Terms of service

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.

Return Window

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.

Eligibility Criteria

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

  • In the same condition you received it (unworn, unused, and undamaged).

  • Complete with all original tags attached.

  • In its original packaging.

  • Accompanied by the receipt or proof of purchase.

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.

How to Start a Return

  1. Request a Return: Contact us directly at sales@jhtrochester.com to initiate the request. Note: Items sent back to us without first requesting a return will not be accepted.

  2. 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.

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

  4. Return Address: 3450 Winton Place, Rochester, NY 14623

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.

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.

Terms of Service

Last Updated: June 2026

Welcome to jhtrochester.com (the "Site"), operated by Jacuzzi Hot Tubs Rochester ("we," "us," or "our"). By accessing or using our website, purchasing our products, or utilizing our services, you agree to be bound by the following terms and conditions ("Terms of Service", "Terms").

Please read these Terms carefully before accessing or using our website. If you do not agree to all the terms and conditions of this agreement, you may not access the website or use any services.

1. Online Store Terms

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence.

  • You may not use our products for any illegal or unauthorized purpose.

  • You must not transmit any worms, viruses, or any code of a destructive nature.

     

  • A breach or violation of any of the Terms will result in an immediate termination of your Services.

     

2. General Conditions

We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (not including credit card information) may be transferred unencrypted and involve transmissions over various networks. Credit card information is always encrypted during transfer over networks.

 

3. Accuracy, Completeness, and Timeliness of Information

While we strive for perfection, we are not responsible if information made available on this site is not accurate, complete, or current. Any reliance on the material on this site is at your own risk.

4. Modifications to the Service and Prices

Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

5. Products and Services

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

  • Color and Display: We cannot guarantee that your computer monitor's display of any color will be accurate.

  • Special Orders and Large Equipment: Products such as Hot Tubs, Swim Spas, Saunas, Cold Plunges, and Spa Covers may be subject to specific delivery, installation, and cancellation policies. Cancellation of special-order items prior to delivery may be subject to a restocking fee (typically 20% to 40%).

6. Accuracy of Billing and Account Information

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order.

7. Third-Party Links

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy.

8. User Comments, Feedback, and Other Submissions

If you send creative ideas, suggestions, proposals, plans, or other materials, you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate, and otherwise use them in any medium.

 

9. Personal Information

Your submission of personal information through the store is governed by our Privacy Policy.

 

10. Errors, Inaccuracies, and Omissions

We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information in the Service is inaccurate at any time without prior notice.

11. Prohibited Uses

You are prohibited from using the site or its content: for any unlawful purpose; to solicit others to perform or participate in any unlawful acts; to violate any regulations, rules, laws, or local ordinances; to infringe upon or violate our intellectual property rights; to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate; or to upload or transmit viruses or malicious code.

 

12. Disclaimer of Warranties; Limitation of Liability

We do not guarantee, represent, or warrant that your use of our service will be uninterrupted, timely, secure, or error-free. In no case shall Jacuzzi Hot Tubs Rochester, our directors, officers, employees, or affiliates be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind.

13. Indemnification

You agree to indemnify, defend, and hold harmless Jacuzzi Hot Tubs Rochester and our partners, officers, directors, agents, and employees from any claim or demand made by any third-party due to or arising out of your breach of these Terms of Service.

14. Severability

In the event that any provision of these Terms of Service is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law.

 

15. Termination

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

 

16. Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of the State of New York. Any legal action shall be filed in the courts located in Monroe County, New York.

17. Changes to Terms of Service

We reserve the right, at our sole discretion, to update, change, or replace any part of these Terms of Service by posting updates and changes to our website.

18. Contact Information

Questions about the Terms of Service should be sent to us at:

  • Email: sales@jhtrochester.com

  • Address: 3450 Winton Place, Rochester, NY 14623

  • Phone: (585) 895-6366