Delivery & Returns

Returns & cancellations

We accept returns if the following conditions are met:

• Ordered less than 30 days ago
• Non sale items
• Unused and in the same condition that you received it
• In the original packaging
• Includes the dispatch note as per the below

When you receive your order, the package will contain a 'despatch' note. This is not an invoice but it should be retained in case you need to return the goods for any reason.

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Special orders

Any special orders of none-stock items which need to be ordered in (for example non-stock parts), will be charged a 20% stocking fee of the total price of the item on all returns.

Cancellations & changing an order

If you wish to change an order simply call us or e-mail online@outdoorlivinghottubs.co.uk. Please include your order number and date the order was placed.

You can only change or cancel an order by contacting us before 3pm on the day you place the order, or the next working day if it’s a weekend. On or after that time, the contract of sale for the products you have ordered is concluded and we cannot stop your order being shipped to you; however your right to cancel an order and return the product remain unaffected (see below Section "Returns").

Returns

To complete your return, we require a receipt or proof of purchase which you will have received within your parcel (also known as a dispatch note), please either:

• Complete the instructions detailed on the return slip within your parcel.
• Send an email to online@outdoorlivinghottubs.co.uk with the subject 'Outdoor Living Online Return Request - Order No’ (the order number shown on the front of the delivery note). Detail the items you wish to return within the email and the reason why.
• Telephone: 01482 212322 (option 3), please make sure you have the delivery note with your order number on when you call.

Pack your parcel with care and include:

• Full name
• Address
• Original order number
• Details of what you are returning and why

If you fail to pack the parcel safely and your goods arrive damaged (as a result of the return trip) we may not be able to process your return.

Then send the parcel to us at:

Outdoor Living Online,
The Hot Tub Showroom,
1 Goulton Street,
Hull,
East Yorkshire,
HU3 4DD

We recommend you use a carrier that offers both traceability and insurance. You should obtain a receipt for the parcel when you send it.

Once the packaging of a product has been opened or the product is returned by you other than in fully saleable condition, for reasons of hygiene and safety, we are unable to refund or exchange them unless they were delivered to you in a damaged or faulty state (in which case see Refunds and Exchanges below).

Please do not send your purchase back to the manufacturer.

Refunds

You will be refunded at the price you paid for the product at the time of your order. Unless your order is a Special Order of a non-stock item, in which case you will be refunded the balance minus a 20% stocking fee.

You will be refunded the product price or exchange the product once the product is received by us at our warehouse. A refund of the delivery charge will not be given unless the products returned are incorrect or were delivered in a damaged or faulty state.

There are certain situations where only partial refunds are granted (if applicable):

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, please follow the below steps:

1. Firstly check your bank account again.
2. Then contact your credit card company, it may take some time before your refund is officially posted.
3. Next contact your bank. There is often some processing time before a refund is posted.
4. If you’ve done all of this and you still have not received your refund yet, please contact us at online@outdoorlivinghottubs.co.uk.

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange it for the same item, send us an email at online@outdoorlivinghottubs.co.uk and then send your item to:

Outdoor Living Online,
The Hot Tub Showroom,
1 Goulton Street,
Hull,
East Yorkshire,
HU3 4DD

Incorrect orders and damaged or faulty products

If you are returning an incorrect order or a product which was delivered to you in a damaged or faulty state, we would ask you to follow the returns procedures set out above.

We will refund you the purchase price, the delivery charge and any parcel carrier costs you incur.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Can’t find the answer you need?

If you have any questions about delivery & returns, don’t hesitate to contact us.

Email: online@outdoorlivinghottubs.co.uk

Telephone: 01482 212322