Returns Process Summary:
Return requests must be made within 14 days of receiving the goods, you then have another 14 days to return the goods to us.
You must pay the cost of returning the goods to us.
After 28 days then returns will not be accepted.
Defective items will be dealt with under warranty using the same process.
All items (Unless damaged or faulty) must be returned to us in as new, re-saleable condition and in the original undamaged packaging.
To initiate a return or warranty claim press the "Start / View your return" button at the top of this page
Please take the time to read our full returns policy carefully before completing our online returns form.
Once you have submitted a returns request you will receive an email acknowledgment. Following on from this, one of our team will be in touch to either request further information or to supply you with your RMA number and advise you on how to send your items back.
Note - We cannot be liable for items that are returned to us damaged due to inadequate packaging. If you need advice on how best to package your return please call us. Please do not assume that the original packaging will be adequate, you may need to supply new packaging materials.
Returns Policy
For UK & EU consumers we offer a simple returns policy
You have the statutory right to cancel your order within 14 days (14) working days (beginning the day after receipt) you then have 14 days after cancellation to return your goods. This means you have 28 days after delivery to return the goods to us & you must pay the cost of returning the goods to us. After 28 days then returns will not be accepted.
We will be happy to refund or exchange a product provided it is returned to us in as new fully resaleable condition.
*Exclusions apply - Certain items are non-refundable please see notes below.
We cannot offer refunds or accept returns on the following (unless they are faulty):
- (a) Special Order Goods (E.g. Hot tub covers, Pump refurbs, items ordered in especially from a manufacturer)
- (b) if sealed packages have been opened on sensitive electronic goods (e.g. PCBs - printed circuit boards);
- (c) Goods that have been fitted/installed
If goods delivered are damaged, missing or incorrect, you must advise us as soon as possible, and within two days from the date of delivery.
If you notify us of a problem with your goods, we will either make good any shortage; replace any goods that are found to be damaged or defective; or refund the amount paid by you for the goods in question as long as your returned product meets our terms and conditions.
Note: We reserve the right to charge a restocking fee of up to 25% for goods not returned in line with our Ts & Cs.
International Customer returns
If you're exercising your EU right to cancel your order within 14 days, we'll refund you for the products and the original standard delivery charge (if applicable)
We will refund the standard (not expedited) delivery charge made on orders only if they are returned to us within 14 days of receipt.
You will however need to pay for the return delivery or postage.
After the 14 days If you've changed your mind about keeping your item, you'll need to pay for the return delivery or postage (if applicable), and we won't refund the original delivery charge.
For Faulty/warranty items we offer a return to base warranty which means return postage is paid by the sender.
Please contact our customer services team on + 44 (0)1326 371488 for more information.
Damaged in transit - Please inspect your goods immediately upon delivery
When goods are damaged in transit you must report this to us within 24-48 hours or we cannot claim against the courier for the loss.
Please do not install your product if it’s damaged, as once it’s installed you have agreed to it being in good condition.
If you are unable to check the goods upon receipt, please note "NOT CHECKED" on the delivery papers before you sign for the goods.
You then have two working days to check for damage/shortages, as stated above.
Note: We may request photographic evidence of damaged goods so we can claim on our courier.
How to return an item
You must cancel your order in writing (email is fine) - To initiate a return please scroll to the bottom of this page and press "Start My Return"
Please make sure that whatever your reason for returning goods, you obtain proof of postage.
Packaging your return
You must make sure goods are packaged appropriately for transit & you may need to provide additional packaging materials to ensure goods are well protected. We cannot be held liable for goods that are returned to us damaged due to inadequate packaging.
You are also advised to get a certificate of posting & postal insurance as we cannot refund any item that is not returned to us.
Paying for returns
If an order has already been dispatched by us then the costs of the return postage will be at your expense unless the goods are faulty in which case we will normally cover an agreed amount of return postage up to a maximum of £15)
We will be happy to arrange a return using our couriers – a charge will apply (from £15)
Refunds
Refunds can only be made to the original card of purchase. We will process the refund in no more than:
a. 14 days after the day the product is received by us.
b. if there were no goods supplied, 14 days after the day on which you informed us about your decision to cancel your order.
Please note that you the customer is liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to us).
We will refund the price of the item to the purchaser or exchange the product once it is received by us.
We will refund the standard (not expedited) outbound delivery charge made on orders ONLY if they are returned to us within 14 days of receipt.
If an order is returned to us after 14 days from receipt then we will refund the outbound delivery charge only if the goods are damaged, faulty or incorrect. If you are returning an incorrectly purchased item, that we correctly shipped, we will not refund the order shipping charge.
If the order value is over our minimum order value for free shipping, then we will deduct an amount from the invoice total to cover the shipping/handling costs we have incurred to send the items out to you originally.
Restocking Fee
If we find that a product has NOT been returned to us in as new and fully resaleable condition, we reserve the right to refuse a refund on the item or deduct up to 25% of the original selling price from the refund amount.
Warranty Claims
If an item is genuinely faulty customers have the right to a repair or a replacement & in some cases a refund as long as the complaint is made "within a reasonable time".
We will normally require defective goods to be returned to us so that we can inspect goods and/or if necessary, send them back to the manufacturer under warranty for testing.
Note: If goods are found not to be faulty or they are damaged as a result of incorrect installation or misuse then we reserve the right to charge a handling fee to cover any costs that we incur from testing an item or shipping it back to the manufacturer.
As a guide most manufacturers offer a 12-month warranty, but it does vary.
If you think a product might be faulty it is in your best interest to check first that items have been installed correctly and that the product is used in the way that it is intended. Warranty claims will be declined if the product has been misused, neglected or incorrectly installed.
If you discover a fault with an item please contact our customer services team so we can discuss the best course of action to resolve the issue. Where an item is shown to be genuinely faulty then Isell Ltd will usually pay for the reasonable costs of the collection or return postage from the customer. (UK shipping costs will be covered up to an agreed sum usually £15)
Once a faulty warranty claim item has been returned to us, we will examine the product and, if applicable, set it up on test.
- If the product is working correctly, we will return it to you. Note:We reserve the right to charge a handling fee to cover any costs incurred as some manufacturers charge a fee of £50-£75 to test/inspect goods.
- If the product is faulty, we will repair the goods or send out a replacement product, or if either of these options are not available then we will provide you a credit for the purchase cost of the product.
- If the product has been damaged due to incorrect installation, misuse or neglect then this will result in the withdrawal of the warranty. Please note in this situation some manufacturers charge an inspection fee of £50-£75 which the customer will be liable for.
Isell Limited will not be liable for any loss of use of a Spa/Hot tub or any incidental expenses incurred as a result of the repair or replacement of any spa parts. Cost of installation, removal and or shipping is not covered by any warranty.
International Customers
For Faulty/warranty items please note we offer a return to base warranty only which means return postage to the UK is paid by the sender.
Please contact our customer services team on + 44 (0)1326 371488 for more information
Need a replacement?
If you require a replacement product before returning the faulty one, you will need to buy it through the on-line shop. Replacement products are not sent out until we have received the product (in good condition) and verified the fault exists.
Pre-Installation Advice Notice (Read this before installing any parts on your Spa)
Returns Address
Hydrospares Returns
Isell Ltd
Unit 5 Penrose House
Treleigh Ind Est
Redruth
Cornwall
TR16 4DE
We advise that you obtain a certificate of posting & postal insurance, as we can only refund you for items that are returned in a good re-saleable condition. If you have any questions you may call our customer services team on 01326 371488 or drop us an email with your query at: info@hydrospares.co.uk
