PSS - Returns, Warranties, & Cancellations

All returns and warranty claims and returns MUST be accompanied by an RMA/RGA Number (Return Merchandise/Goods Authorization) or they WILL NOT be accepted. 

***To receive an RMA/RGA, please submit the form at the bottom of this page with the required information. An RMA/RGA number will then be issued by our returns department via email, within 24-48 business hours.***

Cancellation Policy for Online Orders

Any order placed can be cancelled after payment but only if the order is cancelled before the items are shipped. If you wish to cancel an order, please contact us during regular business hours (8 a.m. to 5 p.m. Mon-Fri) by e- mail to [email protected] or via the contact form. If the order is placed during non-business hours (evening or weekend) please contact us no later than noon on the next business day. Orders that have been shipped are ineligible for cancellation and the Returns Policy becomes applicable (see below). Orders that are cancelled after payment has been made will be refunded via the same payment method (credit or debit card) within three business days of cancelling the order.

***To receive an RMA/RGA, please submit the form at the bottom of this page with the required information. An RMA/RGA number will then be issued by our returns department via email, within 24-48 business hours.***

If your product was damaged in transit you must notify us within 5 days of receiving your package. Any claims past the 5 day period cannot be accepted. Freight damage must be documented with photographs. Please submit a damage claim with photographs using the "Damaged Shipment" form found at the bottom of our website and also linked HERE.

Please keep your original packing slip, it has information you will need to receive a refund or replacement part.  

• No product return will be accepted without a valid RMA/RGA number. 
• Please note not all items are eligible for return, IE light bulbs.
  
• Your return must be requested within 30 days of purchase. 
• The return must be sent back to us at the return address provided with the RMA/RGA within 15 days.
• Merchandise must be in original, salable packaged condition without cosmetic or other damage. 
• Original shipping & handling charges are not refundable. 
• Return shipping costs are the responsibility of the buyer. Save the tracking information for your return shipment. 
• Returns may be rejected or subject to a 25% restocking fee, or refused, If not in new condition.
• For items over $200, please include photos of the product you are returning. If the item is still inside of the packaging it arrived in and unopened, please provide images of the packaging.
  
• Orders receiving any free freight offer will have the freight deducted from the original purchase price.

Electronic items that have been installed cannot be refunded, as if you order and attempt to install the wrong electronic part there is a good chance the part is damaged. We do warranty all of our parts, but if the item is destroyed by misuse or improper installation you will not be covered. Return shipping costs are the responsibility of the buyer. Save the tracking information for your return shipment. 

Circuit Boards:

***Circuit boards cannot be returned after they have been installed. Please reach out to us for assistance if you are unsure as to which circuit board you require. Please reach out to us with your hot tubs make, model, and serial number, as well as any photos of the stickers on your existing control box and board. A photo of your existing topside panel would also be helpful.***

Heater connection screws/nuts need to be tight and secure. (Torque Specs = 30-35 inch lbs.)   

• Failure to not tighten can cause heat/resistance and fry the board at these points.
• Damage at these points is caused by a loose connection. This is not a manufacturing defect, and is not covered by the manufacturer’s warranty.
  
• We also recommend replacing both copper straps with the new style jump straps, part number 48-0023A. 

Warranties, Returns, & Refunds

1. Use original product boxes and bags when available.
2. Please pack your return well, including sufficient packing material to protect your return from damage. If you use peanuts or similar material, please bag the repair items to prevent intrusion of peanuts into the product. Great examples are control systems, pumps and wet ends, heater assemblies, and so on.
3. Please note that if your returned product arrives at PSS in a damaged condition due to improper packaging, you will be held liable for the cost of the product as well as any expense to either repair or return the product to you.
4. Make sure you indicate on the shipping label that this is a return and make sure your RMA/RGA number is legibly placed on the outside of the box near the shipping label, or in the return address itself. Failure to do this will result in a substantial delay in the processing of your return!
5. Don't forget to insure your return when shipping it if the value is over $100.00. Failure to do this will expose you to the cost of the product if the shipment is lost or misdirected by the carrier.
6. Parts returned for refund must be returned in new condition. For example, if a topside panel has been stuck down to the tub it may not be returned, as it cannot be sold as new.
7. Warranties can take up 6 weeks to be received, tested, and repair, replaced, or credited by the manufacture.

RMA/RGA

Items that are returned to PSS fall into three general categories:  product that has failed in the field, product that was ordered incorrectly by the customer, and product that was sold or shipped incorrectly by us.  Although we all strive to perform at the highest level possible, we know that mistakes will sometimes be made.  All we ask of you is to call us or fill out the form below for an RMA/RGA number when there is a need to ship product back to us.  There are many instances in which customers improperly install a part and assume the part is bad, and our staff can often help in those instances. It is also common for a customer to have a technician at their residence to install the part, yet this "professional" has incorrectly installed the part or claims it's not the correct part.  We are here to help! Please contact us, as we'd like to help, and we've been in the industry for over 30 years. The RMA/RGA we issue helps us prepare for the arrival of the product so when it gets here we can deal with it quickly and efficiently.  We do require that you send the product to us within 30 days after we issue the RMA/RGA or you will be financially liable for any replacement product that was sent to you on a warranty replacement basis.  Products sent to us on a RMA/RGA number older than 30 days will not be accepted. Returned merchandise must be in resalable condition and a copy of the original invoice or the invoice number must be included. All returned product must be authorized for return and in sale-able condition. These returns will be subject to a minimum 25% restocking charge, and credit will be applied to your account.  Returns for credit will not be accepted 30 days after the invoice date. Contact the Customer Service Department for a Return Merchandise Authorization (RMA/RGA) number. The RMA/RGA numbers are void after 30 days of their issuance. Please include a copy of the original paperwork with complete documentation regarding the return, and mark the RMA/RGA number on the outside of the package to help expedite your return. PLEASE SEE NOTE BELOW ON PACKAGING YOUR RETURNS. All returns will be credited to your account. No cash refunds will be made. 

Warranty is void if

1. The unit is not installed per the instructions
2. Is connected to improper voltage
3. Is subjected to chemical corrosion
4. Is mechanically or electrically altered in any way
5. Is subjected to immersion in water
6. Contacts show evidence of short circuiting or the unit has been visibly damaged by accident or misuse or which has been damaged by wind, rain, lightning, freezing, or other natural causes;
7. Or upon which the serial number or manufacture date has been altered, effaced or removed.

Packaging Your RMA/RGA Goods For Return

Please pack your return well, including sufficient packing material to protect your return from damage.  If you use peanuts or similar material, please bag the repair items to prevent intrusion of peanuts into the product.  Great examples are control systems, pumps and wet ends, heater assemblies, and so on.  Please note that if your returned product arrives at PSS in a damaged condition due to improper packaging, you will be held liable for the cost of the product as well as any expense to either repair or return the product to you.  Make sure you indicate on the shipping label that this is a return and make sure your RMA/RGA number is legibly placed on the outside of the box or on the shipping label.  Failure to do this will result in a substantial delay in the processing of your return! Don’t forget to insure your return when shipping it if the value is over $100.00.  Failure to do this will expose you to the cost of the product if the shipment is lost or misdirected by the carrier. Save the tracking information for your return shipment. 

We warranty all of our parts, but if the item is destroyed by misuse or improper installation you will not be covered.  Please fill out and submit the warranty/returns form at the bottom of this page. 

Return shipping costs are the responsibility of the customer / buyer.  Save the tracking information for your return shipment. 

Warranties & Returns

PSS - Pool Spa Supplies (Spa Supplies USA, LLC.) will honor the original manufacturer's warranty on the products it sells. PSS assumes no liability for any injury, loss or damage resulting from the improper use of or malfunction of an item we sell. Our liability is limited specifically to the replacement of defective parts as provided by the manufacturer's warranty. We will examine merchandise you send to our facility for warranty as per the requirements of the manufacturer. We will look at such things as date of original sale, product date codes, chemical or physical damage, and evidence of unreasonable use. Parts with physical damage are not considered warrantable. If you receive damaged goods, please notify our customer service department immediately. Do not use or install physically damaged parts, as they will not be returnable. The final determination as to if the product is warrantable will be made by the manufacturer or by PSS as the manufacturer's agent. All warrantable items will be credited to your account, or replaced with a like item. In some cases, the replacement item will be a repaired and reconditioned unit. Items determined not to be warrantable will be returned to the dealer and the dealer will be liable for any payment of replacement parts that were previously sent to support the Warranty.

Different manufacturers offer different warranty regarding their parts. Many parts in the pool and spa industry come with a 1 year warranty, but some manufacturers only offer a 6 month warranty. For example, Sundance Spas & Jacuzzi Hot Tubs offers a 6 month warranty on all of their parts (180 Days from the date of purchase). Bullfrog Spa parts carry a 90 day factory warranty. We will send a replacement for any part that fails under normal use within the warranty period. Once the failed part has been tested and confirmed failed by the factory’s warranty department, we will send a replacement part.

Below is the outline of restocking fees on product that has been returned within 30 days from the date of shipment.

0% - Warrantable Return: The part is still covered under warranty
0% - PSS shipping error: The error is our mistake
10% - Refused or Undeliverable Shipment, customer never takes possession
15% - Customer error: Customer ordered the wrong part for their needs
15% - Received, opened, evaluated, not installed, returned intact, but picked through

Final restocking charges are based on the condition and age of the product that arrives to PSS warehouse.

Restocking Charges for Parts:
Individual parts return will be replaced after warranty after evaluation & inspection. No used parts will be submitted for credit, only repair or replacement under warranty.

0% New part sent: 

• Warrantable part returned
• PSS Shipping error

20% New part sent: 

• Wrong part ordered. Returned part not opened or used

• Didn’t need. Returned part unopened or unused

• Non-Warrantable failure
• No part returned within 45 days
• Part returned had been installed, didn’t need, didn’t fix
• Product meets specifications, power cord cut

Final restocking charges are based on the condition and age of the product that arrives to PSS.

Freight Damage
PSS is not responsible for merchandise lost, damaged or destroyed after picked up by carrier for return shipping, and consigned to purchaser. Save the tracking information for your return shipment.

NOTE: Special Order items are subject to a separate policy. 

Please fill out the warranty/returns form below and our Warranty/Returns department will reply with an RMA number and the correct address for your return.