Refund policy

Refund Policy 

Cancellations & Refunds: At Luxury Tubs Direct, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge. 

If you have questions, please send an email to sales@luxurytubsdirect.com or call us at 1-619-393-3322

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 1-619-393-3322, the chat in the bottom right, or email sales@luxurytubsdirect.com any time. 

Refunds and Returns.

Nearly all of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.

If you need to return your product, you may do so. However, due to drastically increasing LTL/freight shipping costs, any outright returns may incur a restocking fee (this fee differs by manufacturer, see the "Return Policy" tab for specific details on your product) + any return shipping costs which will be your responsibility to cover. 

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; see the "Return Policy" tab on your desired product page for specific return details on your product.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@luxurytubsdirect.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Once approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@luxurytubsdirect.com.

You can always contact us for any return questions at sales@luxurytubsdirect.com.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of Luxury Tub Direct's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Luxury Tubs Direct, you are acknowledging the following of the Exchange Agreement:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Luxury Tubs Direct within 24 hours of the product being delivered.
  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
  • I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.
  • I understand that if my order has left the warehouse, that I am unable to receive a full refund. 
  • I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 20%. 
  • I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Luxury Tubs Direct.
  • I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of Luxury Tubs Direct (such as manufacturing and logistical constraints of our partner companies).

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) do arrived damaged please send photos of damage, box and SKU, along with a brief description of the damage to sales@luxurytubsdirect.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours. 

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Chargebacks

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact sales@luxurytubsdirect.com for any questions.

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