At SoakSense Shop, we stand behind the quality of our hot tubs, accessories, and maintenance products. We want you to be completely satisfied with your purchase. If you’re not happy with an item for any reason, we’re here to help with a straightforward returns and exchanges process.

Returns & Exchanges Eligibility

You may return or exchange most new, unused items in their original packaging within 15 days of receipt. To be eligible for a return or exchange, the item must be in the same condition that you received it, with all original tags and packaging intact.

Please Note: Non-Returnable Items

For health, safety, and hygiene reasons, the following product categories are FINAL SALE and cannot be returned or exchanged:

  • Chemicals: Bromine, Chlorine, Clarifiers, No Scale & No Foam products, Cleaners
  • Opened or Used Products: Any opened cleaning tools, filters, or floating dispensers

These restrictions are in place to ensure the safety and well-being of all our customers.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Within 15 days of receiving your order, email our customer service team at [email protected] with your order number and details about the product you would like to return or exchange.
  2. Receive Instructions: We will provide you with a Returns Authorisation (RA) number and detailed instructions on where to send your package. Please do not ship returns back without an RA number, as we cannot process them without it.
  3. Ship Your Item: Carefully pack the item in its original packaging, include all documentation, and ship it to the address we provide. We recommend using a trackable shipping service and purchasing shipping insurance, as you are responsible for the item until it reaches our returns centre.
  4. Inspection & Processing: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund or exchange. If approved, your refund will be processed, or your exchange item will be shipped out.

Return Shipping Costs

Customers are responsible for the cost of return shipping unless the return is due to our error (e.g., you received the wrong item or a defective product). Shipping costs are non-refundable.

Refund Timelines and Methods

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

  • Approved Refunds: Will be processed within 5 business days.
  • Payment Method: Your refund will be issued to your original method of payment (Visa, MasterCard, JCB, or PayPal).
  • Time to Appear: Depending on your card issuer’s policies, it may take 5-10 business days for the refund to appear on your statement after it has been processed.

Exchanges

We are happy to exchange an item for a different size or colour, subject to availability. The process for an exchange is the same as for a return. Once we receive your original item, we will ship the replacement product to you. Standard or free shipping charges will apply to the new shipment.

Return & Exchange Request Template

To help you get started, please use the following template when emailing us your request:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email To: [email protected]


Hello SoakSense Shop Team,

I would like to request a [return/exchange] for an item from my order.

  • Order Number: [Your Order Number]
  • Product Name: [Name of the Product]
  • Reason for Return/Exchange: [Please provide a brief reason]

Please let me know the next steps and provide the returns address and RA number.

Thank you,

[Your Full Name]

Questions?

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact our friendly customer service team at [email protected]. We’re here to ensure your experience with SoakSense Shop is a positive one.