Refund policy

Refunds and returns

Nothing in this policy affects your legal rights.

Customised products include all hot tubs and swimspas.

We will refund any money received from you using the same method originally used by you to pay for your purchase. Where the Payment was made by credit or debit card, refunds can only be made to the original card of purchase.

Where you exercise your right to change your mind and cancel the Contract, Products must be returned to us in a saleable, unopened and unused condition. We will refund to you all monies paid by you in respect of the price of the returned Product but reserve the right to make reasonable deductions from the amount refunded to you if there are signs of wear and/or use and/or damage. We will process the refund due to you as soon as possible and, in any case, within 30 days of the day on which we receive the Product back. Deposits and Delivery charges are not refundable.

There is no automatic right of return for any clearance item purchased from our  website and they are sold as seen and or accepted as such.

If you end the Contract for any reason, you must return the Products to us. You must either return the Products to us in person or arrange collection through Hortus Collection. Please contact customer services at info@hortuscollection.co.uk to arrange a return. If you are exercising your legal right to change your mind, you must return the Products within 14 days of telling us that you wish to end the Contract. In all circumstances, including where you are exercising your right to change your mind, you must pay the costs of return. If you are responsible for the costs of return and we are collecting the Products from you, we will charge you the direct cost to us of collection which must be paid before collection takes place.

If you return a product for any reason other than a change of mind (for instance, you have notified us because you claim that the Product is faulty), we will examine the returned Product and, where we agree that the Product is faulty and have not been able to provide a replacement or repair, we will notify of your refund via telephone or e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the faulty Product. This does not affect your legal remedies for faulty products.

Refunds and returns must be authorised prior to sending back your products.
The rights to return the goods to us as referred to in this policy will not apply in the following circumstances:

       - in the event that the product has been used

       - to any products that we have made or customised specifically for you