At Castle Hot Tubs, we are committed to providing you with a friendly and efficient service. We acknowledge that sometimes things do not go according to plan. If this is the case with your order, take a look through our returns and refunds policy, then contact our friendly customer services team at: [email protected] and we will do our best to help.
If shipping of a product is delayed or prevented due to circumstances beyond our control (for example – warehouse shortages, import delays, or high demand) we will make every effort to keep you informed of the progress of your items. Please note that our same day dispatch service is not a guarantee of next day delivery.
All claims for compensation for non-delivery must be received Castle Hot Tubs in writing within 30 days from the date of dispatch of the goods. Contact our customer services team by email: [email protected] with your order / invoice details and any supporting information you can supply regarding your claim. Castle Hot Tubs may make such investigations as it deems necessary to satisfy themselves of the validity of any claim and this may take a reasonable amount of time. Any additional information requested to substantiate a claim must be made available to Castle Hot Tubs within 21 days of request. If the information requested is not received within this timescale, Castle Hot Tubs reserve the right to close the claim without any compensation due.
Returns of Unwanted Items:
If you wish to return any unwanted items to us you have the right to do so within 14 days of purchase, so long as they are unopened (in their original packaging) and in fully saleable condition. Bespoke items such as Hot Tub and Swimming Pool covers are non-refundable and cannot be returned under this policy as they are custom made. We are unable to accept unwanted items that are returned more than 14 days after purchase.
How to return unwanted items:
Contact our customer services team by email: [email protected] stating the item(s) to be returned, the reason for return and our order / invoice reference number.
To return your items, you should securely mail them, in the original packaging material if possible, to: Returns Dept, Castle Hot tubs, Delfryn, Hayscastle, Haverfordwest, SA62 5QG, United Kingdom.
You will be responsible for paying for your own shipping costs when returning an unwanted item. Shipping costs are non-refundable.
Returned items should be sent to us via a trackable delivery service – we cannot provide a refund for items which have not been received by us and for which there is no proof of postage.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 working days.
High Value Items:
If you are return shipping an item with a value of more than £50 we recommend that you purchase additional shipping insurance. We are not able to provide refunds on items that are returned to us in a damaged condition.
Late or missing refunds:
If you have been notified by us that your refund request has been approved, but you haven’t received a refund yet, please ensure that you have allowed 3 working days from receiving our notification to allow your payment to be processed.
If you still have not received your refund after this time, please contact our customer services team by email at: [email protected]
Incorrect or Damaged Orders:
Castle Hot Tubs do everything they can to deliver a professional friendly service and ensure your order arrives promptly and in perfect condition. If a parcel has been clearly damaged in transit, we ask that you refuse to accept the delivery from the courier. If upon opening a parcel you find that you have received an incorrect or defective / damaged product, please notify our customer services team by email at: [email protected] within 14 days of delivery with your order / invoice reference number and attach photographs of the item(s). We may ask you to return or dispose of the item if it is damaged and unsafe to return to us, please wait for us to advise you how to proceed. We reserve the right to refund, exchange the item, or close the claim without any compensation due depending on the circumstances of the claim.