At www.woodfiredhottubparts.co.uk, we are committed to customer satisfaction and clarity on returns. Please review our returns policy, including requirements and timelines, before initiating a return. 

 

1. Suitability of Parts

It is your responsibility to ensure that any parts you purchase are compatible and suitable for your hot tub model. Please verify specifications and compatibility carefully, as incorrect purchases may incur return fees.

 

2. Eligibility for Returns 

We accept returns of parts if they are:

- Unopened, unused, and in their original dispatched condition with all packaging, labels, and included accessories intact.

- Returned within 14 days of the dispatch date.

 

Items that do not meet these conditions may not qualify for a refund or may incur additional charges.

 

3. Reporting Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, you must notify us in writing within 24 hours of delivery. Please email us at hello@woodfiredhottubparts.co.uk, including your full delivery address, order number, and any supporting photos to begin the process. We may request further details to assess and facilitate your request.

 

4. Return Process

To initiate a return, please:

1. Contact us at hello@woodfiredhottubparts.co.uk to confirm the return eligibility.

2. Package the item securely, in its original packaging, and use sufficient protection to prevent transit damage.

3. Send returns to:

 

   Unit 1, Bradborough Farm, Southrop, GL7 3PH

 

5. Return Shipping Costs and Responsibility

Customers are responsible for all return postage costs. If the item is damaged during return transit, you may be liable for any damage or loss. The item remains at your risk until received by us, so we strongly recommend:

   - Photographing the item and packaging before dispatch.

   - Choosing a trackable, insured service to ensure coverage for any transit damage.

   - Using adequate packing materials to protect the item.

 

6. Administration Fee

All returns, except those due to verified fault or damage, are subject to a 20% administration fee to cover administration time & processing costs.

 

7. Refunds

Refunds will only be issued to the original payment method used at the time of purchase. Refunds will be processed within 10 working days after we receive and inspect the returned item(s). Please allow for potential banking processing time following our confirmation.

 

8. Non-Returnable Items

Certain items are not eligible for return, including:

   - Custom-ordered parts.

   - Consumables and perishable items.

   - Items that are not returned in original condition or are damaged due to improper packaging or handling by the customer.

 

Contact us prior to returning any item if you are uncertain about its eligibility.

 

9. Exchanges

If you wish to exchange an item, please contact us at hello@woodfiredhottubparts.co.uk. Exchanges are generally subject to the same conditions as returns and may incur additional postage or processing fees.

 

10. Statutory Rights and Cooling-Off Period  

This policy is in addition to your statutory rights under English law, including your right to a 14-day cooling-off period for certain online purchases. During this period, you may cancel your order within 14 days from the day after receiving your goods for a full refund, excluding any costs for return shipping. For more details, please contact us.

 

11. Restocking Timeframes and Exceptions

Returns will be inspected upon arrival. If any item is found to be incomplete, used, or damaged beyond what is necessary to establish its nature, characteristics, and functioning, we reserve the right to make deductions from any refund to reflect the item’s reduced value.​