Return and Refund Policy

Returns

  • Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • Several types of goods are exempt from being returned: Pool and/or Spa chemicals are FINAL SALE and cannot be returned for refund or store credit.  Gift Certificates are also FINAL SALE and cannot be returned. 
  • Items marked Special Order (SPECIALORDER or SO) require a 50% non-refundable deposit.
  • To complete your return, we require a receipt or proof of purchase.
  • Please do not send your purchase back to the manufacturer.

Refunds (if applicable)

IN-STORE: If your product is approved for a refund you will be refunded in the way you paid for your product.

  • DEBIT cards will be refunded as cash if the purchase is under $75 or as a CHECK sent to your home within 5-7 days if it is over $75. 
  • CREDIT cards will be refunded back as credit to the original card. If you no longer have that particular card, store credit will be given. Please allow 4-6 business days to see the refund on your account. 
  • CASH will be refunded as cash if the purchase is under $75 or as a CHECK sent to your home within 5-7 days if it is over $75.  
  • CHECK payments will be refunded as check refunds within 5-7 days and sent to your billing address on file. 

ONLINE:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@shophansens.com.

Exchanges (if applicable) 
We only replace items within 30 days if they are defective or damaged by shipping. If you need to exchange it for the same item, send us an email at info@shophansens.com and send your item to: 4440 Green Bay Road Kenosha Wisconsin US 53144.

Shipping 
To return your product, you should mail your product to: 4440 Green Bay Road Kenosha Wisconsin US 53144 You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

 

 In-Store large package purchases

POOL PURCHASES

Deposits are refundable within 5 days unless it is Special Order. Once a pool is picked up or received by delivery from Hansen's, the product is non-returnable and non-refundable.  If your receipt is marked LAYAWAY, all layaway payments are non-refundable after 30 days. 

SPA PURCHASES

Deposits are refundable within 5 days if your sales ticket is marked STOCK ORDER.  Otherwise, Deposits are non-refundable.  Once product is picked up or received by delivery from Hansen's, the products is non-returnable and non-refundable. 

SAUNA PURCHASES

Deposits are refundable within 5 days unless it is a SPECIAL ORDER.  Once product is picked up or received by delivery from Hansen's, the product is non-returnable and non-refundable. 

PATIO | KITCHEN ISLAND | PERGOLA  PURCHASES

Deposits are refundable within 5 days unless it is a SPECIAL ORDER.  Once product is picked up or received by delivery from Hansen's, the product is non-returnable and non-refundable. 

GRILL PURCHASES

Deposits are refundable within 5 days unless it is a SPECIAL ORDER.  Once product is picked up or received by delivery from Hansen's, the product is non-returnable and non-refundable.