Refund policy

REFUNDS

If an order is cancelled customer will be receive original payment to the payment method used minus a 3% transaction fee. IF a Product is shipped to a customer and is returned or refunded there are Re-stocking Fees and Return Shipping Fees - see below. Shopify does not refund Malibu the original 3% credit card transaction fee on the order and thus customer will have 3% deducted from monies credited on on any cancelled or refunded order that has not shipped. 

RETURN POLICY on ALL PRODUCTS THAT HAVE BEEN SHIPPED TO THE CUSTOMER ARE SUBJECT TO THE CONDITIONS OUTLINED BELOW:

To be eligible for a return, you must contact us within 30 days of receiving your item. The item must be in the same condition in which it was received, unused, and with all original packaging and materials included and intact.

If your item is no longer in its original packaging, we’re unfortunately unable to accept a return, as we can’t verify how it has been handled or stored.  Please note that custom orders including but not limited to - tile flange additions, linear overflows, motor repositioning, grab bar installations, and other similar modifications cannot be returned, as they are made specifically for your order. 

THERE IS A 30% - 50% Restocking Fee on ALL PRODUCTS SHIPPED TO CUSTOMERS. Customer is Also responsible for ALL RETURN FREIGHT CHARGES. (Which for BATHTUBS can vary from $300-$600) Other products such as Faucets are subject to to standard UPS return shipping charges.

 
To start a return, you can contact us at info@malibuhomeinc.com . We will issue you an RMA # to initiate the process. Items sent back to us without first requesting a return RMA # will not be accepted and will be returned to sender.

Reasons we will not accept a return:

  • The item has already been installed. We know when a tub has or has not been installed, we've been doing this for 30 years.
  • Customized Items. Ex. Special pump placements, linear overflows, molded tile-flanges, non-standard drillings.
  • The item has not been cared for properly. #1 Issue - Job site damage by other sub-contractors. Protecting your bathtub on-site is your responsibility.
  • The item is NOT in the original packing and therefore we will NOT accept a return as we have NO IDEA what has transpired (handling, movement, installation) of item.
  • Buyers remorse - Customer no longer wants product. 

You can always contact us for any return question at info@malibuhomeinc.com.

Refunds on Returned Orders
After receiving an RMA # to initiate the return, we will schedule a shipper to pick up item. We will then notify you once we’ve received and inspected your return. We will then deduct the full return shipping costs plus the 30% - 50% restocking fee against your order total. Any remaining credit (if any) will be automatically refunded on your original payment method. Any Please remember it can take some time for your bank or credit card company to process and post the refund.

Shipping Damages 

Please inspect your order upon reception and contact us immediately if the item is damaged (document with photos). It is very important not to dispose of the container your item was shipped in for two days. You must inspect your shipment for any damages potentially caused by the freight company. We have stringent quality control procedures and document every item that leaves our factories, but damage during freight sometimes happens. IF you see obvious damage to your item - do not accept delivery. After removing your item from the packing you have only 48 hours to inform us of damage to initiate a damage claim caused by the shipping company. Remember, we document every item that leaves our factory.

Please see Shipping Policies for further info.

Defects & Issues

If it is determined the item has a manufacturing defect we will REPAIR OR REPLACE ITEM AT OUR DISCRETION. Please understand, if your installer damages your tub during installation and then tells you the manufacturer sent you a defective tub - we will not accept that return for two reasons. One, the tub was already installed. Two, EVERY TUB is filled, run, and leak tested during quality control before it leaves the factory. We don't send tubs to customers that don't pass our stringent quality control procedures.