Refund and Returns Policy

MinnSpas sells two different kinds of products, and they carry different return terms.

Made-to-order products — hot tubs, swim spas, and covers — are built specifically for you in the size, color, and configuration you select. They are not stocked inventory and are not returnable once production begins.

Stock products — accessories, filters, water care, steps, lifters, and parts — carry a standard 30-day return window.

Quick Reference

Product	Returnable	Window
Softub spas	No — built to order	Cancellation only
Acrylic hot tubs	No — built to order	Cancellation only
Swim spas	No — built to order	Cancellation only
Spa & swim spa covers	No — made to size	Cancellation only
Surrounds & steps	Yes — unused	30 days
Cover lifters	Yes — unused	30 days
Filters — unopened	Yes	30 days
Water care — unopened	Yes	30 days
Water care — opened	No	—
Parts — uninstalled	Yes	30 days
Parts — installed	No	—

Made-to-Order Products

Every hot tub, swim spa, and cover 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, finish, and options.
• Covers are cut and sewn to the dimensions, skirt length, and color of your specific spa.

Because these products are manufactured for you and cannot be resold as new inventory, they are special-order products and are not returnable once manufacturing has begun.

Order Cancellation

When you cancel	What happens
Before manufacturing begins	Full refund, less payment processing fees
After manufacturing begins	Subject to a [CANCEL_FEE]% cancellation fee
After the unit has shipped	Treated as a return — see below

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 before anything is charged.

Returns After Delivery

Returns of made-to-order products after delivery are accepted only at MinnSpas’ discretion, and only where the unit is unfilled, unused, and in new, resalable condition.

Where a return is approved:

• A Return Merchandise Authorization (RMA) is required before returning any item.
• The customer is responsible for all return freight costs. Return freight on a spa or swim spa is substantial — typically [FREIGHT_LOW]–[FREIGHT_HIGH] depending on size and distance — and is paid by the customer.
• Original outbound delivery and placement charges are non-refundable.
• A [RESTOCK_FEE]% restocking fee applies.
• Payment processing fees are non-refundable.

A spa or swim spa that has been filled with water, chemically treated, wired, or used cannot be returned under any circumstance.

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 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 Items

Every new spa and swim spa we sell carries a manufacturer’s warranty. MinnSpas is an authorized service center and administers warranty claims directly — we service what we sell.

• Contact us as soon as you suspect a problem. Do not attempt repairs that could void your warranty.
• Photographs, model information, and serial numbers may be required.
• Warranty claims are subject to the manufacturer’s warranty terms.
• Manufacturer warranties cover the product only. They do not cover labor, troubleshooting, installation, removal, site preparation, electrical work, testing, service calls, water, chemicals, or related expenses.

Accessories, Filters, Water Care & Parts

Stock items follow standard 30-day terms:

• Most new, unused, unopened items may be returned within 30 days of delivery.
• An RMA is required before returning any item.
• The customer is responsible for return shipping on items ordered in error.
• A [RESTOCK_FEE]% restocking fee applies where a replacement order is not placed.
• Original outbound shipping charges are non-refundable.
• On orders that qualified for free shipping, the actual shipping cost paid by MinnSpas will be deducted from the refund.
• Opened chemicals and water care products cannot be returned.
• Installed or used parts cannot be returned.

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 Items

• Hot tubs, swim spas, and covers on which manufacturing has begun
• Spas that have been filled, treated, wired, or used
• Special-order and custom-order products
• Opened chemicals and water care products
• Installed, used, or modified parts
• Items identified as non-returnable in the product description
• Any product not in new, resalable condition

Starting a Return

Email [EMAIL] or call [PHONE] with:

• Your order number
• The reason for the return
• Photographs, where applicable

We will send return instructions and an RMA if your item qualifies. Items returned without an RMA may be refused.

Last updated [DATE]