Returns & Refunds

Pre-Purchase Due Diligence

Before finalizing your purchase, it is essential to review all details of your selected product to ensure it meets your requirements. One of the most common reasons for product returns is incorrect dimensions. To avoid this issue, we strongly recommend reviewing pre-installation tips, model specifications, and installation manuals available on our website. Our online support agents are available 24/7 to assist with any queries and ensure your product fits seamlessly into the intended space.

Damaged Items

All of our shipments are fully insured for your peace of mind. Upon delivery, please inspect your product carefully before signing the package acceptance form. Open the box and examine the product thoroughly. If you notice any damage to the product, do not accept the delivery. Instead, make a note of the damage on the carrier's waybill and contact our customer service team immediately.

In cases where the packaging appears damaged but the product seems intact, make a note on the carrier's waybill, remove all protective wrapping, and confirm that there is no concealed damage. If you discover any damage to the product, refuse the delivery, make a note on the waybill, and call our customer service team immediately.

Please note that it is your responsibility to report any damage within a 24-hour period from the delivery time. Failure to do so may result in you being held fully responsible for any damages. Our priority is to provide you with a smooth and professional purchasing experience while ensuring that your product arrives in perfect condition.

Returning An Unwanted Product
  • Products may be returned within 30 days of the receiving date if it is in brand-new condition with the original packaging, accessories, and parts. We will issue a refund after we have inspected the goods and confirmed the condition. 
  • Designer Home Spas charges a restocking fee of at least 20% of the original price, in addition to all actual freight costs for any unwanted goods that are returned.
  • If there is any sign of deliberate damage or modification, the product will be shipped back to the customer at their expense and no refund will be issued. 
  • It is important you closely follow the instructions provided by our team. Do not ship the product with any carrier, which is not authorized by us.
  • All non-defective/non-damaged delivery refusals are subject to a restocking fee and freight cost.
  • The company does not accept any returns of unsealed headrests, special order products, customized products, and accessories.
Custom Order Policy

Please be aware that custom orders cannot be canceled or refunded, as these products are put into production specifically for your requirements. Custom orders typically involve unique exterior and/or interior finishes that are not readily available in our stock. Upon receiving your order, we commence the construction of your custom unit.

All sales are considered final for custom orders. If you are uncertain whether your order is classified as custom, we encourage you to contact our customer service team for clarification. We are here to help you make an informed decision and ensure your satisfaction with your purchase.

Return Policy Overview
  • Do not accept any damaged items.
  • Signing for your delivery confirms the product is "in good condition"; you are fully responsible for damages occurring after this point.
  • If you accepted a damaged product and noted the damage on the carrier's waybill, contact us within 24 hours.
  • Contact our customer service team to discuss return options.
  • Sale able goods may be returned within 30 days of delivery.
  • Shipping and handling charges to and from our warehouse are non-refundable.
  • Returned products must be in their original condition, including packaging and accessories.
  • We may accept returns without the original crate on a case-by-case basis, subject to a 30% restocking fee.
  • Unsealed headrests, special order products, customized products, and accessories are not eligible for return.
  • Final sale products, including custom orders, are non-returnable and non-refundable (please inquire before purchasing).
  • We are not responsible for missing, incorrect, or damaged products reported more than 30 days after receipt.
  • Installed, used, or plugged-in items are non-refundable and must be in brand-new condition with original packaging.
  • Designer Home Spas reserves the right to refuse returns that do not meet the criteria mentioned above.
Cancelling An Order (Before Shipment)
  • Designer Home Spas permits order cancellations for standard in-stock products before shipping, with no penalty besides Shopify's payment processing fees (typically 2-4% depending on the card used).
  • If your order has been confirmed and shipped, please refer to our Return Policy.
  • Special-order or customized products cannot be canceled or returned. Charges will be applied immediately after confirming your purchase.
Replacing & Repairing Faulty Goods

Please contact our customer service team immediately if you discover a product fault within the warranty period. We will organize a specialist to repair the product at your home, or we will send you a replacement product. 

Contact Us

Our helpful online support specialists are available 24/7 to answer any of your questions. If you need more help or clearer answers,  call us at (305) 701-4029 or email us at customersupport@designerhomespas.com