Return Policy and Warranty
We understand that a problem may arise and a return is desired. We will do what we can to assist you with your return. Below is our return policy. Continue reading for how to request a return.
Items may be returned within 30 days of shipment and must be in sellable condition with items unused and uninstalled.
Items must be returned in original packaging and are subject to a 20% restocking fee. The restocking fee is waived if an item is exchanged or store credit is issued.
Shipping charges are not refundable.
Once item is received and refund approved, customer will be notified by email and a refund will be made to the original form of payment only. Refunds may take several days depending on the customer’s financial institution.
Returns are not allowed for altered or damaged items.
See our warranty sections, for questions regarding warranty issues.
How to Return
To return an item, complete a RGA request form and submit. Once the request is reviewed and approved, the customer will receive a RGA# (Returned Good Authorization #) and instructions on how to return the item. This RGA# must be clearly marked on packaging that is being returned.
Complete this form to request a RGA# (insert a form here)
To return a smaller item, reuse the original or similar packaging. Remove any old labels. Print and attach the return label provided to you by email. Make sure the RGA# is clearly marked on the packaging. Drop off package at your local shipper location.
To return a larger item that was delivered by a LTL truck, the item needs to be returned in the original packaging and by a LTL truck carrier to the warehouse from which the item was shipped. You are responsible for return shipment costs. To use our LTL carrier, please contact 1-888-792-9336. The shipping fee to return the item will be determined at the time the RGA# is issued. The RGA# must be clearly marked on the package.Items are shipped from a warehouse and need to be returned to that location. Do NOT return any item to Still Waters Bath.
Special orders are items that are not normally stocked items or that have been customized in some way. An example is ordering a custom paint for the exterior of a tub. Special orders are non-returnable and non-refundable.
Cancel an Order
Most orders are received and processed the same day or the next business day. You may cancel an order and receive a refund as long as the order has not shipped. Please contact customer service to inquire about the status of your order.
Items damaged during shipment
Every effort is made to ensure items are delivered without damage. It’s important to inspect your shipment as soon as it arrives. If an item arrives damaged, do not sign delivery documents and contact customer service as soon as possible.
There is free shipping on all items over $100 within the continental United States. Shipping is nonrefundable.
Smaller items are shipped by FedEx or UPS.
Larger items are shipped by LTL trucking company to the end of your driveway or curb. Driver will use a lift gate to lower the shipment to the ground but will not move the shipment up to or into the house. The shipping company will call to notify you when they can deliver the shipment. Someone needs to be home when the shipment arrives. It is VERY important that the shipment be inspected for damage before signing delivery documents. If the item is damaged, do not sign the document and call us immediately.
When the product arrives, inspect packages and/or crates. Do not sign delivery documents if the shipment is obviously damaged. Any damages to a shipment must be reported within 48 hours or receiving the shipment. Contact us for assistance.
Please contact Customer Service with any additional questions, or see our FAQs for answers to frequently asked questions.
Mon - Thu: 8am - 8pm (EST)
Fri: 8am - 7pm
Sat: 8am - 5:30pm
All items are warranted to be free of manufacturing and mechanical defects and covered for a period of 1 years from date of purchase. This warranty covers replacement of defective parts only, not of complete product, unless deemed necessary by a customer service representative.
Warranty does not cover: damages incurred as a result of installation, replacement or repair; damages due to improper cleaning, misuse or neglect.
If your merchandise is damaged in shipping, please contact us within five working days. We will correct or replace any damaged items to your satisfaction. Detailed instructions on what to do if your shipment is damaged can be found here.