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Returns and Exchange Policy

We hope you are satisfied with any product purchased from us, but if you wish to return a product for any reason then please follow the below guide to see how the relevant returns process works.

Whatever your issue always quote your ticket number in any correspondence with us.

This will allow us to deal with your problem as quickly and efficiently as possible.

Always state your ticket reference on the returning box. We aim to handle your returns within 5-7 working days of receiving the goods, stock issues may change this but we will endeavour to let you know. Dependant on item value we recommend that you use a recorded delivery service.

Our address is:

Bubbletubs ltd
Unit 2 New Barns Farm
WV15 5PB

Faulty, damaged, missing or incorrect goods received

If goods delivered are faulty, damaged, missing or incorrect, you must advise us via this ticket system at within 7 days from the date of delivery. Therefore we ask you to check goods upon reciept so any issue can be dealt with within a reasonable time frame.

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.

We often require photo evidence of damaged goods so we can claim on our courier, to make the process quicker you can upload any photos and describe the issue through the ticket system.

In majority of cases we require the item to be returned back to us at the above address, we will refund or replace the item once it has been received by us.

We appreciate your time and effort in this matter but these problems do happen and all delivery charges will be refunded.

These terms do not affect your statutory rights as a consumer.

Cancelling an order

For all stock item orders you must notify us, in writing via this ticket number system that you wish to cancel the order within 14 days after the delivery date.

For non-stock, special order items such as replacement spa covers, spas, licensed spa parts and orders that are manufactured to order, you have the right to cancel within 48 hours of placing your order, an invoice is available to print off when you process your order.

You must keep a copy of your notice of cancellation such as a certificate of posting.

If we do not receive notice from you that you wish to cancel the order then you are contractually bound to accept the order and you cannot return the goods unless they are faulty.

If an order is cancelled within either the 14 day or 48 hour periods defined above you will be due a full refund of the order, however, if you have received your goods you will be liable for all return carriage costs . If goods are returned by our courier the charge is currently £18.00. The cost of hot tub lid returns varies dependent on location, contact us for a quotation.

These terms do not affect your statutory rights as a consumer.

Unwanted or wrongly ordered return

If you change your mind about your order we accept returns, you must advise us via this ticket system as soon as possible, and within 14 days from the date of delivery (except for non-stock, special order items and other items that are manufactured to order, these can only be returned if they are faulty) as long as the following conditions are met:

1)The item(s) are returned in the original, undamaged packaging, with all pieces in original condition. Circuit boards and other computerised equipment can not be returned if they have been installed or taken out of the packaging.
2)It is your responsibility to ensure that goods are returned in appropriate protective packaging.
3)If goods are damaged due to inappropriate packaging it will not be possible to process your refund

If you are returning an incorrectly purchased item, that we correctly shipped, we will not refund the order shipping charge.

If the item value is over our minimum order value for free shipping we will still deduct this amount from the invoice total as we have had to pay this courier charge to send the items to you originally.

These terms do not affect your statutory rights as a consumer.

Warranty return

Please contact us via this ticket system before sending back parts for a warranty claim.

Once we have discussed and authorised the issue send the items back to us at the above address.

Do not return any goods to us unless you are asked to do so by us.

It is your responsibility to ship the goods to us at the above address. We operate a "return to base policy". However if warranty is granted we will bear the cost of you returning the item to us and the subsequent redelivery following repair / replacement.

You must ensure that the item(s) returned for warranty repair/replacement are sent with suitable packaging/protection and also insured for any damage during transit.

Items received by us that have been damaged in transit will not be repaired under warranty.

You must also ensure that the returned item is sent to us in a reasonable state for testing i.e. clean and free of any debris from all water inlets/outlets.

Once inspected and verified, we will either repair or replace goods at our discretion.

With any warranty claim, it is in your best interest to check the items have been installed correctly and that the product is used in the way that it was originally intended.

This Warranty does not cover indirect losses eg: labour expenses, loss of earnings or damages which are not the responsibility of Bubbletubs Ltd

A typical warranty claim runs like this:

1) Locate the details of exactly when you bought the product from us. We will need your order reference, purchase date and the serial number of the product if you have them.
2) Log onto the ticket system
3) Indicate the issue regarding your potential warranty claim.
4) Once we authorize the return, box up carefully your item and return to us (it is your responsibility to get the goods back to us in a fit state – so wrap where necessary and in most cases a courier will be best too ensure successful delivery.)
5) Once back at our depot we will examine the product and, if applicable, set it up on test.
6 )If the product is working correctly we will contact you to discuss the issue again, if we cannot locate the fault the goods will be returned to you, you will be liable for all carriage costs.
7) Certain issues may require a more thorough examination and the manufacturer may require to conduct the test, each manufacturer has there own lead times, so please ring us to discuss.

Please note if you need a quick resolution you will have to purchase a new item until warranty is granted, at which time we will refund you for that purchase and delivery costs involved. But be aware if warranty is not granted or your warranty part can be repaired we cannot accept returns on the newly issued part.

Therefore you may be left having two of the same part once the original is returned to you.

Any problems or issues pertaining you claim please email through the ticket system and we will get back to you ASAP

Bubbletubs Ltd
Unit 2 New Barns Farm
WV15 5PB

VAT: 834 2050 60
Registered: 4995297