Returns Policy

At Platinum Spas, we want you to be completely satisfied with your purchase. If you are not happy with your hot tub accessories, our returns policy is designed to make the process simple and fair. This policy applies to UK customers only.

1. Change of Mind Returns (30 Days)

  • You may return unused accessories within 30 days of delivery if you change your mind.
  • Items must be returned in their original condition and packaging, with all parts included.
  • You are responsible for the cost of return postage.
  • Hot Tubs, Swim Spas, and Mini Pools: These items may also be returned within 30 days, but a re-stocking fee applies:
    • £500 for hot tubs
    • £1000 for swim spas
    • £1500 for mini pools
      The customer is responsible for arranging and paying for the return delivery/collection, unless the item is faulty (see section 2).
  • Once we receive and inspect the item, we will issue a refund to your original payment method within 14 days.

Please note: for hygiene reasons, we cannot accept returns of certain opened products such as water treatment chemicals, filters, or other consumables once the seal has been broken.

2. Faulty or Damaged Items

Your statutory rights are protected under the Consumer Rights Act 2015.

  • If your item is faulty, damaged, or not as described, you are entitled to a full refund within 30 days of delivery.
  • After 30 days and up to 6 months, we will offer a repair or replacement in the first instance. If this is not possible, you will be entitled to a refund.
  • We will cover the cost of return postage for faulty or incorrect items.

3. How to Return an Item

  1. Contact our customer service team at info@platinum-spas.com or call 01246 559071 with your order number and reason for return.
  2. We will provide you with detailed return instructions and the correct return address.
  3. For accessories: pack your item securely and return via a tracked delivery service (we cannot accept responsibility for items lost in transit).
  4. Send the parcel using a tracked delivery service. We cannot accept responsibility for items lost in return transit.
  5. For hot tubs, swim spas, and mini pools: our team will confirm the collection process and costs, including the applicable restocking fee if the return is due to change of mind.

4. Refunds

  • Refunds will be issued to your original payment method within 14 days of us receiving and inspecting your return.
  • Delivery charges will only be refunded if the item is faulty, damaged, or incorrectly supplied.
  • Restocking fees (see section 1) will be deducted from refunds for hot tubs, swim spas, and mini pools returned due to change of mind.

5. Exclusions

The following items cannot be returned unless faulty:

  • Personalised or custom-made products
  • Opened water treatment chemicals or consumable items (for hygiene and safety reasons)

If you have any questions about our returns policy, please contact us:
info@platinum-spas.com
01246 559071