Returns & Refund Policy

At Hot Tub Parts Direct, we want you to be completely satisfied with your purchase. If you need to return an item, please read our policy below.

14-Day Returns

We accept returns within 14 days of the date you receive your order.

To be eligible for a return, the item must be:

• Unopened
• Unused
• In its original packaging
• In a resalable condition
• Accompanied by proof of purchase

Unfortunately, we cannot accept returns after 14 days from the delivery date.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Opened chemicals or water treatment products
• Used filters
• Electrical items that have been installed or connected
• Special order or made-to-order items
• Any item that has been opened, used, damaged or modified by the customer

Faulty or Damaged Items

If your order arrives damaged or develops a fault, please contact us as soon as possible.

Please provide:

• Your order number
• A description of the issue
• Clear photographs of the item and packaging where applicable

We will investigate the issue and arrange a suitable resolution, which may include a replacement, repair or refund where appropriate.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed back to your original payment method within 5–10 working days, depending on your payment provider.

Original delivery charges are non-refundable unless the item is faulty or supplied in error.

Return Postage

Unless the item is faulty, incorrect or damaged on arrival, customers are responsible for the cost of returning goods to us.

We recommend using a tracked delivery service, as we cannot accept responsibility for items lost in transit.

How to Return an Item

Before returning any item, please contact our customer service team for return instructions.

Email: directparts447@gmail.com

Please include:

• Your name
• Order number
• Reason for return

Your Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations.