At Hot Tub Works, we take pride in the quality of our products. We know, however, that sometimes things don’t turn out perfectly. Whether the wrong item was purchased, it doesn’t meet expectations, or is damaged or defective, we want you to know that Hot Tub Works is committed to making it right. If you’re not 100% satisfied with your order, you can return it within 30 days of purchase for a replacement or a refund (subject to the limitations below).
Products being returned must be in their original packaging and in like-new condition. Chemical returns must be in their original, unopened packaging with no visible damage.
Non-Refundable and Non-Returnable Items include:
Any muriatic acid, sodium hypochlorite (chlorinating liquid), or calcium hypochlorite
Any online orders of hazardous materials including sanitizing chemicals, non-chlorinated oxidizing chemicals, acids and bases, and paint or paint related products
All custom orders including, but not limited to, custom safety covers, custom spa covers, and custom pool liners
Any opened pool liners or pool covers
Any used or installed equipment including circulating pumps, filters, heaters, heat pumps, salt cells, motors, and lights
All shipping and handling charges are non-refundable, except for defective or damaged products
Our online returns process is designed to ensure the fastest and most accurate processing of your returns request. Online returns are subject to a $15 return shipping fee deducted from your refund amount. For oversized items requiring carrier freight returns, you will be responsible for all return shipping charges. To initiate an online return, please follow the steps below. If you are unable to complete the return online, you may call us at 800-770-0292.
Step 1: Fill out RMA Form.
Step 2: A pre-paid shipping label will be sent to you.
Step 3: Drop your return off at any FedEx location with the RMA form in the box.
For online returns, refunds will be processed once we receive and verify the return, which usually takes anywhere from 5-7 business days. Depending on your bank’s processing time, it may take up to 7 days for the return to reflect on your account.
Warranty - Excluding Custom Spa Covers
All products come with a manufacturer's warranty. Should a product prove defective during its warranty period, first, we suggest you contact the appropriate manufacturer directly to obtain technical support or warranty information. (Many times, the issue may be with the installation, rather than the product). Replacement or repair as well as validity of all warranties provided are that of the individual manufacturer. If you are not having luck with a manufacturer, please fill out the warranty form and a representative will contact you within 72 hours with assistance. Please wait for this reply before sending in the product since it may need to go to our warehouse or the manufacturer. See below for Warranty Terms:
90 Days: Spa Pillows, Spa Pump Seals, Plastic Parts, Circuit Boards, Special Order Parts
1 Year: Heating Elements, Ozonators, Economy Spa Covers, Filters, Spa Cover Caps, Circulation Pumps, Wet Ends, Steps, Blowers, Filter Assemblies, Lights, Balboa Spa Parts, Umbrellas, Controls
2 Years: Heaters, Spa Pumps (Unless related to Pump Seal. See above) and Packs
3 Years: Standard Spa Covers
5 Years: Cover Lifts, Hand Rails, Deluxe, Ultra, and "The Works" Spa Covers
Click here to submit a warranty return request.
Warranty - Custom Spa Covers
We warrant our insulating covers to the original purchaser, to be free from defects in material and workmanship, under normal usage, for the above period from the date of delivery to the original consumer. Such limited warranty does not cover damages caused by animals, fire, vandalism, excessive chemicals, improper installation and strain, abuse or abrasion, acts of God or use for purposes other than that for which the cover was designed. Ordinary wear and tear, de-lamination and seam splitting due to improper handling are not considered to be a defect in workmanship or material. Custom cover foam cores are covered for 5 years. Warranty of foam cores is void if any holes have been found to puncture or penetrate either the outer covering or inner seal. Any expressed or implied warranty is limited in duration to the period stated above from the date of delivery to the original purchaser-consumer. Seller shall not be liable for any incidental or consequential damages.
Any insulating cover deemed by us to have failed due to defects in materials or workmanship within the period stated above from date of purchase will be repaired or replaced, at our option, without charge for materials or labor (includes the cost of replacement freight from the manufacturer for the first year ONLY.). The manufacturer will ship the repaired vinyl or foam to the buyer free of charge for the first year of ownership. Warranty of foam cores is void if any holes have been found to puncture or penetrate either the outer covering or inner seal.
Warranty does NOT cover improper use or any of the following:
- Insulating cover has been subjected to alteration, misuse, abuse, or if any repairs on the cover are attempted by anyone other than our authorized representatives, unless express written approval is given.
- Foam breakage or tearing of vinyl (this cover is not intended to be walked, stood, or sat upon, or any excessive weight caused by rain, water, snow, animals, or any other acts of God.
- Damage due to excessive chemicals in the water or contact with other chemicals on the cover material (this includes the use of Armorall).
- Fading of vinyl and thread is not considered a defect and will naturally occur due to normal chemical maintenance, exposure to the elements and aging.
- Torn handles due to use of excessive force (handles are for the sole purpose of opening and closing covers only, and NOT intended to be used to carry or remove cover from the spa/hot tub.
- Scuffing & Chafing or wearing holes in cover by dragging or storing/leaning against sharp objects.
- Damage caused by improper installation, or during transportation from the dealer to purchaser.
- Any damage resulting from any misuse, abuse, negligence, acts of God, accident or alteration, (i.e. cover lifts, animals and excessive weight or wind).
To Obtain Warranty Service
Contact Hot Tub Works to obtain instructions on where to present the defective or failed cover along with a copy of the original bill of sale showing date of purchase, and a photo or photos clearly showing the claimed defect. No returns will be accepted without a prior issued "returned goods authorization". Manufacturer will repair or replace at the manufacturer's discretion any defects, if upon inspection by the manufacturer, it is determined to be covered by the warranty. Manufacturer will pay for the shipping of vinyl, foam or other parts as necessary to the customer during the first year of the warranty. Should it be necessary, purchaser is responsible for shipping their vinyl encasement back to the Manufacturer. Implied Warranties: The only express warranties are set herein and any implied warranties, including the implied warranties of merchantability and fitness for a particular purchase, are limited in duration to that of the expresses warranties. This warranty does not cover consequential damages or incidental damages including damage to property or injury arising for the use or inability to use this product. Some states do not allow the exclusion or limitation of consequential of incidental damages, so the above limitation may not apply to you.
Do Not walk, sit, stand, or play on the cover, never swim or play under the cover.
Terms and Conditions
Acceptance of Terms
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License to Access and Use the Site
Unless otherwise indicated in writing by us, the Site and all content and other materials contained therein, including, without limitation, the HTW logo and all designs, text, graphics, pictures, information, data, software, User Content (as defined in Section 6), other files and the selection and arrangement thereof (collectively, "Content") are the property of HTW or our licensors or users, as applicable, and are protected by U.S. and international copyright and other laws.
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HTW often obtains item photographs from third party vendors and/or manufacturers. We do not investigate to determine if information is accurate nor can we provide assurance that all data is free of typographical errors. We cannot guarantee information displayed on the Site to be 100% accurate.
Limitation of Liability
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL HTW OR ITS SUBSIDIARIES, AFFILIATED COMPANIES, EMPLOYEES, OFFICERS, DIRECTORS OR REPRESENTATIVES BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, COVER, PUNITIVE, INCIDENTAL, EXEMPLARY OR CONSEQUENTIAL (INCLUDING, BUT NOT LIMITED TO, LOSS OF REVENUE, INCOME OR PROFITS, LOSS OF USE OR DATA, LOSS OR DIMINUTION IN VALUE OF ASSETS OR SECURITIES, OR DAMAGES FOR BUSINESS INTERRUPTION) DAMAGES, OR ANY DAMAGES WHATSOEVER, EVEN IF HTW HAS BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, WHETHER IN AN ACTION UNDER CONTRACT, NEGLIGENCE, OR ANY OTHER THEORY, ARISING OUT OF OR IN CONNECTION WITH THE USE, INABILITY TO USE, OR PERFORMANCE OF THE SITE, OR ANY INFORMATION OR MATERIALS PROVIDED ON THE SITE OR THE ORDER, RECEIPT OR USE OF ANY PRODUCT OR SERVICE, OR OTHERWISE RELATED TO THESE TERMS (INCLUDING, BUT NOT LIMITED TO, ANY DAMAGES CAUSED BY OR RESULTING FROM RELIANCE ON ANY INFORMATION OBTAINED FROM HTW, OR FROM EVENTS BEYOND HTW’S REASONABLE CONTROL, SUCH AS SITE INTERRUPTIONS, DELETIONS OF FILES OR EMAILS, ERRORS OR OMISSIONS, DEFECTS, BUGS, VIRUSES, TROJAN HORSES, DELAYS IN OPERATION OR TRANSMISSION OR ANY FAILURE OF PERFORMANCE, WHETHER OR NOT RESULTING FROM ACTS OF GOD, COMMUNICATIONS FAILURE, THEFT, DESTRUCTION OR UNAUTHORIZED ACCESS TO HTW RECORDS, PROGRAMS OR SYSTEMS). HTW IS NOT LIABLE FOR ANY DEFAMATORY, OFFENSIVE OR ILLEGAL CONDUCT OF ANY USER. THESE LIMITATIONS SHALL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. BECAUSE SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, OR THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. THIS IS A COMPREHENSIVE LIMITATION OF LIABILITY THAT APPLIES TO ALL DAMAGES OF ANY KIND, INCLUDING (WITHOUT LIMITATION) COMPENSATORY, DIRECT, INDIRECT OR CONSEQUENTIAL DAMAGES, LOSS OF DATA, INCOME OR PROFIT, LOSS OF OR DAMAGE TO PROPERTY AND/OR CLAIMS OF THIRD PARTIES.
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IF YOU ARE A CALIFORNIA RESIDENT, YOU HEREBY WAIVE YOUR RIGHTS UNDER CALIFORNIA CIVIL CODE 1542, WHICH STATES "A GENERAL RELEASE DOES NOT EXTEND TO CLAIMS WHICH THE CREDITOR DOES NOT KNOW OR SUSPECT TO EXIST IN HIS OR HER FAVOR AT THE TIME OF EXECUTING THE RELEASE, WHICH IF KNOWN BY HIM OR HER MUST HAVE MATERIALLY AFFECTED HIS OR HER SETTLEMENT WITH THE DEBTOR."
The receipt of an e-mail order confirmation does not constitute the acceptance of an order or a confirmation of an offer to sell. HTW reserves the right to accept or decline any order, or to limit the order quantity on any item and/or refuse service to any customer. In the event HTW declines, limits or modifies your order, HTW will attempt to contact you using the email address you provided. In the event HTW cancels an order or a part of an order that you have already been charged for, HTW will refund you the full amount of the canceled portion of the order. Verification of information may be required prior to the acceptance of any order.
You are responsible for, and agree to pay promptly, for all your purchases and charges to your account, including applicable taxes. In the event a check is returned or electronic payment is denied, HTW may impose a fee to cover the cost of any charges incurred by HTW. You shall be responsible and liable for any fees, including attorneys’ fees and collection costs, that HTW may incur in its efforts to collect any unpaid balances from you. If payment cannot be charged to your credit card or a payment is returned to for any reason, including chargeback. HTW reserves the right to suspend or terminate your access to the Site, including your customer account.
Suspension of Service
HTW may suspend or terminate your access to the Site at any time for any reason with or without notice to you. You are liable for any orders or charges you place prior to such termination.
Delivery of Services
Your order(s) will be shipped to the address designated by you. Orders may arrive in multiple packages and on separate days with multiple Product Order forms (POs) depending on type of and volume of product ordered. Some products may have restricted delivery within the United States. HTW shall not be liable for delays or prevention of delivery due to unforeseen circumstances, or acts of God, which may include, but is not limited to, weather conditions, traffic conditions, and/or mechanical difficulties.
Tax Exempt Transactions
The Site does not support tax-exempt transactions for residential customers. All qualified tax-exempt residential customer transactions can be made via mail order at 1-800-770-0292. If you are a HTW Commercial Customer with a company or business that is tax-exempt, your order will be displayed without tax. All orders placed through the Site are displayed with tax as an estimate. All estimates for tax will be corrected upon shipment of the product(s) ordered.
Links to Other Websites
User Generated Content
Any content submitted to the Site, including all reviews, comments, communications and the like (herein known as "Comments"), become the property of HTW upon submission. By submitting the Comments, you acknowledge your legal rights to submit such information and agree to the assignment to HTW of all rights, titles and interest both in the United States and Internationally for all Copyrightable and intellectual properties in the Comments.
Once the Comments are submitted, HTW may use the Comments in any fashion it deems appropriate. By using the Comments, HTW is under no obligation to maintain any Comments in confidence, to compensate for any Comments, or to respond to the authors Comments. Further, you agree to not hold HTW liable for any costs and/or damage caused from instructions or recommendations from comments. HTW recommends any work be performed by a licensed professional and that product label directions always be followed. You agree that any Comments submitted by you to the Site will not violate the preceding sentence or any right of any third party, including copyright, trademark, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity. You further agree that all Comments submitted by you to the Site will not contain libelous or otherwise unlawful, threatening, abusive or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "SPAM".
Further, HTW reserves the right, though not the duty, to monitor and/or edit or remove any Comments submitted to the Site. You grant HTW the right to use your name (or alias), supplied at your submission in connection with any Comments. Since we may desire to respond on some Comments, you agree not to supply a false email address, impersonate any person or entity, or otherwise provide misleading information as to the origin of any Comments you submit.
PLEASE READ THE FOLLOWING SECTION CAREFULLY BECAUSE IT REQUIRES YOU TO ARBITRATE CERTAIN DISPUTES AND CLAIMS WITH HTW AND LIMITS THE MANNER IN WHICH YOU CAN SEEK RELIEF FROM US.
By using the Site, you hereby agree that all claims relating to your access or use of the Site, including all disputes arising out of, or related to any products or services purchase through the Site, will be resolved entirely through binding individual arbitration, rather than in court. You may assert individual claims in small claims court if such claim is within such small claims court’s authority. The Federal Arbitration Act and federal arbitration law apply to this agreement.
BY AGREEING TO ARBITRATION, YOU UNDERSTAND THAT YOU ARE WAIVING YOUR RIGHT TO SUE OR GO TO COURT TO ASSERT OR DEFEND YOUR RIGHTS UNDER THIS AGREEMENT. THIS SECTION LIMITS CERTAIN RIGHTS, INCLUDING THE RIGHT TO MAINTAIN A COURT ACTION, THE RIGHT TO A JURY TRIAL THE RIGHT TO PARTICIPATE IN ANY FORM OF CLASS OR REPRESENTATIVE CLAIM, THE RIGHT TO ENGAGE IN DISCOVERY EXCEPT AS PROVIDED IN AAA, AND THE RIGHT TO CERTAIN REMEDIES AND FORMS OF RELIEF. RIGHTS THAT YOU OR HTW MAY HAVE IN COURT MAY NOT BE AVAILABLE IN ARBITRATION.
To begin an arbitration proceeding, you must send a demand to the American Arbitration Association describing your claim and serve a copy of the demand on HTW registered agent: Corporation Service Company, 251 Little Falls Drive, Wilmington, DE 19808. The arbitration will be conducted by AAA under its rules, including AAA’s Supplementary Procedures for Consumer-Related Disputes. You can contact AAA to find out more information on how to commence an arbitration proceeding. Payment of all filing, administration and arbitrator fees will be governed by AAA applicable rules. HTW will reimburse those fees for claims totaling less than $10,000, unless the arbitrator determines your claims are frivolous. Likewise, HTW will not seek attorneys’ fees and costs in arbitration unless the arbitrator determine the claims are frivolous. You may choose to have the arbitration conducted by telephone, based on written submissions, or in person in the county where you live or at another mutually agreed location.
We each agree to bring any dispute in arbitration on an individual basis only, and not on a class, consolidated, representative or collective action basis. If for any reason a claim proceeds in court rather than in arbitration, we each waive any right to a jury trial or to participate in a class action against the other. In addition, we both agree that we each may bring suit in court to enjoin infringement or other misuse of intellectual property rights.
Effective Date: September 8, 2020
Simply put, Standard Shipping is FREE to any address in the contiguous 48 states.
In the event that you provide us with the wrong shipping address and your package has already shipped, there will be a rerouting fee. Incorrect shipping address re-rerouting fee for hot tub covers is $125.00, and $25.00 for non-cover orders.
We offer expedited shipping options as a service to our customers with the exception of Spa Cover orders. Expedited shipping charges will be added to the order. Cutoff time for expediting an order is 2:00 PM (Central Time), Monday through Friday.
Hot Tub Works only ships to the contiguous 48 United States. We do not currently ship to Hawaii or Alaska. We apologize for any inconvenience.
About Spa Cover Shipping Spa covers normally take about 7 - 8 weeks from the time of order to actual delivery (time varies by location). That's about a week and a half in production and seven days in transit. Spa Covers are shipped by LTL (Less Than Truckload), a tractor trailer, and require someone to accept and sign for the delivery.
Click Here to view our Spa Cover Production, Delivery and Return Policies.
Shipping and Packing Materials. First things first: WE DO NOT USE STYROFOAM "PEANUTS" even though they are much cheaper than alternatives because we hate getting them as much as you do. To help protect your purchases, we pack most items in sheets of bubble wrap. Additionally, we wrap all chemicals in a plastic bag to help insure against any possible spillage during transit. In the end, we guarantee that your items will get to you in good condition or we will replace them free (see our return policy for details).
Effective Date: August 10, 2020
We may collect information through our website located at hottubworks.com and any other site on which this policy is posted (including any subdomains each, a "Website", and collectively, the "Websites").