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Returns & Refund Policy

Last updated: [8/5/2026]

Thank you for shopping with Polis Pools. Because spas, hot tubs, and saunas are large, high-value items that involve freight shipping and sometimes custom manufacturing, our return process differs from typical small-item e-commerce returns. Please read this policy carefully before placing your order.

1. Order Cancellations

  • Before shipment: Orders may be cancelled for a full refund if cancelled within 48 hours of purchase, provided the item has not yet entered production or shipped.
  • After production begins: Custom-built or made-to-order spas and saunas that have entered production may be subject to a cancellation fee of up to 25% of the order value to cover materials and labor already committed.
  • After shipment: Once an order has shipped, standard return procedures (below) apply instead of cancellation.

2. Standard Returns (Stock/Non-Custom Items)

  • You may return eligible, non-custom items within 14 days of delivery.
  • Items must be unused, uninstalled, and in original packaging with all accessories, manuals, and hardware included.
  • A restocking fee of 15–25% applies to all approved returns to cover inspection, repackaging, and freight logistics.
  • Outbound and return freight costs are the customer’s responsibility, unless the return is due to our error (wrong item shipped, defect, etc.) or damage in transit.
  • Due to their size and weight, spas and saunas must be returned via a freight carrier, not standard parcel shipping. We will help arrange freight pickup.

3. Non-Returnable Items

The following are final sale and cannot be returned or refunded except in cases of manufacturer defect:

  • Custom or made-to-order spas, saunas, or components (custom dimensions, wood species, upholstery, electrical configurations, etc.)
  • Items that have been installed, assembled, used, or filled with water
  • Clearance, closeout, or “as-is” items
  • Chemicals, filters, covers, and other consumable/hygiene-related accessories once opened
  • Special-order items sourced directly from a third-party manufacturer at the customer’s request

4. Damaged or Defective Items

Because these products ship via freight, please follow this process carefully:

  1. Inspect at delivery. Before signing the delivery receipt, inspect all crates/boxes for visible damage.
  2. Note any damage on the delivery receipt before signing. If the packaging is significantly damaged, you may refuse delivery.
  3. Report within 48 hours. Contact us at [support email/phone] within 48 hours of delivery with photos of the damage and packaging.
  4. Concealed damage. If damage is discovered after unpacking, report it within 5 days of delivery. Do not discard packaging until the claim is resolved.

Verified freight damage or manufacturer defects will be resolved via replacement parts, a replacement unit, or a full refund, at no cost to you, including return freight.

5. Warranty Claims

Manufacturer defects discovered after the return window has closed are handled under the applicable product warranty, not this returns policy. See your product’s warranty documentation or contact us for details specific to your model.

6. How to Request a Return

  1. Email [support email] or call [phone number] with your order number and reason for return.
  2. Our team will review your request and confirm eligibility within [2–3 business days].
  3. If approved, we will issue a Return Authorization (RA) number and arrange freight pickup.
  4. Returns sent without a prior RA number may be refused or subject to delay.

7. Refunds

  • Refunds are issued to the original payment method within 10–14 business days of our warehouse receiving and inspecting the returned item.
  • Original shipping charges are non-refundable, except in cases of our error or verified damage/defect.
  • Restocking fees and any deductions for missing parts, damage caused after delivery, or signs of use will be subtracted from the refund total.

8. Exchanges

We do not process direct exchanges. If you’d like a different model or configuration, please complete a return (subject to the terms above) and place a new order.

9. Questions

For questions about this policy or to start a return, contact us:

Polis Pools | Email: service@polispools.com | Phone: 502-357-3799 | Hours: M-F 8-5

(502) 357-3799