At SoakSense Shop, we are dedicated to providing you with premium hot tubs, accessories, and maintenance products to enhance your relaxation experience. We want you to be completely satisfied with your purchase, and we strive to make our shipping and returns process as straightforward and transparent as possible.

Shipping Information

We are proud to offer global shipping to most regions (excluding Asia and some remote areas). Please see below for detailed information on our shipping methods and timelines.

Order Processing Time: All orders are processed within 1-2 business days after payment confirmation.

Shipping Methods & Delivery Times:

  • Standard Shipping: Shipped via DHL or FedEx. Delivery within 10-15 business days after dispatch. Shipping fee: £12.95.
  • Free Shipping: Available for orders over £50, shipped via EMS. Delivery within 15-25 business days after dispatch.

Please note that delivery times may vary depending on your location and customs processing. You will receive a tracking number once your order has been dispatched.

Returns & Exchanges Policy

We stand behind the quality of our products and want you to be happy with your purchase. If you are not satisfied, we offer a hassle-free returns and exchanges process within 15 days of receipt.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, the item must be:

  • New and unused.
  • In its original packaging with all tags and documentation intact.
  • Returned within 15 days of receipt.

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 wish 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 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). Original 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.

Questions?

If you have any questions about our shipping or returns 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.