Refund policy

Returns Policy

We offer a 14-day return policy, meaning you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be returned in a resaleable condition. You may inspect the item as you would in a retail shop, but it must not be used, installed, or handled beyond what is necessary to establish its nature, characteristics, and fit. Where applicable, items should be returned in their original packaging with any accessories, manuals, and tags included.

You’ll also need to provide your receipt or proof of purchase.

To start a return, please contact us at:

📧 hello@newforesthottubs.co.uk

If your return is accepted, we’ll send you clear instructions on how and where to return your item. Items returned without prior approval cannot be accepted.

If you have any questions about returns, you can always contact us using the email above.

Return Shipping

If you are returning an item because you have changed your mind or ordered the incorrect product, you are responsible for the cost of returning the item.

For your convenience, we can provide a DPD return label for a flat fee of £9.99, which will be deducted from your refund. Alternatively, you may arrange your own tracked return using a courier of your choice.

If your item is faulty, damaged, or we have sent the wrong item, we will cover the cost of the return.

Thermal Covers

Please ensure you have selected the correct thermal cover for your hot tub before opening the packaging. Compatible hot tub models and dimensions are clearly listed on each product page.

Our thermal covers are supplied in vacuum-sealed packaging. Once this packaging has been opened, the cover can no longer be sold as a brand-new product.

If a thermal cover is returned after the vacuum packaging has been opened, we may make a reasonable deduction from your refund to reflect any reduction in the item’s resale value where permitted by law.

Reduction in Refund Value

If an item is returned in a condition that has reduced its resale value through handling beyond what is necessary to inspect it, we reserve the right to make a reasonable deduction from your refund to reflect the reduction in value.

Examples include, but are not limited to:

  • Opening vacuum-sealed packaging where the product can no longer be sold as new.
  • Damage to the original packaging.
  • Signs of installation, assembly, or use.
  • Missing accessories, manuals, or components.

Damages and Issues

Please inspect your order immediately upon delivery and contact us as soon as possible if your item is damaged, defective, or incorrect, so we can assess the issue and make it right quickly.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (e.g. food, flowers, or plants)
  • Custom or personalised products
  • Personal care or hygiene products
  • Hazardous materials, flammable liquids, or gases

Please contact us if you’re unsure whether a specific item is eligible for return.

We are also unable to accept returns on sale items, open-box products, or gift cards unless they are faulty or not as described.

Large Items (Hot Tubs & Spas)

For change-of-mind returns, hot tubs and spas must be:

  • Unopened
  • Unused
  • In their original packaging

Customers are responsible for arranging and paying for the safe return of large items. Due to the size and weight of these products, return shipping costs can be significant.

Returns cannot be accepted for hot tubs that have been inflated, filled with water, or used, unless the item is found to be faulty.

All hot tubs supplied are intended for careful handling and inspection prior to installation.

Manufacturer Warranty (Lay-Z-Spa / Bestway)

All Lay-Z-Spa hot tubs are supplied with a manufacturer-backed warranty provided by Bestway, which begins from the date of purchase.

In the event of a suspected manufacturing fault, the issue will be assessed and handled in line with Bestway’s warranty process. This may include troubleshooting, inspection, repair, or replacement of parts as deemed appropriate by the manufacturer.

We’ll always assist where we can, but warranty decisions, repairs, and replacements are ultimately managed by the manufacturer.

This does not affect your statutory rights.

Exchanges

The quickest way to receive a replacement item is to return the original product.

Once your return has been approved, you can place a new order for the replacement item.

Refunds

Once we’ve received and inspected your return, we’ll notify you whether your refund has been approved.

Where applicable, any return shipping charges or deductions for loss in value will be deducted from your refund before it is processed.

Approved refunds will be processed back to your original payment method within 10 business days.

Please note that it may take additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at:

📧 hello@newforesthottubs.co.uk