Return Policy
Incorrect Shipments & Damaged Items
If you receive an incorrect shipment or a damaged item, New England Spas (NESPAS) will replace the item free of charge. Please contact us within 7 days of receiving your order to report any issues so we can promptly assist you.
Customer-Ordered Incorrect Items
If you are unsure which item to order, please give us a call at 800-258-5300 x1 before placing your order and one of our associates will be happy to assist you in making sure you are ordering the correct item compatible with your spa or sauna.
If a customer orders an incorrect item, the following terms apply:
- Shipping fees are non-refundable.
- The buyer is responsible for the return shipping of the incorrect item.
- If a replacement item is requested, the buyer is also responsible for the shipping cost of the replacement.
- Items must be returned within 30 days.
- A 20% restocking fee may apply.
- Please email shipping@nespas.com detailing the items being returned, the reason for your return, and any tracking information related to the return.
- Items can also be returned in person at one of our showroom locations.
Returns should be shipped to:
New England Spas
ATTN: SHIPPING RETURNS
45 Oak Street
Westborough, MA 01581
Chemical Returns
Due to federal shipping regulations, chemicals cannot be returned via shipping.
However, unopened chemicals may be returned in person at any of our four showrooms.
Please note that opened chemicals cannot be accepted for return under any circumstances.
Item Condition Requirements
To qualify for a return, items must be:
- In like-new condition
- Unopened and undamaged
- In their original packaging
Filters that have been unwrapped will not be accepted.
Refunds
Refunds will be issued only after the returned item has been received and inspected at a New England Spas location (either shipped to 45 Oak Street Westborough, MA 01581, or returned in-person to one of our showroom locations).
If approved, the refund will be processed to the original payment method used for purchase.
