30 Day Money Back Return Policy 

Hot Tubs Ottawa Inc's main objective is to provide you with the very best products, but we do understand there are some circumstances where a returned purchase is necessary and we would like to make this process as easy and convenient as possible . If you feel that you are not satisfied with your purchase or  need to return a damaged item, just call us at 613-276-7504 or e-mail info@hottubsottawa.com. One of our customer service representatives will be glad to assist and walk you through the return process. 

Most (new and unopened) items may be returned for any reason within 30 days for a complete refund of the purchase price of the product and sales tax (if applicable) less freight. Please note, all products require a 20% restocking fee that will be charged to your credit card upon return. 

Return Shipping Policy

We are unable to credit you for handling charges. Charges for shipping returned products back to us are your responsibility. You may wish to purchase shipping insurance for returns items as return shipments are not covered by Hot Tubs Ottawa inc. We will exchange or refund your purchase, as you request. Hot Tubs Ottawa is not responsible for return shipments or the transfer of returned goods. We will only absorb shipping costs in the event that the return is a result of our error. Please allow 10 business days from the date you return your package for your refund to be credited or your exchange to be completed.  Once your order is placed we may have to order in out of stock items, if you cancel your order after it is placed, you will be responsible for freight and re-stocking fees on those items.  You, the customer are responsible for any and all fees/charges/penalties incurred due to any inaccurate information that you provide when ordering including but not limited to re-direct fees, return freight etc.  

Damaged Product

 In the event that a product is damaged while in transit, please make sure to let the parcel service know in writing on the receipt upon signature. If no details of damage are reported upon arrival, the product insurance will be nullified and will therefore be your responsibility.  You must submit pictures of all damaged packing materials and keep the damaged product and packaging until notified as they may need to be submitted for a claim.  Failure to provide evidence of damaged materials may nullify your claim.

 All hot tub covers require a signature at time of receiving. Please inspect the condition of the cover and packaging. Refuse the shipment should there be any damage to the cover. Once the cover has been signed for, we can no longer accept returns due to the cover being damaged during shipment.

 Please note:

 All custom orders are final sale (includes all Hot Tubs and Hot Tub Covers). No refunds, credits or exchanges can be issued on custom products once ordered.  We do not guarantee the color you receive as the colors shown here are intended as approximate recreations and may not be displayed accurately on your monitor.  Please note:  Some remote/distant areas are subject to freight surcharges that would be above and beyond normal freight.

• All pool and spa chemical orders are not refundable.
• We will refuse any packages sent COD. Be sure to pay for your return shipment at the time you send it.

Resolution: You can expect that your return will be resolved within 10 business days of receipt of your return. Once the product has been received and is determined to be in a condition to be resold, a refund will be credited to your credit card or a check will be issued and mailed to you. You will receive a confirmation call or email.

*Note that some products are not eligible for free shipping and we reserve the right to cancel any order at any time before it is shipped..