Returns & Refund Policy

At Muskoka Hot Tub LTD, we are committed to delivering premium hot tubs, swim spas, and outdoor wellness products built for long-term comfort and performance. Because many of our products are custom ordered, oversized, and specially prepared for each customer, we maintain the following Returns & Refund Policy to ensure transparency and fairness for all purchases.

Order Confirmation & Deposits

Once a sales agreement has been signed and an order has been processed, production and scheduling may begin immediately. Initial deposits and down payments are required to secure your order and delivery schedule. As outlined in our sales agreement, deposits and payments made toward custom or confirmed orders are non-refundable.

Custom & Special Orders

Many of our hot tubs and swim spas are customized based on model selection, shell color, skirt color, accessories, and additional upgrades chosen by the customer. For this reason, custom and special-order products cannot be canceled, returned, or refunded once the order has entered processing or production.

Delivery & Inspection

Customers are responsible for ensuring proper site access, electrical setup, and installation requirements before delivery. Upon delivery, customers should carefully inspect the product for any visible damage or issues before installation is completed.

If your product arrives damaged or defective, you must notify Muskoka Hot Tub LTD within 48 hours of delivery. Photographs and supporting details may be requested to assist with the inspection and resolution process.

Refund Eligibility

Refunds may only be considered in limited circumstances approved by Muskoka Hot Tub LTD management. Approved refunds, if applicable, will be processed back to the original payment method within a reasonable processing period.

Shipping charges, delivery fees, installation costs, crane services, electrical work, and custom upgrade fees are non-refundable once services have been scheduled or completed.

Accessory Returns

Unused accessories and unopened retail items may be eligible for return within 14 days of purchase. Returned items must be in original packaging, unused, and accompanied by proof of purchase. Muskoka Hot Tub LTD reserves the right to refuse returns that do not meet these conditions.

Warranty Support

Products sold by Muskoka Hot Tub LTD may include manufacturer warranty coverage. Warranty claims are subject to the terms, conditions, and limitations provided by the manufacturer. Customers must maintain proper access around the spa for warranty service appointments as outlined in the sales agreement.

Customer Responsibilities

Customers are responsible for ensuring installation areas are level, accessible, and prepared according to delivery requirements. Electrical and site preparation must comply with local building and safety codes prior to installation.

Contact Us

If you have any questions regarding our Returns & Refund Policy, please contact us:

Muskoka Hot Tub LTD
2259 ON-11 S, Gravenhurst, ON
Email: info@muskokahottub.com
Phone: 705-388-6060