Return & Refund Policy – Exquisite Steam & Spa

Effective Date: November 20, 2024
Last Updated: November 20, 2024

Introduction

At Exquisite Steam & Spa, we want you to be completely satisfied with your purchase. If you're not happy for any reason, we accept returns within 14 days of delivery under the conditions outlined below.

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

Contact Information

If you have questions or need to initiate a return, please contact us:

📧 Email: Support@ExquisiteSteam.com
📞 Phone: (831) 534-9188
📍 Business Address: 30745 Pacific Coast Hwy, Ste 21 #1119, Malibu, CA 90265
⏰ Business Hours: Monday – Friday, 8:00 AM – 5:00 PM PST

Return Eligibility Requirements

To be eligible for a return, your item must meet the following conditions:

✅ Return requested within 14 days of delivery date
✅ Item is unused, unworn, and undamaged
✅ Original packaging, tags, labels, and all accessories included
✅ Valid proof of purchase (order number or receipt)
✅ Item is in resalable condition

Items That Do NOT Qualify for Return:

❌ Items returned after the 14-day return window
❌ Used, worn, damaged, or altered products
❌ Items missing original packaging, tags, or accessories
❌ Products showing signs of installation or use
❌ Items without proof of purchase

How to Initiate a Return

Follow these simple steps to return your product:

Step 1: Contact Us

Within 14 days of receiving your order, contact us via:

• Email: Support@ExquisiteSteam.com
• Phone: (831) 534-9188

Provide:

• Your order number
• Item(s) you wish to return
• Reason for return (optional but helpful)
• Photos (if item is damaged or defective)

Step 2: Receive Return Authorization

We will send you:

• RMA (Return Merchandise Authorization) number
• Return shipping instructions
• Return address
• Return shipping label (if applicable - see Section 5)

Important: Do not ship items back without an RMA number. Returns without authorization may not be processed.

Step 3: Package Your Return

• Place item(s) in original packaging with all accessories, manuals, and parts
• Include a copy of your order confirmation or packing slip
• Write the RMA number clearly on the outside of the package
• Secure packaging to prevent damage during transit

Step 4: Ship Your Return

Ship within 5 business days of receiving your RMA number to:

Return Address:
Exquisite Steam & Spa
Returns Department (RMA #_____)
30745 Pacific Coast Hwy, Ste 21 #1119
Malibu, CA 90265

Important: Keep your shipping receipt and tracking number until your refund is processed.

Step 5: Refund Processing

Once we receive and inspect your return (typically within 2-3 business days), we'll email you confirmation and process your refund according to the timelines in Section 7.

Return Shipping Costs

Who Pays for Return Shipping?

Return Shipping Costs:

• Customers are responsible for return shipping costs on standard returns (change of mind, wrong size, etc.)
• We recommend using a trackable shipping method with insurance
• Return shipping costs are non-refundable
• We provide free prepaid return labels for defective, damaged, or incorrect items

Important: If you refuse delivery or the package is returned to us as undeliverable, you are responsible for original shipping costs plus a 15% restocking fee.

Specific Return Scenarios

A. Change of Mind / Buyer's Remorse

If you simply changed your mind or no longer want the item:

✅ Return Window: 14 days from delivery
✅ Condition Required: Unused, undamaged, original packaging
✅ Restocking Fee: 15% of item price
✅ Return Shipping: Customer pays
✅ Refund Amount: Item price minus 15% restocking fee and original shipping costs (if applicable)

Example:

• Item Price: $100
• Original Shipping: $10 (if you paid for expedited)
• Restocking Fee: $15 (15%)
• Refund Amount: $85

B. Damaged or Defective Items

If your item arrived damaged or has a manufacturing defect:

✅ Reporting Window: 7 days from delivery (please report as soon as possible)
✅ Required: Photos or video of damage/defect
✅ Restocking Fee: None
✅ Return Shipping: We pay (free prepaid label provided)
✅ Refund Amount: Full refund including original shipping costs

How to Report Damage:

1. Do not discard packaging - we may need photos for carrier claims
2. Take clear photos of:
   • Shipping box/packaging (all sides)
   • Damaged item from multiple angles
   • Product label/serial number
   • Packing materials
3. Email photos to Support@ExquisiteSteam.com within 7 days
4. Include: Order number, description of damage, and tracking number

We will:

• Send a free prepaid return label within 24 hours
• Offer replacement (free expedited shipping) OR full refund
• File insurance claim with carrier on your behalf

Important: Damage claims must be reported within 7 days of delivery. Claims reported after 7 days may not qualify for full refund.

C. Wrong Item Shipped

If we accidentally sent you the wrong product:

✅ What to Do: Contact us immediately
✅ Return Shipping: We pay (free prepaid label provided)
✅ Restocking Fee: None
✅ Resolution: We'll send the correct item with expedited shipping at no charge OR issue full refund

We apologize for any inconvenience and will make it right immediately.

D. Item Not as Described

If the product you received doesn't match our website description:

✅ Reporting Window: 14 days from delivery
✅ Required: Explanation of discrepancy
✅ Return Shipping: We pay (free prepaid label provided)
✅ Restocking Fee: None
✅ Refund Amount: Full refund including original shipping costs

E. Product Never Arrived / Lost in Transit

If your order hasn't arrived within the estimated delivery window:

Step 1: Check tracking information for updates
Step 2: Wait 2 business days past estimated delivery date
Step 3: Contact us at Support@ExquisiteSteam.com

We will:

• Investigate with the shipping carrier
• File a lost package claim if confirmed missing
• Offer immediate replacement (free expedited shipping) OR full refund
• Process resolution within 3-5 business days of investigation

You will not be charged for lost packages - we take full responsibility.

Order Cancellations

Before Shipping (Order Processing Stage)

✅ Full refund available if order has not yet shipped
✅ No fees or penalties
✅ Refund processed within 3-5 business days

How to Cancel:

• Contact us immediately at Support@ExquisiteSteam.com or (831) 534-9188
• Provide your order number
• We'll confirm cancellation status

Important: Once an order ships, cancellation is no longer possible. You must follow the standard return process upon delivery.

After Shipping

Once your order has shipped, you cannot cancel. Options:

1. Refuse delivery - Package returns to us, refund issued minus 15% restocking fee
2. Accept delivery and return - Follow standard return process (Section 4)

Custom Orders & Special Products

Aquatica Hot Tubs & Custom-Manufactured Products

IMPORTANT: Aquatica hot tubs and other custom-manufactured products are FINAL SALE and cannot be returned, exchanged, or refunded once the manufacturing process begins.

Custom Order Policy:

❌ No returns accepted
❌ No refunds or partial refunds
❌ No exchanges allowed
❌ Cancellations only before manufacturing begins

What Qualifies as a Custom Order?

Custom orders include products that are:

• Made-to-order based on your specifications
• Personalized with custom colors, sizes, or configurations
• Specially manufactured by Aquatica or other manufacturers
• Non-stock items built specifically for your order

Custom Order Process:

1. Order Placed - You place your custom order online or via phone
2. Order Confirmation - We send confirmation with specifications
3. Manufacturing Authorization - You have 48 hours to review and approve OR cancel with full refund
4. Manufacturing Begins - After 48 hours or your approval, manufacturing starts
5. No Returns After This Point - Once manufacturing begins, the order is final sale

Custom Order Disclosure:

Custom products are clearly marked on our website with:

• "Custom Order - Final Sale" badge
• Notification during checkout
• Confirmation email reminder

You will be informed BEFORE purchase that custom items cannot be returned.

Exceptions:

We will accept custom order returns ONLY if:

• Product arrives damaged or defective (manufacturing defect, not cosmetic preferences)
• We shipped the wrong product or specifications
• Product does not match the approved specifications you confirmed

Manufacturer Approval Required: All custom order exceptions require approval from Aquatica or the respective manufacturer.

Non-Returnable Items

The following items cannot be returned under any circumstances (except if defective or damaged upon arrival):

❌ Custom or personalized products (see Section 8)
❌ Aquatica hot tubs (custom manufactured)
❌ Gift cards and store credit
❌ Digital downloads (e-books, software, digital content)
❌ Perishable goods (food, flowers, plants)
❌ Personal care items (opened hygiene products, cosmetics)
❌ Intimate or sanitary goods (underwear, swimwear - if tags removed)
❌ Hazardous materials (certain chemicals, flammable items)
❌ Final sale or clearance items (marked as "All Sales Final")
❌ Products showing signs of use or installation
❌ Items damaged by customer misuse or negligence

Note: Defective or damaged items from these categories may still qualify for refund or replacement. Contact us to discuss your specific situation.

Refunds

Refund Inspection Process

When we receive your return:

1. Inspection (2-3 business days) - We examine the item to verify it meets return eligibility requirements
2. Email Notification - We'll email you regarding refund approval or denial
3. Refund Processing - Approved refunds are processed within 7 business days

What We Check:

✓ Item condition (unused, undamaged)
✓ Original packaging and tags included
✓ All accessories and parts present
✓ No signs of use, wear, or installation
✓ Returned within 14-day window

Refund Approval Conditions

Full Refunds Issued For:

• Defective or damaged items (including original shipping)
• Wrong item shipped by us (including original shipping)
• Item not as described (including original shipping)
• Standard returns in perfect condition (minus restocking fee and original shipping if applicable)

Partial Refunds May Apply For:

• Items not in original condition or showing minor signs of use
• Items missing parts, accessories, or manuals (prorated refund based on missing items)
• Returns received after the 14-day window (subject to approval)
• Items with damaged or discarded packaging (if item itself is undamaged)
• Returns without prior authorization (RMA number)

Refunds Denied For:

• Items returned after 30 days from delivery
• Products that are used, worn, damaged by customer, or altered
• Non-returnable items (see Section 9)
• Returns without proof of purchase
• Items purchased from unauthorized retailers (not from our website)

Refund Amount Breakdown

Standard Return (Change of Mind):

Item Price:                    $100.00
Original Shipping (if paid):   - $10.00
Restocking Fee (15%):          - $15.00
Return Shipping (you paid):    - $8.00
--------------------------------
Refund Amount:                 $67.00

Defective/Wrong Item Return:

Item Price:                    $100.00
Original Shipping:             + $10.00
Return Shipping:               $0.00 (we provide free label)
Restocking Fee:                $0.00
--------------------------------
Refund Amount:                 $110.00 (full refund)

Refund Timing

Refund Processing Timeline:

Total Time: Most refunds appear in your account within 10-14 business days from when we receive your return.

Refund Method:

• Refunds are issued to your original payment method (credit card, PayPal, etc.)
• We do not issue refunds via check, cash, or wire transfer
• Gift card purchases are refunded as store credit only

Bank Processing Times:

• Credit Cards: 3-5 business days
• Debit Cards: 5-10 business days
• PayPal: 1-3 business days
• Bank Transfers: 5-10 business days

Note: We process refunds within 7 business days, but your bank or payment provider controls when the funds appear in your account. If you don't see your refund after 14 business days, contact your bank first, then contact us if the issue persists.

What Gets Refunded

Items Included in Refund: ✅ Product purchase price
✅ Original shipping costs (only for defective/wrong items)
✅ Applicable taxes

Items NOT Refunded: ❌ Return shipping costs (unless we provide prepaid label)
❌ Restocking fees (when applicable)
❌ Original shipping costs (for standard returns)
❌ Gift wrap or special packaging fees
❌ Third-party services (installation, assembly)

Exchanges

We offer exchanges in the following situations:

A. Defective or Damaged Item Exchange

✅ Free exchange with expedited shipping
✅ No restocking fee
✅ Free return shipping (we provide prepaid label)
✅ Processing: 1-2 business days after receiving defective item

B. Wrong Item Shipped Exchange

✅ Free exchange with expedited shipping
✅ No restocking fee
✅ Free return shipping (we provide prepaid label)
✅ Processing: Same day or next business day

C. Size/Color/Style Exchange (Customer Preference)

✅ Exchange available if item is in stock
✅ Customer pays return shipping to send original item back
✅ Customer pays shipping for new item (or free if qualifies for free shipping)
✅ 15% restocking fee may apply if price difference
✅ Processing: 2-3 business days after receiving original item

How to Request an Exchange:

1. Contact us at Support@ExquisiteSteam.com with:
   • Order number
   • Item to exchange
   • Desired replacement (size, color, style)
2. We'll check availability and provide instructions
3. Ship original item back with RMA number
4. New item ships upon receipt of original

Important:

• Exchanges are subject to product availability
• If replacement is out of stock, we'll offer a refund or store credit
• Price differences may require additional payment or partial refund
• Custom orders (Aquatica hot tubs) are NOT eligible for exchanges

Return Timelines Summary

Late Returns:

• Returns requested after 14 days may not be accepted
• Late returns are evaluated case-by-case and may incur additional fees
• Contact us immediately if you have extenuating circumstances

International Orders (Currently Not Applicable)

We currently do not ship internationally. All orders are domestic (United States only).

If international shipping becomes available in the future:

• International returns will require customer to pay return shipping and customs fees
• Refunds will not include original international shipping costs or customs duties
• International returns may take 3-4 weeks to process due to customs

Warranties & Manufacturer Defects

Product Warranties

Many of our products come with manufacturer warranties that cover defects in materials or workmanship.

Warranty Coverage:

• Varies by manufacturer (typically 1-5 years)
• Covers manufacturing defects only (not wear and tear or misuse)
• May require registration with manufacturer
• Warranty terms are provided with your product

For Warranty Claims:

1. Check your product documentation for warranty terms
2. Contact the manufacturer directly for warranty service
3. Contact us if you need assistance locating warranty information

Note: Our 14-day return policy is separate from manufacturer warranties. After 14 days, defects may be covered under manufacturer warranty rather than our return policy.

California Consumer Rights

As a California-based business, we comply with California consumer protection laws.

California Residents Have the Right To:

• Clear disclosure of all fees and charges before purchase
• Prompt refund processing (within stated timeframes)
• Non-discrimination for exercising return rights
• Privacy of personal information (see our Privacy Policy)

California Civil Code § 1723: Certain products may be subject to California's 30-day return policy requirements. Please contact us if you have questions about your specific product.

For California Consumer Complaints: California Department of Consumer Affairs
1625 North Market Blvd., Suite N 112
Sacramento, CA 95834
(800) 952-5210
www.dca.ca.gov

Your Legal Rights

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

Federal Trade Commission (FTC): You have consumer protection rights under the FTC Act. For more information, visit: www.ftc.gov

State Consumer Protection: Your state may provide additional consumer protection rights beyond this policy. This policy does not waive those rights.

Dispute Resolution: If you have a concern about our return process, please contact us first. We're committed to resolving issues fairly and promptly.

Fraudulent Returns & Abuse Prevention

We reserve the right to refuse returns or issue partial refunds in cases of suspected fraud or policy abuse, including:

• Excessive returns (returning more than 50% of purchases)
• Returning used items as "unused"
• Switching products or returning different items
• Claiming damage that was caused by customer
• Serial returners or wardrobing (using items and returning)

Actions We May Take:

• Refuse future returns
• Ban customer accounts from making purchases
• Charge restocking fees up to 50% for fraudulent returns
• Pursue legal action for fraud or theft

We track return patterns to ensure fairness for all customers. Genuine returns are always welcome, but we must protect against abuse.

Policy Changes & Updates

We reserve the right to update this Return & Refund Policy at any time. Changes will be effective immediately upon posting to our website.

How We Notify You:

• Updated "Last Updated" date at the top of this page
• Email notification for material changes (if you're subscribed)
• Notice on homepage for significant policy changes

Your Responsibility:

• Review this policy periodically for updates
• The version in effect at the time of your purchase applies to your order
• Continued use of our website constitutes acceptance of policy changes

Contact Us & Customer Support

For Questions, Returns, or Assistance:

📧 Email: Support@ExquisiteSteam.com
📞 Phone: (831) 534-9188
📍 Address: 30745 Pacific Coast Hwy, Ste 21 #1119, Malibu, CA 90265
⏰ Business Hours: Monday – Friday, 8:00 AM – 5:00 PM PST

Return Shipping Address:
Exquisite Steam & Spa
Returns Department (RMA #_____)
30745 Pacific Coast Hwy, Ste 21 #1119
Malibu, CA 90265

Response Times:

• Email inquiries: Within 24 business hours
• Phone calls: Immediate assistance during business hours
• Return authorizations: Within 24 hours of request

We're here to help! Our customer service team is committed to making your return experience as smooth and hassle-free as possible.

Frequently Asked Questions (FAQ)

Q: How long do I have to return an item?
A: 14 days from the delivery date.

Q: Do I have to pay for return shipping?
A: Yes, for standard returns (change of mind). No, we provide free labels for defective/wrong items.

Q: Is there a restocking fee?
A: 15% restocking fee applies to standard returns (change of mind). No fee for defective or wrong items.

Q: Can I return custom Aquatica hot tubs?
A: No, custom orders are final sale once manufacturing begins (you have 48 hours to cancel before manufacturing).

Q: How long does it take to get my refund?
A: 10-14 business days from when we receive your return (7 days for us to process + 3-7 days for your bank).

Q: Can I exchange instead of returning?
A: Yes! Contact us and we'll arrange an exchange if the item is in stock.

Q: What if my item arrived damaged?
A: Contact us within 7 days with photos. We'll send a free return label and provide a full refund or replacement.

Q: Can I return an item without the original packaging?
A: Items must be in original packaging to qualify for full refund. Returns without packaging may receive partial refunds.

Q: What if I miss the 14-day return window?
A: Contact us anyway - we evaluate late returns case-by-case. Some exceptions may apply.

Q: Do you accept returns on sale or clearance items?
A: Yes, unless marked "Final Sale." Standard return policy applies with 15% restocking fee.

By placing an order on www.ExquisiteSteam.com, you acknowledge that you have read, understood, and agree to this Return & Refund Policy.

Last Updated: November 20, 2024
Version: 2.0 (Google Merchant Center Compliant)