Warranty

Warranty 

Note:  The Hot Tub Superstore does not directly warrant other manufacturer’s products, but will do everything possible to assist you should a claim be required.  Always be sure to review the manufacturer’s warranty card for details. 

Product Failure on InstallationIf the product was installed correctly and failed immediately upon installation, then it is usually (but not always) a manufacturing defect. 

Process:

  1. Contact the Hot Tub Superstore immediately for a Return Authorization Number (RA#)
  2. We will e-mail or fax an Authorization to Return Goods form with your RA#
  3. You complete the form, including as much detail about the problem as possible, and e-mail or fax it back to the Hot Tub Superstore.
  4. You must properly package the product to be returned and clearly indicate the RA# in large print on the outside of the parcel and on the packing slip. 
  5. Return the defective product to the Hot Tub Superstore via pre-paid shipping.
  6. Upon receipt, the Hot Tub Superstore will forward the product to the Original Equipment Manufacturer (OEM) for evaluation.
  7. Should the OEM determine that the failure is due to a manufacturing defect, the Hot Tub Superstore will reimburse the original shipping charges and credit back the full value of the product.
  Product Failure During OEM Warranty Period Review the OEM warranty policy to determine if the product is under warranty.  It is in your best interest to return the product without delay due to product date codes.   If the product falls within the warranty period and appears to be a legitimate* claim, proceed as follows: 1. Contact the Hot Tub Superstore immediately for a Return Authorization Number (RA#)
  1. We will e-mail or fax an Authorization to Return Goods form with your RA#
  2. You complete the form, including as much detail about the problem as possible, and e-mail or fax it back to the Hot Tub Superstore.
  3. You must properly package the product to be returned and clearly indicate the RA# in large print on the outside of the parcel and on the packing slip. 
  4. A copy of your original service (product installation) invoice should be included to establish how long the product has been in use.
  5. Upon receipt, the Hot Tub Superstore will forward the product to the Original Equipment Manufacturer (OEM) for evaluation.
  6. Credit, replacement or repair is solely at the discretion of the OEM.
 

*A legitimate claim does not include failure due to chemical abuse, water intrusion, voltage spike, failure of another component or any external reason other than a manufacturing defect.

 Labour Reimbursement

When applicable, labour off-set charge is reimbursed according to the Original Equipment Manufacturer product warranty policy.  Please review the OEM warranty to determine if they offer a labour reimbursement before contacting the Hot Tub Superstore.

 
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