Beachcomber Customers for Life

Our ‘Customers for Life philosophy’ works on the basis that the Beachcomber Hot Tub is built to last longer than a generation and with that in mind we treat our customers like we treat our families. We at Beachcomber not only want to provide our family with the world’s best hot tub, but also all the best support products and accessories for use in your Beachcomber Hot Tub.

Don’t worry if you don’t own a Beachcomber Hot Tub yet, we would love to take care of you too! Whether you have a wood, concrete, acrylic, or thermoplastic hot tub we at Beachcomber Plus are happy to help all hot tub owners. Beachcomber Plus was created as a place where our customers can purchase high quality and easy to use water care products, certified Heatshield replacement hot tub covers, genuine replacement parts, and ‘Best in Class’ accessories that enhance your hot tub experience. As experts, we use these products in our own hot tubs and with our own families.

When returning parts purchased from beachcomberhottubs.com, there are separate return processes for Beachcomber Hot Tubs and Beachcomber Plus products. Please see below to find out which return policy applies to you should you not be happy with any of our products.

beachcomber 100-DAY EXCHANGE ADVANTAGE

How do I exchange my Beachcomber Hot Tub?

1. The Beachcomber 100-Day Exchange Advantage allows customers to reselect a different model which they feel may better suit them. You simply pay the applicable retail price difference between the tub that you are exchanging for, less the costs of the consumable services and accessories as per below.
2. Your trial begins the day your Beachcomber hot tub is delivered.
3. To exercise our “100-Day Exchange option”, contact the authorized Beachcomber dealership that you purchased your hot tub from to coordinate a date and time for exchange.
4. Any damage to the hot tub during the 100-Day In-Home Trial period will be assessed for repairs and you would be responsible for any costs required to bring the hot tub back to meet our quality standards.
5. You would be responsible for the following costs that are deemed to be consumable services and accessories: Shipping charges related to the delivery and exchange Any installed or consumed accessories, including Water Care products, Microfilter, cover lifter, GFCI etc. Costs of cleaning, detailing, and repackaging the tub for return.
6. Each customer is limited to one 100-Day In-Home Trial (exchange) period per hot tub purchase.

beachcomber 100-DAY return ADVANTAGE

How do I return my Beachcomber Hot Tub?

1. Your trial begins the day your Beachcomber hot tub is delivered.
2. To exercise our “100-Day Return option”, contact the authorized Beachcomber dealership that you purchased your hot tub from to coordinate a date and time for the return.
3. Any damage to the hot tub during the 100-Day In-Home Trial period will be assessed for repairs and you would be responsible for any costs required to bring the hot tub back to meet our quality standards.
4. You would be responsible for the following costs that are deemed to be consumable services and accessories: Shipping charges related to the delivery and return Any installed or consumed accessories, including Water Care products, filter, lift system, and GFCI etc. Costs of cleaning, detailing, and repackaging the tub for return.
5. Each customer is limited to one 100-Day In-Home Trial (return) period per hot tub purchase.
6. Customized ‘Tailor-Made’ Beachcomber Hot Tubs are not eligible for returns, exchange only.
7. The refund to the purchaser will be in the form of the original tender.

Please note: If your hot tub arrives damaged, please refuse the shipment and make a note on the Bill of Lading/ Delivery slip that you do not accept the product as it was received damaged. Call us immediately at 1-866-592-0134 to inform us of the damage. You will be required to send us photographs documenting the extent of damage. Please retain all packing materials unless instructed otherwise by a Beachcomber Hot Tubs representative. Claims for damaged or missing parts must be reported immediately or within 5 days of receipt of your order. Beachcomber is not responsible for lost or damaged returned shipments.

How do I return my Beachcomber PLUS products?

Beachcomber Plus allows returns on most products purchased through beachcomberhottubs.com and is extremely cautious in ensuring that each product strictly complies with our quality criteria and that it has passed our quality control, both technical and aesthetic.

Please Note: We are not able to issue refunds or accept exchanges or returns on Water Care products (chemicals), UV bulbs, clothing, and hot tub toys. Circuit boards and other electronic parts may only qualify for return after review by our technical department.

If you receive product and you wish to return it, please email BCHT.weborders@emc100.com. We require you to provide us with the Invoice Number of the order, the part(s) to be returned, and a reason for the return. You may be placed in contact with our technical department to help determine nature of return (i.e. is product defective?).

1. Part is no longer required/customer ordered incorrectly.

You have up to 30 days from the time you receive your order to initiate this type of return.

1. Parts and packaging must be unused and in mint condition. You will be asked to send photo(s) to confirm by email.
2. If the return is authorized, a Return Goods Authorization (RGA) form will be issued by email with instructions to send the part(s) back at your cost.
3. On receipt of your return part(s) at our warehouse, an inspection will be completed to ensure that the part(s) has not been used and packaging is in re-saleable condition. Please allow up to 3 business days from our receipt for processing.
4. Provided the returned part(s) and packaging are unused and in mint re-saleable condition, a refund will be issued and you will be notified by email at the time of refund. Once processed, refunds can take 2-5 days to appear on your original method of payment. Note that a restocking and / or rewrap fee may apply.

2. Damaged/Defective Parts Received.

1. You must notify us immediately or within 5 days of receiving your order to initiate this type of return: You will be asked to send photo(s) by email clearly showing the part in its damaged condition. Please note that parts damaged due to regular wear and tear are not considered to be defective.
2. If the return is authorized, you will be issued a Product Defect Return (PDR) form with instructions to send the parts back. A determination will be made whether the damaged part(s) needs to be returned to us. Return labels may be forwarded to you to return the part at our cost.
3. On receipt of your return part(s) at our warehouse, an inspection will be completed to ensure that the part(s) are damaged as indicated in your photographs. Please allow up to 3 business days from our receipt for processing times.
4. Provided the returned part(s) are as expected, a refund will be issued and you will be notified by email at the time of refund. Once processed refunds can take 2-5 days to appear on your original method of payment.

3. Incorrect Parts Received.

We are committed to ensuring that internal errors have a minimal effect on our customers. If you receive the wrong part as a result of advice by our staff, or because of a warehouse error you have up to 30 days from the time you receive your order to initiate this type of return. Returns beyond 30 days may be denied or incur additional shipping charges at your cost:

1. You will be asked to send photo(s) of the parts in mint re-saleable condition. You may also be requested to provide the name of the staff member that advised you when you purchased.
2. A determination will be made whether the part needs to be returned to us. Beachcomber will issue you an RGA (Return Goods Authorization) form with instructions. If a return is required labels may be forwarded to you to return the part at our cost.
3. You will be asked to place a new order on our e-store for the correct part so that we can ship it to you without delay.
4. On receipt of your return part(s) at our warehouse, an inspection will be completed to ensure that the part(s) are in mint re-saleable condition. This will happen within 72 hours of the parts being received.
5. Provided the returned part(s) are as expected, a refund will be issued and you will be notified by email at the time of refund. Once processed refunds can take 2-5 days to appear on your original method of payment.

Beachcomber Plus is not responsible for lost or damaged shipments or returns. However, we will do our best to ensure you are assisted resolving such issues.

If you have any questions, please contact Beachcomber Customer Care at 1-800-663-6557, ext. 3. A representative will be on hand Monday to Friday from 8:00 am – 7:30 pm EST.

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