Our Returns Policy

At Hydrospares, we want to make sure you get the right part for your spa or pool as quickly as possible.

We understand that sometimes things don’t go to plan, so we’ve made our returns process as straightforward as we can.

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.

Read our guide on how to properly Package a Return

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The First Step for Everyone

Whether you are a retail customer or a trade partner, all returns start in the same place. Please use our online portal to get your RMA number before sending anything back - it helps our team process your return much faster!

As standard, we do not offer direct exchanges.

If you have ordered an incorrect item, you will need to return the item to us following the returns process and place a new order for the correct part. This helps us process requests faster and ensures you receive the correct item without delay.

Start / View Your Return

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Items That Cannot Normally Be Returned

There are a few items we cannot accept back unless they are actually faulty:

• Special Order Goods: Items made to your specific measurements (like bespoke Hot Tub Covers) or parts we have specially ordered in from a manufacturer at your request.
• Opened Electronics: Sensitive electronic goods (like PCBs) where the protective anti-static seal has been broken.
• Fitted/Installed Goods: Any part that has been plumbed in, glued, or shows marks from being fitted.
  
  

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Technical Compatibility

Because spa and pool systems can be complex, please keep the following in mind:

Standard Use: Our products are supplied in accordance with their published descriptions and are intended for their stated spa and pool applications.

Custom Projects: If a part is used for something it wasn't designed for, we may not be able to offer a refund or warranty support.

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Returns Policy - Consumer (Retail) Customers

For our home spa and pool owners.

We want you to be 100% happy with your purchase. If you’ve changed your mind, here is how we can help:

• Changed your mind? You have 14 days from delivery to let us know, and another 14 days to get the item back to us. We’ll refund the product cost and your original standard delivery fee.
• Paying for return Shipping: You (the customer) are responsible for the cost of returning the item to us.
  
  

If we’ve made a mistake or the item is genuinely faulty, we will reimburse your reasonable UK return postage costs (up to a maximum of £15) once the fault is verified.

• A quick tip on condition: You’re welcome to take the part out of the box to look at it (just like you would in a shop), but please don't install it or "test-fit" it. If a part comes back with scratches from tools or water marks, we may have to reduce the refund.
• Something arrived damaged? Please let us know within 24 hours. Take a quick photo of the packaging and the part - it helps us sort it out with the courier for you!
• Faulty items: If goods are faulty, misdescribed, or otherwise do not conform to the contract within 30 days of delivery, you may have the statutory right to reject the goods and receive a refund, subject to the Consumer Rights Act 2015.
  
  
  

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Returns Policy - Business (Trade) Customers

For our engineers, dealers, and holiday park partners.

We value our trade partnerships and aim to support your business with a fair and professional service.

• Incorrectly ordered parts: While there is no automatic right to return "change of mind" items in B2B, we usually accept them as a gesture of goodwill. To cover our testing and admin costs, these are subject to a 25% restocking fee.
• Paying for return Shipping: You are responsible for all return shipping costs. Please remember that original outbound shipping charges are not refundable.
  
  

All business warranties are "Return to Base." This means the cost and risk of the return are the responsibility of the business customer.

• Seal of Quality: For technical items like PCBs and Control Panels, we cannot accept returns once the anti-static seal is broken (unless the part is faulty).
• Reporting Damage: Please check your deliveries as soon as they arrive! Any transit damage needs to be reported within 24 hours so we can support your claim.
• Technical Support & Claims: If a technical part like a pump, heater, or circuit board develops a fault, we are here to help. To help us get the best result from the manufacturer, we may occasionally ask for a Professional Installation Report (PIR). This is just to help us rule out site-specific issues so we can fast-track your warranty claim and get you back up and running as quickly as possible.
  
  

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Packaging Your Return

Please help us to help you! Many spa parts are heavy or fragile. If a return arrives back to us damaged because the packaging wasn't quite strong enough, we won't be able to issue a full refund.

• Double Box: Use a sturdy outer box. The manufacturer’s "display box" is rarely strong enough for a second trip through the post.
• Padding: Use plenty of bubble wrap or paper - the part shouldn't "rattle" inside.
• Hot Tub Covers: If returning a Hot Tub Cover you will need to re-use the original bag it came in.
• The RMA Number: Clearly write your RMA number on the outer address label, not on the product’s original box

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International Returns (Outside the UK)

We love supporting our customers around the globe! However, international returns can be a bit more complex due to customs and higher shipping costs. Here is what you need to know:

• Changed your mind? If you are in the EU, you have the same 14-day right to cancel as our UK customers. We will refund the product cost and the original standard delivery charge if the full order is returned within 14 days.
• Return Shipping: For all international "change of mind" returns, you will need to cover the cost of the return postage.
• Customs & Duties: Please note that any import duties, taxes, or local customs charges paid at the time of delivery are non-refundable by Hydrospares. We recommend marking your return package clearly as "RETURNED GOODS - RELIEF CLAIMED" to avoid unnecessary customs delays or charges on the way back to us.
• Faulty or Warranty Items: International manufacturer warranty claims are handled on a Return to Base basis. Please see our Warranty Support section below for details.

Thinking of a Return? Because international shipping is expensive, we always recommend double-checking your part numbers or speaking with our technical team before you ship anything back. We might be able to help you troubleshoot the issue remotely first!

Damage, Loss, or Transit Issues: You must inspect all goods immediately upon receipt and report any damage, shortage, or transit-related issue to us within 24 hours of delivery, supported by photographic evidence.

Returns Address

Hydrospares Returns
Isell Ltd, Unit 5 Penrose House
Treleigh Ind Est
Redruth
Cornwall
TR16 4DE

Need a hand? If you’re unsure about a part or how to package it, give our friendly team an email at info@hydrospares.co.uk. We’re here to help!

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Warranty Support

If you think your product has developed a fault, don't worry - we are here to help.

Most of our products come with a 12-month manufacturer’s warranty, though this can vary by brand.

If You Suspect a Fault

Before sending an item back, we highly recommend a quick check of the installation. Many issues can be solved by checking:

• Installation: Is the part fitted as per the manufacturer's guide?
• Water Chemistry: Are the pH and Chlorine/Bromine levels balanced? (Corrosion or scale damage is a common cause of non-warranty failures).
• Power: For electrical parts, is the voltage correct and are the connections secure?

Where a fault is suspected, you should avoid further installation or modification where reasonably possible as this may affect your eligibility for a refund or replacement.

Before returning any item claimed to be faulty, we may ask you to provide reasonable evidence of the fault for assessment, such as photographs, video or other relevant information.

Our Warranty Process

• Contact Us: Drop us an email or call before returning the item. We might be able to help troubleshoot the issue over the phone!
• Provide Evidence: We will ask you for details of the Fault so please make sure you gather photographs, video evidence, and a description of the issue, and any relevant supporting information (such as installation details, error codes).
• Start a Return for Inspection: We will usually need the item back to inspect it here or send it to the manufacturer for forensic testing. You will need an RMA.
• The Result: If the item is found to be genuinely faulty, we will repair, replace, or credit the item for you. For UK consumers we will also reimburse reasonable UK return postage costs (up to £15).
• Replacement Warranty: Where a product is repaired or replaced under a manufacturer's warranty, the warranty applicable to the replacement will be determined by the relevant manufacturer's warranty terms. A replacement does not automatically extend or restart the warranty period unless the manufacturer expressly provides for this.

Important Notes

• Testing Fees: If an item is returned but is found not to be faulty (or damaged due to incorrect installation or poor water chemistry), a testing and handling fee of £50-£75 may be charged. This covers our costs and any fees the manufacturer charges us for their time.
• Incidental Costs: Our warranty covers the part itself. We are not liable for any "loss of use" of your spa, or any costs for plumbers/engineers to remove or reinstall the parts.
• Advanced Replacements: If you need a replacement urgently before the original item has been assessed, you may choose to purchase a replacement separately. Any refund, replacement or credit relating to the original item will be dealt with once the fault and applicable warranty or statutory remedy have been established.

International Claims: All international manufacturer warranty claims are handled on a "Return to Base" basis. The customer is responsible for the cost and risk of returning the item to our UK warehouse. Warranty assessment and any subsequent repair, replacement or credit will be dealt with in accordance with the applicable manufacturer's warranty terms.

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Refunds & Processing

Once your return arrives back at our warehouse, our team will inspect the items to ensure everything is in order. Here is how the refund process works:

How & When You’ll Be Refunded

• Method: All refunds are made back to the original payment method used (e.g., the same card or PayPal account).
• Timeline: We aim to process refunds as quickly as possible, and usually within 14 days of receiving your items back (or 14 days from your cancellation notice if no goods were shipped).
• Verification: For faulty items, please note that we do not offer "advanced refunds." We will process your credit as soon as the fault is verified by our technical team or the manufacturer.

Delivery Charges

• Standard Delivery: For Consumer (B2C) "change of mind" returns, we will refund our basic (standard) outbound delivery charge, provided the item is returned within 14 days. We do not refund premium or express delivery surcharges.
• Incorrectly Ordered Items: If you are returning an item that was correctly shipped by us, but ordered in error, we do not refund the outbound shipping costs.
• Free Shipping Threshold: If your original order qualified for "Free Shipping" and the return brings the total order value below our free shipping threshold, we may deduct a standard shipping/handling fee from your refund to cover the costs we incurred to send the items to you.

Deductions & Condition

• Diminished Value: As the customer, you are responsible for the goods until they reach us. If an item is returned in a condition that suggests it has been handled more than necessary (e.g., it is scratched, dirty, or the packaging is destroyed), we may deduct an amount from your refund to reflect its reduced value.
• B2B Restocking: For our Trade customers, remember that discretionary returns are subject to the 25% restocking fee as outlined in our Business Terms.