Call Toll-Free 855-476-6572

Important Terms of Sale Details


Customers who are seeking access to deep warm water in their own home have found the ThermaPool to be the very best solution for them. However, sometimes unexpected situations occur. We have a reputation of working with our customers continually to resolve any unforeseen problems and obstacles because we truly recognize how very important having access to deep warm water is for our customers. We have a wonderful track record with our ever-growing family of ThermaPool owners. We want to keep you as a customer.


Once a purchase of a ThermaPool (Therapy Pool) package occurs, the return policy for that purchase is subject to the following terms and conditions - unless otherwise documented in writing from an authorized representative of ThermaPool:

Unopened, and Undisturbed Delivered Pool Packages

If, upon receipt of your Therapy Pool package, you wish to return it for a refund, you may do so if the following condition applies: The boxes have been unopened and all contents are as they were delivered (any damage must have been noted on the Bill of Lading prior to you signing for receipt of the delivery). If this condition has been met (you may be requested to email a photogragh of the boxes prior to approval), you will be eligible for a refund, minus any shipping charges accrued to ship and return your pool package, any applicable credit card fees and a 10% cancellation fee. These charges will be deducted from your refund.

Opened Pool Boxes

If after opening your pool box, you decide you would like to return the pool for a refund, the following conditions apply; 1.) You will be subject to a 20% non-negotiable inspection and re-boxing fee; 2.) There will be 5 to 10% cleaning fee if the components are dirty, dusty, and/or scuffed in anyway; 3.) Any damage to the components will be deducted from the refund; 4.) The refunded amount will be minus all shipping charges, credit card fees (if applicable) and any other fees known or unknown to ship your Therapy Pool package both outbound and inbound.

A Pool Removed from its Box

If a Therapy Pool has been removed from its box, assembled, and/or filled - we will be unable to issue a refund.

Custom Orders

We are unable to offer any refunds on custom pool orders. Exchanges are available but only if the exchange occurs before the original Therapy Pool is shipped. Once a custom order is shipped, there is no refund available.

What You Should Know Before Returning Your Pool Package.

A Return To Authorization must be given prior to returning your pool package. Call 855-476-6572 for a RTA. Any attempt to return a Therapy Pool package without this prior RTA # may result in a refused shipment or a lost and/or damaged shipment. If shipping via truck, be prepared to photograph your palletized package prior to the trucking company leaving. This picture must show the pallet on the truck. This is done so that if the pallet is returned to us damaged, you will have evidence of the condition of the pallet when it was picked up. Failure to do this may prevent any claim from being paid.

WHEN RETURNING THE POOL PACKAGE, YOU BECOME THE SHIPPER AND THEREFORE BEAR ALL COSTS, RESPONSIBILITY AND/OR BURDENS ACCORDINGLY. We will do what we can to help, but ultimately you become liable for any financial costs and/or losses.


If an item ordered by a purchaser is cancelled by the purchaser, there is a 10% cancellation fee which will be deducted from the amount collected for the order. This fee is non negotiable.


Refund requests must be made within 30 days of receipt of pool package. NO exceptions are allowed. If, after reviwing all the above, your pool package qualifies for a refund, you will receive a check and a detailed itemized deduction receipt, within 60 days from receipt of the return item/package.


• We are not responsible for typographic errors.

• We reserve the right to change the terms and conditions of sales at any time.

• No employee or agent of ThermaPool has authority to vary any of the policies or the terms and conditions governing any sale.