FAQS
We’re a family-run Lay-Z-Spa specialist based in the New Forest, offering free delivery on hot tubs within 55 miles, with delivery further afield available on request.
Every hot tub is delivered personally by our own team — never on a pallet — ensuring safer handling, help with placement where accessible, and friendly after-care support you won’t get from big retailers.
Below you’ll find answers to common questions about delivery, setup, and support.
Orders, Products & Aftercare
What payment methods do you accept?
We accept all major debit and credit cards, as well as PayPal, Apple Pay, Google Pay, and other secure checkout options.
Are you an official Lay-Z-Spa stockist?
Yes — New Forest Hot Tubs is an approved Lay-Z-Spa stockist.
All our spas are 100% genuine and come with the official Lay-Z-Spa manufacturer’s guarantee.
Do I get a warranty with my spa?
Absolutely. Every Lay-Z-Spa hot tub we sell includes the full manufacturer’s warranty direct from Lay-Z-Spa, giving you complete peace of mind should anything go wrong.
What aftercare do you provide?
As a family-run business, we take pride in offering personal aftercare and ongoing support.
Whether you need help with spa maintenance, chemical care, or warranty advice, we’re always here to help — even long after your order arrives.
We can also initiate warranty claims directly with Bestway on your behalf. Wherever possible, we’ll arrange for your hot tub to be repaired rather than returned — helping streamline the process and get you back up and running faster.
Do you only sell hot tubs?
We specialise in Lay-Z-Spa hot tubs, accessories, and water-care products, but we also stock energy-saving covers, floor mats, and spa essentials to help you make the most of your setup.
Can I return my order?
We accept returns if your item is faulty, damaged, or not as described.
Unfortunately, we can’t accept returns for change of mind once products have been opened, used, or inflated.
For full details, please see our Returns Policy.
Delivery & Shipping
Do you use pallet couriers?
No — never.
Every Lay-Z-Spa is delivered personally by New Forest Hot Tubs using our own vehicles. This means no kerbside pallet drop, no damage risk, and no waiting around for a delivery window. We arrange a day and time that suits you.
Which areas do you deliver to?
We offer delivery on all Lay-Z-Spa hot tubs within 55 miles of the New Forest.
Every Lay‑Z‑Spa is delivered personally by our own team using our own vehicles — never pallet couriers.
Do you deliver to the Isle of Wight?
Yes.
Isle of Wight deliveries are available with an additional ferry surcharge to cover crossing costs. Please contact us with your postcode for a quote.
Can I collect my hot tub?
Yes — collection is available from Blackfield, New Forest by appointment.
We’ll load the spa safely and give you advice on transporting, placement and insulation.
When will my hot tub be delivered?
We’ll contact you to arrange a specific delivery day and time — no vague “8am–6pm” windows.
We typically deliver:
- Monday–Saturday
- Daytime appointments
Do you offer installation or setup services?
Lay-Z-Spas are designed for easy setup, but we’re happy to help with placement and basic guidance during delivery.
Full installation, electrical work, or landscaping isn’t provided.
What if I live outside 55 miles?
If you’re outside our delivery area, please message us with your postcode. We’ll advise if delivery is possible and provide a bespoke quote if so.
Why don’t you offer national courier delivery?
Because it’s not good for you or your spa.
National pallet couriers often:
- Drop kerbside only
- Leave items in unsafe locations
- Damage packaging
- Miss delivery windows
By delivering personally, we ensure your spa arrives safely, and you have direct support from a local specialist.