Returns and Refund Policy

Last updated: 20th August 2026

This policy applies to swim spas and hot tubs purchased from Hot Tub Studio (“we”, “us” or “our”), including products purchased:

  • in one of our showrooms;

  • through our website;

  • by telephone; or

  • through another distance or off-premises selling method.

This policy applies to consumer purchases made for purposes wholly or mainly outside a person’s trade, business, craft or profession. Business purchases may be subject to separate terms.

Nothing in this policy limits or excludes any statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer protection legislation.

1. Showroom purchases

Change-of-mind returns

Where you purchase a swim spa or hot tub in person at one of our showrooms, you do not generally have a statutory right to cancel or return the product simply because you have changed your mind, selected the wrong product or no longer want it.

This applies even if the product has not yet been delivered or installed.

However, we offer an additional 30-day change-of-mind return policy for eligible showroom purchases, subject to the conditions in section 2. This is a voluntary policy and is separate from your statutory rights.

Any specific return or cancellation terms agreed with you at the time of purchase will also be shown on your order confirmation, quotation or sales documentation.

Faulty, misdescribed or unsuitable showroom purchases

If a swim spa or hot tub purchased from our showroom is faulty, not as described, not of satisfactory quality or does not meet a purpose that you made known to us before purchase, you have statutory rights under the Consumer Rights Act 2015.

Depending on the circumstances and the applicable legal remedy, you may be entitled to:

  • reject the product and receive a refund;

  • have the product repaired;

  • have the product replaced;

  • receive a price reduction; or

  • exercise a final right to reject the product.

If you identify a fault within 30 days of taking ownership, you may generally have the short-term right to reject the goods and receive a refund. After 30 days, you will normally need to give us a reasonable opportunity to repair or replace the product, subject to your statutory rights.

2. Our additional 30-day return policy

Whether the product was purchased from a showroom or through our website, we may accept a non-faulty return requested within 30 days of delivery or, for a showroom purchase collected by you, within 30 days of collection.

To qualify, the product must:

  • not be faulty;

  • not have been installed, filled, connected to water or electricity, used or altered;

  • be complete with all accessories, controls, manuals and other supplied items;

  • be in an unused and resalable condition; and

  • be accessible for safe collection.

This additional 30-day policy does not apply where the product has been made to your specifications or is clearly personalised, unless we agree otherwise in writing.

We reserve the right to refuse a return under this voluntary policy where the product has been installed, used, filled, connected, modified or damaged.

This voluntary policy does not affect your legal rights if the product is faulty, not as described, unsuitable for its intended purpose or otherwise does not conform to the contract.

3. Online, telephone and off-premises purchases

If you purchase a product online, by telephone or through another qualifying distance-selling method, you normally have a statutory right to cancel without giving a reason.

You must tell us that you wish to cancel within 14 calendar days beginning on the day after you, or someone nominated by you other than the carrier, takes physical possession of the goods.

After notifying us, you must make the product available for collection, or return it, without undue delay and normally within 14 calendar days.

The statutory cancellation right may not apply to products made to your specifications or clearly personalised. We will advise you before purchase if this applies.

The statutory 14-day cancellation right does not apply merely because you visited a showroom. The applicable purchase method will depend on where and how the contract was concluded. If you inspected a product in a showroom but completed the contract remotely, we will assess whether the transaction qualifies as a distance or off-premises contract.

4. Condition, inspection and use

You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functionality, in the same way that you would be able to inspect it in a showroom.

You must take reasonable care of the product while it is in your possession. You may be responsible for any reduction in value caused by handling or use beyond what is reasonably necessary for inspection.

You must not dismantle, move, disconnect or attempt to repair the product unless we have asked you to do so or have agreed this with you in writing.

For bulky goods, you must ensure that the product remains accessible and that collection can take place safely.

5. Collection, delivery and restocking deductions

Swim spas and hot tubs are large, heavy and specialist products. For an approved non-faulty return, we may deduct reasonable, evidenced and legally recoverable costs, including:

  • the reasonable cost of collecting the product;

  • reasonable delivery, handling or transport costs already incurred in connection with the return;

  • reasonable inspection, cleaning, restocking or repackaging costs where the product is not returned in an unused and resalable condition; and

  • the reasonable cost of repairing or replacing missing, damaged or used components.

We will not apply automatic, disproportionate or punitive charges. Any deduction will reflect the actual loss or reasonable cost incurred and will be explained to you.

Where return or collection costs are payable by you, we will confirm the anticipated cost before collection wherever reasonably possible.

For a statutory cancellation, we will refund the cost of the least expensive standard delivery option that we offered. We do not have to refund any additional amount paid for an enhanced or premium delivery service.

Where legally required, we will not deduct return, collection, delivery or other costs from a refund for a faulty, misdescribed or otherwise non-conforming product.

6. Faulty, damaged or misdescribed products

If you believe your swim spa or hot tub is faulty, damaged, not as described, not of satisfactory quality or not fit for its intended purpose, please contact us as soon as possible.

Please provide:

  • your order or invoice number;

  • the product model and serial number;

  • a description of the issue;

  • photographs or video where helpful; and

  • the date on which the problem was first noticed.

We may arrange an inspection or diagnostic assessment. This does not remove or reduce your statutory rights.

Where the product is faulty, we will discuss the appropriate remedy with you on a case-by-case basis. This may include repair, replacement, a price reduction or rejection of the product and a refund.

Where repair or replacement is the appropriate remedy, it will be carried out within a reasonable time, without significant inconvenience to you and at no cost to you. This includes necessary reasonable costs such as labour, parts, delivery, removal and associated transport where required by law.legislation.gov

The manufacturer’s warranty may provide additional protection. Where appropriate, we may arrange a repair or replacement under the manufacturer’s warranty, in full discussion with you. A manufacturer’s warranty does not replace or restrict your statutory rights against Hot Tub Studio.

We will not deduct delivery, collection, restocking, repair or damage charges from a refund where the problem results from a fault, misdescription, incorrect installation by us or another failure to comply with the contract.

7. Damage identified at delivery

Please inspect the external packaging and product at delivery where reasonably possible.

If you identify visible damage:

  • record it on the delivery paperwork, if possible;

  • take photographs before unpacking or moving the product; and

  • contact us promptly.

Please do not arrange independent transport, repairs or disposal without our prior agreement, as we may be unable to reimburse costs that were not reasonably incurred or authorised.

Failure to report damage immediately does not automatically remove your statutory rights, but prompt notification and photographic evidence may help us investigate the issue more efficiently.

8. Refunds

For an approved non-faulty return under our voluntary 30-day policy, we will process the refund after the product has been collected and inspected.

For a valid statutory cancellation, we will refund the amount paid for the goods and any refundable standard delivery charge. We will normally make the refund within 14 days of the earliest applicable date, including when:

  • we receive the goods back;

  • you provide evidence that the goods have been returned; or

  • we receive evidence that the goods have been made available for collection.

We may withhold the refund until the product has been returned or you have provided reasonable evidence that it has been made available for collection.

Refunds will normally be made to the original payment method unless we agree another method with you.

9. Exclusions and limitations

This policy does not affect your rights where the product:

  • is faulty;

  • is not as described;

  • is not of satisfactory quality;

  • is not fit for its intended purpose;

  • was damaged before delivery or during delivery;

  • was incorrectly installed by us or by someone acting on our behalf; or

  • otherwise fails to conform to the contract.

We may decline a non-faulty return under the voluntary 30-day policy if the product has been installed, used, filled, connected, modified or damaged.

We cannot accept responsibility for damage caused after delivery by unsuitable access, inadequate ground preparation, unauthorised movement, incorrect installation, misuse, neglect, freezing, chemical imbalance, lack of maintenance or failure to follow the manufacturer’s instructions. This does not affect your statutory rights where the issue was present at delivery or resulted from our breach of contract.

10. How to request a return or report a fault

Please contact:

Hot Tub Studio
Email: hello@hottubstudio.co.uk
Telephone: 02476 639147
Postal address: A1 Rowood Estate, Murdock Road, Bicester, OX26 4PP

Please include your name, address, order or invoice number, product details and whether you are requesting:

  • cancellation under the statutory 14-day right;

  • a return under our voluntary 30-day policy; or

  • assistance with a faulty, damaged or misdescribed product.

11. Model cancellation wording

This wording is for distance or off-premises contracts where the statutory cancellation right applies:

To: Hot Tub Studio, [insert email or postal address]

I hereby give notice that I cancel my contract for the sale of the following goods:

Product/model: [insert details]
Order number: [insert number]
Ordered on/received on: [insert dates]
Consumer name: [insert name]
Consumer address: [insert address]

Signed: [only required if sent on paper]
Date: [insert date]

12. Governing law

This policy is governed by the law of England and Wales. If you live elsewhere in the UK, you may also benefit from any mandatory consumer protections that apply in your country of residence.