Start a ReturnUpdated 3 hours ago
Changed your mind? Here’s how to send something back. If your product is faulty or arrived damaged, you’re in the wrong place. Go to Start a Claim or Damaged, Faulty or Missing on Arrival instead. Those cost you nothing.
Before you start
- You have 30 days from the date the carrier confirms delivery to request a return.
- The product must be in new condition, with no water marks, scratches or signs of use, and in its original packaging with every component. A quick check that it powers on is fine. Using it isn’t.
- Inflatable plunges can’t be returned once they’ve been inflated or filled.
- Cedar Tubs, Acrylic Tubs, XEN Saunas and Designer Tubs must be pre-arranged with us. Please don’t move, repack or book a courier until we’ve confirmed the return.
Full conditions and costs are in our Returns Policy.
Step 1: Email us
Send the following to [email protected] (AU, NZ, UK) or [email protected] (US):
- your order number
- the product you’re returning, and why
- photos of the product and its packaging, taken before you pack it.
These photos protect you if anything happens to the product on the way back to us.
Step 2: Get your return approval
We’ll reply within 1–2 business days with your return approval, the return address and packing instructions. Please don’t send anything until you’ve received this. Returns that arrive without approval can be delayed or refused.
Step 3: Pack and send
Pack the product securely in its original packaging with all accessories, parts and manuals. Change-of-mind returns are sent at your cost. Use a tracked service and keep your receipt until the refund lands. For freight items, we’ll arrange collection and confirm the cost with you before booking it.
Step 4: Inspection and refund
We’ll inspect your return within 7–10 business days of it reaching our warehouse. If it’s approved, your refund (less the 10% restocking fee) goes back to your original payment method within 5 business days. If the return doesn’t meet the conditions, we’ll explain why and talk through your options.
Want an exchange instead?
Tell us when you get in touch. Once the return passes inspection, we’ll put the value toward your new product. You’ll pay or receive the price difference.
United Kingdom: within 14 days of delivery, you can cancel for any reason. You pay no restocking fee, and we refund your standard delivery cost too. Your refund is made within 14 days of us receiving the product back. If the product has been used beyond normal checking, we may reduce your refund to reflect its condition.