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Return & Exchange Policy

COAST SPAS HOT TUB RETURN & EXCHANGE POLICY

We treat our customers like family!

Experience the Coast Spas difference – where customers are treated like family! As the leading creators of world-class spas for nearly 30 years, we take pride in our innovative and customer-centric approach. Our hot tubs and swim spas are built to last generations, reflecting our commitment to quality.

But it doesn't stop there. At Coast Spas, we go above and beyond by providing unparalleled support and a wide range of top-notch products and accessories designed specifically for your Coast Spas hot tub. Whether you're looking for water care products, durable hot tub covers that are ASTM certified and lightweight, genuine replacement parts, or quality-tested accessories, we've got you covered.

Even if you don't currently own a Coast Spas hot tub, worry not! We would be thrilled to take care of you. At Coast Spas, you can find high-quality, easy-to-use water care products, along with a selection of accessories that will elevate your hot tub experience. Trust us to deliver excellence every step of the way.

 

COAST SPAS 100-DAY EXCHANGE POLICY

I would like to initiate the process to exchange my Coast Spas hot tub.

  1. The ultimate flexibility for our valued customers. We understand that your needs may evolve over time, which is why we offer you the opportunity to choose a different model that better suits your preferences.
  2. During the 100-Day In-Home Trial period, you have the freedom to explore and experience your Coast Spas hot tub. If you feel that a different model would be a better fit, simply pay the applicable retail price difference and we'll make the exchange seamless. Please note that consumable services and accessories, as listed below, are not included in the exchange process.
  1. Your trial period commences on the day your Coast Spas hot tub is delivered.
  2. To initiate the Coast Spas 100-Day Exchange, reach out to the authorized representative from whom you purchased your hot tub. They will guide you through the process, helping you schedule a convenient date and time for the exchange.
  3. Coast Spa authorized representative will issue a RGA (Return Goods Authorization) letter with step-by-step instructions for your approval.
  4. During the 100-Day In-Home Trial period, any damage incurred by the hot tub will be assessed for repairs. You are responsible for covering the expenses required to bring the hot tub back to Coast Spas' stringent quality standards.

 

  1. Please keep in mind that certain costs are considered consumable services and accessories, which fall under your responsibility. These costs include shipping charges associated with delivery and exchange, any installed or consumed accessories such as Water Care products, filters, cover lifters, GFCI, etc. Additionally, expenses related to cleaning, detailing, and repackaging the tub for return will also be your responsibility.
  2. We want to ensure that each customer has a fair opportunity, which is why the 100-Day In-Home Trial (exchange) period is limited to one per hot tub purchase. Take advantage of this exceptional offer and discover the perfect hot tub that truly meets your needs.

COAST SPAS 100-DAY RETURN POLICY

Experience peace of mind with Coast Spas’ hassle-free return process for your hot tub.

  1. Start your trial period as soon as your Coast Spas hot tub is delivered to your doorstep.
  2. To initiate the "100-Day Return option," simply reach out to the authorized representative from whom you purchased your hot tub. They will guide you through the process, ensuring a smooth return experience by helping you schedule a convenient date and time.
  1. During the 100-Day In-Home Trial period, any damage sustained by the hot tub will be assessed for repairs. Rest assured; you'll be responsible for the costs required to bring the hot tub back to Coast Spas' exceptional quality standards.
  2. Certain expenses fall under your responsibility as consumable services and accessories. These include shipping charges associated with delivery and return, any installed or consumed accessories such as Water Care products, filters, lift systems, GFCI, and additional costs incurred for cleaning, detailing, and repackaging the tub for return.
  3. We want each customer to have a fair opportunity, so please note that the 100-Day In-Home Trial (return) period is limited to one per hot tub purchase.
  4. Please be aware that customized 'Tailor-Made' Coast Spas Hot Tubs are not eligible for returns but can be exchanged for an alternative model.
  5. Rest assured that refunds will be issued to the purchaser using the original payment method.

Important Notice: If your hot tub arrives damaged, we kindly request that you refuse the shipment and indicate on the Bill of Lading/Delivery slip that you are declining the product due to its damaged condition. Immediately notify Coast Spas at 1-866-262-7877 to report the damage and provide photographic evidence. Unless advised otherwise by a Coast Spas representative, please retain all packaging materials. Please note that any claims regarding damaged or missing parts must be reported without delay or within 5 days of receiving your order. It's important to note that Coast Spas Manufacturing Inc. cannot be held responsible for any loss or damage that may occur during the return shipment.

 

COAST SPAS PART RETURN & EXCHANGE POLICY

I WOULD LIKE TO RETURN MY HOT TUB PARTS TO COAST SPAS

Coast Spas allows you to return most products purchased through coastspashottubs.com. We prioritize your satisfaction by ensuring that every product adheres to our strict quality standards and passes our rigorous quality control process.

 

Please keep in mind that we do not offer refunds for Water Care products (chemicals), bulbs, clothing, fuses, and hot tub toys. However, for circuit boards, heaters, and other electronic parts, our technical support team will evaluate their eligibility for return.

If you wish to return a product, simply reach out to us at warranty@coastspas.com. Please provide the spa serial number, invoice number, details of the part(s) you wish to return, and the reason for your return. Our dedicated customer support will guide you through the process and determine if the product is defective.

At Coast Spas, we strive to ensure your complete satisfaction with our products. Let us assist you with any return requests and make your experience as smooth as possible.

 

Part is no longer required/customer ordered incorrectly.

You have up to 30 days from the time you receive your order to initiate this type of return.

  1. Parts and packaging must be unused and in mint condition. You will be asked to send photo(s) to confirm by email.

  2. If the return is authorized, a Return Goods Authorization (RGA) form will be issued by email with instructions to send the part(s) back at your cost.

  3. On receipt of your return part(s) at Coast Spas, an inspection will be completed to ensure that the part(s) has not been used and packaging is in re-saleable condition. Please allow up to 3 business days from our receipt for processing.

  4. Provided the returned part(s) and packaging are unused and in mint re-saleable condition, a refund will be issued, and you will be notified by email at the time of refund. Once processed, refunds can take 2-5 days to appear on your original method of payment.

Damaged/Defective Parts Received.

  1. You must notify Coast Spas immediately or within 5 days of receiving your order to initiate this type of return: You will be asked to send photo(s) by email clearly showing the part in its damaged/defective condition. You may be placed in contact with our technical department to help determine the nature of return (i.e., is product defective?). Please note that parts damaged due to regular wear and tear are not considered to be defective.
  1. If the return is authorized, you will be issued a Return Goods Authorization (RGA) form with instructions to send the parts back. A determination will be made whether the damaged/defective part(s) needs to be returned to Coast Spas. We may require just the pictures of the damaged/defective product serial number labels. Return labels may be forwarded to you to return the part at our cost.

  2. On receipt of your return part(s) at Coast Spas, an inspection will be completed to ensure that the part(s) are damaged/defective as indicated in your photographs. Please allow up to 3 business days from our receipt for processing times.

  3. Provided the returned part(s) are as expected, a refund will be issued, and you will be notified by email at the time of refund. Once processed refunds can take 2-5 days to appear on your original method of payment.

Incorrect Parts Received.

We are committed to ensuring that internal errors have a minimal effect on our customers. If you receive the wrong part as a result of advice by Coast Spas staff, or because of Coast Spas shipping error, you have up to 30 days from the time you receive your order to initiate this type of return. Returns beyond 30 days may be denied or incur additional shipping charges at your cost:

  1. You will be asked to send photo(s) of the parts in mint re-saleable condition. You may also be requested to provide the name of the staff member that advised you when you purchased.

  2. A determination will be made whether the part needs to be returned to Coast Spas. We will issue an RGA (Return Goods Authorization) form with instructions for you to return the part(s) to Coast Spas. If a return is required labels may be forwarded to you to return the part at our cost.

  3. You will be asked to place a new order on coastspashottubs.com for the correct part so that we can ship it to you without delay.

  4. On receipt of your return part(s) at Coast Spas, an inspection will be completed to ensure that the part(s) are in mint re-saleable condition. This will happen within 72 hours of the parts being received.

  5. Provided the returned part(s) are as expected, a refund will be issued, and you will be notified by email at the time of refund. Once processed refunds can take 2-5 days to appear on your original method of payment.

Coast Spas is not responsible for lost or damaged shipments or returns. However, we will do our best to ensure you are assisted in resolving such issues.

 

If you have any questions, please contact Coast Spas Customer Service Department 1-604-514-8111, ext. 489. A representative will be on hand Monday to Friday from 8:00 am – 4:30 pm PST.

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