Warranty & Returns

Warranty & Returns

We are happy to accept returns on eligible items, provided we are notified within 14 days of you receiving your goods and the return conditions below are met.

Please check all product details, dimensions, part numbers and compatibility information carefully before ordering. Many hot tub and spa parts may look similar but differ in size, configuration or specification. If you are unsure, please contact us before placing your order and we will do our best to help.

To be eligible for return, goods must meet the following conditions:

• Goods must not have been used, fitted or installed.
• Goods must be sealed and in the original packaging where applicable.
• Goods must be in clean, resaleable condition.
• We must be notified before goods are sent back.

We can only refund monies to the original source of payment. Refunds will be processed after the returned goods have been received and inspected. Where statutory cancellation rights apply, refunds are generally made within 14 days of receiving the goods back or evidence that they have been returned. :contentReference[oaicite:1]{index=1}

Exceptions

Items such as made-to-measure hot tub covers, personalised items, specially sourced products or any goods made to specific requirements are excluded from change-of-mind returns unless they are faulty or not supplied as ordered. This does not affect your statutory rights. :contentReference[oaicite:2]{index=2}

Circuit boards (PCB's), control systems and other computerised or sealed electronic equipment cannot be returned once they have been fitted, installed, connected, powered up or removed from sealed packaging, unless they are faulty or incorrectly supplied.

These products must be installed by a competent individual or experienced spa engineer. Incorrect installation may damage the item, void any applicable manufacturer's warranty and may affect or invalidate any warranty claim following inspection.

By placing an order and agreeing to your website terms and policies, the customer confirms that they understand and accept these installation and return conditions. This does not affect any statutory rights where goods are faulty, not as described or not fit for purpose.

Warranty

If goods supplied are faulty, damaged, not as described or not fit for purpose, you are entitled to an appropriate remedy in line with your statutory rights and any applicable warranty. 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 cost of returning goods to us where you have accidentally purchased the wrong item, ordered too many, or are returning goods in similar circumstances. If we have supplied the wrong item or the item is faulty, damaged or not as described, we will cover the reasonable return costs where appropriate. :contentReference[oaicite:5]{index=5}

Please make sure goods are suitably packaged for transit, as we cannot refund or replace items damaged because of insufficient packaging.

Once we receive the returned goods, we will carry out tests and a full inspection. We will then provide one of the following outcomes:

1. If we find the goods to be in full working order with no fault present, we may return them to you.
2. If the goods are found to be faulty and covered by warranty or your statutory rights, we will provide an appropriate remedy, which may include repair, replacement or refund depending on the circumstances.
3. If goods are found to be damaged due to misuse, incorrect installation, neglect, modification, or are otherwise outside warranty terms, we may return them to you.

If you need a replacement before our inspection and decision, you will need to place a new order through our website, as we cannot send out replacements until the original item has been received and checked.

Cancelling Goods

Your right to cancel most online consumer orders starts when you place your order and usually ends 14 days from the day you receive your goods. If your order consists of multiple items delivered separately, the 14-day period usually runs from the day you receive the last item. You then usually have a further 14 days to send the goods back after telling us you wish to cancel.

You should receive a refund within 14 days of us receiving the goods back, or receiving evidence that they have been returned, whichever is sooner. A deduction may be made if the value of the goods has been reduced as a result of handling beyond what is necessary to inspect them. 

Where goods are returned because they were incorrectly ordered, no longer required or otherwise unwanted, return postage is the customer’s responsibility. For partial returns, original outbound delivery charges are non-refundable. Where a full qualifying consumer order is cancelled under statutory cancellation rights, any refund of delivery charges is limited to the basic delivery service only and does not include any premium or upgraded shipping selected at checkout.

There are some circumstances where cancellation rights do not apply, including certain personalised or made-to-order goods, sealed items not suitable for return once opened in some cases, and goods mixed inseparably with other items after delivery.

Damaged in Transit

Upon receiving your goods from the courier, please check them as soon as possible and make sure they are in perfect condition. If goods are damaged in transit, please contact us within 48 hours and provide photographs where possible so that we can raise the issue with the courier and arrange a suitable solution.

If you notify us within this timeframe, we will work with you to arrange an appropriate resolution, which may include a replacement, repair or refund depending on the circumstances.

How to Return Goods

Items must be returned in the same condition in which they were received. They must be sealed and in the original packaging where applicable.

1. 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 and you will receive an email with your returns number and packing slip showing the returns address. If you checked out as a guest, please email us and we can arrange this for you.
2. Enclose all manuals where applicable, along with your receipt or invoice and your contact details.
3. Make sure goods are suitably packaged for transit, as we cannot refund or replace items damaged because of insufficient packaging.
4. We recommend sending goods by a tracked and insured service where appropriate. Unfortunately, we cannot refund or replace anything we do not receive.
5. Once we have received the goods, we will inspect them and either approve the return and refund the item(s), replace them where appropriate, or contact you if the return is not approved.

If any of the above criteria have not been met, we reserve the right to refuse a refund where legally permitted. This does not affect your statutory rights.

Please address all returns to:

Hot Tub Parts

26 Trethurffe Meadows

Ladock, Truro

Cornwall

TR2 4FU

Email: [email protected]
Tel: 01342 776400

If you have any questions about our warranty or returns policy, please do not hesitate to contact us.