Refund policy

General Return Policy

Most products purchased from our online store or in-store can be returned or exchanged within 30 days of the purchase date. Unfortunately, if 30 days have passed, we are unable to offer a refund or exchange.

To be eligible for a return, items must be unused, in the same condition as received, and in the original packaging. Opened or used items cannot be returned. Please note that a return shipping fee may apply, which could be reflected as a restocking fee.

Non-Returnable Items

The following items are not eligible for return or exchange:

• Gift cards
• Electronics
• Pumps / Motors
• Hot Tubs
• Closeouts
• Fireplaces
• Electric Fireplaces
• Route Shipping Protection
• Products classified as hazardous materials and not listed under limited-quantity

• FreshWater Vanishing Act Calcium Remover (and XL version)
  

Made-to-Order/Special Order Items

Made-to-order and special-order items, including fireplaces, are subject to a 25% restocking fee. This fee helps cover costs related to processing returns and ensuring product quality. Please note that if these items have been installed, opened, or tampered with, they cannot be returned. We appreciate your cooperation and understanding.

To complete your return, we require a receipt or proof of purchase. Online orders can be verified by one of our staff members.

Please do not send your purchase back to the manufacturer.

Order Cancellation for Special Orders

If you wish to cancel a made-to-order item after the order has been placed with the manufacturer, a 25% cancellation fee will apply. Please contact our customer service team as soon as possible to avoid these charges.

Returns on Hazardous Materials

Due to Department of Transportation (DOT) regulations, we cannot accept returns on products classified as hazardous materials that are not classified as limited-quantity via return shipping to our warehouse. However, in-store returns for these items are acceptable (vanishing act in all sizes cannot be returned). This policy ensures the safety and compliance of all shipping and handling procedures. If you have questions regarding your purchase or believe you have received a defective product, please contact our customer service team for assistance.

To view items that are non-returnable due to being labeled a hazardous material, click here: Non-returnables

Return Process

To complete a return in store, proof of purchase (such as a receipt) is required. Online orders can be verified by our staff.

Please do not send items back to the manufacturer directly.

You can initiate a return through your customer account, or by emailing hello@leisuretimeinc.com.

Incorrect Shipping Address Alterations

Please note that if an address change is requested after your order has been shipped, the shipping carrier may charge a fee to return the shipment to us. Customers will be responsible for covering this fee. A customer representative will inform you of the associated costs before proceeding with the address change request.

Shipping for Returns

Products being returned should be mailed to:

Attn: Returns Department

Leisure Time Inc.

2200 N Woodruff Ave

Idaho Falls, ID 83401

Return shipping costs are the responsibility of the customer and are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance for items valued over $75, as we cannot guarantee receipt of returned items.

Refunds

Once we receive and inspect your returned item, we will notify you via email about the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be issued to your original payment method within 5 business days.

Late or Missing Refunds

If you haven’t received a refund yet, we recommend:

1. Checking your bank account again.
2. Contacting your credit card company, as refunds can take time to post.
3. Contacting your bank, as there may be processing delays.

If you’ve completed all of these steps and still haven’t received your refund, please contact us at hello@leisuretimeinc.com.

Sale Items/Closeouts

Only regularly priced items are eligible for refunds. Sale and closeout items are not refundable.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at hello@leisuretimeinc.com and send your item to:

Attn: Returns Department

Leisure Time Inc.

2200 N Woodruff Ave

Idaho Falls, ID 83401

Warranty

Leisure Time Inc. does not offer or provide warranties on any of the products we sell.

Many of the products available through Leisure Time Inc. are covered by manufacturer warranties, which are provided and administered directly by the product manufacturer. These warranties vary by brand and product type.

Leisure Time Inc. is happy to assist customers in facilitating warranty claims with the manufacturer, but all warranty approvals, denials, and service decisions are made solely by the manufacturer.

Leisure Time Inc. does not offer in-house warranties and will not replace, repair, or otherwise honor any warranty that has been voided by the manufacturer.

Customer-Installed Parts Policy

All hot tub and fireplace parts must be installed by a certified technician in order to maintain the manufacturer’s warranty.

Any part that is installed by the customer or a non-certified individual will void the manufacturer’s warranty. In the event that a customer-installed part becomes defective or fails — even within the warranty period — the manufacturer is not obligated to repair or replace the product under warranty.

Leisure Time Inc. will not accept returns, exchanges, or warranty claims on any parts that have been installed by the customer or an unqualified installer.