Returns & Refunds
How returns and refunds work, and your statutory rights.
Your right to cancel (UK)
If you are a consumer in the UK, you have a legal right to cancel most online orders within 14 days of receiving your item, for any reason, under the Consumer Contracts Regulations 2013. You then have a further 14 days to send the item back.
We offer a return window of 14 days from delivery, matching the statutory minimum above.
How to return an item
Email us at theteam@aquaserenityspas.co.uk with your order number and let us know you'd like to return your item. We'll confirm the return address, collection arrangements and next steps.
You cover the cost of return collection unless the item arrived faulty, damaged, or not as described, in which case we cover it.
Condition of returned items
You are entitled to inspect an item as you would in a shop. If a spa has been filled, used, or shows signs of installation beyond inspection, we may reduce your refund to reflect the lost value — that is what the Consumer Contracts Regulations allow, and we will always tell you the amount and why before we process it.
Refunds
Once we receive and check your return, we'll refund you within 5 to 10 days to your original payment method. Delivery charges are refunded in line with your statutory rights.
Faulty or incorrect items
If your item arrives faulty, damaged, or not as described, contact us and we'll put it right at no cost to you — a repair, replacement, or refund. Our 3-year warranty covers manufacturing faults beyond the statutory cooling-off period. This does not affect your other statutory rights.
Contact
Questions about a return? Email theteam@aquaserenityspas.co.uk or see our contact page.