Refund policy

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

1. Return Window

  • 14-Day Refund Window: You have 14 days from the date you receive your item to request a return for a refund to your original payment method. (For shipped returns using our prepaid label, a $9.99 return shipping fee will be deducted from your refund; in-store returns at our Rochester showroom are free.)
  • 15–30 Day Store Credit: Eligible items returned between 15 and 30 days after receipt qualify for store credit.
  • Final Sale Items: Final sale collections and non-returnable items (listed below) are strictly ineligible for return.

2. Eligibility Criteria

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

  • It must be in the exact same condition that you received it (new, unused, unopened, and undamaged).
  • It must be complete in its original packaging with all original tags, manuals, and parts included.
  • It must be accompanied by your receipt or proof of purchase.

3. Non-Returnable & Final Sale Items

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

  • Water Care Products & Chemicals: Including Chlorine, Bromine, and all spa/swim spa chemicals.
  • Large Equipment: Hot Tubs, Swim Spas (All Season Pools), Infrared Saunas, Cold Plunges, and Spa Covers (once delivered or installed).
  • Special Orders: Custom or special-order items (including special-order parts and covers) are ineligible for return once delivered. Note: Cancellation of any special-order product prior to delivery is subject to a 20% to 40% restocking fee.
  • Out-of-Territory Cancellations: We only sell and deliver Jacuzzi® hot tubs, swim spas, saunas, and spa covers within our authorized Greater Rochester sales territory. Out-of-area online orders that bypass shipping rules (including selecting "Local Pickup") will be canceled and are subject to a 3% credit card processing fee deducted from the refund.
  • Promotional Items: Clearance/final sale items and gift cards.

4. How to Start a Return

  • Request a Return: Contact us directly at sales@jhtrochester.com to initiate your return. Please note that items sent back without first requesting a return authorization will not be accepted.
  • Get Your Label & Instructions: If your return is approved, we will email you a prepaid return shipping label along with instructions on how and where to send your package.
  • Return Shipping Fees: Customers are responsible for return shipping costs. When using our prepaid return label, a flat fee of $9.99 will be deducted from your refund. Alternatively, eligible items may be returned in person at our showroom at no charge.
  • Return Address: 3450 Winton Place, Rochester, NY 14623

5. Damages, Defects & Order Issues

Please inspect your order immediately upon arrival. If an item is defective, damaged in transit, or if you received the wrong product, contact us right away at sales@jhtrochester.com so we can evaluate the issue and make it right at no cost to you.

6. Refunds

Once we receive and inspect your returned item, we will notify you regarding the approval of your refund.

  • Approval: If approved, your refund will be automatically issued to your original payment method within 5 business days.
  • Bank Processing Time: Please keep in mind that your bank or credit card company may take additional time to process and post the credit to your statement.
  • 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 or email sales@jhtrochester.com.