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
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.
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.
Please fill out the following form to enable us to quickly manage your return: Hot Tub Parts Return Form
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