Need Help? Contact Us | Privacy Policy | Terms & Conditions | Refund & Returns Policy
Effective date: October 14, 2026. This policy applies to orders placed on or after October 14, 2026. Orders placed before that date remain subject to the policy in effect when they were purchased. View the prior policy.
At EZ Hot Tub Parts, we understand that finding the correct hot tub part can sometimes be challenging. We offer free assistance to help identify replacement parts. Please review the product description and listed contents before ordering, and contact us before you order if you are not sure a part fits.
Policy Summary
- 15-day return-request window: email ez@ezhottubparts.com to request an RMA within 15 calendar days of delivery.
- RMA required: do not ship a return without an RMA. Authorized returns must be shipped within 10 calendar days after the RMA is issued.
- Customer-reason returns (wrong part ordered, incorrect diagnosis, changed plans, parts no longer needed): the item must be new, unused, uninstalled, complete, and resalable. A 15% restocking fee applies, the customer pays return shipping, and outbound shipping is not refunded.
- Our errors (verified incorrect shipment, missing advertised item, or inaccurate product description/compatibility claim): no restocking fee or shipping deductions. We cover the necessary return shipping and correction.
- Manufacturer warranty claims are handled separately. The 15-day return window does not replace or shorten an applicable manufacturer warranty.
How to Request a Return (RMA)
Email ez@ezhottubparts.com to request an RMA (Return Merchandise Authorization) within 15 calendar days of delivery. Your initial request must identify the order, the item, and the reason for the return.
- A timely initial request preserves your request date while supporting documentation is gathered.
- If we ask for missing documentation, you must provide it within 7 calendar days after we request it.
- An RMA is required before shipping a return. The return destination is provided in your RMA instructions.
- Authorized returns must be shipped within 10 calendar days after the RMA is issued. We use the date the carrier accepts the shipment, not the date a shipping label was created.
- Package returns securely and use a trackable shipping service.
- An RMA authorizes the item to be sent to us for inspection. It does not guarantee refund eligibility. Final approval and the refund amount depend on inspection and this policy.
Information Needed for Return or Warranty Review
To review a return or warranty request, we may ask for:
- Order number.
- The specific item and quantity.
- The reason for the request.
- Spa brand, model, and year, if known.
- Spa serial number and a clear photo of the spa’s serial-number label.
- Clear photos of the product you received, its identifying labels or part numbers, and its packaging.
- Whether the product was installed, used, energized, exposed to water, modified, glued, or otherwise altered.
This information helps us tell the difference between a part that was selected incorrectly, an incorrect shipment, and a problem with a product’s compatibility description.
If your spa’s serial-number label is missing or unreadable, tell us and contact us for review. Other identification methods may not always establish compatibility or satisfy a manufacturer’s warranty requirements.
If your order and photos of the product received already show that we shipped a different SKU than you ordered, we will not hold up correcting the shipping error while waiting for other information.
Return Condition Requirements
To be eligible for a customer-reason return, the item must be:
- New and unused.
- Uninstalled and unmodified.
- Complete with all original components, accessories, and original packaging.
- In resalable condition.
Opening the packaging only to look at or compare the product does not by itself disqualify a return, as long as the product and its packaging remain in resalable condition.
Products that have been installed, used, energized, modified, damaged, or are otherwise not resalable are not eligible for customer-reason returns. If you believe a product is defective, see Defective Items and Manufacturer Warranty Claims below.
Customer Ordering Errors, Changed Plans, and Parts No Longer Needed
Customer-reason returns include, for example:
- Ordering the wrong part.
- Selecting a part that is not compatible with your spa’s model, year, or configuration.
- An incorrect diagnosis.
- Buying a part that does not resolve the problem.
- Changing repair plans.
- Discovering additional damage to the spa.
- Deciding the spa is not worth repairing.
- Parts that are no longer needed.
These reasons do not establish a product defect or a seller error. Eligibility still depends on the 15-day return-request window, the product’s condition, and the exclusions in this policy.
Please review the product description and listed contents before ordering. Gaskets, seals, fittings, wiring, and other accessories are included only when the listing expressly says they are included. This does not excuse an inaccurate product description or a shipment that is actually incomplete; those are handled as our errors.
Restocking Fee and Shipping Deductions
For approved customer-reason returns:
- A restocking fee of 15% of the returned merchandise price you actually paid (excluding tax and shipping) applies. This includes eligible exchanges and returns where a replacement part is purchased.
- The customer pays return shipping.
- Original outbound shipping charges are non-refundable.
- For orders that received free shipping, the actual outbound shipping cost attributable to the returned merchandise will be deducted from the refund.
- The same outbound shipping expense will not be deducted twice.
A replacement or exchange part is a new order and ships under our normal shipping rules for new orders.
Incorrect Item Shipped, Missing Items, or Listing Errors
If we shipped the wrong item, an item advertised as included is missing, or a product description or compatibility claim on our listing was inaccurate, contact us with your order number and photos of the item received. Do not install an incorrect item. For a verified seller error:
- No restocking fee or shipping deductions apply.
- EZ Hot Tub Parts covers the necessary return shipping and the cost of correcting the order.
- We will provide the correct item or a refund, as appropriate.
Receiving the SKU you ordered does not by itself resolve a claim that the listing’s compatibility description was inaccurate. We will review the listing, the order, your spa identification, and the product evidence.
Shipping Damage
If your order arrives damaged:
- Inspect the shipment immediately.
- Take photos of the damaged packaging and product.
- Contact us as soon as possible.
If significant damage is visible at delivery, refuse the shipment and notify us immediately.
Defective Items and Manufacturer Warranty Claims
The 15-day return-request window applies to returns. It does not replace or shorten an applicable manufacturer warranty. If an item appears defective or fails during the manufacturer’s warranty period, contact us immediately.
- Do not install damaged or incorrect items.
- Warranty claims are subject to the manufacturer’s warranty policy, review, and documentation requirements. Requirements differ from manufacturer to manufacturer.
- Some manufacturers require the defective part to be returned for inspection before replacement, repair, or credit can be approved.
- Manufacturer warranties cover the product only. Subject to any rights you have under applicable law, they do not cover labor, troubleshooting, installation, removal, testing, service calls, or related expenses.
- Artesian Spas: A spa serial number is required for all Artesian warranty service-part claims. We cannot submit an Artesian warranty claim without the spa serial number.
Non-Returnable Items
The following items are not eligible for customer-reason returns:
- Special-order items.
- Custom-order products.
- Items identified as non-returnable in the product description.
- Products that have been installed, used, energized, modified, damaged, or are otherwise not in resalable condition.
These exclusions do not prevent review of a verified seller error, shipping damage, or a manufacturer warranty claim.
Part Identification Assistance
EZ Hot Tub Parts provides free assistance identifying replacement parts using photos, measurements, serial numbers, model information, and manufacturer part numbers.
Part identification is a collaborative process between the customer and our staff. While we do our best to help identify compatible parts, the final responsibility for verifying fitment remains with the purchaser. This does not limit our responsibility for our own shipping or listing errors described above.
Need to Start a Return?
Email us at ez@ezhottubparts.com within 15 calendar days of delivery with your order number, the item, and the reason for your return, plus photos if applicable. We will reply with RMA and return instructions if your item qualifies.
Orders placed before October 14, 2026 are handled under the policy in effect when they were purchased.