Complete satisfaction with your purchases, and the safety and security of your on-line transactions is of the utmost importance to us. We therefore offer the following two guarantees.
100% Security Guarantee:
The final purchase area of our web site is on a secure server. This means that any information you send us is protected by encryption. It's easy to tell when you are protected by encryption - the lock or key at the bottom of your browser changes color or is no longer broken. This may vary depending on your browser.
Shopping with us is safe.
- While to date there is no evidence of credit card numbers being "stolen" off the internet through placing an order, it could happen. If you experience fraudulent use of your credit card as a result of shopping with Robert's Hot Tubs, simply notify your credit card company in accordance with its reporting procedure. Most companies will either cover all of the fraudulent charges, or at most hold you liable for a maximum of $50.00.
- If the credit card fraud was the result of a purchase you made through Robert's Hot Tubs secure server and your credit card company holds you liable for some portion of the unauthorized charges, we will reimburse you for the remaining liability up to a maximum of $50.00. Just contact us with the following information.
- Your name and address
- Both day & evening phone numbers
- A description of the incident
- A copy of the credit card statement in question (please circle fraud charges)
- A copy of your credit card company's fraud determination and liability fee assessment letter
After we confirm your claim and if the fraudulent charges resulted through no fault on your part, we will issue a credit to your card up to a maximum of $50, and send you a confirming letter.
Remember, you can always order by telephone or fax. Simply call us at 1-800-735-5290 or 510-234-7920, or fax us at 510-234-7910.
100% Satisfaction Guarantee:
We make every effort to provide quality pictures and precise descriptions of all the products we offer. But lets face it, occasionally you may receive something that isn't exactly what you expected. If this should happen, no problem. Just contact us within 14 days of receipt for an RGA Number, then return the item to us (with a copy of your receipt), in it's original condition with all it's original packaging. Please be sure the RGA Number is clearly printed on the outside of the package so we don't deny delivery. We'll give you your choice of a full store credit, or a full refund less our actual shipping costs (please note; made-to-order and custom made items are not returnable).
Returned non-defective item(s) must be in brand new, unused, original condition, and contain all the original packing, packaging and instructions / warranty info / manuals, and be returned within 30 of ordering. All returned items must have an RGA Number clearly visible on the outside of the package. Items requiring repackaging will be charged a minimum $10.00 packaging fee.
Spa Cover Lifts are unique and have the following return policy;
- An RGA Number (Return Goods Authorization number) must be obtained from Roberts Hot Tubs before returning the lifter.
- Returned cover lifts must be in brand new condition, unused and uninstalled, complete with all parts and instructions, without cosmetic or other damages, and include all original packaging material.
- We have yet to receive a returned cover lift that has not required inspection, repackaging and replacing of the entire box. Therefore cover lifts returned for non-warranty reasons are subject to a $25, restocking charge.
- Shipping charges are not refundable.
- Used cover lifters may only be returned if defective, preauthorized and covered by the manufacturer's warranty.
Just a quick note on warranties. Every product we offer carries a warranty form it's respective manufacturer. If you ever have a warranty problem with a product purchased from us, you may of coarse contact the manufacturer yourself, but by all means feel free to call us. When it's within our power, we're happy to call the manufacturer for you and attempt to handle all warranty claims (as a large vender we tend to have a bit of clout).
If you'd like to return an item please call us during our business hours to obtain an RGA Number (Return Goods Authorization number). Without this RGA number clearly visible on the outside of the package it will most likely be returned to sender.
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