Refund policy

Returns & Exchanges Policy

Policy Overview
At Aurora Spas, we understand that purchasing a hot tub, sauna, or cold plunge is a significant investment. Our return and exchange policy is designed to provide clarity and confidence while maintaining the high standards required for specialty wellness products. We are committed to handling every request with fairness, professionalism, and prompt communication.

Return & Exchange Eligibility
To qualify for a return or exchange, items must be new, unused, and in their original packaging, with all accessories, components, and documentation included. Products that have been installed, filled with water, wired, or otherwise used are not eligible for return. Because these are premium, high-value items, condition standards are strictly applied to ensure quality and safety for all customers.

Return Window
Returns must be requested within 30 days of delivery. The return window begins on the date the item is marked as delivered by the carrier.

Return Shipping Responsibility
For customer-initiated returns (such as a change of mind), the customer is responsible for return shipping costs. We can provide prepaid return labels for eligible items, and the cost of the label will be deducted from the final refund. There is no restocking fee.

If the return is due to a defective product or an error on our part, Aurora Spas will cover all associated shipping costs.

How to Start a Return or Exchange (RMA Process)
To begin a return or exchange, please email support@auroraspas.com with your order number and a brief explanation of the request. Our team will provide a Return Merchandise Authorization (RMA) along with detailed instructions. Items returned without prior authorization may not be accepted. We recommend retaining all original packaging until you are certain you will keep the product.

Damaged or Defective Items
We carefully coordinate insured shipments; however, transit damage can occasionally occur. If your item arrives damaged, please document the condition with photos and notify us promptly.

For freight (LTL) deliveries, damage must be reported within 48 hours of delivery.
For small parcel shipments (UPS, FedEx, USPS), damage must be reported within 15 days of delivery.

If a product is confirmed to be defective or damaged in transit, we will arrange replacement parts, a full replacement, or a return at no cost to you.

Cancellations
Orders canceled before shipment are eligible for a full refund. Once an order has shipped, it falls under our standard return policy.

Refund Processing Time
Refunds are processed within 7 business days after the returned item is received and inspected. Approved refunds are issued to the original payment method, including the original shipping cost.

Our Error vs. Customer-Initiated Returns
If a return is required due to our error—such as receiving the wrong item—or due to a verified defect, we assume full responsibility for shipping costs and resolution.

For returns initiated by the customer for reasons unrelated to product defect or shipping damage, return shipping costs are the customer’s responsibility.

Exchanges Process
Exchanges are handled as a return followed by a new order. Customers are responsible for both return shipping and reshipment costs when requesting an exchange for personal preference or product selection changes.

Our Commitment to You
Aurora Spas is built on long-term relationships, not one-time transactions. If questions arise before or after your purchase, our support team is here to help. We are committed to resolving concerns promptly and professionally so you can feel confident in your investment and your experience with us.