How to Return Things

Damage / Faulty Goods Returns Policy
Please inspect your goods immediately upon delivery. If goods delivered are faulty, missing or incorrect, you must advise us as soon as possible, and within fourteen days from the date of delivery.
If you notify us of a problem with your goods, we will either make good any shortage; replace any goods that are found to be damaged or defective; or refund the amount paid by you for the goods in question depending on which option you prefer.
Hot Tubs, Saunas & Gazebos
Do not install hot tub, sauna and gazebo products unless you are completely satisfied, as we will not accept any claims for damaged items once they have been installed. Where you, the buyer, has used or installed the goods such use or installation shall be taken as conclusive evidence that you have accepted the goods notwithstanding that there is a defect in the quality or condition of the goods or that they may fail to correspond with their specification and you waive the right, in these circumstances, to make any claim against the company. You must accept full responsibility for the suitability of the goods ordered for the purpose to which they are put before use.  This does not affect your statutory rights.
Non Damaged / Faulty Goods Returns Policy
If you change your mind about your order we accept returns (except for goods that are personalised or made to your specification) as long as the following conditions are met:
  • you contact us in writing within 14 days starting with the day after the delivery date.
  • it is your responsibility to ensure that goods are returned in appropriate protective packaging.  If goods are damaged due to inappropriate packaging or use prior to return  it will not be possible to process your refund and goods will be returned to you.
  • it is not possible to accept the return of damaged or used items.
Please ensure that your hot tub filters fit your tub BEFORE any wrapping is removed.  It will not be possible for hygiene reasons to exchange or provide a refund for filters once the packaging has been removed.
How to Return Items
Please contact us in writing, by letter or email,  before you return any items to us and we will provide you with a returns number. Please mark your returns number clearly on your parcel.
Once your goods have been received we will refund the appropriate amount onto the card you used to place your order.
Freight Charges for Returns
Faulty or incorrectly delivered goods will be replaced free of charge and any reasonable charges you incur in returning the goods to us will be refunded.
If the goods are not faulty you will be responsible for the cost of freight to return them to us.
Please obtain a proof of posting since we will need to see it if the goods do not arrive.
Return of Chemical Items
If you wish to return chemical items you must use a courier service and not Royal Mail.  If you request us to do so, we will arrange for our courier to collect your goods at your own cost.  Goods will be collected from an agreed address between 9:00 and 5:30 on an agreed day (please note that it is not possible to specify an exact time for collection).

The address for all returns is Surespa Ltd c/o Omni Channel Fulfilment Ltd Building A Howard Tenens Europa Business Park Off - Radway Road Stratton St Margaret Swindon SN3 4ND UK