Here at Hot Tub Parts Superstore we are always more than happy to to refund/return any item, as long as we are notified within 10 days of receiving your goods, and the following criteria is met:
Goods have not been used.
Goods must be sealed and still in the original packaging (If it came with any)
Goods must be in perfect condition.
We can only refund monies to the original source of payment all monies will be refunded within 14 days, as stated in the consumer rights regulations.
Items such as made to measure hot tub covers or any others items that are made to certain specifics are excluded from these terms and can not be refunded unless they are faulty or you did not receive the exact item you ordered (Colour, Size, etc)
Circuit boards and other computerised equipment can not be returned if they have been installed or even taken out of the sealed packaging.
We offer a 1-year warranty on all products with our www.hottubpartsuperstore.co.uk web store (websites) with the exception of spa covers which come with a 2-year warranty. If goods provided, are not as described or faulty/damaged, you are also entitled to a full refund provided they are returned within 30 days of purchase. To make a claim you will need an RMA number. To get an RMA number you must make your claim in writing, an email is sufficient.
You must cover the costs of returning the goods to us in all instances.
Download or request a return form, and enclose it with your the goods you are returning. Please make sure goods are suitably packaged for transit ( We can not refund or replace items damaged because of insufficient packaging)
Once we received the returned goods we will carry out tests and a full inspection.
We will then provide one of the following solutions:
1 - If we find the goods to be in perfect working order, with no-fault, we will return them to you.
2 - If the goods are found to be faulty we will send out a replacement.
3 - If goods are damaged in any way not in accordance with the warranty (Misuse, neglect etc) or above the stated claim period date, we will return them to you.
Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
If your order consists of multiple goods, the 14 days runs from when you get the last of the batch.
This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.
Your right to a refund. You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.
Refunding the cost of delivery The trader has to refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service eg guaranteed next day, it only has to refund the basic cost.
Exemptions There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel.
These include, CDs, DVDs or software if you've broken the seal on the wrapping, perishable items, tailor-made or personalised items.
Also included are are goods that have been mixed inseparably with other items after delivery.
Upon receiving your goods from the courier, we advise to fully check the goods and make sure they are in perfect condition. If goods are delivered in transit, then please contact us within 24 hours, if we do not contact our courier within 24 hours then they can noT claim for the damaged goods and we can offer you a refund or replacement.
If you do notify us within 24 hours, We will then arrange a solution, be it a refund, or replacment.
Items must be returned as you in the same condition you received them. They must be sealed and in the original packagaing.
1 - Contact us to let us know you are returning goods. We will issue you with a returns number.
2 - Enclose all manuals (If goods came with them),your receipt and your contact details.
3 - Make sure goods are suitably packaged for transit ( We can not refund or replace items damaged because of insufficient packaging)
4 - we recommened sending the goods tracked our insured. We can not refund or replace anything we do not receive.
5 - Once we have received the goods, we will inspect and them, and contact you with a decision.
We will only cover the cost of postage for your returns if the goods we supplied were faulty or not as described.
If any of the above criteria has not been met then we reserve the right to refuse a refund.
Please send all returns to: Hot Tub Parts Superstore, 26 Trethurffe Meadows, Ladock, Truro, Cornwall, TR2 4FU.
Tel: 01342 776400
If you have any questions about our warranty or returns policy then please contact us.