Pre-Purchase Due Diligence

Before finalizing your purchase, it is essential to review all details of your selected product to ensure it meets your requirements. One of the most common reasons for product returns is incorrect dimensions. To avoid this issue, we strongly recommend reviewing pre-installation tips, model specifications, and installation manuals available on our website. All costs that result from a failure to read the documentation and properly prepare for an installation will be borne by the customer. 

Cancelling An Order (Before Shipment)

• Casa Blui permits order cancellations for standard in-stock products before shipping. In this case, the customer will be subject to a 5% re-stocking fee as well as Shopify's payment processing fees (typically 2-4% depending on the card used).
• If your order has been confirmed and shipped, please refer to our Return Policy.
• Special-order or customized products cannot be canceled or returned. Charges will be applied immediately after confirming your purchase. 

Returning An Unwanted Product

• Products may be returned within 30 days of the receiving date if it is in brand-new condition with the original packaging, accessories, and parts.
• Casa Blui charges a restocking fee of 30% of the original price, in addition to all actual freight costs paid to and from your location.
• We will issue a refund less the above described charges after we have inspected the goods and confirmed the condition. 
• If the product is returned to Casa Blui and there is any sign of deliberate damage or modification, the product will be shipped back to the customer at their expense and no refund will be issued. 
• It is important you closely follow the instructions provided by our team. Do not ship the product with any carrier, which is not authorized by us.
• The company does not accept any returns of unsealed headrests, special order products, customized products, and accessories.

Damaged Items

All of our shipments are fully insured for your peace of mind. Upon delivery, please inspect your product carefully before signing the package acceptance form. Open the box and examine the product thoroughly. If you notice any damage to the product, make a note of the damage on the carrier's waybill and contact our customer service team immediately.

In cases where the packaging appears damaged but the product seems intact, make a note on the carrier's waybill, remove all protective wrapping, and confirm that there is no concealed damage. If you discover any damage to the product, make a note on the waybill, and call our customer service team immediately.

Please note that it is your responsibility to report any damage within a 24-hour period from the delivery time. Failure to do so may result in you being held fully responsible for any damages. 

Replacing & Repairing Faulty Goods

The damage reported within the 24 hour window will be repaired by our local technician team. If after inspection of the product there is a need for a new component (pump, blower, heater, screen, etc), we will send a replacement part to your home and have a technician come back to your house to make the final repair once it has arrived.

If the product is damaged to the point that it is deemed unrepairable by our technician, we will report a claim with the manufacturer for a replacement product. The decision to send a replacement product will be at the sole discretion of the manufacturer and is subject to standard production and shipping timelines customary for net new orders (~16 weeks). 

Please contact our customer service team immediately if you discover a product fault within the warranty period. We will organize a specialist to repair the product at your home. We will insure that your spa is repaired and functioning as per our warranty. 

Custom Order Policy

Please be aware that custom orders cannot be canceled or refunded, as these products are put into production specifically for your requirements. Custom orders typically involve unique exterior and/or interior finishes that are not readily available in our stock. Upon receiving your order, we commence the construction of your custom unit.

All sales are considered final for custom orders. If you are uncertain whether your order is classified as custom, we encourage you to contact our customer service team for clarification. We are here to help you make an informed decision and ensure your satisfaction with your purchase.

Return Policy Overview

• Signing for your delivery confirms the product is "in good condition"; you are fully responsible for damages occurring after this point.
• If you accepted a damaged product and noted the damage on the carrier's waybill, contact us within 24 hours.
• Sale able goods may be returned within 30 days of delivery but will be charged the 30% restocking fee as well as shipping and handling to and from our warehouse. 
• Returned products must be in their original condition, including packaging and accessories.
• We may accept returns without the original crate on a case-by-case basis, subject to a 30% restocking fee and coverage of freight.
• Unsealed headrests, special order products, customized products, and accessories are not eligible for return.
• Final sale products, including custom orders, are non-returnable and non-refundable (please inquire before purchasing).
• We are not responsible for missing, incorrect, or damaged products reported more than 30 days after receipt.
• Installed, used, or plugged-in items are non-returnable and non-refundable.
• Casa Blui reserves the right to refuse returns that do not meet the criteria mentioned above.

Contact Us

Our helpful online support specialists are available 24/7 to answer any of your questions. If you need more help or clearer answers,  call us at (305) 701-4029 or email us at support@casablui.com