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Returns Policy and Procedure

Returns Policy / Procedure


8.1 You have the right to cancel the contract at any time up to 14 days after you receive the goods (see condition 8.2 below ). Please note that this policy has some limitations.


8.2 If you change your mind about the product when you receive it you can return it at any time within 14 working days for a replacement of equivalent value or a credit against any item of higher value by filling in a returns form. If you cannot find anything that you would like to exchange the item for we will refund you for the item less the actual costs of collection.


8.3 Please note this is granted as an opportunity to inspect the goods and not a test period; goods for return must be new, unused, with the original packaging.


8.4 It is your responsibility to ensure that returned goods reach us in good condition. They should be well packed. You must return them to us or request us to collect them, in either case, at your cost.


8.5 Please remember to obtain a returns form and return number from customer services. You can get this information by emailing


8.6 The goods must be returned to us in perfect condition as delivered, with the original undamaged packaging. You should not write anything on the product packaging as the product will not be in its original condition and you will not be refunded.


8.7 If you are returning the goods it is recommended that you take out insurance against damage or if the goods go missing. Please ensure you wrap the parcel up in an outer box so as to ensure that the display or original box will not get damaged.


8.8 If you wish to return the goods more than 14 days after we have delivered them to you, this will be at our discretion and up to a maximum time of 30 days will be allowed. You must not have used the goods and must have kept them in the condition they were delivered. You must return them to us or request us to collect them, in either case, at your cost. There may be an additional administration charge of up to 15% of the purchase price of the goods returned.


8.8.1 We are not obliged to refund any item that has been used, any refund will be at our discretion based on the condition of the item and refurbishment costs.


8.9 Except in the case of faulty or misdescribed goods, if you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to Penguin Hot Tubs Limited at your own cost. You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. In the case of faulty or misdescribed goods the Penguin Hot Tubs Limited, after receiving notification, either collect the goods from you or ask you to return the goods in accordance with our Returns Procedure.


8.10 Once you have notified Penguin Hot Tubs Limited that you are cancelling the contract, Penguin Hot Tubs Limited will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods.


8.11 Any items that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, insured and carried by a reputable carrier. In most cases we use our own delivery company to collect.


8.12 All customers returning goods should keep proof of postage to facilitate claims should goods be lost in transit.

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