Refund policy
Refunds & Returns
At Wood Fired Hot Tub Co, all hot tubs are made to order and prepared specifically for each customer. Please read the following policy carefully before placing your order.
Order Cancellation
Orders may be cancelled within 48 hours of purchase for a full refund, provided production or supplier allocation has not already begun.
After this period, cancellations may be subject to charges to cover materials, supplier commitments, administration, transport bookings, and preparation costs already incurred.
If production has commenced or the order has been specially configured, a partial refund only may be available.
Made-to-Order Products
Due to the bespoke and made-to-order nature of our hot tubs, products configured or ordered specifically for a customer may not be eligible for return unless faulty or not as described.
This includes:
- Custom configurations
- Optional upgrades or enhancements
- Special order finishes or specifications
- Accessories ordered specifically with a hot tub
Delivery & Inspection
Customers must inspect all items upon delivery and notify us within 48 hours of any:
- Transit damage
- Missing items
- Incorrect products
Where possible, delivery damage should also be noted with the delivery driver at the time of delivery.
Photographic evidence may be required to support any claim.
Returns Eligibility
Returns may only be accepted where:
- The item is faulty
- The wrong product was supplied
- The product is materially different from its description
Items must not:
- Have been installed
- Modified
- Used
- Damaged due to improper handling, storage, installation, or maintenance
Non-Returnable Items
The following are non-returnable unless faulty:
- Made-to-order hot tubs
- Installed or used products
- Water treatment chemicals
- Firewood or consumables
- Clearance or discounted items
- Custom or special-order accessories
Faults & Warranty
If your product develops a fault, please contact us as soon as possible with:
- Your order number
- A description of the issue
- Supporting photographs or videos where possible
Manufacturer warranties are provided separately where applicable and are subject to the supplier’s warranty terms and conditions.
Normal wear and tear, cosmetic ageing, improper installation, freezing damage, misuse, or inadequate maintenance are not covered under warranty.
Refund Processing
Approved refunds will be processed back to the original payment method where possible.
Please allow up to 5–10 working days for refunds to appear once processed.
Contact Us
For any refund, return or order-related queries, please contact: