This Returns & Refunds Policy forms part of the Terms & Conditions for Concept Spa Ltd. It applies to all consumer purchases (non-business sales) and must be read alongside the full Terms.

1. Eligibility for Returns

If you purchase as a consumer, you may return eligible products within 14 days of delivery under the following conditions:

  • The product must be unused, uninstalled, sealed, and in its original packaging, in a resalable condition.

  • You must notify us by email ([email protected]) within 14 days of the delivery date, quoting your order number.

  • Returns are not permitted for:

    • Custom-made or special-order products

    • Ex-display, ex-demonstration, refurbished, second-hand, or clearance items

    • Saunas and pergolas (due to the complexity, size, and nature of these products)

These products can only be returned if they exhibit a material fault that:

  • Renders the product not fit for its intended purpose, and

  • Cannot reasonably be repaired or remedied through part replacement or adjustment.

For the avoidance of doubt:

  • Cosmetic imperfections (such as minor scratches, scuffs, wood grain variations, acrylic colour differences, or natural manufacturing tolerances) are not considered material faults.

  • Minor component issues (e.g. cracked wood, flaking paint, small parts requiring replacement) do not entitle a customer to reject the product unless the issue prevents safe or intended use and cannot be remedied.

2. Refunds

  • Refunds are processed within 14 days of receiving the returned product.

  • Refunds can only be issued to the original payment method used for the order.

  • Delivery, collection, and rescheduling fees (including embedded “free delivery” costs) are non-refundable.

  • A 15% restocking fee will apply to any non-faulty return or cancellation after an order has been allocated or prepared, even if it has not yet been delivered.

  • Delivery mileage and handling charges will apply for all returns, following our delivery rates in Section 3 of the Terms.

3. Cancellations Prior to Delivery

If you purchased as a consumer (not a business), you may cancel your order before delivery by providing written notice to [email protected].

The following orders cannot be cancelled:

  • Custom-made or made-to-order products, including saunas and pergolas (due to their bespoke or site-specific nature).

  • Products that have already been dispatched, installed, or allocated for delivery (in such cases, see Section 2: Returns & Refunds).

For all other cancellations, we reserve the right to charge a 15% restocking fee on the order value to cover administrative and handling costs.

  • Cancellation must be made by email ([email protected]) quoting your order number.

  • If an order is cancelled within 7 days of the agreed delivery date, the following non-refundable fees will apply to cover logistics and planning costs:

    • Hot Tubs: £399 + £2.50 per mile (round trip)

    • Ice Baths: £399 + £2.50 per mile (round trip)

    • Saunas (Build on Site): £1,200 + £2.50 per mile (plus any hotel or crane costs if already booked)

    • Saunas (Factory-Built, Craned In): £599 + £2.50 per mile (plus any hotel or crane costs if already booked)

    • Pergolas: £1,200 + £2.50 per mile (plus any hotel or crane costs if already booked)

    • Swim Spas: £599 + £2.50 per mile (plus crane and related costs)

These fees reflect the actual transport and resource costs incurred once delivery preparation is underway.

4. Faulty or Defective Goods

For the purpose of refunds or replacements (and separate from the product’s standard warranty coverage), any material faults must be reported to us within 14 days of delivery.

Where a material fault is identified, Concept Spa Ltd is entitled to one visit to diagnose the issue and one reasonable attempt to repair it before a refund or replacement can be requested. This allowance of one repair attempt applies per individual fault rather than per product overall. Some repair work may require multiple visits or span more than one day; where these visits form part of the same repair process for the same fault, they do not constitute additional attempts.

Where a product exhibits a material fault that cannot reasonably be repaired or remedied, Concept Spa Ltd reserves the right, at its sole discretion, to either issue a like-for-like replacement or a refund of the purchase price.

If replacement parts are required, we reserve a reasonable timeframe to obtain and install them. This timeframe may be extended where the product remains safe and usable but parts are delayed by the manufacturer or supplier.

Customers must allow us reasonable access to inspect and repair any faults. Where access is refused, delayed, or the customer prevents repairs from being carried out, any entitlement to a refund or replacement may be delayed, reduced, or voided.

A material fault is defined as a defect that:

  • Renders the product unfit for its core intended purpose, and

  • Cannot be remedied through reasonable repair, part replacement, or adjustment within a reasonable timeframe.

The following do not constitute a material fault and will not qualify for a refund or replacement:

  • Cosmetic imperfections, including (but not limited to) natural colour or grain variations in wood, minor bowing or cracking of wood caused by natural expansion or humidity, minor acrylic scratches, dents, or chips.

  • Manufacturing tolerances such as small dimensional differences.

  • Issues that can reasonably be repaired or rectified, including replacement of individual panels, components, stones, jets, or accessories.

  • Damage or issues caused by weather, Acts of God (e.g., storms, flooding, lightning), user error, misuse, or neglect.

For saunas and pergolas specifically, due to their complexity and the bespoke nature of their assembly, extended timeframes may be required to obtain parts or complete repairs, particularly where issues involve multiple components or specialist materials. Cosmetic concerns relating to these products (e.g., wood movement, grain variations, or expansion and contraction) do not fall within the “reasonable timeframe” expectations and will not qualify for refunds or replacements.

No Compensation Beyond Purchase Price. We are not liable to provide compensation for inconvenience, loss of income, business interruption, or any related costs arising from faults, repairs, or delays. In all cases, the maximum amount refundable or payable is capped at the total purchase price of the product in question.

This clause relates solely to the process for requesting a refund or replacement due to a material fault and does not affect or replace the manufacturer’s or retailer’s standard product warranty.

5. Commercial Customers

Products purchased for commercial, rental, or shared-use purposes (such as gyms, holiday lets, wellness centres, or other business environments) are not eligible for returns, cancellations, or refunds for change of mind or non-fault reasons, due to the nature of commercial use.

Any faults or issues with commercially used products will be handled strictly under the manufacturer’s commercial warranty (which defaults to a maximum of 1 year unless a shorter period is stated for that product) and does not provide any right of cancellation or refund beyond statutory obligations.