Refund & Returns Policy – Prior Version (Orders Placed Before October 14, 2026)

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Prior Refund & Returns Policy (as published through October 13, 2026)

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, but ultimately it is the customer’s responsibility to verify compatibility before ordering.

30-Day Return Policy

Most new, unused, and unopened items may be returned within 30 days of delivery.

An RMA (Return Merchandise Authorization) is required before returning any item.

Customer Ordered the Wrong Part

If an item was ordered incorrectly by the customer and is eligible for return:

• The item must be new, unused, and in resalable condition.
• The customer is responsible for return shipping costs.
• A 15% restocking fee will apply if a replacement order is not placed.
• Original outbound shipping charges are non-refundable.
• For orders that qualified for free shipping, the actual shipping cost paid by EZ Hot Tub Parts will be deducted from the refund.

Incorrect Item Shipped by EZ Hot Tub Parts

If we shipped the wrong item, please contact us with your order number and photos of the item received.

• We will provide a prepaid return shipping label.
• We will cover all shipping costs associated with correcting the order.
• We will either ship the correct item or issue a full refund if the correct item is unavailable.

Defective or Warranty Items

If an item appears defective, damaged, or fails during the manufacturer’s warranty period, contact us immediately.

• Do not install damaged or incorrect items.
• Photos and documentation may be required.
• Warranty claims are subject to manufacturer warranty policies. Some manufacturer warranty claims require return of the defective part for inspection before replacement, repair, or credit can be approved.
• Manufacturer warranties cover the product only and do not cover labor, troubleshooting, installation, removal, testing, service calls, or related expenses.

Non-Returnable Items

The following items may not be eligible for return:

• Special-order items
• Custom-order products
• Items identified as non-returnable in the product description
• Products that have been installed, used, modified, damaged, or are not in resalable condition

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.

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.

Need to Start a Return?

Email us at ez@ezhottubparts.com with your order number, reason for return, and photos (if applicable). We will provide return instructions and an RMA if your item qualifies for return.

Prior Return Terms from the Terms & Conditions Page (as published through October 13, 2026)

30 Day Satisfaction Guarantee at EZ Hot Tub Parts, we want you to be completely satisfied with the products you purchase from us. […] All parts that are ordered with our assistance, based on information that was provided to us, is ultimately the buyers’ responsibility. Our techs are not responsible for any misinformation provided by the customer. In the end, we may waive a restocking fee if the part does not work out based on a tech recommendation (if a serial number was provided to source the part), but return shipping, when necessary, is always the responsibility of the purchaser.

[…] Part identification is a joint effort between our staff and the customer. EZ Hot Tub Parts is not responsible for recommendations based on similar parts or the customer receiving an incorrect part. Return shipping for incorrect parts will be the responsibility of the customer. Returned items fall into one of the following 3 categories:

1. Product that was incorrectly ordered by the customer: Provided the item is in new condition and not a special order/non-returnable item (see below) the customer can request an RMA to return the item. The customer is responsible for the cost to return the item to EZ Hot Tub Parts by any trackable/insured shipping method. We will assist you in trying to find the correct part if you provide the necessary spa model information. Should a replacement part not be ordered, a 15% restocking fee will apply. Outbound shipping cost is non-refundable as it has been paid directly to the shipper. For orders with free shipping, the actual shipping cost will be deducted from the refund.
2. Product that was incorrectly shipped by us: EZ Hot Tub Parts has a check system on all outbound orders to keep mistakes to a minimum. However, mistakes still can occur. If we ship the incorrect part, send us a photo of the incorrect part received and we will send a return label to recover the incorrect part and send you the correct one. Photos will need to be sent to EZ@ezhottubparts.com along with your order number and a description as to what is in error. We will assume all shipping charges with sending the correct item and getting back the incorrect item.
3. A defective or warranty item. See below for warranty details. You may return most new, unopened items within 30 days of delivery for a full refund, less a 15% restocking fee to help defer the cost of administration, shipping, pulling, packaging, shipping materials and restocking. Shipping costs are non-refundable as they are paid to the shipper. You must request an RMA to return an item.
4. All items are sold as DIY items and carry manufacturers warranties which do not include any labor for troubleshooting, installation, testing, removal or other costs. Whether you install the item yourself or have someone install it for you, the cost of installation is not covered nor is it reimbursable should there be an issue with the installation or the product. Any items that appear to be defective (whether shipping damage or other) must be reported right away. Do not install an incorrect or defective item without further direction. You can contact us at service@ezhottubparts.com with questions/photos/claims. Shipping Damage If an item arrives damaged, please contact us right away at EZ@ezhottubparts.com. We will need photos of the damaged package and the damaged parts within to make a claim with the carrier. If you are home when the delivery is attempted and notice damage on the shipment, then do not accept it. Advise the delivery person that you are refusing due to damage and contact us for next steps.