Delivery & Returns

FREE UK delivery when you spend over £60* at Hydrospares

Free Delivery is applied to your order when you spend £60.00 (excludes trade customers). Unfortunately, we cannot extend this offer to all UK postcodes. Please refer to the table below to see a list of postcodes that do not qualify for our free delivery offer.

Highlands & Islands Postcodes
Scottish Highlands includes postcodes:
FK17-99, G83, IV1-28, IV33-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18- 26,
PH30, PH31-41, PH49-50, AB36-38, AB55-56 and all IV postcodes.
Scottish Islands includes postcodes: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3.
Channel Islands: JE, GY
Northern Ireland: BT
Isle of Mann: IM
Scilly Isles: TR21-25,

 Note: International Delivery Services: Our website currently only supports an international courier service (as shown in the table below) these services are suitable for heavy items such as pumps. However for customers wishing to purchase smaller items then we may be able to send goods by Royal Mail for a lower price. Please check before ordering & email or phone us for the services that are availble to your chosen country. 01326 371488 info@hydrospares.co.uk

Questions about delivery....

Can I send an order to more than one address?
To send orders to multiple addresses you will need to place separate orders.

What happens if I'm out when you deliver?
If your order has been shipped by courier (most orders over 3kg in weight go by courier as standard) you will receive an email or text advising you of your 1 hour delivery window the following day.
If the allocated time slot is not convenient for you then you may follow the instructions in the email/text to contact the courier directly to rearrange.

If you're out when our courier tries to deliver then the driver will usually try a neighbour, or if you have left instructions to leave the parcel unsigned for then they will try to find a safe and secure place to leave your parcel. If they cannot find a safe place, your parcel will be returned to the depot.
Our couriers will automatically try to re-deliver your parcel the following day.

If they are unable to deliver again they'll leave you a card explaining where your parcel is and what to do next.

If your order has been shipped by Royal Mail & you are not in then they will usually try a neighbour or find a safe place to leave the package ( depending on your delivery instructions) If they are unable to deliver they will take your parcel to the local sorting office for you to collect. You will need to take ID with you in order to collect your parcel froom the Royal Mail. If you don't want your parcel to be left with a neighbour then please leave a note in the special delivery instructions area at checkout.

Royal Mail will leave a card at your address explaining what to do next if your order requires a signature.

Can I specify a day or time for delivery?
Sometimes yes (if you call us first to arrange) however if you select Express Delivery then your order will automatically go by courier on a next working day service. You will then receive an email or text notification advising you of your 1 hour delivery window the following day. If this is not a convenient time then it's easy to re-arrange your delivery by following the instructions in the email or text.
This type of delivery notification is not available for small orders that are sent by Royal Mail so if you require this email service then please either select Express delivery or contact us to check what delivery method we plan to use for your order.
Most heavier items go by courier as standard, but its not guaranteed.

If you would like a specific day or a timed ( before 12, or a Saturday) delivery service then please contact customer services on 01326 371488 to see if it is available for your order and we will be able to give you a quote.

If you put a note with your order we will try our best to arrange for your parcel to be delivered on a certain day, although we cannot gurarantee it.
If you have special delivery requirements, or would like to add a note for the Courier (for example “if out leave with neighbour”), you can do this during the checkout process. (note: anything you include in this this note will be displayed on the front of the parcel)

Returns Policy

We hope that you are delighted with your purchase, however we realise that occasionally items may need to be returned.

All goods leave our warehouse in perfect working & tested condition.
Please inspect your goods immediately upon delivery. If goods delivered are damaged, missing or incorrect, you must advise us as soon as possible, and within seven days from the date of delivery. If you notify us of a problem with your goods, we will either make good any shortage; replace any goods that are found to be damaged or defective; or refund the amount paid by you for the goods in question.

Should customers wish to return anything bought from us, we will be happy to refund or exchange a product provided it is as new and in fully resaleable condition. Returns should be made within a reasonable time (usually 14 days) and goods must be in the original, undamaged packaging.
Costs of return postage will be at your expense unless the goods are faulty. The customer is advised to get a certificate of posting & postal insurance as we cannot refund any item that is not returned to us.
Refunds can only be made to the original card of purchase.
Exclusions – We are unable to offer refunds or exchanges on certain items, such special order products or items that are made to your specification, such as Hot Tub covers unless there is a manufacturing defect or the goods are not as ordered.
If we find that a product has NOT been returned to us in as new and fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

7 Day Cancellation Policy
In addition to our standard Returns Policy, under the Distance Selling Regulations, you have seven (7) working days (beginning the day after receipt) to cancel your purchase. You must cancel your order in writing.
In this case, we will provide you with a full refund.
If an order has already been dispatched by us then you will be expected to return items to us at your own expense.  Goods must be returned in as new, re-salable condition with all of the original packaging.
Exclusions – We are unable to offer refunds or exchanges on certain items, such as special order products or items that are made to your specification, such as Hot Tub covers unless there is a manufacturing defect or the goods are not as ordered.

Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. We will refund the standard delivery charge made on orders if they are returned to us within 7 days of receipt. If an order is returned to us after 7 days from receipt then we will refund the delivery charge only if the goods are damaged, faulty or incorrect.

Faulty, Warranty Claims or Damaged Goods
If an item is genuinely faulty, or wrongly described or damaged, customers have the right to a refund, replacement or repair, as long as the complaint is made "within a reasonable time"
We will normally require defective goods to be returned to us so that we can inspect goods or if necessary send them back to the manufacturer under warranty.
If you think a product might be faulty it is in your best interest to check first that items have been installed correctly and that the product is used in the way that it is intended.
Warranty claims will be declined if the product has been misused, neglected or incorrectly installed.

If you discover a fault with an item please contact our customer services team so we can discuss the best course of action to resolve the issue. Where an item is shown to be geuninely faulty then Isell Ltd will usually pay for the cost of the collection or return postage from the customer.

Once a faulty warranty claim item has been returned to us we will examine the product and, if applicable, set it up on test.
If the product is working correctly we will return it to you.
If the product is faulty we will send out a replacement product, or provide you a credit for the purchase cost of the product.
If the product has been damaged due to incorrect installation, misuse or neglect then this will result in the withdrawl of the warranty.

If you require a replacement product before returning the faulty one, you will need to buy it through the on-line shop. Replacement products are not sent out until we have received the product (in good condition) and verified the fault exists.

Damage in transit:
When goods are damaged in transit the customer must report this to us within 24 hours or we cannot claim against the courier for the loss. Please do not install your product if it’s damaged, as once it’s installed you have agreed to it being in good condition.

Restocking Fee
If we find that a product has NOT been returned to us in as new and fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

How to return items:   
As a guide, all items (Unless damaged or faulty) must be returned in as new, re-saleable condition and in the original undamaged packaging.
It is advisable to call us or email us before returning goods so that we can issue you with a returns number.
This will help us to process your return more efficiently.
Please call our main office on 01326 371488 or email office@isell-ltd.co.uk
Please then complete the details on our returns form which may be downloaded here and ensure that you wrap your package items adequately for transit.
We cannot be liable for items that are returned damaged due to poor or inadequate packaging. If you need advice on how best to package your return please call us.
If you do not have a returns form then please enclose a note in the package with your name, address, contact phone number and the returns number supplied by us.

Download Returns Policy & Form
Download: Pre-Installation Advice Notice (Read this before installing any parts on your Spa)

Our returns address:

Hydrospares Returns
Isell Ltd,
2 Empire Way
Tregoniggie Ind Est
Falmouth
Cornwall
TR11 4RX

We advise that you obtain a certificate of posting & postal insurance, as we can only refund you for items that are returned in a good resalable condition. 
If you have any questions you may call our customer services team on  01326 371488 or drop us email us with your query at: office@isell-ltd.co.uk