Last updated: 15 August 2026
We want you to be completely satisfied with your purchase from Heavenly Hot Tubs & Swim Spas. This policy explains your rights and how to return or cancel an order.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Contact Details
Heavenly Hot Tubs & Swim Spas
Heavenly Hot Tubs Group Ltd
Unit 9, Vulcan Works
Floors Street
Johnstone
PA5 8QS
Telephone: 0800 464 7985
Email: [email protected]
Please contact us before returning an item so that we can provide the appropriate return instructions.
Cancelling an Online, Telephone or Distance Order
If you are a consumer who purchased an item online, by telephone or through another distance-selling method, you normally have the right to cancel your order without giving a reason.
You must notify us within 14 days beginning the day after you, or a person nominated by you, receives the goods.
After notifying us, you must return the goods within a further 14 days.
To cancel an order, contact us by email at [email protected]. Please provide:
- Your name and address
- Your order or invoice number
- Details of the item being returned
- The reason for contacting us, although you do not have to give a reason when exercising your statutory cancellation right
Condition of Returned Goods
You may inspect an item as you reasonably would in a showroom. You are responsible for taking reasonable care of the goods while they are in your possession.
Items should be returned complete and, where possible, with their original packaging, instructions, accessories and included components.
We may reduce the refund where handling beyond what is reasonably necessary has diminished the value of the goods. This may include goods that have been installed, filled with water, chemically treated, used, damaged or returned incomplete.
We will not apply a cancellation or restocking fee when you exercise a statutory right to cancel.
Return Delivery Costs
Unless the item is faulty, damaged, incorrectly supplied or we have agreed otherwise, you are responsible for the direct cost of returning it.
We recommend using a tracked and appropriately insured delivery service. You are responsible for returned goods until they are received by us.
Certain chemicals and water-treatment products may be restricted by standard postal and courier services. Please contact us before returning chemical products. They must be securely packaged and returned using a carrier authorised to transport them.
Hot Tubs, Swim Spas, Saunas and Other Bulky Products
Hot tubs, swim spas, saunas, cold tubs, pergolas, covers and other large products cannot normally be returned using a standard postal service.
Please contact us before arranging a return. The product must be disconnected, drained, clean and safely accessible for collection.
Unless the product is faulty or we have agreed otherwise, you are responsible for:
- Safe disconnection and preparation
- Suitable lifting equipment
- Crane, HIAB or specialist handling costs
- Access-related costs
- Return transportation
- Any damage caused during return transportation
If you ask us to arrange collection, the collection charge or a reasonable estimate will be provided before the order is completed and confirmed again before collection. Costs depend on the product, location, access and lifting equipment required.
Installation, delivery, crane hire, electrical work and other services already completed are separate service elements and may not be refundable.
Products That Cannot Normally Be Returned for Change of Mind
The statutory right to cancel may not apply to:
- Products made to your individual specifications
- Bespoke or genuinely personalised products
- Special-order items that have been modified specifically for you
- Sealed products that are unsuitable for return for health or hygiene reasons once unsealed
- Products that have become inseparably mixed with other goods
- Services that have been fully completed after you expressly requested that work begin during the cancellation period and acknowledged that the cancellation right would be lost once completed
Selecting a standard model, colour or manufacturer option will not automatically make a product bespoke. We will tell you before accepting the order if a product is considered genuinely customised and whether cancellation rights are affected.
Your statutory rights still apply if an excluded or customised product is faulty, damaged or not as described.
Chemicals and Water-Care Products
Unopened water-care products may be returned in accordance with your cancellation rights, subject to safe and lawful transportation.
For safety reasons, do not return leaking, damaged or inadequately sealed chemical containers.
Opening or using a chemical product may reduce its value substantially and could result in a deduction from the refund, potentially up to the full product value where it cannot safely be resold. This does not affect your rights where the product is faulty, contaminated, damaged or incorrectly supplied.
Filters, Pillows and Water-Contact Products
Please check all dimensions, fittings and compatibility information before opening or installing a filter or replacement component.
A filter, pillow or similar product that has been installed, immersed in water or exposed to spa chemicals may no longer be suitable for resale. Where handling has gone beyond what is necessary to establish compatibility, an appropriate deduction may be made from the refund.
This does not affect your rights if the product is faulty, incorrectly described or incorrectly supplied.
Bespoke and Special-Order Products
Bespoke products made to measurements or specifications supplied by you cannot normally be cancelled or returned because you have changed your mind.
Examples may include:
- Custom-made hot tub and swim spa covers
- Products manufactured to non-standard dimensions
- Personalised items
- Specially modified saunas or buildings
- Products manufactured in a unique, non-standard specification
Where a product uses standard manufacturer options and has not been made genuinely bespoke, your normal cancellation rights may still apply.
Deposits for bespoke or special-order products may be retained only to the extent permitted by law and in accordance with the agreed order terms.
Installation and Other Services
For service contracts arranged online, by telephone or away from our premises, you normally have 14 days to cancel.
If you expressly ask us to begin work during that period and subsequently cancel, you may be required to pay a proportionate amount for work already completed.
If the service has been fully completed within the cancellation period at your express request, and you acknowledged that your cancellation right would be lost on completion, the service charge will not normally be refundable.
Faulty, Damaged or Incorrect Goods
Please inspect your delivery as soon as reasonably possible.
If an item arrives damaged, appears incomplete or is not what you ordered, contact us promptly with your order number and photographs where possible. Reporting visible damage quickly helps us investigate the matter with the carrier, but it does not reduce your statutory rights.
Goods must be:
- Of satisfactory quality
- Fit for their intended purpose
- As described
- Installed correctly where installation forms part of our contract
If goods do not meet these requirements, you may be entitled to a repair, replacement, price reduction or refund.
Consumers normally have a short-term right to reject faulty goods within 30 days of receiving them. After this period, we will normally be entitled to offer a repair or replacement in the first instance, where appropriate.
If goods are faulty, damaged or incorrectly supplied, Heavenly Hot Tubs & Swim Spas will cover the reasonable cost of returning or collecting them.
Damage caused by misuse, incorrect water chemistry, frost, unauthorised alterations, failure to follow the manufacturer’s instructions, incorrect electrical supply or normal wear and tear is not considered an inherent product fault.
Refunds
Approved refunds will be issued to the original payment method unless another method is expressly agreed.
For change-of-mind cancellations, refunds will include the item price and the cost of our least expensive standard delivery option. Additional charges for express, timed or enhanced delivery are not refundable beyond the cost of standard delivery.
We may withhold the refund until:
- We receive the returned goods; or
- You provide evidence that the goods have been returned,
whichever happens first.
Refunds will be processed without undue delay and no later than 14 days after the applicable point above.
Your bank or payment provider may take additional time to show the refund in your account.
Purchases Made Using Finance
If your purchase was made using a finance agreement, please contact us before returning or cancelling the order.
We will notify the finance provider where required. Refunds and adjustments will be processed in accordance with the applicable finance agreement and your statutory rights.
Any separate finance or credit agreement may have its own cancellation terms.
Showroom Purchases
There is no automatic statutory right to return non-faulty goods purchased in our showroom because you have changed your mind.
At our discretion, we may accept an unused, unopened and resaleable showroom purchase returned with proof of purchase within 14 days. We may offer a refund, exchange or credit note depending on the circumstances.
This goodwill policy does not apply to bespoke products, special-order goods, opened chemicals, clearance items or goods that have been installed or used.
Your statutory rights continue to apply to faulty, damaged or incorrectly described goods.
Business and Commercial Purchases
The consumer cancellation provisions in this policy apply to individuals purchasing wholly or mainly outside their trade, business, craft or profession.
Purchases made by holiday parks, holiday-let operators, resorts, landlords, companies or other commercial customers are governed by the applicable quotation, contract and business terms. Business customers do not automatically receive the consumer 14-day cancellation right.
Warranty Claims
Manufacturer warranties are separate from your statutory rights.
Warranty coverage may be subject to registration, servicing, correct installation, appropriate electrical supply, water-care records and compliance with the manufacturer’s conditions.
Please contact us with the product serial number, proof of purchase, details of the issue and supporting photographs where available.
How to Make a Return
Before returning anything, email [email protected] or telephone 0800 464 7985.
Once authorised, returns should be sent to:
Heavenly Hot Tubs & Swim Spas
Unit 9, Vulcan Works
Floors Street
Johnstone
PA5 8QS
Please include your name, order number and contact details inside the parcel.
Unauthorised returns of chemicals, oversized products or items requiring specialist handling may be refused where accepting them would be unsafe or unlawful.