Returns Policy

30 day returns policy

You may cancel your order and return your item for a refund or an exchange within 30 days (30) working days (beginning the day after receipt)
*Exclusions apply
You must cancel your order in writing (email is fine) & request an RMA number.
If an order has already been dispatched by us then you will be expected to return items to us at your own expense. 
If goods delivered are damaged, missing or incorrect, you must advise us as soon as possible, and within two 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.

Please contact Customer Services at customerservice@hydrospares.co.uk or call us on 01326 371488 
Mon-Thurs 9am to 5pm or Fridays 9am-4pm and request a Returns Number (RMA)

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 two days from the date of delivery.

Damaged in transit:

When goods are damaged in transit you must report this to us within 24-48 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.
If you are unable to check the goods upon receipt, please note "NOT CHECKED" on the delivery papers before you sign for the goods.
You then have two working days to check for damage/shortages, as stated above.
Note: We may request photographic evidence of damaged goods so we can claim on our courier. 

Returns

Should you 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 30 days and goods must be in the original packaging, undamaged.
The cancellation period will expire 30 days from the day on which you receive the goods you have ordered.
Costs of return postage will be at your expense unless the goods are faulty. You are advised to get a certificate of posting & postal insurance as we cannot refund any item that is not returned to us.
Certain items are non-returnable please see Exclusions below

Refunds

Refunds can only be made to the original card of purchase. We will process the refund in no more than:

a. 14 days after the day the product is received by us.

b.  if there were no goods supplied, 14 days after the day on which you informed us  about your decision to cancel your order.

Please note that you the customer are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to us).

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 (not expedited) delivery charge made on orders if they are returned to us within 14 days of receipt. If an order is returned to us after 14 days from receipt then we will refund the delivery charge only if the goods are damaged, faulty or incorrect. If the item value is over our minimum order value for free shipping then we will deduct our an amount from the invoice total as we have had to pay courier charges to send the items to you originally. If you are returning an incorrectly purchased item, that we correctly shipped, we will not refund the order shipping charge.

Exclusions

  • We cannot offer refunds or accept returns on the following (unless they are faulty):
    • (a) Special Order Goods (Eg. Hot tub covers, Pump refurbs, items ordered in especially from a manufacturer)
    • (b) if sealed packages have been opened on sensitive electronic goods (eg PCBs - printed circuit boards); 
    • (c) Goods that have been fitted/installed

If we find that a product has NOT been returned to us in a 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.

Warranty Claims

If an item is genuinely faulty 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.

As a guide most manufacturers offer a 12 month warranty but it does vary.

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 genuinely 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.

Need a replacement?

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.

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. Please call 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 info@hydrospares.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 goods are damaged on their return journey due to inappropriate packaging it will not be possible to process a refund.

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.

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

Returns Address

Hydrospares Returns
Isell Ltd
Unit 5 Penrose House
Treleigh Ind Est
Redruth
Cornwall
TR16 4DE

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 re-saleable 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: customerservice@hydrospares.co.uk