Returns & Cancellations

This page explains how to cancel an order or return something to us. The full legal terms are in our Refund Policy.

Cancelling before dispatch

You can cancel your order, or items in your order, at any time before dispatch for a full refund. Call us on 01293 824 094 or email service@canadianspacompany.com.

Returning an online order

Under the Consumer Contracts Regulations 2013, you have 14 days from the day after delivery to tell us you want to cancel, and a further 14 days to return the goods or make them available for collection. Tell us by email, phone or support ticket, quoting your order number, name and delivery postcode.

Returning a hot tub, swim spa, sauna or other large item

Returns of large items must replicate the original delivery:

  • The item must be available for collection from the same access point and location it was delivered to — if it was delivered kerbside, it must be ready for collection at the kerbside.
  • If specialist equipment was used for delivery (for example a crane or HIAB), you must arrange and pay for the same equipment for the collection.
  • The spa must be fully drained and disconnected, and where possible repackaged or secured for transport, before the agreed collection date.

Return costs are your responsibility. If you would like us to arrange collection, we will quote the cost in advance and deduct it from your refund.

Returning smaller items by post

Smaller items (chemicals, filters, covers, parts and accessories) must be returned unused and in their original packaging. Sealed water-care chemicals cannot be returned once opened, and made-to-measure products cannot be returned unless faulty.

Please authorise your return first by raising a support ticket, then clearly mark your parcel with your order number and full name and send it to:

CUSTOMER RETURNS
Canadian Spa Company Ltd
Canada House (Unit 1)
Salbrook Road, Salfords
Redhill, Surrey
RH1 5GL

Please retain proof of postage — we cannot be held liable for items lost in transit without it. We recommend a tracked service.

Refunds

Refunds are made within 14 days of us receiving the goods back (or proof that you have returned them), to your original payment method. Standard outbound delivery charges are included in your refund; return and collection costs are not. If returned goods have been used or handled beyond what is needed to inspect them, we may deduct the loss in value from your refund.

Exchanges

We do not offer exchanges on online orders. Return the item as set out above and place a new order.

Missing, damaged or incomplete orders

If your order arrives damaged or incomplete, send us a support ticket as soon as possible, quoting your name, postcode and order number, with photos and details of the problem.

If you have not received your items within 14 working days of your dispatch confirmation email, send us a support ticket quoting your name, postcode and order number, and we will open an investigation with the courier.

Faulty goods are covered by the Consumer Rights Act 2015 and your product warranty — see our Refund Policy for details. Nothing on this page affects your statutory rights.

Loading...