Initiate A ReturnUpdated 4 days ago
Before you start
Check that your return request falls within 30 days of your confirmed delivery date. If you're outside this window and your product has developed a fault, see our Warranty articles instead.
Step 1: Check your product is eligible
Review the returns table in our Returns Policy to confirm your product can be returned and that it meets the condition requirements. Key things to note:
- Opened filters, chemicals, and used accessories cannot be returned for change of mind
- Inflatable tubs must be un-inflated and unused
- Cedar Tub, Acrylic Tub, and XEN Sauna returns must be pre-arranged with our team before you do anything
Step 2: Email us to start the process
Send an email to [email protected] with the following:
- Your order number
- Your delivery date
- Your reason for return
- Photos showing the product's current condition and original packaging
For transit damage specifically, contact us within 48 hours of delivery with photos of the packaging and product before you open or assemble anything. We'll confirm eligibility and send return instructions within 1–2 business days.
Step 3: Pack and send
Once we've confirmed your return is approved, pack the product securely in its original packaging with all included accessories and components. Follow the return instructions provided by our team. For change-of-mind returns, you'll be responsible for return shipping costs. We'll provide the return address and any carrier guidance.
Step 4: After we receive it
- Inspection takes 7–10 business days after we receive your return.
- Once approved, your refund is processed within 5 business days to your original payment method.
- If you requested an exchange, we'll confirm availability and dispatch timing once the return has passed inspection.