Refund policy

 

We have a 30-day return policy, which means you have 30 days after receiving your item to send it back to us. We must be notified if you wish to return within 14 days of delivery so your order is not automatically closed-off on our system, this ensures a refund can still be processed.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can get in touch via our contact us page.

If your return is accepted, we’ll send you instructions on how and where to send your order. Items sent back to us without prior notice will not be accepted nor refunded.

You can always get in touch for any return question via our contact us page.

Damages, faults and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We need to be notified within 48 hours of delivery (for damages) to ensure we can deal with your request, beyond this period it is very difficult to verify the damage has occurred in transit, possibly resulting in refusal of a claim.

If an item has been used but is later found to be faulty, due to hygiene reasons: hot tubs, swim spas and ice baths cannot be returned, but a resolution either being a full replacement, replacement part or repair (depending on the circumstances) will be provided if you are still within the standard guarantee so you will not be out of pocket, please know this is not in breach of your consumer rights.

For claims outside the standard guarantee, please see warranties/manufacturers guarantee.

Warranties/manufacturers guarantee
In the unlikely event a fault occurs, our warranties/manufacturers guarantee are provided by our supplier, meaning they will process any claims of faulty goods, damaged or defective parts. Manufacturers guarantee information is provided on the product pages and if you have any queries regarding warranty, please contact us prior to purchase.

Some of our products are not intended for commercial/business use and as such the supplier cannot offer equivalent warranty (if any) to a commercial/business customer. That said, we will do all we can to use our long standing relationships to try to resolve your issue in the event it might occur, however we would be limited by the agreement of our supplier.

If you have any queries regarding warranty or want to verify if a product is intended for commercial/business use, please contact us prior to purchase.

For hot tubs, swim spas and ice baths, once they have been used (for health & hygiene reasons): Only if you are within your warranty and if our supplier has no other means to repair or replace parts or the whole item to resolve your issue, might you be entitled to a refund (via a credit note), but this is within exceptional circumstances and must be assessed on a case-by-case basis - this would also need to be discussed at length between us and our supplier and may only agreed to if there is no possible resolution (ie. full replacement, repair or replacing parts).

Exceptions / non-returnable items
Certain types of items cannot be returned such as, higher-value items (Over £1000 RRP), bespoke or special order items (non-stocked items, ordered-in specifically for your order: Hot Tubs, Swim Spas, Ice Baths), and anything not in its original unused condition (for hygiene reasons).

Please get in touch prior to purchase via our contact us page to check if an item can be returned if you are unsure. Unfortunately, we cannot accept returns/cancellations on sale items or gift cards.

Due to sanitisation and hygiene reasons, once an item has been used we cannot accept a return under any circumstances. In the unlikely event you experience an issue with your purchase once it’s been used (making it non-returnable), we will resolve this for you via a manufacturer repair, providing replacement parts or if required a full replacement.

On occasion, and to our discretion only, it might be possible to accept a return/cancellation on the non-returnable items listed above, however they would be subject to a minimum admin and restocking amount deducted from the refund (to cover the fees from our payment gateways, shipping charges and restocking charges from our suppliers if applicable) - Please do not hesitate to get in touch once your order is received to discuss this further if needed.

Exchanges
We do not currently offer exchanges on any of our products.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30 days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 30 days have passed since we’ve approved your return, please get in touch via our contact us page so we can investigate further.