At Onyx Spas, we want you to feel confident in your purchase. If you change your mind, eligible products may be returned within 7 days of delivery, subject to the conditions below.

7-Day Return Period

You may request a return within 7 calendar days from the date your spa is delivered.

To be eligible for return, the spa must:

  • Be unused and uninstalled
  • Be in its original condition
  • Be free from damage caused after delivery
  • Include all original accessories, components, manuals and packaging where reasonably possible
  • Not have been filled with water, electrically connected, modified or permanently installed

Once a spa has been installed, filled, connected to power or used, it is no longer considered eligible for a change-of-mind return.

How to Request a Return

To request a return, please contact our customer service team within the 7-day return period and provide:

  • Your order number
  • Product model
  • Delivery date
  • Reason for return
  • Photos of the spa and packaging

Please do not arrange a return shipment until you have received return instructions from Onyx Spas.

Return Shipping

Unless the return is due to an error by Onyx Spas or a confirmed product defect, the customer is responsible for all costs associated with returning the spa, including freight, handling, loading and any related transportation charges.

Because spas are oversized products, return shipping costs can be significant. We recommend contacting us before arranging transportation.

Damaged or Incorrect Items

Please inspect your spa as soon as possible after delivery.

If the product arrives visibly damaged, incomplete or different from what you ordered, please contact us as soon as possible and provide photos of:

  • The product
  • The packaging
  • The shipping label
  • Any visible damage

Where appropriate, we will work with you to arrange replacement parts, repair, replacement or another suitable solution.

Shipping damage should be reported promptly so that we can also work with the relevant carrier where necessary.

Refunds

Once the returned product has been received and inspected, we will confirm whether the return has been approved.

Approved refunds will be issued to the original payment method.

Original shipping charges, return freight and other delivery-related costs are generally non-refundable unless the return is due to our error or a confirmed defect.

Processing times may vary depending on the payment provider and financial institution.

Non-Returnable Items

The following items may not qualify for return:

  • Spas that have been installed or used
  • Products that have been filled with water
  • Products that have been modified or damaged after delivery
  • Special-order or customized products
  • Parts or accessories that have been installed or used

This Returns Policy does not affect any rights you may have under applicable consumer protection laws.

Need Help?

If you are unsure whether your product is eligible for return, please contact our customer service team before arranging shipment.

Contact Usor email sales@onyxspas.com