Returns & Refunds
Not right, or changed your mind? Most things can come back to us within 30 days. Here is exactly how returns and refunds work, including your legal rights and the few items we cannot take back.
The short version
- Changed your mind: return unused items in their original condition within 30 days.
- Faulty or damaged: tell us within 30 days and we will refund, replace or repair it, and cover the return cost.
- Refunds go back to your original payment method, usually within a few days of us receiving the item.
- Start a return: email [email protected], call 01329 832 294, or bring it into the store.
Your right to cancel (online orders)
If you bought online, you can cancel within 14 days of receiving your order, for any reason, under the Consumer Contracts Regulations. Let us know by email or phone, then return the goods within 14 days of telling us.
We will refund the price of the goods and the standard delivery cost. If you paid extra for a faster delivery upgrade, we refund the standard rate rather than the upgrade. You pay the cost of returning the item to us, unless it is faulty. Items must come back unused and in a resalable condition.
Changed your mind
Beyond the 14-day cancellation period, we are happy to accept returns for up to 30 days from the day you received your order, as long as the item is unused and in its original condition and packaging. Return it by post or bring it into our Hampshire store. Return postage is your responsibility unless the item is faulty.
Faulty, damaged or not as described
If something arrives damaged, faulty, or not as described, you have the right to a refund, replacement or repair under the Consumer Rights Act 2015. We cover the cost of returning it.
- If your order arrives damaged or incomplete, please tell us within 7 days of delivery so we can put it right quickly.
- For a fault that appears within 30 days, you can ask for a full refund.
- After 30 days, we will repair or replace a faulty item in line with your legal rights.
How to return something
Get in touch first so we can log it and tell you the quickest way to return your item:
Email: [email protected]
Phone: 01329 832 294
In person: Southwick Road, North Boarhunt, Hampshire, PO17 6JH
Please include your order number and let us know whether you would like a refund or a replacement. We recommend a tracked or signed-for service for posted returns, as the item is your responsibility until it reaches us.
Items we cannot accept back
For safety, hygiene or practical reasons, a few things cannot be returned unless they are faulty:
- Pool and spa chemicals once opened or with a broken seal.
- Made-to-order, cut-to-size or special-order items.
- Gift cards.
- Items returned used, incomplete, or not in a resalable condition.
[Please confirm this list matches your actual policy, especially the chemicals and special-order points.]
Large and kerbside items
For hot tubs, swim spas and other large items delivered by kerbside, please contact us before returning anything so we can arrange suitable collection. See our delivery information page for how these deliveries work.
Refunds
Once we have received your return, or proof that you have sent it, we will process your refund to your original payment method. This is normally done within a few days and always within 14 days. We will refund the price you paid for the goods, plus standard delivery where the cancellation rules above apply.
Your statutory rights
Nothing in this policy affects your legal rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For free, impartial advice, contact Citizens Advice at citizensadvice.org.uk or on 0808 223 1133.
Questions
If you are not sure about a return, just ask. Email [email protected] or call 01329 832 294 and the team will help.