Returns, Refunds & Cancellation Policy

Thank you for shopping with SW SPAS LLC.

If, for any reason, you are not completely satisfied with your purchase, we invite you to review our Returns, Refunds & Cancellation Policy below. The following terms apply to products purchased from SW SPAS LLC.

7-Day Return Policy

We accept returns within 7 days of the delivery date shown by the carrier’s tracking information.

To initiate a return, please email us at info@southwestspas.com.

All returned items must be in their original packaging and original, unused condition. Products that have been opened, partially used, assembled, installed, or otherwise used are not eligible for return unless the product is determined to be defective and is covered by the manufacturer’s warranty or defect policy.

Return shipping is the customer’s responsibility. Customers are responsible for arranging and paying for the return shipment. SW SPAS LLC does not reimburse return shipping costs.

We may request photographs of the item and its packaging to verify that the product is new, unused, and in its original condition before approving a return.

Return Requirements

To help ensure a smooth return process, please make sure:

• The item is in its original packaging and returned in the original box or an appropriate shipping box/mailer.
• The item has not been assembled, installed, or used.
• The product is returned with all parts, accessories, manuals, and other materials originally included with the purchase.
• The item is in resalable condition.

Once the returned item is received and inspected, we will notify you by email whether the return has been approved. If approved, the refund will be issued to the original payment method.

SW SPAS LLC will refund the purchase price of the eligible returned merchandise but will not refund the original shipping charges.

Exchanges & Product Compatibility

It is the buyer’s responsibility to ensure that the correct product is purchased for their specific spa, hot tub, swim spa, or other equipment.

Before placing an order, customers should verify the product’s model, part number, size, dimensions, specifications, and compatibility with their equipment.

SW SPAS LLC is not responsible for products ordered incorrectly due to customer error or failure to verify compatibility.

Filters

We do not accept exchanges or returns on filters that have been opened, used, or installed.

If you determine that you ordered the incorrect filter, you must follow our 7-Day Return Policy and return the filter unopened and unused. Eligible returns will be subject to all applicable return requirements, including any restocking fees.

If you are unsure which filter or product is compatible with your spa, hot tub, swim spa, or other equipment, please contact us before placing your order. We are happy to assist you in confirming the correct product.

Restocking Fee

Orders with a purchase price of $100 or greater are subject to a 20% restocking fee on eligible returns. Certain conditions and exclusions may apply.

The restocking fee, when applicable, will be deducted from the refund amount.

Cancellations

SW SPAS LLC will make every reasonable effort to honor cancellation requests. However, our order fulfillment process is designed to process and ship orders as quickly as possible.

Because of this, we cannot guarantee that a cancellation request can be processed before an order ships.

Once an order has shipped, it is no longer eligible for cancellation. If the customer no longer wants the item after shipment, the order must be returned in accordance with our 7-Day Return Policy.

Out-of-Stock Items

All orders are subject to product availability.

We make every effort to maintain accurate inventory levels on our website. However, from time to time, an inventory discrepancy may occur and we may be unable to fulfill an item that was available for purchase at the time the order was placed.

If an item is unavailable, we will fulfill the available items in your order and contact you regarding the out-of-stock item. You may choose to:

• Wait for the item to be restocked; or
• Request a refund for the unavailable item.

Damaged Packages / Products in Transit

If you receive a package that appears damaged or a product that was damaged during transit, please contact us as soon as possible and provide photographs of:

• The damaged product;
• The shipping box/package;
• All sides of the shipping packaging; and
• Any visible damage to the packaging or product.

SW SPAS LLC will initiate a damage claim with the carrier when applicable.

Carrier claims may take up to 30 days to process. We may be unable to issue a refund or send a replacement until the carrier has completed its investigation and claim process.

If a replacement product or part is needed immediately, customers may choose to place a new order while the carrier claim is being processed. Once the claim has been completed, we will process the applicable refund or replacement in accordance with the outcome of the claim.

Lost Packages / Products in Transit

If your order is lost in transit, SW SPAS LLC will initiate a claim with the shipping carrier.

Carrier claims may take up to 30 days to process. We may be unable to issue a refund or send a replacement until the carrier has completed its investigation and claim process.

If a replacement product or part is needed immediately, customers may choose to place a new order while the carrier claim is being processed. Once the claim has been completed, we will process the applicable refund or replacement in accordance with the outcome of the claim.

Warranty Returns

Products purchased from SW SPAS LLC are subject to the manufacturer’s applicable warranty.

Warranty claims for defective, malfunctioning, or damaged products covered by a manufacturer’s warranty must generally be handled directly with the manufacturer. SW SPAS LLC does not accept standard returns for products that are experiencing a warranty-covered defect or malfunction.

We will be happy to assist customers with the warranty claim process when possible; however, the manufacturer’s warranty terms, conditions, and determination will apply.

Important Notice

By placing an order with SW SPAS LLC, the customer acknowledges and agrees to the terms of this Returns, Refunds & Cancellation Policy. Customers are responsible for reviewing product information and confirming compatibility before purchasing.