Refund policy
Most eligible products purchased from Leisure Time Inc., either online or in store, may be returned or exchanged within 30 days of the purchase date for in-store purchases or the delivery date for online orders.
To be eligible for a return, the item must be unused, unopened, in the same condition received, and in its original packaging with all parts, accessories, manuals, and documentation included. Opened, installed, used, damaged, altered, or incomplete items are not eligible for return unless Leisure Time Inc. shipped the wrong item or the item arrived damaged or defective.
Proof of purchase is required for all returns. Online orders may be verified by our staff.
Please do not send items directly to the manufacturer unless instructed to do so by Leisure Time Inc. or the manufacturer.
Non-Returnable Items
The following items are final sale and are not eligible for return or exchange:
• Gift cards
• Electronics
• Pumps and motors
• Hot tubs
• Fireplaces
• Electric fireplaces
• Closeout items
• Sale items marked final sale
• Route Shipping Protection
• FreshWater Vanishing Act Calcium Remover, including XL sizes
• Products classified as hazardous materials that are not eligible for limited-quantity return shipping
• Installed, opened, tampered-with, or customer-installed parts
If a non-returnable item arrives damaged, defective, or incorrect, please contact us promptly so we can review the issue and help determine the next available option.
Made-to-Order and Special-Order Items
Made-to-order and special-order items are subject to a 25% restocking fee if a return is approved. This includes special-order fireplaces and other items ordered specifically for the customer.
Made-to-order and special-order items cannot be returned if they have been opened, installed, used, altered, damaged, or tampered with.
Special-Order Cancellations
If you request cancellation of a made-to-order or special-order item after the order has been placed with the manufacturer, a 25% cancellation fee may apply.
Please contact us as soon as possible if you need to cancel a special order. If the manufacturer has already processed, built, shipped, or otherwise committed the order, cancellation may not be available.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us at hello@leisuretimeinc.com as soon as possible. Please include your order number, a description of the issue, and photos of the product, packaging, shipping label, and any visible damage.
Do not discard the item or packaging until the issue has been reviewed. Carriers and manufacturers may require photos or inspection before a claim can be approved.
Hazardous Materials
Due to Department of Transportation shipping regulations, certain hazardous-material products cannot be returned by mail or carrier shipment unless they qualify for approved limited-quantity shipping and are packaged and labeled properly.
Do not ship hazardous-material products back to us unless we have confirmed that the return shipment is allowed.
Some hazardous-material products may be eligible for in-store return if they otherwise meet this policy. FreshWater Vanishing Act Calcium Remover, including XL sizes, is not returnable in any size.
How to Start a Return
You may start a return by:
• Logging into your customer account
• Emailing hello@leisuretimeinc.com
If your return is approved, we will provide return instructions. Returns sent without approval may be refused or delayed.
Approved returns should be mailed to:
Leisure Time Inc.
Attn: Returns Department
2200 N Woodruff Ave
Idaho Falls, ID 83401
Return Shipping
Return shipping costs are the customer’s responsibility unless Leisure Time Inc. shipped the wrong item or otherwise approves a prepaid return label.
Original shipping charges are non-refundable unless the return is due to our error.
We recommend using a trackable shipping service and purchasing shipping insurance for items valued over $75. Leisure Time Inc. is not responsible for return shipments that are lost, damaged, or delivered without tracking confirmation.
Refused, Undeliverable, or Address-Correction Shipments
If an order is refused, returned as undeliverable, or requires an address correction after shipment, the customer is responsible for any carrier fees, return shipping charges, or reshipment costs.
If a carrier charges a fee to redirect or return a shipment, a customer service representative will inform you of the cost before proceeding when possible.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved or rejected.
Approved refunds will be issued to the original payment method within 5 business days after approval. Your bank or credit card company may take additional time to post the refund.
Refunds may be reduced by applicable restocking fees, return shipping charges, missing parts, damage, or other costs allowed under this policy.
Late or Missing Refunds
If your refund has been approved but has not posted yet:
• Check your bank or card account again.
• Contact your credit card company, as posting times vary.
• Contact your bank, as processing delays may occur.
If you have completed these steps and still have not received your refund, contact us at hello@leisuretimeinc.com.
Exchanges
We only replace items if they are damaged, defective, or incorrect and the issue is reported within a reasonable time after delivery.
If an exchange is approved, we will provide instructions for returning the original item and receiving the replacement.
Warranties
Leisure Time Inc. does not provide separate in-house product warranties.
Many products sold by Leisure Time Inc. may be covered by manufacturer warranties. Manufacturer warranties vary by brand and product type and are provided, administered, approved, or denied solely by the manufacturer.
Leisure Time Inc. may assist customers with manufacturer warranty claims when possible, but warranty decisions are made by the manufacturer.
Leisure Time Inc. will not replace, repair, or otherwise approve a warranty claim that has been denied or voided by the manufacturer.
Customer-Installed Parts
Hot tub and fireplace parts must be installed by a certified technician to maintain the manufacturer’s warranty.
Parts installed by the customer or by a non-certified person may void the manufacturer’s warranty. If a customer-installed part becomes defective or fails, the manufacturer may deny warranty coverage.
Leisure Time Inc. does not accept returns, exchanges, or warranty claims for parts that have been installed by the customer or by an unqualified installer.
Policy Limits
Leisure Time Inc. reserves the right to refuse returns that do not meet this policy.
Nothing in this policy limits any rights that cannot be waived under applicable law.
