At Swim Spa Store, we are committed to your complete satisfaction with every aspect of your wellness journey. Our curated collection of luxury swim spas, hot tubs, and premium accessories is selected with the highest standards in mind. However, if you need to return or exchange an item, we strive to make the process as seamless and transparent as our checkout experience.

Our Return & Exchange Philosophy

Based on our analysis of your needs as a global wellness enthusiast, we understand that purchasing swim spa equipment is a significant investment. Our returns policy reflects our commitment to quality, security, and your peace of mindā€”values that are central to our brand identity as a premium retailer serving customers worldwide (excluding Asia and select remote regions).

Eligibility & Timeframe

  • Return Window: 15 days from the date of delivery
  • Condition Requirement: Items must be unused, in original packaging, and in resalable condition
  • Proof of Purchase: Original order confirmation or invoice required

Step-by-Step Return Process

1 Initiate Your Request

Contact our Wellness Specialists team within 15 days of delivery. Use the template below to ensure we have all necessary information for prompt processing.

2 Receive Authorization & Instructions

Within 2 business days, you’ll receive a Return Merchandise Authorization (RMA) number and detailed instructions for shipping your return to our Mesa, AZ facility.

3 Package & Ship Your Return

Securely package the item in its original packaging, include all accessories and documentation, and affix the provided RMA label clearly on the outside of the box.

4 Inspection & Processing

Once received at our headquarters (3337 Elmwood Avenue, Mesa, AZ 85201), our team will inspect the item within 3-5 business days and notify you of the status.

Return Request Template

Please send the following information to [email protected] with the subject line “Return Request – [Your Order Number]”:

Subject: Return Request – [Your Order Number] Dear Swim Spa Store Wellness Specialists, I would like to initiate a return/exchange for my recent purchase: Order Number: [Please provide] Date of Delivery: [MM/DD/YYYY] Item(s) to Return: [Product name, e.g., “2-Person Spa” or “Arctic SpasĀ® Cover”] Reason for Return: [Please specify] Please provide: – Return Merchandise Authorization (RMA) number – Return shipping instructions – Any applicable return shipping labels My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for [specific product] [ ] Store credit I confirm the item is unused, in original packaging, and includes all accessories. Thank you, [Your Full Name] [Phone Number] [Email Address] [Shipping Address]

Refund Timeline & Methods

Aligning with our “100% Secure Checkout” promise, refunds are processed with the same security standards:

  1. Processing Time: 3-5 business days after we receive and inspect your return
  2. Refund Method: Refunds are issued to your original payment method:
    • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
    • PayPal: 3-7 business days to reflect in your account
  3. Notification: You will receive an email confirmation once your refund is processed

Note on Shipping Costs: Original shipping fees (Standard: $12.95 via DHL/FedEx or Free Shipping via EMS) are non-refundable unless the return is due to our error or a defective product. Return shipping costs are the customer’s responsibility unless otherwise specified.

Exchange Process

For exchanges (e.g., switching from a 4-Person to a 6-Person spa, or changing accessory types):

  1. Follow the same initiation process using the template above
  2. Specify the exact item you wish to exchange for
  3. Once your return is received and inspected, we will ship the replacement item using your preferred shipping method
  4. Any price differences will be charged or refunded via your original payment method

Non-Returnable Items

To ensure the safety and integrity of our wellness products, certain items cannot be returned for health and hygiene reasons:

  • Chemicals: All chemical products including Bromine, Chlorine, Active Oxygen, and chemical kits
  • Opened Personal Care Items: Aromatherapy & Scents products with broken seals
  • Custom or Special Order Items: Specifically configured swim spas or hot tubs
  • ClearRay & UV Bulbs: Due to their sensitive nature and potential for damage during return shipping
  • Business & Commercial purchases (subject to separate commercial terms)

These exceptions align with industry standards for swim spa and hot tub retailers and ensure all customers receive products that meet our stringent quality and safety requirements.

Damaged or Defective Items

If you receive a damaged or defective item (including Arctic SpasĀ® Parts, Balboa Parts, or Accessories):

  • Contact us within 48 hours of delivery at [email protected]
  • Provide photos of the damage/defect and packaging
  • We will arrange a replacement at no cost, including prepaid return shipping if necessary
  • Our U.S.-based team will coordinate directly with our global shipping partners (DHL, FedEx, or EMS)

Need Assistance?

Our Wellness Specialists are here to guide you through every step of your wellness journey, including returns and exchanges. Contact us with the same confidence you have in our secure payment processing and global shipping.

Email: [email protected]
Address: Swim Spa Store, 3337 Elmwood Avenue, Mesa, AZ 85201, USA
Response Time: 1-2 business days (matching our order processing commitment)

International Returns

For our global customers (excluding Asia and select remote regions):

  • Return shipping costs and any applicable duties/taxes are the customer’s responsibility
  • We recommend using tracked shipping services (similar to our DHL/FedEx standards)
  • Refunds will be issued in USD to your original payment method
  • Contact us before shipping any international returns for specific instructions

Thank you for choosing Swim Spa Store for your wellness journey. We appreciate the trust you place in us with every purchase.