Refund policy

Imperium Spa Covers — Refund & Return Policy

Custom Covers (Made-to-Order)

Custom covers are built to your specifications and are not eligible for return or refund once production has started. To protect you from a poor fit, our Customer Care team confirms every measurement with you in writing before your cover goes into production.

If your cover arrives with a manufacturing defect or doesn't match the confirmed specifications, contact us within 7 days of delivery with clear photos of the issue, and we'll repair, replace, or refund at no cost to you.

Ready-to-Ship Covers

Ready-to-Ship covers may be returned within 14 days of delivery if they are unused, in original condition, and in original packaging. To start a return, email support@imperiumcovers.com with your order number. Return shipping is the customer's responsibility unless the return is due to our error. Refunds are issued to the original payment method within 7-10 business days of receiving the returned cover.

Shipping & Transit Damage

If your cover arrives damaged from shipping, you must report it within 48 hours of delivery and include:
- Photos of the outer packaging
- Photos of the damage to the cover itself
- Your order number

This short window is required because freight carriers have strict claim deadlines we must meet. Reports made after 48 hours may not be eligible for replacement or refund of shipping-related damage.

Manufacturing Defects

If you discover a manufacturing defect after unboxing (premium foam, stitching, vinyl finish, color, or dimensions), contact us within 7 days of delivery at support@imperiumcovers.com with clear photos. We'll arrange a repair, replacement, or refund at no cost to you.

Defects discovered after 7 days that fall under normal manufacturing failure (seam failure, vapor barrier issues, foam core breakdown) are covered by our 3-year warranty. See our Warranty page for full coverage details and how to file a claim.

Non-Returnable Items

- Custom-made covers (except for defects, shipping damage, or our error)
- Covers that have been installed and used
- Covers showing signs of damage from improper chemical balance, animals, sharp objects, impact, snow load exceeding rated capacity, or other user-caused damage
- Cosmetic wear and tear under normal use

Required Documentation

All damage or defect claims must include clear, well-lit photos showing the issue. Claims without photo evidence cannot be processed.

Questions

Contact us at support@imperiumcovers.com. We aim to respond within one business day.