"Questions Before Ordering?"

email us: support@phoenixmastersupply.com

 

At Phoenix Master Supply, customer satisfaction is our priority. This policy outlines the conditions under which returns and refunds are accepted.

Return Eligibility

Customers may request a return within 30 days of receiving their order. Items must be unused, in original condition, and returned in the original packaging with all included components.

Non-Returnable Items

Certain products may not be eligible for return, including customized items, clearance products, or items marked as final sale.

Return Process

To initiate a return, customers must contact our support team with order details. Once approved, instructions for returning the item will be provided.

Refunds

After receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to the original payment method within a reasonable timeframe.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item received was defective, damaged, or incorrect.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item, please contact us for assistance.

Order Cancellations

Orders may be canceled within 24 hours of purchase, provided they have not yet been processed or shipped.

Damaged or Incorrect Orders

If you receive a damaged or incorrect item, please notify us within 48 hours so we can resolve the issue quickly and efficiently.

Phoenix Master Supply No Return Policy

No Returns / Final Sale Policy – Phoenix Master Supply Products

All Phoenix Master Supply products, including hot tubs, swim spas, accessories, covers, and related items sold through Phoenix Master Supply, are considered custom order / special-order merchandise and are therefore final sale.

Due to the size, nature, and manufacturer handling of these products:

• No returns, refunds, or exchanges will be accepted once an order has been placed.
• Orders cannot be canceled after processing has begun.
• Customers are responsible for confirming dimensions, specifications, access, electrical requirements, and compatibility before purchase.
• Any shipping, delivery, crane, forklift, or installation costs are non-refundable.
• If a product arrives damaged, defective, or with missing parts, the customer must notify us within 48 hours of delivery so we may assist with a freight claim or manufacturer warranty support.

Manufacturer warranties, when applicable, remain in effect and will be handled according to Phoenix Master Supply warranty terms.

By placing an order for any Phoenix Master Supply product, the customer acknowledges and agrees to this No Return / Final Sale Policy.

For questions prior to purchase, please contact Phoenix Master Supply for assistance.

 

TERMS AND CONDITIONS OF SALE

Liabilities

Phoenix Master Supply and any of its subsidiaries and/or associates shall not be held responsible for any misuse of its products by the customer. Phoenix Master Supply shall not be held liable for any damage and/or injury caused by customer misuse of product. Phoenix Master Supply and any of its subsidiaries and/or associates do not provide medical guidance or diagnosis. It is always recommended that you contact your physician for advice.

Cancellation and Return Policy

Buyer may cancel and return the goods to Seller, subject to the terms and conditions of this policy. Buyer shall assume all risk of loss associated with the return as well as shipping, handling, restocking and other fees, costs and expenses as described in this policy. Orders must be cancelled within 24 hours of purchase and all returns must be processed within 30 days of delivery. Seller reserves the right to refuse to refund any deposit or payment, or cancel any payment due, and any owing until such time as Seller a) is in receipt of the goods b) has inspected the goods and c) in the Sellers discretion, has found the goods to be free of damage. All refunds will be provided within 5 business days once the product has been returned to the warehouse and inspected for damage. All returned goods must be pre-approved by Seller with return merchandise authorization (RMA) number. All returned goods must be in new and unused condition, and in their original packaging. Seller may refuse to refund all or any portion of any payment, or cancel payment due and owing if the Buyer fails to fully comply with or violates the terms and conditions of this policy.

Shipping, Handling and Restocking Fees

All cancelled orders and/or returned goods shall be subject to the following:

a) storage fees and costs associated with routing the goods;

b) handling and restocking fee of 20% of the total purchase for each sauna;

c) all shipping costs to and from the Seller, and;

d) a return merchandise authorization (RMA) number provided by Seller. Buyer’s failure to obtain the RMA number shall result in Seller not accepting any returned shipment and Buyer paying all costs and fees.

All such costs and fees as determined by Seller shall be paid by Buyer to Seller upon demand by Seller.

 

Important!

Phoenix Master Supply is an authorized dealer and retailer of products manufactured and fulfilled by third-party brands. We do not design, build, warehouse, or directly manufacture the products sold on our website. Because our products are sourced through outside manufacturers and shipped through freight carriers, all orders are subject to manufacturer availability, freight handling, and supplier return requirements.

For this reason, shipping fees, return freight costs, and restocking fees may apply on approved returns. Many items are custom order, oversized, or shipped directly from the manufacturer, which limits cancellation and return options once processing has begun.

These policies are in place to reflect the costs and procedures required by the manufacturers and carriers we work with, and to ensure transparency before purchase. We encourage customers to contact us with any questions regarding sizing, specifications, lead times, warranties, or return eligibility prior to ordering.