Refund and Replace Policy

YOU CAN RETURN OR SUBSTITUTE YOUR BUY VIA COSTCOHOTTUB.COM FOR THE FOLLOWING REASONS:

• You’re disappointed with the hot tub you bought
• The hot tub is faulty or presents manufacturing defects
• The hot tub delivered is not what you ordered
• An object is lacking (replacement only)
• The cargo is lost (100% Refunded if you provided the right address)

To be eligible for a return, the hot tub must be unused (or fairly used*), in the same condition that you received it, and it must be subject to no physical damage.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your credit card (or original method of payment) within a few days – depending on your bank.

I- Exchange Request Instructions

Please follow these instructions for the Return Request:

1. Take a photo of the problem – If the problem is size, please use a ruler.
2. Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to info@costcohottub.com.
3. Please include the following:

• The photo(s)
• A specific description of the issue
• The Order Number

Our support team will respond within 1 to 3 business days and Return Instructions along with our corresponding Warehouse Address for the return will be provided.

All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed. 

II- Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@costcohottub.com.