Refund and Returns Policy

If you visit our showroom or visit us at a show to see the products in person and then order with us, your standard consumer rights apply.

If you order your hot tub or products online or over the phone without seeing it, you’re protected by Distance Selling Regulations.

Below is our returns policy, outlining what you need to do and what we need to do in return.

Returning your hot tub or product because you dont like it…

We appreciate that sometimes a customer can change their mind about their order, even once they’ve received it. If you’ve received delivery of your hot tub or product and you’ve changed your mind about it because you don’t like it or it’s unsuitable for your needs, you can return it under Distance Selling Regulations. These regulations apply if you are buying a product from a supplier without face-to-face contact and where you’ve not had an opportunity to examine the goods before buying. (You can not return your items for this reason if you have seen the product you are buying in person.) When buying at a distance you also have the same legal rights as you would if buying in a shop under the Sale of Goods Act and the Supply of Goods and Services Act.

If you wish to return your hot tub within the first 14 days because you do not want it (and no fault has occurred) then you must pay for the costs of returning it to us.

We are able to provide a quote for collecting the hot tub and bringing it back to our warehouse – these costs will be agreed between us in writing and deducted from the eventual refund or, in the event of a change of model, added to the upgrade cost.

• To complete your return, we require a receipt or proof of purchase.
• The item must be in the same physical condition in which you received it.
• Damage that wasn’t reported at the time of delivery will not be taken into consideration.
• You must take reasonable care of the goods before they are returned in order to allow for resale without us incurring financial loss.
• To be eligible for a return, you are legally obliged to inform us that you want to return it within 14 days of receiving the goods.
• You then have another 14 days in which to return the goods.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you wish to return a hot tub that you have used or one which has been filled with water and chemicals as part of our installation option…

In this instance the hot tub will be considered “used goods” and has a diminished value for resale. Therefore, you will not be entitled to receive a full refund and the reduced value will be refunded to you to protect us from undue financial loss. This will be communicated in writing prior to sending back the hot tub. The hot tub must be returned with all of its accessories, including lid, steps, filters and chemical kits.

If you wish to return your hot tub or product because of a fault…

Although rare, faults can occur with hot tubs and products. If your item is faulty and you’ve had it for more than 30 days, the product cannot be immediately rejected for a replacement or refund and you must allow us at least one opportunity to repair or replace any faulty components.

To report a fault, please call us on 01594 808844, WhatsApp to 07825 086199 or email to hello@hottubsrock.co.uk

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, inspected and approved a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

To return your product, you should mail your product to: Unit 2 Marina Business Park, Lydney. GL15 5ET. Please do not send your purchase back to the manufacturer.

• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

• Depending on where you live, the time it may take for your exchanged product to reach you may vary.

• If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance to guarantee that we will receive your returned item.

You can start your return by calling our team on 01594 808844 and we’ll guide you through the process or contact us at hello@hottubsrock.co.uk for questions related to refunds and returns.

Late or missing refunds

• If you haven’t received a refund yet, first check your bank account again.

• Then contact your credit card company, it may take some time before your refund is officially posted.

• Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@hottubsrock.co.uk.

Errors on our website

Due to the fast-moving nature of our industry and periods throughout the year of high demand, pricing and availability of our products listed on www.hottubsrock.co.uk and www.livingbyve.co.uk are subject to change without prior notice. We do not operate a live stocking system and therefore website stock and delivery timescales are updated manually multiple times per week. Errors will be corrected as and when they are discovered or reported to us. We reserve the right to revoke any offers or discounts at any time, including the cancellation of any orders which benefitted from said offers.

Gift Vouchers

Gift Vouchers Terms & Conditions

1. Gift vouchers are valid for 12 months from the date of purchase and expiry date will be written on the back of the voucher when purchased.

2. Gift Vouchers are available in denominations of £10 with a £10 minimum purchase.

3. Gift Vouchers can only be used in a single transaction; and cannot be exchanged for cash. No change or refund will be given.

4. Gift Vouchers may be used for goods or services of a higher value, on payment of the difference.

5. Gift Vouchers will be subject to verification at time of presentation.

8. In the event of any dispute, the decision of Hot Tubs Rock and Living by Velvet Estates is final.

9. Hot Tubs Rock and Living by Velvet Estates reserves the right to amend these terms & conditions without prior notice.