Policy Summary:
Cyanna Valley Spas Oversized Item Return Policy (“Return Policy”) sets the criteria for the Authorized
Online Reseller and Purchasing Consumer for the return of a hot tub and/or hot tub cover under certain
conditions. Cyanna Valley Spas and its parent company Viking Spas Inc. will make any and all final
determinations with regard to the authorized return and the approval of any refund based on this policy
and other factors.
What is Cyanna Valley Spas Oversized Item Return Policy?
You may initiate a return for most new and unopened oversized items within 10 days of delivery. A refund
may be issued if the item is in new and unused condition, in its original unopened packaging, and is free
of any damage from any outbound freight or return freight to Cyanna Valley Spas. Cyanna Valley Spas is
not responsible for any freight damage claims and cannot be held liable for any such damage or any
warranty claims that may be the result of damage caused by the freight company.
The Authorized Online Reseller or Purchasing Consumer is responsible for the full cost of return shipping
fees, for any reason, including but not limited to the following:
• Refused delivery without inspection
• A missed delivery appointment
• The return of a non-defective or undamaged product
• The return of a defective or damaged product
All returned oversized items will be fully inspected upon their arrival back at the Cyanna Valley Spas
warehouse. A 25% restocking fee will be deducted from any refund, regardless of the condition of the
product upon arrival at Cyanna Valley Spas. Other deductions may be assessed and applied following the
final inspection.
What happens if my order is damaged or defective upon delivery and inspection?
If the return is a result of inbound freight damage, all details of the damage or defect need to be clearly
noted on all copies of the Bill of Lading and delivery receipt upon your inspection during your delivery in
order for us to assist you with a return or replacement. In addition, Cyanna Velly Spas must be notified
within 24 hours via email at customersrvc@cyannavalleyspas.com.
DO NOT SIGN the Bill of Lading until you have completed your inspection of the item. Also, please do
not wait to inspect the item (i.e. you are storing your item, or you are waiting on completion of a home
improvement project.)
By signing for your delivery without noting any problems with your shipment on the delivery paperwork,
you affirm your item was delivered to you with no damage or defect.
For delivery services requiring a signature*:
• All damage and defects must to be noted on all copies of the delivery receipt and/or a Bill of
Lading and reported to Customer Service customersrvc@cyannavalleyspas.com within 24 hours.
• If the item is severely damaged, note on the Bill of Lading as Refused Due to Damage.
• Please make sure you thoroughly inspect your item while the carrier is still at your home. Any
damages/defects MUST BE NOTED prior to signing for the delivery.
*For delivery services that do not require a signature, please inspect the item right away for any damage.
If damage is found, please contact customersrvc@cyannavalleyspas.com within 24 hours of delivery.
What happens if damage or defects are found after delivery and inspection?
If your shipment did not appear to have any issues at delivery, but you notice damage or a defect after the
carrier leaves, immediately contact Cyanna Valley Spas Customer Service to report the situation, and
make note of the following details:
• Unit serial number
• Delivery date
• Package condition
• How it was received (left at front door, signed for), and description of the damage
Please also do the following:
• Take several pictures showing the affected area(s).
• DO NOT discard any of the shipping box or packing materials.
• DO NOT discard the product itself because it may be necessary for the carrier to inspect the item and
report on the damage.
• DO NOT ship the item back to Cyanna Valley Spas without first being instructed to do so. Failure to
comply may result in denial of a damaged item claim per the shipping carrier's claims guidelines.
If a return is authorized and a refund is granted, how does that work?
All refunds will be processed by the Authorized Online Reseller that sold the item to the Purchasing
Consumer. Cyanna Valley Spas does not issue refunds to the consumer but will work with the consumer
on items such as freight, damage, warranty service and other items. Cyanna Valley Spas and its parent
company Viking Spas Inc. will make any and all final determinations with regard to the authorized return
and the approval of any refund based on this policy and other factors.
