Refund policy

Returns & Refunds

Tub Care · Devon, Cornwall & Somerset

We want every customer to be confident in their purchase. This page explains your rights to return a hot tub, the conditions that apply, and what to do if something goes wrong after your tub is in use.

Hot tubs are large, heavy items that are difficult to resell once opened or used. The conditions below reflect that — they are written within the framework of UK consumer law and are designed to be fair to both you and us.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, if you bought your hot tub online or over the phone you have the right to cancel your order within 14 days of receiving it, for any reason. To exercise this right, the following conditions apply:

- The hot tub must be unopened in its original packaging

- The hot tub must not have been inflated, assembled, filled, or used

- All seals, tags, and protective materials must be intact

- The product must be available for collection at the original delivery address

Hot tubs that have been opened, inflated, filled, assembled, or used in any way are not eligible for a change-of-mind return. This is because once a hot tub has been removed from its sealed packaging it cannot be resold as new, and the diminished value cannot reasonably be recovered.

How to request a cancellation:Email or message us within 14 days of receiving your tub. Tell us your order number and that you'd like to cancel. We'll arrange collection from your delivery address.

Collection & refund process

Once you've notified us within the 14-day window:

- We will arrange collection from your delivery address at a time that suits you

- A collection fee of £75 applies to cover the cost of returning the tub to our depot. This will be deducted from your refund

- On arrival at our depot, we will inspect the hot tub to confirm it is unopened and in resaleable condition

- Provided the conditions above have been met, we will refund the full purchase price (minus the collection fee) to your original payment method within 14 days of receiving the goods back

If the hot tub arrives at our depot opened, used, or damaged through misuse, we reserve the right to refuse the return or apply a deduction reflecting the loss of value. We will contact you with photographs and reasons before doing so.

Faulty or damaged on delivery

If your hot tub arrives damaged, please do not sign for the delivery as received in good condition. Note the damage clearly and contact us within 48 hours. We'll arrange a replacement or refund at no cost to you.

If you discover a fault within 30 days of delivery that wasn't caused by misuse, you're entitled to a full refund or replacement under the Consumer Rights Act 2015. Contact us as soon as you notice the issue and we'll resolve it.

Manufacturer warranty & repairs

All Lay-Z-Spa hot tubs we supply come with a 2-year manufacturer warranty from Lay-Z-Spa (Bestway UK). This covers manufacturing defects and faults that develop through normal use within the warranty period.

Tub Care does not repair hot tubs and does not handle warranty claims on behalf of customers. For any fault that develops more than 30 days after delivery, you should contact Lay-Z-Spa directly:

Lay-Z-Spa Customer Support

Website: lay-z-spa.co.uk/pages/contact-us

They will assess the fault and arrange a repair, replacement parts, or replacement unit under the terms of their warranty.

Keep your original order confirmation from Tub Care — Lay-Z-Spa may ask for proof of purchase to validate the warranty.

What's not covered

The following are not eligible for return or refund:

- Hot tubs that have been inflated, assembled, filled, or used

- Hot tubs returned outside the 14-day cancellation window

- Damage caused by misuse, accidental damage, or failure to follow Lay-Z-Spa's care instructions

- Damage caused by adverse weather, freezing, or improper winter storage

- Chemicals, filters, accessories or consumable items once opened

- Wear and tear over time

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law. The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 set the minimum protections you're entitled to, and our policy operates within that framework.

If you'd like further information on your consumer rights, Citizens Advice provides free guidance at citizensadvice.org.uk/consumer.

Get in touch

If you need to return a hot tub, report a problem, or have any questions about this policy, please contact us:

Tub Care, Highstreet Okehampton 

Email: info@devonandcornwallhottubhire.com

Phone: 07977307604

Hours: Monday to Saturday, 9am–6pm