We are NOW OPEN again from our closure, we have a large backlog of emails and orders so please bear with us. We are working by email only at the moment, we will reply to your query as soon as possible :)
Warranty & Returns
Warranty & Returns
You are more than welcome to return any item and receive a refund. This as long as we are notified within 30 days of you receiving your goods, and the following criteria is met:
Goods have not been used. Goods must be sealed and still in the original packaging (If it came with any) Goods must be in perfect condition. We can only refund monies to the original source of payment all monies will be refunded within 30 days, as stated in the consumer rights regulations.
Items such as made to measure hot tub covers or any others items that are made to certain specifics are excluded from these terms and can not be refunded unless they are faulty or you did not receive the exact item you ordered (Colour, Size, etc) Circuit boards (PCB's) and other computerised equipment can not be returned once they have been fitted and powered up as this voids the manufacturer's warranty. If the item proves to be faulty then we will take the item back, test it and if faulty, look to replace it.
If goods provided, are not as described or faulty/damaged, you are entitled to a refund. * Please email us beforehand to arrange a return or initiate a return request from your order in the my account section of our website.*
You must cover the costs of returning the goods to us. This is only if you have accidentally purchased the wrong item or you have ordered too many or in other similar circumstances. If it is our fault that you have received the wrong item or the item is damaged then we will be liable to cover the costs of returning the item.
Please make sure goods are suitably packaged for transit ( We can not refund or replace items damaged because of insufficient packaging)
Once we received the returned goods we will carry out tests and a full inspection. We will then provide one of the following solutions: 1 - If we find the goods to be in perfect working order, with no-fault, we will return them to you. 2 - If the goods are found to be faulty we will send a replacement. 3 - If goods are damaged in any way not in accordance with the warranty, we will return them to you (Misuse, neglect etc) If you need a replacement before our inspection and decision, you will need to order a replacement through our website as we can not send out replacements until we have checked the goods for stated faults.
Your right to cancel an order for goods starts the moment you place your order and ends 30 days from the day you receive your goods.
If your order consists of multiple goods, the 15 days runs from when you get the last of the batch.
This 15 day period is the time you have to decide whether to cancel, you then have a further 15 days to actually send the goods back.
Your right to a refund. You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.
Refunding the cost of delivery. We do not offer a refund on any postage costs when an item is returned when incorrectly ordered, this type of return will be partially refunded and only the goods will be refunded back to your payment method. If the order had free delivery included then the full order amount will be fully refunded.
Exemptions There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel.
These include PCB's or software if you've broken the seal on the wrapping, perishable items, tailor-made or personalised items.
Also included are goods that have been mixed inseparably with other items after delivery.
Damaged in Transit
Upon receiving your goods from the courier, we advise to fully check the goods and make sure they are in perfect condition. If goods are delivered in transit, then please contact us within 48 hours, if we do not contact our courier within 48 hours then they can not claim for the damaged goods and we can offer you a refund or replacement.
If you do notify us within 48 hours, We will then arrange a solution, be it a refund, or replacement.
How to return goods
Items must be returned as you in the same condition you received them. They must be sealed and in the original packaging.
- Contact us to let us know you are returning goods. You can do this by logging into your account and initiating a return request from your order page. We will be automatically notified about the return and you will receive an email with your returns number and packing slip with our returns address to send to. If you checked out as guest on our website email us and we can initiate the return as above.
- Enclose all manuals (If goods came with them), your receipt or invoice and your contact details please.
- Make sure goods are suitably packaged for transit ( We can not refund or replace items damaged because of insufficient packaging).
- We recommend sending the goods tracked and insured. Unfortunately, we can not refund or replace anything we do not receive.
- Once we have received the goods, we will inspect them and then either approve the return and refund the item(s) or replace if this is requested by you. If the item(s) are not approved for return we will return to you at your expense and contact you to collect payment.
If any of the above criteria have not been met then we reserve the right to refuse a refund. Please address all returns to:
Hot Tub Parts
26 Trethurffe Meadows
Email: [email protected] Tel: 01342 717982
If you have any questions about our warranty or returns policy then please do not hesitate to contact us.