Return & Refund Policy

If you have any questions about our hot tubs, or delivery please call our friendly team to discuss your options today and we can ensure you to get the best hot tub based on your requirements.

0115 954 8888

If you are having difficulty reaching us on this number, please try

0115 954 5332

1.1     Who we are. We are BlueWhale Spa Ltd,  a company registered in England and Wales with company number 7503863, whose registered office is at Blue Whale Spa Ltd, 11 Glaisdale Drive East, Nottingham NG8 4GU. Our VAT registration is GB 118175616.  

1.2     How to contact us. You can contact us by telephoning our customer service team on 0115 954 8888 or completing the customer service form on our website.    

1.3     How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order or as specified on your account. 

1.4     “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

2.1     When you buy products or services from a business, in law you have a number of rights as a consumer.   Our returns policy does not affect your statutory rights. 

2.2     Please note that we only sell our products and services to consumers.

3.1     If you have bought the products and/or services without meeting us face to face, you can change your mind without giving us a reason and return the products/ cancel the services after you have paid for them in full, within 14 days from the date you receive the products (Cancellation Period).  

Please note: if you have bought products by visiting one of our showrooms you do not have right to cancel if you have changed your mind.  In addition, you will not be able to return any products to us that have been specially made, adapted or customised for you where you have simply changed your mind whether you buy them face to face or not.  

3.2     If you are eligible and want to exercise your right to change your mind during the Cancellation Period, please contact us on 0115 954 888 or complete the customer service form on our website.   

3.3     If you are eligible and exercise the right to change your mind during the Cancellation Period, you will be responsible for any costs of return, any enhanced delivery costs, costs incurred in connection with the installation and position of your product (if any).  You will only be entitled to a full refund if you have handled and inspected the products in the same way as we would allow in one of our showrooms.  If you use and or inspect the products beyond what we would allow in one of our showrooms, we may make deductions to reflect the reduction or diminution in value to the products.  An example of inspection and use which we would not allow in one of our showrooms is where you have filled up the hot tub and used it.  

3.4     If you are eligible and have exercised your right to change your mind during the Cancellation Period, please note that the products will need to be returned to us within 14 days after you have exercised your right to change your mind.   Please note that you will not be entitled to a refund for services if they have already been provided to you.

4.1     Faults and defects within 30 days.  We hope this will not happen but should your products be faulty or not as described then you can return them to us for a full refund within 30 days from the date of delivery or alternatively ask for a replacement.

4.2     Faults and defects after 30 days but within 6 months.  If you notify us that your product after 30 days of delivery but within the first 6 months following delivery,  we are entitled to try and repair the product once or replace it.  If repair or replacement is not possible, during the first six months we may issue you with a refund. 

4.3     Faults and defects after 6 months.  If a defect becomes apparent after 6 months following delivery, the onus is on you to prove that the product was defective on delivery.  Whether you are entitled to a full or partial refund will depend upon the circumstances.   

Please also see our warranty terms below which do not affect your statutory rights at [https://www.bluewhalespa.com/hot-tub-warranty/].

4.4     When you will receive your refund.  

(a)     If you are entitled to refund and have not bought the product with the benefit of finance, we will aim to refund you within 14 working days of having received the returned products if you exercise your right to change your mind during the Cancellation Period (if you are eligible to do so) or in the case of the products being faulty or misdescribed if you return it within 30 days of purchase.  We will refund any monies due to you via the same method of purchase. 

(b)     If you have bought products with the benefit of finance, subject to our right to make any deductions, we will refund any deposit you have paid directly to us and the finance company will deal with your refund.