Return and exchange policy on walk in tub you purchased

Return and Exchange Policy

Dear Customer,

Thank you for choosing Oasis and for your trust and support. To protect your rights and interests, please note that our bathtubs are individually customized products with significant production costs. Therefore, once an order is placed, returns are generally not accepted. However, we have established the following return and exchange policy for your reference before purchase:

I. Conditions for Exchange

1. 1 Product Quality Issues:
   If you receive a product with quality defects—such as damage, defects, or incorrect delivery—please contact our customer service team within 48 hours of receipt. We will arrange a replacement accordingly. Kindly retain the original packaging and accessories to prevent damage during return shipping. We recommend using a tracked and insured shipping method and keeping all relevant documents. Please note that damages or losses caused by the customer will not be eligible for return or exchange.

2. 2 Size Issues:
   Please confirm the product dimensions with our customer service before placing your order to ensure compatibility with your bathroom. Returns or exchanges will not be accepted for sizing issues arising from customer error.

3. 3 Non-Receipt of Goods:
   If you do not receive your order within the specified delivery time, please contact our customer service promptly. We will coordinate with the logistics provider to investigate and resolve the issue.

4. 4 Other Circumstances:
   If you have other special reasons for requesting a return, please contact our customer service team. While customized products generally cannot be returned, we will endeavor to assist you. Any replacement costs arising from customer reasons will be borne by the customer.

II. Exchange Process

If your request meets the above conditions, please contact us via the contact details on our website or call our customer service hotline. Our representatives will guide you through the exchange procedure.

We appreciate your cooperation in providing accurate and detailed information and following our instructions to ensure timely resolution.

Policy Updates

We reserve the right to modify this return and exchange policy at any time. Any updates will be published on our official website.

Thank you for your understanding and patience. We continuously strive to improve our service quality and provide you with a better shopping experience. Should you have any questions or require further assistance, please do not hesitate to contact us.

Customer Service Hours: Monday to Friday, 8:00 AM – 17:30 PM
Hotline: +86 757 85773811