Refund policy

At Luxe Tub Source, we want you to feel completely confident in your purchase. We understand that buying a hot tub or luxury bathtub is a significant investment. If something isn't right, we will work with you to make it right promptly and professionally.

Return Window

We accept return and exchange requests within 30 days from the date of delivery.

Return & Exchange Eligibility


To qualify for a return or exchange, items must be in their original, unused condition. They must be returned in their original packaging with all accessories, components, and documentation included (including crates, pallets, and protective wrapping). Products that show signs of installation, use, or damage caused after delivery are not eligible for return.

Non-Returnable Items:

  • Custom-built or special-order hot tubs (e.g., custom jet configurations, specific shell colors, or custom cabinetry).
  • Tubs that have been fully or partially installed, connected to plumbing, or wired to electrical systems.
  • Clearance or "Final Sale" items.

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Return Shipping Fees & Costs

How fees are handled depends entirely on the reason for the return:

1. Defective, Damaged, or Incorrect Items (Our Error)
If we made an error (sent the wrong item), or if your product arrives defective or damaged, Luxe Tub Source covers 100% of the return shipping costs. There are no out-of-pocket costs or restocking fees for you, and we will promptly arrange a replacement or full refund.

2. Customer Remorse / Change of Mind Returns
If you initiate a return due to a change of mind, personal preference, or ordering error, the return is subject to the following financial conditions:

  • Restocking Fee: A 15% restocking fee will be deducted from your final refund to cover warehouse inspection, cleaning, and repackaging.
  • Return Shipping Cost: The customer is responsible for the actual cost of return freight shipping (ranging from $200 to over $1,000 depending on your location and unit size). Luxe Tub Source will arrange the freight carrier pickup for your convenience, and the actual shipping cost will be deducted from your final refund. For small parcel items, we will provide a prepaid return label and deduct the cost from your refund.
  • Original Shipping: The original shipping cost paid at checkout (if any) is non-refundable for change-of-mind returns.


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How to Start a Return or Exchange

  1. Submit a Request: Contact our support team at support@luxetubsource.com with your order number, reason for return, and photographs of the condition of the item.
  2. Receive Your RMA: Our team will review your request within 1 business day and issue a Return Merchandise Authorization (RMA) number along with explicit return instructions. Do not ship items back without an RMA number.
  3. Prepare for Freight Pickup: Secure the tub in its original crate and packaging. Place it at the curbside or loading dock area where the freight truck can safely access it. (Freight drivers cannot enter your home to retrieve items).
  4. Warehouse Inspection: Once received at our facility, our technicians will inspect the unit within 5 business days to verify it is uninstalled, unused, and undamaged.
  5. Refund Issuance: Approved refunds will be credited back to your original method of payment within 7 business days, minus any applicable restocking or return shipping fees.


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Damaged or Defective Shipments (LTL Freight & Parcel)

Your shipment is fully insured against transit damage. Please inspect your delivery carefully according to these timelines:

  • Visible Freight Damage: If the outer packaging or the tub itself arrives visibly damaged, note the damage clearly on the delivery receipt, refuse the shipment, and contact us immediately.
  • Concealed Freight Damage: If you discover damage after unpacking, you must report it to Luxe Tub Source at support@luxetubsource.com within 48 hours of delivery with photos. We will arrange a replacement or repair at zero cost to you. Luxe Tub Source cannot assume liability for damage reported after this 48-hour window.
  • Standard Parcel Deliveries (UPS/FedEx): For smaller parcel items, transit damage must be reported within 15 days of delivery.


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Cancellations


If you need to cancel your order, please email us immediately at support@luxetubsource.com.

  • Orders cancelled before they have been dispatched from the warehouse will receive a full 100% refund.
  • Orders cancelled after they have entered the shipping process cannot be halted and must follow our standard Customer Remorse return procedure upon delivery.


Legal Disclaimer for Installation


Luxe Tub Source strongly recommends that all hot tubs and bath tubs be installed by a licensed plumber and/or certified electrician. Luxe Tub Source is not liable for structural, plumbing, or electrical damages resulting from improper installation. Any damage caused during or due to installation completely voids this return policy.

Contact Us


For any questions regarding our return and refund policy, please reach out to us:
Email: support@luxetubsource.com