Refund policy

1.If you are a customer, you have the right to cancel your contract with us within 14 days without giving any reason. This means that during the relevant “cooling down” period if you change your mind or decide for any other reason that you do not want to receive the products, you can notify us of your decision to cancel the Contract and receive a refund. 
2. Your legal right to cancel a Contract starts from the date of the “Order and Payment Confirmation Email”, which is when the Contract between us is formed.
3. To exercise your right to cancel, you must inform us of your decision to cancel the contract. You can do this by an email including your name, address, account number, order / invoice number, signed and dated – before the cancellation period has ended. 
4. If you wish to return the products to us because they are faulty, please contact us on 01782 638742 or sales@staffordshirehottubs.co.uk within 30 days starting from the date you took ownership of the product i.e., the day of the delivery/installation.
5. We will be required to carry out full investigation and resolve the issue and if the fault is not reparable, we will offer alternative options. If you still wish to go ahead with the refund, we will collect the faulty Product(s) at no charge to you. 
6. If your Product is faulty you have the right to receive a full refund for 30 days.
7. However, when a crane or other lifting equipment, or other 3rd party services such as additional manpower has been arranged by the customer to assist with any delivery, the cost of these services is entirely the responsibility of the customer.
8. If the 30 days refund period passed you have the right for a full repair up to 6 months starting from the date you took ownership of the products i.e., the day of the delivery/ installation. 
9. 6 months after the delivery/ installation date you have the right for a full repair if manufacturer fault was proven. 
10. All repairs or exchanges on shell, engineering parts or spa components are set out in your manufacturer warranty which is received with the Products manual on delivery.
11. We may make a deduction from the reimbursement for loss in value of any Products supplied if the loss is the result of any unnecessary handling by customer.
14. The right to return the Products will not apply in the following circumstances: to any products that we have made bespoke and customised specifically for you i.e a factory order not from Staffordshire Hot Tubs & Swimspas stock.