Return and Refund Policy

Effective date: October 10, 2026

This policy applies to consumer purchases for which VSD Products, LLC is the seller, whether the order is placed on SerenovaSpas.com or documented on a Serenova sales order at an event and processed through Shopify. Purchases from an independent dealer are subject to that dealer's policies. Dealer purchases from VSD Products, LLC are governed by the applicable dealer agreement and order terms.

A sales order signed or otherwise agreed to before purchase may state details specific to your order, including a product configuration, delivery service, expected shipment date, or disclosed special-order terms. Those terms supplement this policy and govern that order if they conflict with a general term here, subject to rights that cannot be waived by law. Terms supplied after a purchase do not retroactively change it.

Spas

Spas are final sale for change-of-mind returns after delivery. Please confirm the model, color, dimensions, delivery access, and any setup needs before ordering. A change of preference or a decision that the spa does not fit the intended space does not qualify for a return after delivery.

If you want to cancel a spa order because you changed your mind after making a down payment or full payment, but before the spa ships, contact us promptly. We will try to stop fulfillment with the supplier or carrier. If we can cancel the spa before shipment, a 5% cancellation/restocking fee applies to the spa's purchase price after discounts, excluding taxes and delivery charges. We will deduct the fee from the amount you have paid and refund the remaining spa payment, any delivery charge collected for the canceled spa, and any tax required to be refunded. The fee will not exceed the amount you have paid; you will not owe an additional amount solely because you canceled. Once a spa has shipped, change-of-mind cancellation may no longer be possible. We do not charge this fee when we cancel an order or when a full refund is required by law, including a covered three-business-day event cancellation or cancellation because of a shipment delay. This does not affect your rights concerning damage, defects, an incorrect item, or other rights provided by law.

Custom and special-order spas

Choosing a model, size, or color offered in our standard catalog does not, by itself, make a spa a custom or special order. If we offer a spa made or sourced to your individual specifications, we will identify it as a custom or special order before purchase. Any production commitment, different pre-shipment cancellation rule, or lawfully nonrefundable deposit must be clearly stated and agreed to on the product listing or sales order before you pay. We will not apply those terms retroactively. Rights relating to a covered event sale, delayed shipment, damage, defects, an incorrect product, or other applicable law still apply.

Purchases at fairs and other temporary locations

Some in-person purchases at a fair, expo, or other temporary location carry a statutory right to cancel, including a three-business-day right under the FTC Cooling-Off Rule when that rule applies. If your sale is covered, we will provide the required notice and cancellation forms at the time of sale. That right takes precedence over any final-sale or special-order language in this policy or a sales order. Follow the cancellation notice provided with your order or contact us promptly if you need a copy.

Accessories and replacement parts

You may request a return of an unused accessory or replacement part within 30 days after delivery. The item must be in its original condition, with all included components. An installed, used, altered, or damaged item is not eligible for a change-of-mind return. These conditions do not restrict rights relating to a defective or incorrect item.

Sale-priced accessories and parts follow the same 30-day rule unless a product is clearly marked final sale before purchase. An item clearly sold “as is,” if offered, is final sale for change of mind. These labels do not remove rights that cannot be waived by law.

Email office@serenovaspas.com with your order number and the item you want to return. We will provide return instructions and the correct return address for that item. Because products may ship from different locations, do not send a return to our New York business address unless we specifically direct you to do so. Please ship an authorized return within 14 days after receiving the return instructions.

For an eligible change-of-mind return, you pay return shipping. We do not charge a restocking fee for unused accessories or parts returned under this policy. Any original shipping charge is not refunded for a change-of-mind return, unless required by law. We recommend using a trackable shipping method.

Damaged, defective, incorrect, or missing items

Please contact us promptly if an item arrives damaged, is defective, is not what you ordered, or is missing. Include your order number, a description, and photos if available. For visible freight damage, note it on the carrier's delivery record if you can safely do so. Prompt notice helps us investigate, but it does not waive any rights you have under law.

We will review the issue and provide the remedy required by applicable law and any applicable written warranty. We will arrange or pay for return shipping when we sent the wrong item, the item arrived damaged, or applicable law requires us to do so. A written product warranty may provide additional repair, replacement, or service options; it does not replace rights provided by law.

Shipment delays and refunds

If we cannot ship within the time promised when you ordered, we will offer the choices required by law, including the option to cancel the unshipped item for a full and prompt refund. A spa's final-sale rule does not prevent cancellation or a refund when required because of a shipment delay.

For an eligible return, we refund to the original payment method rather than issuing store credit, unless you agree to store credit. Once we receive and inspect an eligible accessory or part return, we will initiate the refund within 10 business days. Your bank, card issuer, or financing provider may take additional time to post it. For a canceled unshipped order or another refund required by law, we will process the refund within the applicable legal timeframe. We will not substitute store credit for a refund required by law.

Your order number, order confirmation, receipt, or another way for us to verify the purchase serves as proof of purchase. If we cannot verify a purchase, we may decline a change-of-mind return. You may request a written copy of this policy. If you have not received a refund when expected, contact us at office@serenovaspas.com or 212-713-7727.

Contact: VSD Products, LLC (Serenova Spas), 425 East 13th St #6D, New York, NY 10009. Email: office@serenovaspas.com. Phone: 212-713-7727. This is our business contact address; request the appropriate destination before mailing a return.