As a consumer you have the right to cancel your order for any reason within 7 working days from the date of delivery. To do so you must notify us in writing (preferably email) within those seven days.
Orders placed for made to measure products may not be cancelled. All made to measure products are manufactured to normal manufacturing standards with a +/-1.5mm tolerance on widths and heights. Goods will be manufactured to agreed and signed for specifications, without exception. Any costs incurred from changes made after acceptance in writing will be charged at full commercial rates.
If the ordered products have not been dispatched by us at the time of cancellation, we will refund to you all the monies paid by you within 14 days of received funds.
If the products have been received or dispatched to you, and it is your intention to cancel, then the goods should not be unpacked on arrival and very important must be returned on the original pallet they are supplied on for protection. The goods must also be returned by a reputable carrier to minimise the risk of damage and by arrangement with our transport department. Please call our customer service department to arrange returns.
While in your possession you must keep any products, you intend to return to us in good condition. You will be responsible if they are lost, damaged, or destroyed whilst they are in your possession as ownership of the goods and title pass to you on delivery.
The goods must be returned to us in good condition and within 14 days of receipt by you and we reserve the right to check on arrival back at our premises that there is no damage or missing parts.
On arrival back at our premises we will refund all monies paid by you less transport cost for returning goods, less an administration/restocking charge (generally 15% of the delivered price with a minimum of £85 on order values less than £500) and less any costs for damages or missing parts. This process normally takes up to 14 days to process the refund, after return.
If the product is delivered with visible transit damage to the outer packaging, this must be noted when signing the carrier’s delivery note or handheld device. If it is clear that the entire item has been damaged during transit, you may refuse the delivery and request that a replacement unit is sent.
When unpacking the goods, if you discover a manufacturing fault or missing parts within 48 hours of delivery, you do not need to return the full set. Please contact our Customer Service Department, and we will arrange for the necessary replacement parts to be sent.
All claims must be reported to RG Hot Tubs Ltd within 48 hours of receiving the goods.
Claims made after this period cannot be accepted.