Refund policy
Refund Policy
This Refund Policy applies only to products that have already shipped to the customer. Orders canceled before shipment are governed exclusively by Malibu Home's Cancellation Policy.
If a refund is approved, it will be issued to the original payment method used at the time of purchase.
Please note that Shopify and our payment processor do not refund the original credit card processing fees charged to Malibu Home. As a result, a 3% credit card processing fee will be deducted from any approved refund.
Return Eligibility
To request a return, you must contact Malibu Home within 30 days of receiving your order.
To be eligible for a return, the product must:
- Be unused and uninstalled.
- Be in the same condition in which it was received.
- Be returned with all original packaging, accessories, and materials intact.
- Have an approved Return Merchandise Authorization (RMA) issued by Malibu Home before being returned.
Products returned without prior authorization will not be accepted and will be returned to the sender.
Non-Returnable Products
The following products are not eligible for return:
- Any product that has been installed.
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Any made-to-order products or customized product, including but not limited to:
- Molded tile flanges
- Linear overflows
- Special pump or motor locations
- Grab bars
- Non-standard drillings
- Any other custom modification requested by the customer
- Products that are no longer in their original packaging.
- Products that have been damaged, altered, or improperly stored after delivery.
- Products damaged by job site conditions or other contractors.
- Returns requested due to buyer's remorse or a change of mind.
Restocking Fees
All approved returns are subject to a 30% to 50% restocking fee, depending on the product and its condition.
Return Shipping
The customer is responsible for all return shipping costs.
Approximate return freight charges:
- Bathtubs: $300 to $600 depending on size and destination.
- Faucets and other parcel items: Standard UPS or carrier return rates.
Original shipping charges are non-refundable.
Refund Process
Once your returned product has been received and inspected, Malibu Home will determine whether it meets the requirements for return.
If approved, the following deductions will apply:
- Return freight charges
- Applicable restocking fee
- 3% credit card processing fee
Any remaining balance will be refunded to the original payment method.
Please allow additional time for your financial institution to post the refund.
Shipping Damage
Please inspect your shipment immediately upon delivery.
If you notice visible shipping damage, do not accept the shipment.
After unpacking your order, you have 48 hours to report any concealed shipping damage. Claims submitted after 48 hours cannot be accepted.
To report shipping damage:
- Take clear photographs of the damage.
- Photograph the packaging.
- Do not discard the packaging until instructed to do so.
Malibu Home photographs and inspects every product before it leaves the factory. While every effort is made to ensure your order arrives in perfect condition, damage can occasionally occur during freight transit.
Please also refer to our Shipping Policy.
Manufacturing Defects
If Malibu Home determines that a product has a manufacturing defect, we will, at our sole discretion, repair or replace the product.
Our bathtubs undergo extensive quality control before leaving the factory, Every made-to-order bathtub including filling, operating, and leak testing. Damage caused during installation or after delivery is not considered a manufacturing defect and is not covered under this policy.
Questions
If you have any questions regarding returns or refunds, please contact us at: