Refund policy

Aurora Spas

This Returns & Refund Policy applies to all purchases and services provided by Aurora Spas and is written in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Overview

Aurora Spas provides hot tub sales, servicing, repairs, relocation, accessories, and related services. Your rights vary depending on whether you have purchased goods, services, or custom-made items.

Nothing in this policy affects your statutory rights under UK law.

2. Cancellation Rights (Distance & Off‑Premises Sales)

If you purchase goods or services from Aurora Spas online, by phone, or away from our business premises, you have the legal right to cancel your order within 14 days without giving any reason.

The cancellation period:

  • Ends 14 days after the day you receive the goods, or

  • For services, 14 days after the contract is agreed.

To exercise your right to cancel, you must notify us clearly by email or in writing.

3. Services

3.1 Servicing, Repairs & Relocation

  • You may cancel a booked service within 14 days provided the service has not yet started.

  • If you request the service to begin within the 14‑day cancellation period, you acknowledge that:

    • Once the service has been fully completed, you lose your right to cancel.

    • If cancelled after work has started, you may be charged for work already carried out.

3.2 Non‑Refundable Service Fees

Call‑out fees, diagnostic charges, and labour already completed are non‑refundable once the service has been performed.

4. Goods & Accessories

4.1 Change of Mind Returns

You may return unused, non‑custom goods within 14 days of delivery for a refund, provided:

  • Items are unused and in original packaging

  • Items are in resaleable condition

  • You notify us within the 14‑day period

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

4.2 Faulty or Misdescribed Goods

Under the Consumer Rights Act 2015, goods must be:

  • Of satisfactory quality

  • Fit for purpose

  • As described

If goods are faulty:

  • Within 30 days, you are entitled to a full refund

  • After 30 days, we may offer a repair or replacement first

5. Hot Tubs & Large Items

5.1 Standard Hot Tubs

Hot tubs may be returned within 14 days only if:

  • They have not been installed, filled with water, or used

  • Protective packaging and seals remain intact

Delivery and collection charges are non‑refundable.

5.2 Custom or Special‑Order Hot Tubs

Custom‑built, made‑to‑order, or special‑order hot tubs are non‑refundable once production has begun, unless faulty.

6. Installation & Installation‑Related Refunds

Once a hot tub has been installed, connected, or filled, it is considered used and cannot be returned unless a manufacturing fault is confirmed.

Aurora Spas is not responsible for site suitability issues where pre‑installation guidance has been provided.

7. Refund Process

  • Approved refunds will be processed within 14 days of receiving returned goods or confirmation of cancellation

  • Refunds will be issued using the original payment method

  • Installation, delivery, and service fees may be deducted where applicable

8. Damage & Liability

Aurora Spas is not liable for:

  • Damage caused by misuse, poor maintenance, or incorrect electrical or water supply

  • Issues arising from third‑party installers or modifications

9. How to Request a Return or Refund

To request a return or refund, please contact:

Aurora Spas
Email: sales@auroraspas.co.uk

Please include your order number, details of the issue, and any supporting photographs where relevant.

10. Policy Updates

Aurora Spas reserves the right to update this policy at any time. The latest version will always be available on our website.