Return & Refund Policy

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Return & Refund Policy for purchases on or after the 10th June 2022

1. Information about us and how to contact us

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. Your legal rights - an overview

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. If you are a consumer and you have changed your mind

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 wish to return the Products to us under this clause 3 because they are faulty or mis-described, please contact us on 0115 954 8888. In addition to a refund in full for the price of a defective Product(s), we will refund you (using the same method of payment you used) as soon as possible, together with any applicable delivery charges.

(a)      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.

(b)      We will collect or arrange collection for any faulty Product(s) at no charge to you. However, when a crane or other lifting equipment, or other 3rd party services such as additional manpower has been arranged by the customer to assist with any delivery, the cost of these services are entirely the responsibility of the customer. Should any situation arise where the item delivered needs this same service to remove it from the property, payment of the cost of this third-party service will again be entirely the responsibility of the customer, and we will not be liable for any part of the cost of these services.

(c)      Where the tub has been placed in a pit, surrounded by decking, or there have been significant material changes to the site, of any description, which make it impossible to remove the tub with our standard two-person team, it is the responsibility of the customer to arrange for the tub to be moved into a position where we can remove it, undamaged, from the site.

(d)      If, post-delivery, any changes that have been made to the site which now necessitate the use of a crane or other lifting equipment to enable removal of the tub, (this includes removal of doors, gates, fences, or any other obstacles which did not previously exist at the time of the initial delivery) and subsequent positioning of an exchange product, the cost of this equipment and/or any additional labour is to be borne by the customer.

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. What happens if your product is faulty or not as described

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 [].

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 mis-described if you return it within 30 days of purchase.  We will refund any monies due to you via the same method of purchase. 

(b)    In the event of a refund, for any reason whatsoever, the absolute maximum amount that will be refunded is the value of the hot tub at time of purchase.

(c)     For tubs on finance plans, any refund in excess of the deposit amount paid will be refunded directly to the finance company to pay off part of the remaining balance and will not be refunded directly to the customer.

(d)     The cost of consumables such as chemicals and filters will not be refunded.

For Hot Tubs purchased before 10th June 2022

Download your Return & Refund Policy here

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