Delivery & Returns
General Delivery Charges
The following charges are based on average order weight and packing. Parcels are packed individually, number of boxes, or pallet loads. Please note that these charges are subject to change upon shipping
Returns and Cancellations
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
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.
Change an Order
If you wish to change an order simply contact the Hot Tub Filters Direct by calling 01482 213002 or by E-mailing firstname.lastname@example.org. 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 same working day after you place the order. 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").
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:
- Send an E-mail, with the Subject ‘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 213002, please make sure you have the delivery note with your order number on when you call.
Pack your parcel with care and include your name, address, your original order number, details of what you are returning and why; if you fail to pack the parcel 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:
Hot Tub Filters Direct
Outdoor Living Limited,
1 Goulton Street,
We recommend you use a carrier that offers both traceability and insurance. You should obtain a receipt for the parcel when you send it.
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 (in which case see paragraph "Incorrect orders and damaged or faulty products" below).
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 paragraph "Incorrect orders and damaged or faulty products" below).
Please do not send your purchase back to the manufacturer.
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
Refunds (if applicable)
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 original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
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 firstname.lastname@example.org.
Incorrect orders and damaged or faulty products (if applicable)
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.