Returns & Exchanges Policy

At Master Spa Parts, we’re committed to making every step of your purchase experience clear and reliable, including the return process. If an item doesn’t work out, our goal is to make returns and exchanges as straightforward and hassle-free as possible.

This page covers our updated, customer-friendly return and exchange policy. For shipping timeframes and delivery info, visit our Shipping & Delivery Policies. For anything related to hot tub covers, see our Hot Tub Covers Policy.

Return Window

• Most items can be returned within 60 days of delivery.
• Items must be unused and in original packaging.
• If your return is approved, we’ll refund your original payment method.

Non-Returnable Items

Some items can’t be returned due to safety, testing, or customization:

• Electronics (unless defective before installation)
• Opened or used filters
• Hot tub covers
• Cover lifters

These items are clearly marked on product pages and in your cart.

Verified Fit? You’re Covered.

If you contact our team to verify part compatibility before ordering and still receive the wrong item, your return will be fully covered.

• We’ll pay return shipping.
• You won’t pay any restocking fee.
• We’ll ship you the correct item or issue a full refund.

Exchanges & Warranty Replacements

If your part arrives damaged or defective:

• Contact us with your order number and photos.
• We’ll send a prepaid return label and either:
• Ship a replacement right away, or
• Issue a refund once we receive the item.

If it’s a warranty claim for an electronic or mechanical part, we may need to receive the item before processing a replacement. We’ll walk you through it.

Return Shipping & Restocking

• No restocking fees.
• Return shipping is free if:
  • The item is defective.
  • You verified the part with our team before ordering.
• Otherwise, customers are responsible for return shipping.

How to Start a Return

1. Contact us via our contact page, phone or text message (855-308-2149), email, or live chat to initiate your return.
2. Include your order number and reason for return.
3. We’ll send instructions and a return address or label, depending on the situation.
4. Please fill out the return order form on the back of your original packing slip and include it in the box.
5. Ship returns to:
   Master Spa Parts, Inc.
   2140 W Wisconsin Avenue
   Appleton, WI 54914
6. Once we receive and inspect your item, we’ll issue your refund or credit within 3 business days.

Need Help?

We’re real people, based in Wisconsin, and we’re available 7 days a week to help you get the right part. If you’re unsure about fit, compatibility, or return eligibility, please reach out before you order. We’re happy to check.

Contact us by:

• Phone: 855-308-2149
• Web: Contact Page
• Live Chat: Available on our website

We’re committed to providing you with a great experience, even when something needs to go back. Thanks for trusting us with your hot tub, swim spa, or cold tub needs.

For shipping info, visit our Shipping & Delivery Policies. For hot tub cover details, see our Hot Tub Covers Policy.