Cancellations & Refunds: At Openair Luxury we pride ourselves on having the best return policies in the industry. Cancel your order up to 24 hours before we begin processing your order for production completely free of charge (exceptions apply such as custom orders, see below). You will be notified once we have begun production of your order. All orders will begin processing up to 3 business days after your placement of order.
If you have questions, please send an email to customerservice@openairluxury.com or call us at (888)-680-0034.
We reserve the right to cancel orders made by the purchaser. If we cancel orders made by the purchaser a full refund will be returned.
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.
These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Returns.
If you need to return your product, please see brand specific return policies.
KoKoMo Grills: The shipping charges to return the item(s) will be the purchaser’s responsibility. If you are unsatisfied with the components within your purchase and they are not considered a “special order”, you may return the item(s) in original re-salable condition, in the original unopened packaging for a refund within 30 days of the original purchase date. You will be credited (less 30% re-stocking fee and all shipping charges incurred) upon arrival, and inspection of the item(s) at our warehouse. Please contact us for a return authorization prior to the return. Any “manufactured” orders, “floor models” and/or “Dent and Scratch” items are exempt from our Return policies as these are all final sales and items and are not returnable. All items authorized for return must be in salable condition. Merchandise must be in its original box. Merchandise must be unused. All merchandise not meeting the above criteria will be refused or returned to the consumer at the consumer’s expense.
Canadian Spa Company: The shipping charges to return the item(s) will be the purchaser’s responsibility. Customer subject to restocking fee of 30% the original cost of the item if the item is deemed unsellable as new. Product may only be returned within 30 days of original purchase. Items that were refused upon delivery will NOT be refunded. Installed control packs, spas, pumps and circuit boards are final sale and cannot be returned.
Shipping Times
We promise to do our best to get your order to you as soon as possible. We will provide estimated shipping times after we completed processing your order for production and complete with our fulfillment process. Your notification for shipping times will be communicated with your contact information provided via email. All orders will begin processing 24-72 hours after your placement of order.
Order delays have proven to be unavoidable and outside of Openair Luxury control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to customerservice@openairluxury.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty
Warranties vary depending upon the manufacturer. Please see manufacturer's policy for details.
BOGO Promotions
In the event of a Buy One Get on Free (BOGO) promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact customerservice@openairluxury.com
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Please read the following:
When you are making a purchase from Openair Luxury, you are acknowledging the following of the Exchange Agreement:
- I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Openair Luxury within 24 hours of the product being delivered.
- I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund.
- I understand that products need to be returned unopened and unused. An additional restocking fee will occur.
- I understand that if my order has begun production, I am unable to cancel and receive a full refund.
- I understand that orders can only be cancelled within 24-hour after I have placed my purchase.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees. The restocking fee is 30%.
Contact customerservice@openairluxury.com for any questions.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.