Refund Policy

Product Quality Assurance

All spas and accessories sold by HOT TUB are new from the manufacturer unless explicitly stated otherwise.

Returns Eligibility

Items are eligible for return and refund only in the following circumstances:

  • The item is damaged upon arrival
  • The item has a manufacturing fault or defect

Return Process

  1. Notification: Please contact our customer service team within 14 days of receiving your order to report any damage or manufacturing defects.
  2. Proof of Issue: Customers may be required to provide photographic evidence of damage or defects prior to return approval.
  3. Return Responsibility: While HOT TUB is happy to accept returns for eligible items, it remains the customer's responsibility to arrange and cover the cost of returning these items to us.
  4. Condition of Returned Items:
    Returned items must be in their original packaging (where applicable) and in the same condition as received. Items showing excessive wear, use, or damage beyond reasonable inspection may not be accepted.
  5. Inspection: Once we receive the returned items, our team will inspect them to verify the reported damage or manufacturing fault.
  6. Refund Processing: Upon confirmation of a valid return reason, we will process your refund promptly to your original payment method.
  7. Processing Time: Please allow up to 14 working days for your refund to be processed and appear in your account.

Exclusions

The following are not eligible for return or refund:

  • Items damaged after delivery due to improper use or installation
  • Items returned without prior authorisation
  • Items showing signs of use beyond reasonable inspection
  • Customised or special order products

Contact Information

For any questions regarding our refund policy or to initiate a return, please contact our customer service team:

Email: info@hot-tub.co.uk

Business Hours: Monday - Friday 8am - 17:00 Saturday & Sunday 9:00am - 14:00

HOT TUB reserves the right to amend this policy at any time. Any changes will be posted on our website.

Last Updated: 23rd March 2025