Returns & Exchanges

At AquaHaven Shop, we stand behind the quality of our premium aquatic lifestyle products with the same commitment to excellence that defines our Hot Spring Hot Tubs, Cal Spas, and Automatic Pool Cleaners. Should any product not meet your expectations, our refined returns process ensures a resolution as smooth as our Aqua Silk water treatments.

Eligibility for Returns & Exchanges

We accept returns and exchanges within 15 days of delivery for most products, provided they are:

• In original, unopened packaging with all tags attached
• In resalable condition (unused and undamaged)
• Accompanied by proof of purchase

Our Premium Returns Process

Step 1: Initiate Your Return

Contact our customer service team within 15 days of delivery at [email protected] with:

• Your order number
• Product name (e.g., Proteam Supreme cleaner or Filters & Pumps)
• Reason for return
• Whether you prefer an exchange or refund

Step 2: Receive Return Authorization

Within 1-2 business days, our team will email you:

• Return Authorization Number (RMA)
• Prepaid return shipping label (for defective items)
• Detailed return instructions

Step 3: Package & Ship Your Return

Securely package your item(s) in the original packaging with all accessories. Include:

• Completed return form (provided with your RMA email)
• Copy of your invoice

Ship via your preferred carrier to:

AquaHaven Shop Returns
378 Coal Road
ATLANTA, US 49709

Step 4: Processing Your Return

Once received, our quality team will inspect your return within 3-5 business days. You’ll receive email notification when:

• Your refund is processed (for approved returns)
• Your exchange item is shipped (subject to availability)
• Additional information is required

Refund Timeline & Methods

Approved refunds are processed within 3-5 business days after we receive and inspect your return. The refund will be issued to your original payment method:

• Credit Cards (Visa/MasterCard/JCB): 5-10 business days to appear on your statement
• PayPal: 3-5 business days

Note: Shipping fees (except for defective items) are non-refundable. For exchanges, we’ll cover standard shipping costs for the replacement item.

Exchanges

For exchanges of Pool Brushes and Scrubbers, Floats & Loungers, or other eligible items:

1. Follow the standard return process above
2. Clearly indicate your desired exchange item in your return request
3. We’ll ship your new item once the return is approved

For high-value exchanges like Heatres or Pool and Spa Thermometers, we may require additional verification.

Damaged or Defective Items

For Pool Equipment or Automatic Pool Cleaners arriving damaged:

1. Contact us within 48 hours of delivery with photos of the damage
2. We’ll arrange for expedited replacement at no additional cost
3. Return shipping for defective items is always free