Refund policy
Returns are accepted within 60 days of delivery on tubs that are unused and still in their original crate. If your tub arrives damaged, we replace it free of charge. Before it ships, your build stays flexible, so it can change as your plans come together.
60 day returns · Damaged in transit · What cannot be returned · How refunds are issued · Changing your order before it ships · Deposits · Accessories & water care · Manufacturing defects
60 day returns
Tubs may be returned within 60 days of delivery, provided they are:
- Unused. Never filled, never fired, never wired in.
- Undamaged, in original condition.
- Still in the original crate, with all original packaging and protective materials intact.
To start a return, email hi@alumitubs.com with your order number within 60 days of delivery. We will confirm your return in writing and arrange the freight booking. Please wait for that written confirmation before arranging any transport yourself, so we can check everything is in order first.
Return freight on a change-of-mind return is the customer's responsibility. There is no restocking fee. Return freight is covered by us where a tub arrived damaged, defective or incorrect.
If your AlumiTub arrives damaged
Your tub travels crated on a pallet by freight. Please look it over before you sign for it, whether you are collecting from a depot or receiving a curbside delivery.
- Inspect the crate and the tub before signing. Check for dents, punctures, cracked cedar or a shifted pallet.
- If you find damage, note it on the bill of lading before you sign, and photograph it. That note is what allows us to claim with the carrier. You are also welcome to refuse the delivery outright. Either works.
- If you find damage after pickup, email us within 48 hours with photos. We will still work it through with the carrier.
- Email hi@alumitubs.com with your order number and photos of both the crate and the tub.
A tub damaged in shipment is replaced free of charge. We coordinate the return with the freight provider and build your replacement at no cost to you. You are never asked to pay return freight on a tub that arrived damaged, or on one that arrived defective or incorrect.
What cannot be returned
| Tubs that have been uncrated or used | Once a tub has been unpacked, filled, fired or wired in, it can no longer be returned. It also cannot be safely shipped without its original crate and packing materials. |
| Custom builds | Tubs built to a specification we cannot resell: a non-standard depth (44" or 48"), non-standard dimensions, bench height or bench configuration, or custom fabrication, porting or component placement. |
| Opened water care products | Cannot be returned for safety reasons. Unopened products are returnable within 60 days. |
Standard-configuration tubs remain returnable under the 60 day policy above, including tubs with optional add-ons fitted, as long as they are unused and still crated.
If your situation falls outside this policy, please write to us anyway. A lot of what comes up is not really a return question. Someone settles in for a season and decides they want filtration after all, or a Wood Fired takes longer to come up to temperature than their routine allows and adding an electric system to make it a Hybrid is the better answer. Both of those are retrofits rather than returns. Tell us what is not working and we will help you troubleshoot it or adapt the tub to suit how you actually use it.
How refunds are issued
Approved refunds are issued to the original payment method within 10 days of us receiving and inspecting the returned item. Depending on your bank or card issuer, it may take a further 3 to 5 business days to appear on your statement.
Where an order was paid in part by e-transfer or wire, that portion is refunded by e-transfer or bank transfer to the account it came from.
Changing your order before it ships
This section is about changes to an order that has not yet shipped. It is separate from the 60 day return window above.
Every AlumiTub is hand-built to order, and most people order months ahead. That time is deliberate. It gives you room to settle on the right size, the right heating system and the right add-ons for your property, with our guidance throughout.
Up to 30 days before your scheduled ship date you can change your size, change your heating system, add or remove add-ons, or change your delivery arrangements. There is no fee for any of it.
Add-ons, delivery preferences and build selections can be updated at any time in your account, which you receive once your deposit is placed. Moving to a later production slot, or stepping out of the schedule altogether, is handled personally. Email hi@alumitubs.com and we will make the arrangements with you.
We help every customer land on the right tub for their property and how they will use it.
The months before your build are there for exactly this.
Tell us about your site, your climate, your water source, how many people will use it and how often, and whether power is coming later. We will tell you honestly what we would build for you, including when that is less than you were about to order.
Deposits
The $500 CAD deposit is non-refundable. It secures your place in the production schedule, holds your freight pricing and reserves materials, so it comes out of a real calendar shared with other customers.
It is not lost if your plans change. A deposit can be:
- Applied to a future order, with no expiry
- Moved to a different model, size or heating system
- Transferred as a credit to a friend or family member
Email hi@alumitubs.com to move a deposit.
Accessories and water care
Unopened accessories and Good Clean Living Water Care products may be returned within 60 days of delivery for a full refund. Return shipping is the customer's responsibility unless the item arrived damaged, defective or incorrect, in which case we cover it.
If a water care product is not working the way you expected, email us before returning it. Water chemistry is usually a small adjustment rather than a product problem, and we would rather help you get it right.
Manufacturing defects
Beyond the 60 day return window, every AlumiTub is covered by our 25 year limited warranty against manufacturing defects, with support and replaceable parts available for the life of the tub.
The AlumiTub Manual contains important care and safety instructions and is provided to every customer before delivery.
Questions about a return, a deposit or a claim: hi@alumitubs.com