Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at alex@refreshhts.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at alex@refreshhts.co.uk.
Damages 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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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 10 business 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 15 business days have passed since we’ve approved your return, please contact us at alex@refreshhts.co.uk.
Returns & Refund Policy
Thank you for shopping at The Hot Tub Parts Outlet. We understand that getting your spa back up and running is a priority. If your purchase isn’t quite right, we’re here to help.
1. Return Window
You have [30] days from the date of delivery to initiate a return for most items. To be eligible, the item must be in the same condition that you received it: unused, uninstalled, and in its original packaging.
2. Non-Returnable Items
Due to the nature of spa components, certain items cannot be returned:
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Electrical Components: Circuit boards, heaters, sensors, and control panels are non-returnable if the original factory seal/packaging has been opened or if there are signs of installation.
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Chemicals & Water Care: For safety and contamination reasons, these are final sale.
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Custom Orders: Any custom-cut plumbing, vinyl covers, or special-order items.
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Items marked "Final Sale" or "Clearance."
3. The Return Process
To start a return, please follow these steps:
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Request an RMA: Contact us at info@refreshhts.co.uk to receive a Return Merchandise Authorization (RMA) number. Returns sent without an RMA will not be processed.
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Packaging: Securely pack the item in its original box. Please do not write the RMA number directly on the product packaging; write it on the outer shipping carton.
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Shipping: Customers are responsible for return shipping costs unless the return is due to our error (e.g., you received the wrong part). We recommend using a trackable shipping service.
4. Restocking Fees
To keep our prices competitive, a [15-20%] restocking fee may be applied to returns that are not due to a shipping error or manufacturer defect. This covers the cost of inspection, testing, and repackaging.
5. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
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Approved: Your refund will be processed to your original method of payment within [5-7] business days.
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Rejected: If an item is returned used, damaged, or missing parts, it will be sent back to you at your expense or subject to a partial refund at our discretion.
6. Damaged or Defective Items
If your part arrives damaged or is found to be defective upon installation:
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Damaged in Transit: You must report shipping damage within 48 hours of delivery. Please provide photos of the box and the damaged part.
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Warranty Claims: Most parts carry a manufacturer’s warranty. If a part fails after installation, we will assist you in the warranty claim process according to the manufacturer’s guidelines.
Important Note for DIYers
Warning: Hot tub repairs involve high-voltage electricity and pressurized water systems. We strongly recommend that all parts be installed by a licensed technician. The Hot Tub Parts Outlet is not liable for damage or injury resulting from improper installation.
Contact Us If you have any questions about which part you need before you buy, please reach out to our tech support team at info@refreshhts.co.uk. We’d rather help you find the right part now than process a return later!
