Refund policy

Effective Date: August 15, 2025

 

1. Scope and Intent

 

This Return and Refund Policy applies to all purchases made through the Hot Tub Haven website:


https://hottubhavenstore.com


Hot Tub Haven is owned and operated by  HAVEN HYDRO HOT TUB LLC


We want customers to shop with confidence. If you are not satisfied with your purchase, you may request a return in accordance with the conditions outlined below.


 

2. Contact Information

 


HAVEN HYDRO HOT TUB LLC


Email: support@hottubhavenstore.com


Address:

207 Towne Dr unit 1000

Elizabethtown,KY 42701

United States


 

3. Return Eligibility

 


Customers in the United States may request a return within 30 days of receiving their order.


To be eligible for a return:

 

  • the item must be unused and undamaged

  • the item must be returned in its original packaging

  • all accessories and components must be included

  • proof of purchase must be provided

 


Items that do not meet these conditions may not be eligible for a refund.


 

4. How to Start a Return

 


To request a return, please email support@hottubhavenstore.com within 30 days of receiving your order and include:

 

  • your order number

  • the reason for the return

  • photos if the item is damaged or defective

 


If your return request is approved, we will provide return instructions.


Returns must be shipped within 7 days after receiving return authorization.


 

5. Return Shipping Costs

 

 

  • customers are responsible for return shipping costs for non-defective returns

  • if the item is defective, damaged, or incorrect, Hot Tub Haven will cover the return shipping cost

 


 

6. Restocking Fees

 


For returns due to change of mind, a restocking fee of up to 25% may apply depending on the product and supplier policies.


 

7. Defective, Damaged, or Incorrect Items

 


If your product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.


We may offer one of the following:

 

  • replacement product

  • full refund

  • return shipping covered by Hot Tub Haven

 


 

8. Lost or Undelivered Orders

 


If your order does not arrive within the estimated delivery timeframe, please contact us.


We will investigate the shipment and provide a replacement or full refund if the package is confirmed lost.


 

9. Order Cancellations

 


Orders may be cancelled before shipment for a full refund.


If the order has already shipped, the return process described above will apply.


 

10. Non-Returnable Items

 


The following items may not be eligible for return:

 

  • custom or personalized products

  • products that have been used or installed

  • items returned without original packaging

 


 

11. Refund Processing

 


Once we receive and inspect your returned item:

 

  • you will receive an email confirming approval or rejection of the refund

  • approved refunds will be issued to the original payment method

 


Refund processing time:

 

  • up to 14 business days after the return is approved

 


 

12. Legal Rights

 


This policy does not affect any statutory consumer rights that may apply under applicable law.


 

13. Agreement

 


By making a purchase on Hot Tub Haven, you agree to the terms outlined in this Return and Refund Policy.