Refund and Return Policy
Return and Refund Policy
Canceling an Order
At Cold Plunge Custom we are here for you. Cancel your order any time before it ships, and the refunded amount will only exclude a 5% processing fee.
Returns
We offer a 30-day return policy to ensure your satisfaction. If, for any reason, you are not completely happy with your purchase, you may return the item within 30 days of receipt for a refund. Please note that the refunded amount will exclude shipping charges, and a 20% restocking fee will be applied. This fee helps cover the costs associated with processing, inspecting, testing, and recertifying returned items. Please see "***" below.
Credits or refunds may take 3-7 business days to reflect on your statement of account.
If you have questions, please send an email to support@coldplungecustom.com or call us at (720) 408-7786.
***We are partnered with some of the highest quality brands in the US and around the world and are in accordance with their individual return & refund policies. Some Companies allow returns and/or refunds as others do not. Please see brand policies below.
Cancellations of Custom Orders
Other Ineligible items for returns:
- The item was purchased during a clearance or inventory sale.
- The item has been used or altered in any manner.
- The item has sustained damage, rendering it unsellable.
- Any item made-to-order or specially wrapped.
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.
Shipping
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-14 business days.
Order delays have proven to be unavoidable and outside of Cold Plunge Custom's 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 your package upon delivery. If you notice damage, report it to the delivery driver before signing and include specifics on your receipt. For damaged items, email support@coldplungecustom.com right away with photos or videos showing the damage, box, and SKU, along with a brief description. This is essential for processing an insurance claim. If a claim has not been called in within 24hrs it will not be eligible.
Keep all original packaging, as returns for damaged items must include it. All returned items will undergo inspection upon arrival at the brands warehouse. Credits will be issued once the inspection is successfully completed and approved, which typically takes 5 to 7 business days.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Exchanges
To expedite receiving the item you want, we recommend returning the original product first. Once your return is processed and approved, you can place a new order for the desired item.
Exceptions / non-returnable items
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Products purchased during clearance or inventory sales are not eligible for return.
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Items that have been used, altered, or modified in any way cannot be returned.
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Products that are damaged (excluding shipping damage) and no longer fit for resale will not be accepted.
- Any custom wrapped or made-to-order item cannot be returned.
Please Read the Following
When you are making a purchase from Cold Plunge Custom, you are acknowledging the following of the Exchange Agreement:
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I understand I am to inspect the package upon delivery and notate and take pictures if there is any damage and provide it to Cold Plunge Custom within 24 hours of the product being delivered.
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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 or exchange.
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I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
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I understand that if my order has left the warehouse, I am unable to receive a full refund.
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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, which vary by product, but are usually around 25%.
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BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.
We comply with each separate Brand's Shipping & Return Policies.
See each supplier's policies below.
Dundalk Leisurecraft:
Customer's Shipment Responsibility Page
Kryo:
The Cold Life:
ReGen Total Wellness:
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!
Contact support@coldplungecustom.com for any questions.