Refund policy

Because SpaCrete products are oversized, freight-shipped, and may be made to order, returns, cancellations, and refused deliveries are limited and subject to approval.

Please also review our Warranty, Shipping, Delivery & Receiving, and Terms of Service.

 

Return Requests

 

Return requests must be submitted within 30 days of delivery, as confirmed by the carrier’s delivery record, proof of delivery, or tracking information.

Do not send any item back without prior written return authorization from SpaCrete. Unauthorized returns will not be accepted.

To request a return, please contact SpaCrete through our Contact Us page.

 

Eligibility for Return

 

To be eligible for return, the item must be:

  • unused
  • uninstalled
  • unmodified
  • in original, resalable condition
  • returned in its original packaging and shipping crate
  • properly re-crated to protect the product during return transit
  • returned with all included components, materials, and documentation

Items showing signs of installation, use, damage, alteration, improper handling, inadequate repackaging, or insufficient crating may be refused or may be subject to a reduced refund.

 

Return Shipping

 

For approved non-defective returns, the customer is responsible for arranging and paying all return shipping or freight unless SpaCrete agrees otherwise in writing.

SpaCrete may provide return instructions and, where applicable, assist in coordinating a return, but return shipping or freight remains the customer’s responsibility unless SpaCrete expressly agrees otherwise in writing.

If SpaCrete arranges, prepays, or incurs any return shipping, freight, storage, handling, or related logistics cost on the customer’s behalf, that amount may be deducted from the refund.

SpaCrete is not responsible for loss or damage during return transit arranged by the customer. Customers are strongly encouraged to use an appropriate, trackable, and insured shipping or freight method.

 

Change-of-Mind Cancellations After Order Placement

 

If a customer requests to cancel a non-defective order after it has been placed but before delivery, SpaCrete may treat the request as an approved change-of-mind cancellation.

If approved, a 10% restocking and payment processing fee will be deducted from the refund.

Any shipping, freight, storage, handling, or other logistics costs already incurred, committed, or non-recoverable at the time of cancellation may also be deducted from the refund. If outbound shipping or freight has not yet been incurred, committed, or become payable, those charges will not be applied.

Custom products, made-to-order products, special-order products, personalized products, sale items, clearance items, and any item marked final sale are not eligible for change-of-mind cancellation unless SpaCrete agrees otherwise in writing.

 

Refused Deliveries

 

If a shipment is refused, abandoned, or cannot be completed due to inaccurate delivery information, site access constraints, failure to receive the shipment, non-payment of required charges, or other circumstances outside SpaCrete’s control, SpaCrete may treat the order as a return.

In such cases, any resulting outbound shipping or freight charges, return shipping or freight charges, storage fees, re-delivery fees, handling charges, customs-related charges, turn-back charges, and the 10% restocking and payment processing fee may be deducted from any refund.

If no refund remains after these deductions, the customer is responsible for any outstanding balance.

 

Non-Returnable Items

 

The following items are not eligible for return:

  • custom products
  • made-to-order products
  • special-order products
  • personalized products
  • sale items
  • clearance items
  • any item marked final sale

If you have questions about whether a product is returnable, please contact SpaCrete before purchasing through our Contact Us page.

 

Inspection, Damage, and Manufacturing Defect Claims

 

Please inspect your order immediately upon delivery and before the bathtub is removed from the shipping-crate bottom, uncrated, moved from the original delivery location, or installed.

Any claim for visible shipping damage, manufacturing defect, or incorrect product must be reported promptly to SpaCrete while the bathtub remains affixed to the shipping-crate bottom and before the product leaves the original delivery address.

Failure to inspect and report such issues before the bathtub is removed from the shipping-crate bottom, moved from the original delivery address, or installed may limit or void the claim to the extent permitted by law.

When submitting a claim, please include:

  • your order number
  • a description of the issue
  • clear photos of the product
  • clear photos of the packaging, crate, and any visible damage
  • any other information reasonably requested by SpaCrete to evaluate the claim

SpaCrete will review the claim and determine the appropriate remedy. Approved remedies for items confirmed by SpaCrete to be damaged, defective, or incorrectly supplied will not be treated as discretionary returns.

 

Exchanges

 

SpaCrete does not offer direct exchanges on returned items.

If a return is approved and you would like a different product, a separate purchase will be required unless otherwise agreed by SpaCrete in writing. Standard return rules for non-defective returns apply to exchange-related returns.

 

Duties and Taxes

 

Any duties, import taxes, brokerage fees, customs charges, or similar governmental charges assessed in connection with delivery are the sole responsibility of the customer and are non-refundable unless otherwise required by law.

If you are returning an item internationally, you are responsible for ensuring the shipment is correctly declared as a return with the applicable customs authority.

A package returned, refused, or turned back due to non-payment of customs, duties, taxes, brokerage fees, or similar charges may be ineligible for a refund, or may remain subject to return shipping, turn-back charges, storage fees, customs-related charges, and any other resulting costs.

SpaCrete is not responsible for any additional duties, taxes, penalties, brokerage fees, clearance charges, or other costs arising from the return shipment.

 

Refunds

 

Once an approved return is received and inspected, SpaCrete will notify you whether the refund has been approved.

For approved non-defective returns, the refund will be calculated as the original purchase price paid, less:

  • original outbound shipping or freight charges
  • a 10% restocking and payment processing fee
  • any return shipping, freight, storage, handling, customs-related, turn-back, or related logistics costs incurred by SpaCrete on the customer’s behalf
  • any deduction for loss in value if the item is not returned in original, unused, uninstalled, properly re-crated, and resalable condition

For clarity, the 10% restocking and payment processing fee is retained to cover payment processing, administrative handling, restocking, and related costs associated with the order and return process, and is not a penalty.

The 10% restocking and payment processing fee does not apply to approved claims for items confirmed by SpaCrete to be damaged, defective, or incorrectly supplied.

If approved, any refund will be issued to the original payment method. Please allow additional time for your bank or credit card provider to process and post the refund.

 

Contact

For return requests or return-related questions, please contact SpaCrete through our Contact Us page.