Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

These terms and conditions apply to all ordering methods: online, phone, fax, or mail.

• jacuzziholding.com delivers anywhere within the U.S. 48 contiguous states only, where surface delivery is permitted. Unfortunately we do not ship to Alaska or Hawaii at this time.
• A daytime phone number is required in order for the freight company to call you for delivery arrangements.
• A physical address is required. We cannot ship spas to PO Boxes or APO. Due to high ticket value, if paying by credit card, the specified delivery address must match your credit card billing address for your protection and ours.
• Due to size, these items must be shipped via truck. You should have help on hand to assist you. The driver is responsible for unloading curbside or driveway delivery. It is your responsibility to position and install the unit into your yard or home.
• Most residential addresses are accessible, but locations which are not accessible by tractor-trailer -or- which require extra handling may be subject to additional charges. Examples include: narrow lanes, alleys or bridges, islands or locations requiring ferry boat transportation, toll-bridges, gated communities restricting trucks, un-paved roads, and remote rural locations. If in doubt, call us and we will check with the delivery company prior to proceeding to quote any extra delivery charges. We will obtain your approval for additional charges, if any. We reserve the right to decline orders for which we determine that delivery is impractical.
• You or a person you designate must be on hand to inspect and sign for truck deliveries. Carefully inspect the carton and packaging, and note any damage, no matter how slight, on the freight receipt prior to signing. Missed delivery appointments may result in redelivery charges to you.
• Damage is very unlikely, but if the merchandise itself appears damaged, note it on delivery receipt and call jacuzziholding.com immediately for assistance. If you or your designee sign for and accept the delivery without noting damage, you are indicating that the shipment arrived in good condition, and no claims can be made.
• In the event that you are not 100% satisfied with your new spa, you have up to 30 days from the date you receive your spa to return it for a full refund of the purchase price, less the transportation cost to return the spa to the factory. All returned spas are subject to a $150 inspection and restocking fee and a 3% processing fee. . Your refund will be processed within 7 days following return of the spa.
• Customer shall be responsible for all freight charges associated with cancelled orders if the spa has shipped. Customer will be issued a full refund of the purchase price, less all transportation costs. All cancelled orders that have shipped are subject to a $150 inspection and restocking fee and a 3% processing fee. Your refund will be processed within 7 days following return of the spa.
• All cancelled orders that have not shipped will be subject to a 3% processing fee. The 3% cancellation charge helps cover costs incurred from the credit card processing company when your order is placed. This fee will not be waived under any circumstances. Your refund will be processed within 7 days following return of the spa.
• jacuzziholding.com is (owned and operated by Clearwater Pool & Spa, Inc.)

This agreement can be modified at any point, if necessary, by jacuzziholding.com.

We use Braintree for payment, analytics, and other business services.  Braintree collects identifying information about the devices that connect to its services.  Braintree uses this information to operate and improve the services it provides to us, including fraud detection.  

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Only regular priced items may be refunded. Sale items cannot be refunded.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@jacuzziholding.com.

Sale items

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@jacuzziholding.com and send your item to: 13925 City Center Dr Ste 200 Chino Hills California 91709.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: info@jacuzziholding.com

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@jacuzziholding.com for questions related to refunds and returns.