Refund and Returns Policy

MinnSpas sells Softub spas and Softub Surrounds online (shipped free nationwide), and acrylic hot tubs and swim spas to customers in Minnesota and western Wisconsin. Every spa is built to order in the color and configuration you choose — it is not stocked inventory.

Because these products are made to order, they are final sale once they ship or are delivered. We do not accept returns of non-defective products. Your protection after delivery is the manufacturer’s warranty, which covers defects in materials and workmanship — see Defective & Warranty Coverage below.

Chemicals, filters, water care, and replacement parts are sold through our sister store EzHotTubParts.com under its own return policy.

Quick Reference

Product	Non-defective return	If it’s defective
Softub spas	No — built to order, final sale	Softub 5-year limited warranty
Softub Surrounds	No — final sale	Repaired or replaced if defective
Acrylic hot tubs	No — built to order	Manufacturer’s warranty
Swim spas	No — built to order	Manufacturer’s warranty
Spa & swim spa covers	No — made to size	Warranty on defects

Chemicals, filters, water care and parts are sold at EzHotTubParts.com and follow that store’s return terms.

Made to Order — Final Sale

Every spa we sell is manufactured to the specification you choose at the time of order:

• Softub spas are built in the exterior and interior color combination you select.
• Acrylic hot tubs are built in the shell color and cabinet finish you select.
• Swim spas are built to your selected configuration and options.
• Covers are cut and sewn to the dimensions and color of your specific spa.

Because these products are manufactured for you and cannot be resold as new inventory, they are not returnable for a refund or exchange once manufacturing has begun. The only post-delivery remedy is warranty coverage for a defect. This mirrors how Softub itself and its authorized online dealers sell — a built-to-order, plug-and-play spa is not a stock item that can be sent back.

Order Cancellation

When you cancel	What happens
Before manufacturing begins	Full refund, less payment processing fees
After manufacturing begins	Subject to a 10% cancellation fee
After the spa has shipped or been delivered	Final sale — warranty coverage only

Softub spas and Softub Surrounds are paid in full at checkout. Acrylic hot tubs and swim spas ordered online are placed with a $500 reservation deposit, with the balance arranged before delivery. In either case, if you cancel before manufacturing begins, your payment is refunded in full, less payment processing fees.

Contact us as soon as possible if you need to cancel. We will tell you the production status of your order and the terms that apply.

Returns Are Limited to Defective Products

We do not accept returns of non-defective products. A spa, surround, or cover that arrived as ordered and is free of defects cannot be returned or exchanged. Return freight on a spa is substantial and, combined with the fact that a filled or used spa cannot be resold as new, a non-defective return is not something we or the manufacturer offer.

If your product is defective, it is covered by the manufacturer’s warranty and we will make it right — see the next section. If it arrived damaged in transit, see Delivery Damage below.

Delivery Damage

Inspect your delivery before the driver leaves.

• If damage is visible at delivery, refuse the shipment and contact us immediately.
• If damage is discovered after delivery, contact us within 48 hours with photographs of both the packaging and the product.
• We will repair or replace transit-damaged units at no cost to you.

Damage reported more than 48 hours after delivery may not be recoverable through the carrier, which can limit what we are able to do.

Defective & Warranty Coverage

Every new Softub carries the Softub 5-year limited warranty. MinnSpas is an authorized dealer and administers Softub warranty claims directly — we service what we sell. The full warranty document is here: Softub 5-Year Limited Warranty.

In summary, Softub’s warranty:

• Warrants the Softub to be free of defects in materials and workmanship for five (5) years from the date of purchase.
• Warrants the vinyl (tub, Hydromate, and lid) for two (2) years.
• Covers the motor / power pak with no charge in years 1–2; a per-occurrence deductible applies in years 3–5.
• Extends only to the original purchaser and ends on transfer of ownership.
• Does not cover damage from chemical abuse (chemical levels outside the recommended range) or acts of nature.

Acrylic hot tubs and swim spas carry their own manufacturer’s warranty, supplied with the unit. Manufacturer warranties cover the product only — they do not cover labor, troubleshooting, installation, removal, site preparation, electrical work, water, chemicals, or service calls unless the manufacturer states otherwise.

• Contact us as soon as you suspect a problem. Do not attempt repairs that could void your warranty.
• Model information, serial numbers, and photographs may be required.
• All claims are subject to the manufacturer’s written warranty terms.

If We Made the Mistake

If we shipped or delivered the wrong item, contact us with your order number and photographs of what you received. We will cover every cost associated with correcting the order, including return freight, and will either supply the correct item or issue a full refund.

Non-Returnable

• Any spa, surround, or cover that is free of defects and arrived as ordered
• Spas on which manufacturing has begun
• Spas that have been filled, treated, wired, or used
• Special-order and custom-order products
• Any product that is neither defective nor damaged in transit

Starting a Warranty or Damage Claim

Email info@minnspas.com or call 763-200-7727 with:

• Your order number
• Your spa model and serial number
• A description of the problem and photographs

We will walk you through the warranty process and arrange service, repair, or replacement as the manufacturer’s warranty provides.

Last updated August 21, 2026