Refund policy

Refund & Returns Policy

Last updated: 18 May 2026

This Refund & Returns Policy explains how returns, refunds, cancellations, damaged items and faulty goods are handled by Hot Spas UK.

Our website is:

https://hotspasuk.co.uk

For any returns or refund enquiries, please contact us at:

Email: info@hotspasuk.co.uk
Postal address: 12 Thistle Spinney, Worthing, West Sussex. BN13 3GY.

1. Your statutory rights

Nothing in this policy affects your statutory rights.

If goods are faulty, damaged, not as described, or not fit for purpose, you may be entitled to a refund, repair, replacement or other remedy under UK consumer law.

2. Change-of-mind returns

If you buy from us online, you normally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

After telling us you wish to cancel, you then have a further 14 days to return the goods to us.

To start a return, please contact us at:

info@hotspasuk.co.uk

Please include:

  • Your name
  • Order number
  • The item or items you wish to return
  • The reason for return, if you wish to provide one
  • Photos, if the item is damaged or faulty

3. Condition of returned items

For change-of-mind returns, items must be returned in a suitable condition.

Where possible, items should be:

  • Unused
  • Unopened
  • In their original packaging
  • Complete with all parts, accessories, manuals and labels
  • In a resaleable condition

You may inspect goods as you would in a shop, but we may reduce the refund if the item has been handled more than necessary and this has reduced its value.

4. Chemicals, cleaning products and water treatment products

For safety reasons, hot tub chemicals, cleaning products and water treatment products should be returned unopened, unused and with all seals intact.

We may not be able to accept opened or used chemical products for change-of-mind returns unless they are faulty, damaged or incorrectly supplied.

This does not affect your statutory rights.

5. Hot tubs and large items

Hot tubs and other large items may require special delivery or collection arrangements.

If you wish to return a large item because you have changed your mind, you must contact us first so we can confirm the correct return process.

You may be responsible for the cost of returning or collecting large items unless the item is faulty, damaged, not as described, or incorrectly supplied.

Large items must be returned in a clean, unused and suitable condition, with all supplied parts, accessories and documentation.

6. Bespoke, customised or specially configured items

Some products may be made to order, customised, personalised, or specially configured for you.

Where this applies, we will make this clear before or at the time of purchase.

These items may not be eligible for cancellation or change-of-mind return unless they are faulty, damaged, not as described, or incorrectly supplied.

7. Faulty, damaged or incorrect items

Please check your order as soon as possible after delivery.

If an item arrives damaged, faulty, incorrect, missing parts, or not as described, please contact us as soon as possible at:

info@hotspasuk.co.uk

Please include your order number and, where possible, photos showing the issue.

If the item is confirmed as faulty, damaged, not as described, or incorrectly supplied, we will arrange an appropriate solution. This may include a refund, repair, replacement, replacement part, or collection, depending on the issue and your legal rights.

8. Delivery damage

If your order appears damaged on delivery, please take photos of:

  • The outer packaging
  • The damaged area
  • The product itself
  • Any courier labels or delivery paperwork

Please contact us as soon as possible so we can investigate and resolve the issue.

9. Return postage costs

For change-of-mind returns, you are usually responsible for the cost of returning the item to us.

If the item is faulty, damaged, not as described, or incorrectly supplied, we will not expect you to pay reasonable return costs.

We recommend using a tracked delivery service and keeping proof of postage, as we cannot be responsible for returned items that are lost or damaged in transit.

10. Refunds

Once we receive your returned item, or receive proof that you have sent it back, we will inspect the return and process any refund due.

Refunds will usually be made to the original payment method.

We aim to process refunds as quickly as possible, but please allow time for your bank, card provider, PayPal, Shopify Payments, Stripe or other payment provider to complete the refund.

11. Delivery charges

Where you cancel your full order under your change-of-mind rights, we will refund the standard delivery charge you paid, where required by law.

If you selected a more expensive delivery option, such as express or premium delivery, we may only refund the standard delivery amount.

If you return only part of an order, delivery charges may not be refunded unless required by law.

12. Non-returnable items

Some items may not be suitable for return unless faulty, damaged, not as described, or incorrectly supplied.

This may include:

  • Opened or used hot tub chemicals
  • Opened or used cleaning products
  • Items that have been installed, fitted or used
  • Products damaged by misuse, incorrect installation or poor maintenance
  • Bespoke, customised or specially configured products
  • Gift cards, if offered
  • Clearance items, where clearly marked and sold on that basis

This does not affect your statutory rights.

13. Servicing and repair bookings

Servicing, repair visits, call-outs and maintenance appointments are separate from product returns.

If you need to cancel or rearrange a servicing or repair appointment, please contact us as soon as possible.

If parts have already been ordered specifically for your repair, or if an engineer has already attended, charges may apply.

We will always explain any applicable charges as clearly as possible.

14. How to return an item

Before returning anything, please contact us at:

info@hotspasuk.co.uk

We will confirm the return address and any instructions.

Please do not send items back without contacting us first, especially hot tubs, large items, chemicals or fragile parts.

15. Exchanges

We may offer an exchange where suitable.

If you would like to exchange an item, please contact us and we will let you know whether this is possible.

If the replacement item costs more or less than the original item, we will confirm any price difference before proceeding.

16. Refused or failed deliveries

If an order is refused, not collected, or cannot be delivered because incorrect delivery information was provided, we may deduct reasonable delivery, return or handling costs from any refund, where permitted by law.

This does not apply where the issue was caused by us or our delivery partner.

17. Contact us

For all returns, refunds, cancellations or damaged item enquiries, please contact:

Hot Spas UK
Email: info@hotspasuk.co.uk
Website: https://hotspasuk.co.uk
Postal address: 12 Thistle Spinney, Worthing, West Sussex. BN13 3GY.