Return and Refund Policy

Return & Refund Policy

Effective Date: July 23, 2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through our website www.ExquisiteSteam.com.

2. Contact Information

📧 Email: Support@ExquisiteSteam.com
📞 Phone: (831) 534-9188
📍 Address: 30745 Pacific Coast Hwy, Ste 21 #1119, Malibu, CA 90265
⏰ Hours: Monday–Friday, 8 AM–5 PM PST

3. Return Eligibility

  • You may return your product within 7 days of receipt without giving a reason.
  • Item must be unused, undamaged, and in original packaging with tags attached.
  • A valid receipt or proof of purchase is required.

4. How to Initiate a Return

  1. Contact us via email or phone within 7 days of receipt.
  2. Provide your order number and return reason.
  3. We'll send you an RMA number and a prepaid return label (if applicable).
  4. Package the item securely, include manuals/accessories, and attach the label.
  5. Ship within 3 days of receiving the RMA instructions.

5. Return Shipping Costs

Unless the item is defective or incorrect, the customer is responsible for return shipping costs.

6. Specific Return Conditions

6.1 Change of Mind

  • Returns must be requested within 7 days.
  • A 25% restocking fee will be deducted from the refund.

6.2 Damaged or Defective Items

  • Contact us within 2 days with photos or video.
  • We will replace or refund in full, including return shipping.

6.3 Incorrect Items

If you received the wrong item, contact us immediately. We’ll arrange return shipping and send the correct product.

6.4 Product Never Arrived

If your item hasn’t arrived within the estimated time, we’ll investigate. If confirmed lost, we’ll issue a full refund or send a replacement.

6.5 Order Cancellation

  • Before shipping: Full refund available except on Aquatica custom ordered products if they are already in the process of being custom manufactured. That will be a decision approved or not approved by Aquatica.
  • After shipping: Follow the return process above upon receipt.

7. Non-Returnable Items

  • Custom or personalized products
  • Perishables (food, flowers, etc.)
  • Opened sanitary goods (e.g., underwear, personal care)
  • Gift cards and digital downloads

  •         Aquatica Hot tubs are custom orders - No returns, partial refunds or exchanges allowed per the manufacturer on custom ordered products

8. Refunds

8.1 Refund Conditions

  • We inspect all returns upon arrival.
  • We’ll email you regarding refund approval.

8.2 Refund Timing

Approved refunds are processed to the original payment method within 7 business days. It may take additional time for your bank to post the refund.

8.3 Partial Refunds

Partial refunds may apply for:

  • Items not in original condition
  • Missing parts or manuals
  • Returns after the 7-day window

  •           Aquatica Hot tubs are custom orders - No returns, partial refunds or exchanges allowed per the manufacturer on custom ordered products

9. Exchanges

If an item is defective or incorrect, we’ll exchange it at no cost. For exchanges due to buyer preference, the customer is responsible for shipping. Aquatica Hot tubs are custom orders - No returns, partial refunds or exchanges allowed per the manufacturer on custom ordered products

10. Timelines

  • Returns must be reported and shipped within 7 days of delivery.
  • Refunds processed within 7 business days of return receipt.

11. Legal Rights

This Return & Refund Policy does not affect your statutory rights under applicable law.

12. Questions & Support

📧 Email: Support@ExquisiteSteam.com
📞 Phone: (831) 534-9188
🌐 Visit: www.ExquisiteSteam.com

By placing an order on our website, you agree to the terms of this Return and Refund Policy.