Return & Restocking Policy
Last updated: May 22, 2026
East Texas Hot Tub Co. sells high-ticket wellness products that are inspected, ordered, delivered, and installed through our showroom team. Return eligibility is limited and is handled according to the purchase agreement, manufacturer warranty, and the policy below.
Returns
We accept returns for defective products only. If a product is defective, contact us promptly so our team can inspect the issue, coordinate warranty support when applicable, and determine the appropriate remedy.
Non-defective hot tubs, swim spas, saunas, cold plunges, chemicals, accessories, special orders, and installed products are not eligible for return unless a different written agreement is included in your purchase documents.
Exchanges
We do not accept product exchanges. If there is a product defect, we will review the issue under the defective-product return process and the applicable manufacturer warranty.
Cancellations & Restocking Fees
Hot tubs, swim spas, and saunas are high-ticket freight items. Once we've ordered your unit from the manufacturer, we can't cancel or return it without incurring real cost. The fees below apply to every purchase and are spelled out in your Purchase Agreement at signing.
| When you cancel | What you get back |
|---|---|
| Within 3 business days of signing | Full deposit refund |
| After 3 days, before we place the manufacturer order | Full deposit refund minus a $200 administrative fee |
| Stock unit, after manufacturer order placed | 20% restocking fee of the purchase price. Your deposit applies first; any excess is refunded. |
| Special order, after manufacturer order placed | 100% non-refundable. Customer is also liable for any additional manufacturer restocking charges in excess of the deposit. |
| After delivery and installation | All sales final. Manufacturing defects covered under manufacturer warranty. |
What counts as a special order?
Any item the manufacturer ships specifically for your purchase rather than one we pull from existing stock. The following are always treated as special orders:
- All Tylö saunas
- All Endless Pools swim spas
- All Vigor cold plunges
- Custom shell or cabinet colors
- Custom-configured spas (color, cover upgrade, ozone add-on, etc.)
Your salesperson will mark any special-order items on your Purchase Agreement at signing.
When you accept a quote online or sign a Purchase Agreement, you're separately acknowledging this policy in writing. We'll also notify you by email or text within 2 business days of placing your manufacturer order, so you know exactly when the restocking fees take effect.
Warranty Service
Many products we sell are covered by manufacturer warranties. Warranty service, parts, labor, and remedies are subject to the manufacturer's terms. As an authorized dealer, we help customers coordinate eligible warranty claims.
Contact Us
For return or warranty questions, contact the showroom where you purchased your product or use our contact form.
Tyler: (903) 561-7565
Longview: (903) 238-8021