Refund policy

Return and Refund Policy

Thank you for shopping with Jacuzzi Hot Tubs Rochester! We want to ensure you have a transparent and smooth experience. Please review our return guidelines below.

1. Return Window

  • 14-Day Full Refund: We offer a 14-day return policy. You have 14 days from the date you receive your item to request a full refund return.

  • Store Credit Extension: For returns initiated between 15 and 30 days from the purchase date, eligible items may be returned for store credit instead of a full refund.

2. Eligibility Criteria

To qualify for a return, your item must meet the following conditions:

  • It must be in the same condition that you received it (unworn, unused, and undamaged).

  • It must be complete with all original tags attached.

  • It must be in its original packaging.

  • It must be accompanied by the receipt or proof of purchase.

3. Non-Returnable and Final Sale Items

Certain products and collections are final sale and cannot be returned once delivered or installed. These include:

  • Water Care Products and Chemicals (including Chlorine and Bromine).

  • Large Equipment: Hot Tubs, Swim Spas (All Season Pools), Saunas, Cold Plunges, and Spa Covers.

  • Special Orders: Custom or special-order items are ineligible for return. (Note: Cancellation of special-order items prior to delivery may be subject to a 20% to 40% restocking fee).

  • Promotional Items: Sale items and gift cards.

4. How to Start a Return

  • Request a Return: Contact us directly at sales@jhtrochester.com to initiate the request. Please note that items sent back to us without first requesting a return will not be accepted.

  • Get Your Label and Instructions: If your return is accepted, we will email you a prepaid return shipping label along with specific instructions on how and where to send your package.

  • Shipping Fees: Customers are responsible for return shipping costs. A flat fee of $9.99 will be deducted from your refund.

  • Return Address: 3450 Winton Place, Rochester, NY 14623

5. Damages, Defects, and Order Issues

Please inspect your order immediately upon arrival. If an item is defective, damaged, or if you received the wrong item, contact us immediately at sales@jhtrochester.com so we can evaluate the issue and make it right.

6. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

  • Approval: If approved, you will be automatically refunded on your original payment method within 5 business days.

  • Processing Time: Please keep in mind that banks and credit card companies can take additional time to process and post the credit to your account.

  • Follow-Up: If more than 5 business days have passed since we approved your return and you have not received your credit, please call us at (585) 895-6366.