Returns

Please contact our Customer Services team for advice on 0115 954 8888 between Monday to Saturday 9am and 6pm.

We’re sorry that in most circumstances it’s not possible to make changes to your order once its been dispatched from the warehouse.

Your deposit on a hot tub is non-refundable, it covers the incurring costs in preparing the hot tub for sale, processing paperwork, arranging logistics requirements, in case the hot tub has been dispatched from our warehouse.

If your order has already been dispatched from the warehouse, you’ll need to pay for the delivery.

There are some products which we cannot cancel, refund or exchange, including made-to-order items.

If the hot tub you’d like is online but out of stock, then you can check lead time and availability by calling us on 0115 954 8888, making sure you have the product details to hand. If your desired hot tub is available then you can place an order over the phone.

If your order is incomplete, please bear in mind that products may be sent out separately; please allow a little extra time before contacting us.

For damaged products, incomplete orders or dispatched orders that don’t arrive within the expected time, please email our Customer Services Team, or call us on 0115 954 8888 between Monday to Saturday 9am and 6pm.

If you’ve changed your mind about keeping your purchase, we’ll exchange or refund it within 28 days of receiving your order. Unfortunately, we can’t offer you a refund or exchange if passed 28 days.

To be eligible for a refund, your item must be  in the same condition that you have received it.

You can initiate a return by sending us an email to [email protected]. The refund will be for the full value of the returned hot tub, unless otherwise noted.

Deposit fees only will be refunded if the return is due to defective products, inaccurate product descriptions, or an incorrect order.

Credit for returned items will be applied to the credit card or bank account that was used to make the purchase.

Returns will be applied to the purchasing credit card within 5 to 14 days of the date that the returned hot tub is received by our warehouse. Individual bank policies will dictate when this amount is credited to your account.

If you have taken one of our finance options, in case of cancellation we will notify the Finance Provider and they will be in touch with you in regards of your cancellation of your Finance Agreement. For full details, please see your Finance Agreement.

If the return is due to defective products, inaccurate product descriptions, or an incorrect order, call 0115 954 8888 to initiate the return. In these cases, you may be compensated for the return shipping.

Shipping fees don’t apply only if returns are for defective products, products that were not described accurately, or incorrect orders.

You are responsible for paying the shipping cost of the hot tub back to us.

Under the Distance Selling Regulations, consumers have the right to cancel within a time limit of seven working days (not including weekends or bank holidays) after the day on which you receive the goods. If you choose to cancel your order, we require you, the consumer, to pay the cost of returning the item to us.

If you have a faulty hot tub, please call our Technical Support helpline on 0115 954 8888 between 9am – 6pm weekdays.

If an order arrives to you with obvious shipping damage, please refuse the delivery. If you have accepted delivery you will not be eligible for returns.

Please save the paperwork for the order if shipping damage is a possible issue. If you attempt to return the merchandise without contacting the fulfiller, you jeopardise your chances of making a claim, and you may not receive credit for the return.

If you’ve changed your mind about keeping your purchase, we’ll exchange or refund it within 28 days of receiving your order. Unfortunately, we can’t offer you a refund or exchange if passed 28 days.

Credit for returned items will be applied to the credit card or bank account that was used to make the purchase.

Returns will be applied to the purchasing credit card within 5 to 14 days of the date that the returned hot tub is received by our warehouse. Individual bank policies will dictate when this amount is credited to your account.

If you have taken one of our finance options, in case of cancellation we will notify the Finance Provider and they will be in touch with you in regards of your cancellation of your Finance Agreement. For full details , please see your Finance Agreement.

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

Products which have been personalised for you, made-to-order hot tubs, and coupon cards that have been redeemed.

If you’ve changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we’ll exchange or refund it. Unless faulty, this should be within 28 days of purchase.

Ordinarily if you have your delivery note we’ll refund the original debit, credit or charge card used to purchase.

Where a product has been made to measure or personalised for you, we’re unable to refund or offer an exchange.

Deposit fees only will be refunded if the return is due to defective products, inaccurate product descriptions, or an incorrect order. Your deposit on a hot tub is non-refundable, it covers the incurring costs in preparing the hot tub for sale, processing paperwork, arranging logistics requirements, in case the hot tub has been dispatched from our warehouse.

Shipping fees don’t apply only if returns are for defective products, products that were not described accurately, or incorrect orders.

You are responsible for paying the shipping cost of the hot tub back to us. If you choose to cancel your order, we require you, the consumer, to pay the cost of returning the item to us. This doesn’t affect your statutory rights.

To exchange an item please visit our showroom where you’ll be able to exchange your order on the spot (subject to availability).

Prices and availability of products are subject to change without notice. Errors will be corrected where and when discovered. Blue Whale Spa reserves the right to revoke any stated offer, cancel orders, and to correct any errors, inaccuracies or omissions in any stated offer or price, including after an order has been submitted and whether the order has been confirmed and your payment processed.

If your payment has already been processed for the purchase when your order is cancelled, will issue a credit to the payment method used in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.

All prices, pictures, and descriptions on this website are subject to change. We maintain no responsibility for inadvertent errors. Please contact us within 30 days regarding price or promotion discrepancies.

When you place your order with us, you agree to the price and terms indicated on this website. Price differences related to future or past prices in our website or showroom are not refundable.