in those circumstances the best thing we can do is communicate clearly our rules and treat everyone fairly in the application of them.  Please review our return policy below for guidelines and procedures.

General Return Policy:

• Timeframe: Returns are accepted within 15 days of the original purchase date, provided the item meets the conditions outlined below, or is otherwise limited to a shorter return window.
• Proof of Purchase: A valid receipt or proof of purchase is required for all returns.
• Condition: All returned items must be in their original packaging, unused, undamaged, and in resalable condition. Any items showing signs of use, damage, or alteration may be refused.
• Return Authorization: Contact a store manager by phone, email, or text prior to visiting to confirm validity of your return.

Specific Product Return Guidelines:

• Hot Tubs, Saunas, Softubs, Swim Spas, Patio Furniture and Pools:
  • The dealer’s sole responsibility is to support the manufacturer’s warranties. These items are non-returnable. Refer to sales invoice for more detailed warranty information.
• SmarTops and Covanas:
  • SmarTops and Covanas are a special order item, for which no returns are allowed, and of which any issues with the product to be covered are exclusively for manufacturer defects or shipping damage. 
  • Defects must be reported within 7 days of delivery.
  • Softub Express will help a customer with any and all warranty claims to the furthest extent of their ability, when asked by the customer. 
• Accessories and Chemicals:
  • Opened chemicals are non-returnable. Un-opened chemicals are returnable within 7 days of purchase.
  • Electronic accessories may have specific manufacturer warranties and return policies.
  • Please check all chemical containers before leaving the store and secure them in your vehicle. Softub Express is not responsible for any damage caused by a leaking chemical after the products have left our store or warehouse.
  • Unless defective, no opened toys or accessories can be returned for a refund
• Special Orders:
  • Special order items are non-returnable and non-refundable, except in cases of manufacturer defects or shipping damage.
• Solar & Winter Covers:
  • We require a picture of the defect in the cover to be sent to us via text at (585) 648-0704 or via email at info@pettispools.com. All warranties are subject to approval by the manufacturer. Spa Solar Covers do not carry any warranty.

Refunds:

• Refunds will be issued to the original method of payment.
• Refunds may take up to 14 business days to process after the returned item is received and inspected.
• Restocking fees will be deducted from the refund amount.
• Shipping costs are non-refundable unless the return is due to our error.

Shipping Damage:

• Inspect all shipments upon arrival.
• Note any visible damage on the delivery receipt before signing.
• Report any concealed damage within 7 days of delivery.
• Take photographs of the damage and retain all original packaging.

Warranty:

• All pools, hot tubs and saunas come with manufacturer warranties. Please refer to the warranty documentation provided with your purchase for specific terms and conditions.
• We can assist with warranty claims and repairs.

Exclusions:

• This return policy does not cover damage caused by improper installation, misuse, neglect, or acts of nature.
• Consumable items, such as filters and cleaning supplies, are generally non-returnable.

Policy Changes:

• Softub Express reserves the right to modify this return policy at any time without prior notice.