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 in the same condition that you received it — unused, with tags (where applicable), and in its original packaging. 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 at the email above.

 

 

 

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 or gift cards.

 

 

 

⚠️ 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 covering the cost of return transport for large items.


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.


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