Our goal is to ensure you are completely satisfied with your purchase. If you are not satisfied, you may return within 30 days of the invoice date unused or uninstalled item(s) from your online order.
All items have a specific months' warranty which can be found on the product page. If an item you received is damaged or defective, you can return for a refund or replacement within 30 days after the order is shipped. We ensure that all products are brand new and in excellent condition prior to shipping. In the event of receiving an item which does not conform to those standards, please email us. Please retain the original package for returns, otherwise we reserve the right to reasonably refuse any return.
A: Non-quality related returns:
1. If you paid and decided that you do not want the item, or you purchased the item in error, the amount charged for shipping will not be refunded. If you paid a shipping charge and the item is defective or we made an error of some kind, the amount charged for shipping will be in the request of a return label. If you insist on returning the item, feel free to contact us via email to state your return reason and request a return label. Our customer care support will inform you of the shipping cost. Please note that returned products be in original condition for them to be eligible for return and resale. The product should be unused, unwashed and undamaged and all packaging, labels and tags must remain intact and be attached with the item. If these are not available, the product will not be eligible for return. Once the returned product has been received by us and if the item(s) are as per our return policy, we will then process your refund. Please note the refund takes about 3-5 business days to be processed and returned to your account.
2. You can also choose a self-selecting logistics company to return the item, and the shipping expenses shall be borne by yourself. When you need the refund to be issued, please send us an email indicating the order details and return tracking number to expedite the refund process.
1. Order cancellation before shipment: You could contact us via emails to have the order cancelled timely. Indicating the order details, such as the order number, receiver's name, and other key information, it will help us to locate your order immediately and cancel it in a prompt manner to avoid unnecessary troubles. You have 12 hours to decide whether to cancel it or not without any additional charge after the order is placed. Once you get a cancellation confirmation from our customer care team, the full refund will be issued to you in two business days.
2. Order cancellation after shipment: Items will be sent out the second day after the order is placed. Cancellation after shipment will be liable to a recall cost which varies. If you are aware of the charge and still want to have the order cancelled, you can contact us, and we would help you stop the delivery. After the item is being returned by UPS, you can request a refund from us. This policy is only applied to UPS ground delivery service. Items delivered by UPS surepost, USPS or truck do not allow to be intercepted. If you want to cancel the latter ones, you must reject the packages when the shipping companies are trying to make the delivery and shipping cost will be applied in this case.
If there is any quality issue with the item, please feel free to contact us, we will exert great effort to cope with the issue according to the status of the item with partial refund, full refund, return or replacement.
Sent the wrong item:
1. You can choose to keep the wrong item with a discounted price offered by our customer care team. In the meanwhile, you can request us to send you the correct item that you have ordered. In this situation, you have to only pay for the wrong item at a favorable price.
2. You can request a return label to send back the wrong item for the correct replacement or a full refund. After you have delivered the item to UPS, you can contact us for the replacement or the full refund if the return tracking number shows any further status of the shipment.
Item damaged during shipping:
Upon the receipt of the item, if you find the item is damaged or manufacturing defect, please reject the delivery and kindly get in touch with us immediately. We will request you to kindly email us the photographs of the defective product and appropriate action will be taken by our customer care support thereafter.
Damages found after you have received the item:
Please contact us with pictures or videos of the damaged item. We will need to see the damage and will determine the warranty from there. If the videos/pictures satisfy the manufacturer, meaning we can see the damage on the hot tub and it is determined to be normal wear and tear within the warranty period of the specific product, we will either send you return labels to return the damaged item back for a replacement or a full refund depending on the damage status of the item or directly send you a new one depending on the damage status of the item or send parts to fix the issues you are having with the product.
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
Givhony Spa does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.