Warranty & Returns of Parts And Supplies:
We will refund any item that has not been used / installed within 14 days of delivery. Electronic items that have been installed cannot be refunded, as if you order and attempt to install the wrong part there is a good chance the part is damaged. We do warranty all of our parts, but if the item is destroyed by misuse or improper installation you will not be covered. Shipping costs are the responsibility of the customer / buyer.
Statement Of Warranty
I Heart Hot Tubs, LLC. will honor the original manufacturer’s warranty on the products it sells. I Heart Hot Tubs, LLC. assumes no liability for any injury, loss or damage resulting from the improper use of or malfunction of an item we sell. Our liability is limited specifically to the replacement of defective parts as provided by the manufacturer’s warranty. We will examine merchandise you send to our facility for warranty as per the requirements of the manufacturer. We will look at such things a date of original sale, product date codes, chemical or physical damage, and evidence of unreasonable use. Parts with physical damage are not considered warrantable. If you receive damaged goods, please notify our customer service department immediately. Do not use or install physically damaged parts, as they will not be returnable. The final determination as to if the product is warrantable will be made by the manufacturer or by I Heart Hot Tubs as the manufacturer’s agent. All warrantable items will be credited to your account, or replaced with a like item. In some cases, the replacement item will be a repaired and reconditioned unit. Items determined not to be warrantable will be returned to the dealer and the dealer will be liable for any payment of replacement parts that were previously sent to support the Warranty.
Return Policy
Items that are returned to I Heart Hot Tubs, LLC. fall into three general categories: product that has failed in the field, product that was ordered incorrectly by the customer, and product that was sold or shipped incorrectly by us. Although we all strive to perform at the highest level possible, we know that mistakes will sometimes be made. All we ask of you is to call us for an RMA number when there is a need to ship product back to us. The RMA we issue helps us prepare for the arrival of the product so when it gets here we can deal with it quickly and efficiently. We do require that you send the product to us within 30 days after we issue the RMA or you will be financially liable for any replacement product that was sent to you on a warranty replacement basis. Product sent to us on a RMA number older than 30 days will not be accepted. Returned merchandise must be in resalable condition and a copy of the original invoice should be included. PLEASE SEE NOTE BELOW ON PACKAGING YOUR RETURNS. All returns will be credited to your account. No cash refunds will be made.
Packaging Your RMA Goods For Return – There are several things you can do to ensure the safe passage of your returned goods and minimize the chances for damage:
1. Use original product boxes and bags when available.
2. Please pack your return well, including sufficient packing material to protect your return from damage. If you use peanuts or similar material, please bag the repair items to prevent intrusion of peanuts into the product. Great examples are control systems, pumps and wet ends, heater assemblies, and so on.
3. Please note that if your returned product arrives at PSS in a damaged condition due to improper packaging, you will be held liable for the cost of the product as well as any expense to either repair or return the product to you.
4. Make sure you indicate on the shipping label that this is a return and make sure your RMA number is legibly placed on the outside of the box near the shipping label. Failure to do this will result in a substantial delay in the processing of your return!
5. Don’t forget to insure your return when shipping it if the value is over $100.00. Failure to do this will expose you to the cost of the product if the shipment is lost or misdirected by the carrier.
RMA:
Items that are returned to PSS fall into three general categories: product that has failed in the field, product that was ordered incorrectly by the customer, and product that was sold or shipped incorrectly by us. Although we all strive to perform at the highest level possible, we know that mistakes will sometimes be made. All we ask of you is to call us for an RMA number when there is a need to ship product back to us. There are many instances in which customers improperly install a part and assume the part is bad. It is also common for a customer to have a technician at their residence to install the part, yet this “professional” has incorrectly installed the part or claims its not the correct part. Please contact us, as we are here to help, and we’ve been in the industry for over 30 years. The RMA we issue helps us prepare for the arrival of the product so when it gets here we can deal with it quickly and efficiently. We do require that you send the product to us within 30 days after we issue the RMA or you will be financially liable for any replacement product that was sent to you on a warranty replacement basis. Products sent to us on a RMA number older than 30 days will not be accepted. Returned merchandise must be in resalable condition and a copy of the original invoice or the invoice number must be included. All returned product must be authorized for return and in sellable condition. These returns will be subject to a minimum 25% restocking charge, and credit will be applied to your account. Returns for credit will not be accepted 30 days after the invoice date. Contact the Customer Service Department for a Return Merchandise Authorization (RMA) number. The RMA numbers are void after 30 days of their issuance. Please include a copy of the original paperwork with complete documentation regarding the return, and mark the RMA number on the outside of the package to help expedite your return. PLEASE SEE NOTE BELOW ON PACKAGING YOUR RETURNS. All returns will be credited to your account. No cash refunds will be made.
Warranty is void if:
1. the unit is not installed per the instructions
2. is connected to improper voltage
3. is subjected to chemical corrosion
4. is mechanically or electrically altered in any way
5. is subjected to immersion in water
6. contacts show evidence of short circuiting or the unit has been visibly damaged by accident or misuse or which has been damaged by wind, rain, lightning, freezing, or other natural causes;
7. or upon which the serial number or manufacture date has been altered, effaced or removed.
In the rare instance that I Heart Hot Tubs, LLC. makes a shipping error, we will gladly remedy the mistake at our expense. Products returned in used or installed condition may be subject to a 25% restocking charge. Under no circumstances will special order products be accepted for return unless there is a manufacturer defect. If this proves to be a problem for you, please discuss it with one of our sales professionals.
NOTE: Special Orders are subject to a separate policy.
Packaging Your RMA Goods For Return:
There are several things you can do to ensure the safe passage of your returned goods and minimize the chances for damage.
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Please Ship all Warranty Claims and Returns to:
I Heart Hot Tubs
Attn: Returns / Warranty Claims
RMA – (Enter your RMA # here)
11914 5th Street
Houston, TX 77072