Imagine Backyard Living Return & Refund Policy

At Imagine Backyard Living, we are committed to providing quality products and exceptional customer service. Many of the products we sell are custom ordered, specially manufactured, or reserved specifically for the purchaser. For this reason, all sales are subject to the following return and refund terms.

Hot Tubs, Swim Spas, Saunas & Custom Products

All hot tubs, swim spas, accessories, pergolas, grills, furniture, and other custom or special-order products require a deposit at the time of purchase.

  • Deposits are non-refundable once the order has been submitted to the manufacturer or once your selection has been moved off the showroom floor.
  • Custom-built or special-order products cannot be returned or exchanged.
  • If a customer cancels an order before it is submitted to the manufacturer or before it’s moved off the showroom floor, any refund will be subject to processing and handling fees, credit card fees, and any costs already incurred by Imagine Backyard Living.

In-Stock Products

Eligible in-stock products may be returned within 14 days of purchase, subject to the following conditions:

  • Product must be unused, uninstalled, and in its original packaging.
  • Original proof of purchase is required.
  • Returned items may be subject to a restocking fee of up to 20%.
  • Shipping, delivery, and installation charges are non-refundable.

Online Returns

  • Request an “Online Order Return Approval” by contacting us at 480.607.3529.
  • Ship items in original undamaged packaging (including assembly/installation instructions) to:
    Imagine Backyard Living
    15551 N Greenway-Hayden Loop
    Scottsdale, AZ 85260
    (Include your order number)
  • Return shipping costs are the customer’s responsibility. Use a trackable, insured method. Imagine Backyard Living is not liable for lost, damaged, or destroyed items in transit.
  • Upon receipt, Imagine Backyard Living will inspect the return and determine that it meets the return guidelines. Refund processing is outlined below.

Chemicals, Filters & Water Care Products

For health and safety reasons, all sales of chemicals, water care products, and other consumable products are final and non-refundable.

Accessories & Parts

Unused accessories and parts may be returned within 14 days of purchase with proof of purchase.

  • Items must be in new condition and in original packaging.
  • Special-order parts are non-returnable.

Damaged or Defective Merchandise

Customers should inspect all products upon receipt of delivery.

If merchandise arrives damaged or defective:

  • Notify Imagine Backyard Living within 24 hours of delivery.
  • Provide photographs and a description of the issue.
  • We will work promptly to repair, replace, or resolve the issue in accordance with manufacturer warranties, freight carrier policies, and applicable consumer protection laws.

Warranty Service

Manufacturer warranties vary by product. Warranty claims are subject to the terms and conditions of the specific manufacturer’s warranty. Please request specific warranty information for the product you order.

Imagine Backyard Living will assist customers in coordinating warranty service whenever possible.

Refund Processing

Approved refunds will be issued to the original method of payment. Processing times may vary depending on the financial institution and payment method used.

Questions

If you have questions regarding returns, refunds, or warranty service, please contact us at:

Imagine Backyard Living
Phone: (480) 607-3529