Refund policy
Shipping & Delivery:
The shipping costs shown at the time of purchase, that are invoiced to the purchaser by Master Spas, assumes base, standard costs to deliver the product to the address provided by the purchaser. Freight carriers are independent businesses. Once the Chilly GOAT Tub or product ships from Master Spas, it is in the freight carrier’s possession. The freight carrier will coordinate and schedule delivery with the purchaser. The purchaser understands and agrees that any communications with the freight carrier, such as, but not limited to, change of address requests or scheduling promises made with the freight carrier, are solely between the purchaser and freight carrier. Address changes, missed appointments and poor follow-up contact to schedule delivery with the freight carrier, as examples, may result in added shipping and handling costs being incurred to the purchaser, by the freight carrier.
Damaged or Missing Product:
Upon delivery, the purchaser understands and agrees that they must immediately, thoroughly inspect the delivered product. Any/all damage must be reported and claimed at the time of delivery with the freight carrier present and Master Spas Customer Support team should be notified of the damage claim, so that we can take appropriate follow up steps with the carrier regarding the claim. If damage is not documented with the freight carrier at the time of delivery, a freight claim cannot be filed with them, and there will be no recourse or compensation/refund offered to the purchaser.
The purchaser understands and agrees that they must inspect and report any missing item at the time of delivery. These claims should be immediately reported to Master Spas Customer Support team for review, so that we can evaluate the situation and work to make things right if something is missing.
Master Spas Customer Support team can be reached at GOATtech@ChillyGOATtubs.com or 877-ChillyGOAT (877-244-5594). Our normal hours of operation are Monday through Thursday from 7AM to 5PM EST and Fridays from 8AM to 12PM EST.
Problems/Issues with Product:
Our customer support team is here for you, to help answer product inquiries and assist with possible problems. Master Spas will work to resolve problems or defect claims with our products, valid warranty claims being covered per the limited warranty terms provided with the product. Master Spas Customer Support team can be reached at GOATtech@ChillyGOATtubs.com or 877-ChillyGOAT (877-244-5594). Our normal hours of operation are Monday through Thursday from 7AM to 5PM EST and Fridays from 8AM to 12PM EST.
Refund Policy:
We have a 30-day return policy, which means you have 30 days from the date of receipt of product to request a return of your item. This policy is strictly applicable to purchases made only on ChillyGOATTubs.com. Refund requests cannot be submitted for purchases made at an authorized Master Spas retailer. This policy is strictly applicable to requests made by the original retail purchaser. An original order or invoice, for proof of purchase, must be provided.
To be eligible for a return, your item must be in the same condition that you received it (unused, or “like new” condition) with original labeling or tags, and in its original packaging (or substitute packaging supplied by Chilly GOAT by Master Spas at an additional cost to the purchaser).
Approved returns, received in unused, “like new” condition, will be assessed a 10% restocking fee, which will be deducted from the potential refund amount.
Return shipping arrangements and all costs associated with returning the product are the purchaser’s responsibility. Be sure to properly insure the shipment for the retail purchase value involved in order to protect yourself in the event the product incurs shipping-related damages, and you need to file a freight claim with the shipping company.
Upon return inspection at Master Spas, the purchaser agrees and understands that additional costs may be deducted from the refund amounts or return/refund declined, if the product is returned in a condition other than like new.
To start a return, you can contact us at GOATtech@ChillyGOATtubs.com. Please be sure to include your full contact information and the original order or invoice documents showing proof of purchase. If your return request is accepted, we’ll provide you with a Return Material Authorization (RMA) number, which will need to be indicated on the return shipment, as well as further instructions on how and where to return your Chilly GOAT Tub.
Items sent back to us without an approved RMA number provided will not be accepted and immediately disposed of, forfeiting any return and refund consideration.
Returns will need to be sent to the following address: Master Spas, LLC 6927 Lincoln Parkway, Fort Wayne, IN 46804 Phone 877-ChillyGOAT (877-244-5594).
If approved, the partial refund amount would be issued to the original retail purchaser through the original payment method used during purchase. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at GOATtech@ChillyGOATtubs.com