Cancellation, Returns & Refund Policy

1. Bespoke & Made-to-Order Goods

All hot tubs supplied by Wooden SPA Solutions t/a Royal Tubs are built to individual customer specifications and made to order.

Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day cooling-off period and standard right to cancel distance contracts do not apply to goods made to your specifications or clearly personalised.

Once your order is confirmed and the deposit or payment has been received by Wooden SPA Solutions t/a Royal Tubs, production planning commences immediately. You do not have an automatic statutory right to cancel your contract for change of mind.

2. Order Cancellation Requests by the Buyer

If you request to cancel your order prior to delivery, Wooden SPA Solutions t/a Royal Tubs is under no legal obligation to accept the cancellation. However, where Wooden SPA Solutions t/a Royal Tubs agrees in writing to accept a cancellation request:

  • Direct Costs Retained: Wooden SPA Solutions t/a Royal Tubs reserves the legal right to deduct and retain all verifiable, direct costs and losses incurred up to the date of cancellation. This includes, but is not limited to: bespoke materials ordered or altered, non-recoverable supplier fees, workshop labour, design time, administrative overheads, and pre-allocated transport costs.
  • Balance Refund: Any remaining balance from payments made exceeding the net direct costs incurred by Wooden SPA Solutions t/a Royal Tubs will be refunded to the original payment method within 14 days of written agreement.
  • Shortfall: If the direct costs and losses incurred exceed the deposit or monies already paid, you remain legally liable to settle the outstanding balance upon presentation of an itemised invoice.

3. Inspection & Delivery Acceptance

  • Delivery Check: Upon delivery, you or your authorised representative must visually inspect the exterior packaging and the product before signing the delivery consignment note.
  • Visible Transit Damage: Any visible damage to the packaging, structure, or components must be clearly noted on the carrier’s delivery note at the time of delivery. You must notify Wooden SPA Solutions t/a Royal Tubs in writing with clear photographic or video evidence within 48 hours of delivery.
  • Failure to Report: Failure to record transit damage upon delivery may prejudice your ability to demonstrate that the damage occurred in transit rather than during your subsequent handling, offloading, or site positioning.

4. Faulty, Damaged, or Incorrect Goods (Statutory Rights)

Nothing in this policy limits or excludes your non-waivable statutory rights under the Consumer Rights Act 2015.

If your hot tub develops a manufacturing fault, is delivered with damage, or does not match the agreed contract specifications:

  1. Initial 30 Days (Short-Term Right to Reject): If goods are faulty on delivery or breach statutory terms, you are entitled to reject the goods for a full refund, or request a repair or replacement. Wooden SPA Solutions t/a Royal Tubs reserves the right to inspect the goods (either via detailed photographic/video evidence or an in-person assessment) to verify the nature and origin of the reported defect before issuing a refund or collecting the goods.
  2. After 30 Days (Up to 6 Months): If a defect arises after 30 days, Wooden SPA Solutions t/a Royal Tubs is entitled to an opportunity to repair or replace the affected component or the unit within a reasonable time and without significant inconvenience to you. If a repair or replacement is impossible or unsuccessful, you may then claim an appropriate price reduction or exercise your final right of rejection (subject to a deduction for use where permitted by law).
  3. Exclusions from Liability: Statutory remedies do not cover defects, faults, or damage arising from:
    • Normal wear and tear or natural timber movement (including minor surface cracking, drying splits, resin bleed, or colour weathering inherent to natural wood).
    • Incorrect ground preparation, non-level foundations, or poor drainage.
    • Improper offloading, handling, or installation carried out by third-party contractors or by the customer.
    • Chemical damage, improper water treatment, freeze damage, running the heater without water, or failure to follow the supplied user and maintenance manuals.
    • Unauthorised repairs, alterations, or modifications.

5. Returns Process for Defective Goods

  • Authorisation: No returns will be accepted without prior written authorisation from Wooden SPA Solutions t/a Royal Tubs.
  • Collection: For verified faulty or incorrectly delivered hot tubs, Wooden SPA Solutions t/a Royal Tubs will arrange and cover the reasonable cost of collection using a nominated transport partner.
  • Site Access: You are responsible for ensuring that the hot tub is safely disconnected, fully drained, cleaned, and placed at a vehicular access point suitable for collection by a commercial vehicle. Wooden SPA Solutions t/a Royal Tubs is not liable for costs associated with dismantling boundary fences, lifting over structures, or specialist crane services required to extract the unit.

6. Termination by Wooden SPA Solutions t/a Royal Tubs

Wooden SPA Solutions t/a Royal Tubs reserves the right to cancel or terminate the contract prior to delivery upon written notice only under the following lawful circumstances:

  • Unforeseen manufacturing, supply-chain, or logistics impossibility beyond reasonable control (force majeure).
  • Failure by you to make due payments when required.
  • Failure by you to provide adequate delivery access, delivery instructions, or accurate site information required for fulfilment.

Where Wooden SPA Solutions t/a Royal Tubs cancels the contract without breach by you, all monies paid will be refunded to you in full within 14 days.