Refund policy
Last updated: October 1, 2026
No voluntary change-of-mind returns
We do not offer voluntary returns, exchanges, or refunds for a change of mind, personal preference, an incorrect selection by the customer, or a product that is no longer wanted. Please check specifications, dimensions, site access, and installation requirements before ordering. This restriction applies only where permitted by law.
Defective products
Our voluntary return policy covers products delivered with a manufacturing defect. Submit your request within 30 calendar days after delivery. Later claims remain subject to any applicable warranty and statutory rights; this 30-day period does not shorten those rights.
Email contact@timbersoak-hot-tubs.com with your order number, a description of the defect, and clear photographs or video when reasonably available. We may request further information or inspection to establish the fault. A request alone does not establish that a product is defective, but decisions will be based on the evidence and applicable law.
Damage caused after delivery by misuse, improper installation, unauthorized modifications, accidental damage, or normal wear is not a manufacturing defect. Such exclusions apply only to the extent the damage was caused by that conduct and do not remove statutory rights.
Return process and costs for defects
Contact us before arranging shipment so that we can provide a return authorization, the correct return destination, and suitable parcel or freight instructions. Our business correspondence address is not automatically a return warehouse. Do not dispatch a hot tub, sauna, or other bulky product without return-shipping instructions.
For a confirmed defective product covered by this policy, we arrange or pay the necessary standard return shipping. No restocking fee applies. Pack the product securely; retain the original packaging when practical. Missing original packaging alone does not remove statutory remedies.
Refunds
Once the defect is confirmed and the product has been returned when reasonably required, we refund the price paid for the affected product and any delivery charges that must be reimbursed under applicable law. We issue approved refunds to the original payment method within 10 business days, or sooner where the law requires. Bank posting time may be additional. We do not impose store credit in place of a legally required monetary refund.
Incorrect, damaged, missing, or delayed orders
Contact us promptly if you receive the wrong item, goods damaged in transit, or an incomplete order, or if your order does not arrive. We investigate with the carrier or supplier and provide the remedy required by applicable law. If we cannot ship within the promised period, we provide notice and any legally required opportunity to accept a revised date or cancel for a refund. The no-change-of-mind rule does not allow us to retain payment for an order we cancel or cannot lawfully fulfill.
Mandatory withdrawal and consumer rights
Where a statutory cancellation or withdrawal right applies, it takes priority over the restrictions above. In particular, eligible consumers covered by EU/EEA or UK distance-selling rules generally have 14 days after delivery to notify us that they wish to withdraw, without giving a reason, subject to statutory exceptions. No blanket custom-made or hygiene exception applies to all products.
To exercise an applicable withdrawal right, send an unequivocal statement to our email or correspondence address. Include your name, order number, items, and delivery date. You may use the model notice below, but it is not compulsory. Send the goods back within 14 days after notifying us, unless a different legal rule applies or we arrange collection.
Where those rules apply, we reimburse the order and standard outbound delivery charge within 14 days after receiving the withdrawal notice. Where legally permitted, we may withhold reimbursement until the goods are received or you provide evidence of return, whichever occurs first. Any premium paid above standard delivery is not refundable unless the law requires it. You bear direct return costs only where this was validly disclosed before purchase and the law allows it; otherwise we bear those costs. Any deduction for diminished value is limited to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, where permitted by law.
Nothing in this policy excludes mandatory remedies for nonconformity, defective goods, misdescription, or non-delivery, including rights that continue beyond a commercial warranty.
Model withdrawal notice
To TimberSoak at the contact details below:
I hereby give notice that I withdraw from my contract for the following goods: [goods].
Order number: [number]. Ordered on / received on: [dates].
Consumer name and address: [details].
Date: [date]. Signature: [only if sent on paper].
Contact
TimberSoak, trading as TimberSoak Hot Tubs
1200 Example Plaza, Suite 450
Austin, TX 78701
United States
Email: contact@timbersoak-hot-tubs.com