Returning Goods - Our Returns Policy
We hope that you're pleased with your purchase from Hot Tub DIY, however we do understand that occasionally, you may need to return goods to us. We've set out below the main reasons why goods tend to be returned, so please read all of the categories and follow the returns process which you feel applies to you.
Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage. Please also be aware that if you are not home when we attempt to collect the goods at the scheduled time, we will charge for a new collection.
Goods Are Faulty On Arrival
If you find that your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund. Where any faulty goods are to be returned to us then please ensure that you read our Return of Faulty Goods: Packaging Guidelines
Goods Become Faulty During Use
If your goods become faulty after delivery, we recommend that you contact Hot Tub DIY for a technical advice and / or warranty repair or replacement. This is often the quickest way to have a fault resolved.
All the parts we sell are covered by the standard UK 1 year (unless stated on specific product detail) return to base warranty as per the sales of goods act 1979. Please note this is based on manufacturers warranty and not on faults caused by usage.
Please note that in some cases it may be disproportionately costly to repair the goods, and so where this is the case, then you will receive replacement goods. Where any faulty goods are to be returned to us, then please ensure that you read our Return of Faulty Goods: Packaging Guidelines.
Goods Damaged On Arrival
If you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 30 days with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. In most cases, where goods are being returned to us due to damage on arrival, then a repair is simply not practicable.
Goods Not As Ordered
If you receive goods from us that differ from what you have ordered, then we strongly recommend that you notify us as soon as possible using our On-line Returns Tool.
Goods Or Order Duplicated
In the event that that your order or goods have been duplicated by mistake, then please notify us as soon as possible using our On-line Returns Form.
If You Have Simply Changed Your Mind
If you have ordered goods from us, but then simply decided that you wish to cancel your order, then you are entitled to do so and have any money that you have paid to us refunded, provided that (a) the goods have not been in your possession for more than 30 Working Days after the day on which you received the goods ('Working Day' means all days other than Saturdays, Sundays and public holidays); and (b) you tell us in writing (preferably using our on-line returns form / email) that you wish to cancel your order.
You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 30 days after the cancellation of your order has been received by us in writing.
If we collect the goods from you, we may charge you for the cost of collection (and we may if we wish deduct this from your refund).
If you have bought the wrong item
If the item we have sent is correct to your order but on arrival you realise you have purchased the wrong item and want to return it, then the 30 day returns policy is relevant, so please return the order in a sellable condition with a cover letter to the address on our contact page. If it is longer than 30 days (either notified or non notified) we have the right to refuse the return, and if the items are damaged, not complete or not in there original packaging we my reject the return completely and send it back to the buyer or charge a percentage of the original price to cover the cost of damage if repairable back to re-sellable.
Please note that for wrongly purchased items the cost of return is covered by the buyer and the initial cost of postage is not refunded.
Packaging Goods for Return
In all cases where goods are to be returned to us, then please ensure that you read our Return of Faulty Goods: Packaging Guidelines
Next Steps: Returning Goods
Please fill out the following form to enable us to quickly manage your return: Hot Tub Parts Return Form