Delivery & Returns

Count on Outdoor Living for seamless hot tub delivery, repairs, relocations, and annual services. Our experts ensure a hassle-free experience at every step of your hot tub's journey.

Outdoor Living Hero

Why choose Outdoor Living?

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Next working day delivery

Need accessories quickly? Order by 3pm Monday-Friday. Exclusions apply.

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Free delivery over £50

Plus free starter kit and cover with our spas. Exclusions apply.

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Expert installation available

Let our friendly engineers get your spa set up.

Delivery FAQs

  • Where do you deliver?

      UK Mainland (England, Scotland & Wales)*, Jersey for chemicals & accessories orders

      Unfortunately we do not deliver to the Scottish Highlands, Northern Ireland, the Republic of Ireland, the rest of Europe or internationally. The only exception to this is inflatable hot tubs which we can ship to Northern Ireland.

      *Arctic Spa & Outdoor Living cover orders outside of 60 miles of our Hull showroom are collection only.

  • What qualifies for free delivery?
    • Chemicals & accessories.

      UK mainland and Jersey for orders over £50

    • Covers

      UK mainland*

    • Hot Tubs & Swim Spas

      UK mainland with kerbside delivery.

    • Ice Baths

      UK mainland with kerbside delivery

    • Saunas & Steam Rooms

      UK mainland with kerbside delivery

    • Pergolas & Gazebos

      UK mainland with kerbside delivery

    • *Besides Outdoor Living covers further than 60 miles of our showrooms, and Arctic Spa covers.

      If you are unsure as to whether you qualify for free delivery, just give us a call.

  • What are your delivery charges?
    • Chemicals, Accessories & Covers

      Product

      Delivery Region

      Delivery Time

      Order Value

      Delivery Charge

      Chemicals & Accessories

      UK Mainland

      Next working day - order by 3pm*

      Under £50

      £4.99

      Chemicals & Accessories

      UK Mainland

      Next working day - order by 3pm*

      Over £50

      FREE 

      Chemicals & Accessories

      Jersey

      2-3 working days if ordered by 3pm*

      Under £50

      £7

      Chemicals & Accessories

      Jersey

      2-3 working days if ordered by 3pm*

      Over £50

      FREE

      Covers - Jacuzzi or Sundance

      UK Mainland

      7 working days

      All

      FREE 

      Covers -  Outdoor Living

      Within 60 miles of showrooms

      7 working days

      All

      FREE 

      Covers - Outdoor Living

      60 miles further of showrooms

      Collection from Hull showroom

      All

      FREE 

      Covers - Arctic Spa 

      Within 60 miles of showrooms

      7 working days

      All

      £65

      Covers - Arctic Spa

      60 miles further of showrooms

      Collection from Hull showroom

      All

      FREE 

      *Please note that during extremely busy periods such as promotions, some orders may take longer than 24 hours to arrive. The above charges exclude replacement hot tub covers and commercial/bulk buy orders.

    • Hot Tubs & Swim Spas

      All our acrylic hot tubs and swim spas include free kerbside delivery within UK mainland.

      You’ll get a cover, chemical starter kit and steps when you order a hot tub or swim spa from us - saving you £500!*

      To make your hot tub dreams a reality:

      1. Reserve your hot tub online or complete a finance form if required
      2. We’ll call you back to arrange a site survey
      3. Our site surveys are usually by phone or video call
      4. We’ll take payment and organise a delivery date
      5. On your delivery date, you can let us install your spa and get it ready to use, which usually takes around two hours

      Or, if you visit on of our hot tub showrooms, we’ll organise everything there and then.

      Take a look at our customer installation reviews for examples of our recent work.

      *Exclusions apply.

      Product

      Delivery Region

      Delivery Time

      Order Value

      Delivery Charge

      Acrylic Hot Tubs & Swim Spas

      Kerbside delivery within UK mainland

      Dependant on model

      All

      FREE 

      Inflatable Hot Tubs

      UK Mainland

      2-3 working days

      All

      FREE

      Inflatable Hot Tubs

      Northern Ireland

      We'll be in touch to arrange delivery

      All

      £90

    • Saun & Steam Rooms

      All our saunas and steam rooms include free kerbside delivery for UK mainland.

      Product

      Delivery Region

      Delivery Time

      Order Value

      Delivery Charge

      Saunas & Steam Rooms

      Kerbside delivery within UK Mainland

      7 days depending on model

      All

      Free

    • Ice Baths

      All our ice baths include free kerbside delivery to UK mainland.

      Product

      Delivery Region

      Delivery Time

      Order Value

      Delivery Charge

      Ice Baths

      Kerbside delivery within UK mainland

      7 days depending on model

      All

      Free

    • Pergolas

      All our pergolas include free kerbside delivery for UK mainland. Installation is £299.

      Product

      Delivery Region

      Delivery Time

      Order Value

      Delivery Charge

      Pergolas

      Kerbside delivery within UK Mainland

      7 days depending on model

      All

      Free

    • Gazebos

      For our bespoke, Apex and Brentano gazebos we offer free delivery in UK mainland and £299 for assembly. Our Fortrose and Rowlinson gazebos are delivered to the UK mainland and require self-assembly.

      Product

      Delivery Region

      Delivery Time

      Order Value

      Delivery Charge

      Bespoke, Apex & Brentano Gazebos

      UK Mainland

      7 days depending on model

      All

      Free, £299 for assembly

      Fortrose & Rowlinson Gazebos

      UK Mainland

      2-4 working days depending on model

      All

      £10

    • Parasols

      Our garden parasols are delivered to the UK mainland and require self-assembly.

      Product

      Delivery Region

      Delivery Time

      Order Value

      Delivery Charge

      Parasols

      UK Mainland

      2-4 working days depending on model

      All

      £10

    • The small print

      It is the purchaser's responsibility before purchase to enquire regarding possible delivery charges.

      Please be aware if you order a hot tub cover inside of the 60-mile radius someone will be in touch within 2 working days to confirm and agree upon delivery. These covers will be delivered by Outdoor Living and delivery is subject to availability and based on the assumption that the cover is in stock. It is the purchaser's responsibility before purchase to enquire regarding delivery and availability.

      If you are ordering outside of the 60-mile radius someone will be in touch within 2 working days to confirm and agree upon a suitable collection date and time from the Hull Showroom (HU3 4DD). Please be aware that It is the purchaser's responsibility before purchase to enquire regarding stock availability. Covers are large bulky items so be aware that you may need to organise suitable transport to collect your cover.

      If you select delivery when you are outside of the 60-mile radius someone will be in contact to arrange collection. We will not be able to deliver your cover.

How it works

1

Buy your hot tub online or complete a finance form if required

2

We'll arrange a site survey by phone or video call soon.

3

Choose your preferred way to pay including flexible finance. We will then arrange a convenient delivery day

4

On your delivery day, we can install and prepare your spa. If you visit our showrooms, we'll organise everything instantly.

Returns and exchanges

Returns & cancellations

We accept returns if the following conditions are met:

  • Ordered less than 30 days ago
  • Non sale items
  • Unused and in the same condition that you received it
  • In the original packaging
  • Includes the dispatch note as per the below

When you receive your order, the package will contain a 'despatch' note. This is not an invoice but it should be retained in case you need to return the goods for any reason.

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Special orders

Any special orders of none-stock items which need to be ordered in (for example non-stock parts), will be charged a 20% stocking fee of the total price of the item on all returns.

Cancellations & changing an order

If you wish to change an order simply call us or e-mail online@outdoorlivinghottubs.co.uk. Please include your order number and date the order was placed.

You can only change or cancel an order by contacting us before 3pm on the day you place the order, or the next working day if it’s a weekend. On or after that time, the contract of sale for the products you have ordered is concluded and we cannot stop your order being shipped to you; however your right to cancel an order and return the product remain unaffected (see below Section "Returns").

Returns

To complete your return, we require a receipt or proof of purchase which you will have received within your parcel (also known as a dispatch note), please either:

  • Complete the instructions detailed on the return slip within your parcel.
  • Send an email to online@outdoorlivinghottubs.co.uk with the subject 'Outdoor Living Online Return Request - Order No’ (the order number shown on the front of the delivery note). Detail the items you wish to return within the email and the reason why.
  • Telephone: 01482 212322 (option 3), please make sure you have the delivery note with your order number on when you call.

Pack your parcel with care and include:

  • Full name
  • Address
  • Original order number
  • Details of what you are returning and why

If you fail to pack the parcel safely and your goods arrive damaged (as a result of the return trip) we may not be able to process your return.

Then send the parcel to us at:

Outdoor Living Online,
The Hot Tub Showroom,
1 Goulton Street,
Hull,
East Yorkshire,
HU3 4DD

We recommend you use a carrier that offers both traceability and insurance. You should obtain a receipt for the parcel when you send it.

Once the packaging of a product has been opened or the product is returned by you other than in fully saleable condition, for reasons of hygiene and safety, we are unable to refund or exchange them unless they were delivered to you in a damaged or faulty state (in which case see Refunds and Exchanges below).

Please do not send your purchase back to the manufacturer.

Refunds

You will be refunded at the price you paid for the product at the time of your order. Unless your order is a Special Order of a non-stock item, in which case you will be refunded the balance minus a 20% stocking fee.

You will be refunded the product price or exchange the product once the product is received by us at our warehouse. A refund of the delivery charge will not be given unless the products returned are incorrect or were delivered in a damaged or faulty state.

There are certain situations where only partial refunds are granted (if applicable):

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, please follow the below steps:

  1. Firstly check your bank account again.
  2. Then contact your credit card company, it may take some time before your refund is officially posted.
  3. Next contact your bank. There is often some processing time before a refund is posted.
  4. If you’ve done all of this and you still have not received your refund yet, please contact us at online@outdoorlivinghottubs.co.uk.

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange it for the same item, send us an email at online@outdoorlivinghottubs.co.uk and then send your item to:

Outdoor Living Online,
The Hot Tub Showroom,
1 Goulton Street,
Hull,
East Yorkshire,
HU3 4DD

Incorrect orders and damaged or faulty products

If you are returning an incorrect order or a product which was delivered to you in a damaged or faulty state, we would ask you to follow the returns procedures set out above.

We will refund you the purchase price, the delivery charge and any parcel carrier costs you incur.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Can’t find the answer you need?

If you have any questions about delivery & returns, don’t hesitate to contact us.

Email: online@outdoorlivinghottubs.co.uk

Telephone: 01482 212322

Why choose Outdoor Living?

trusted by image See all our testimonials »

Our awards

Showroom winner 3 years running at BISHTA industry awards

Residential installation winner at BISHTA industry awards

Customer service winner at Jacuzzi Dealer awards

Hot Tub Retailer of the Year at UK Pool & Spa awards

Learn more about our awards »
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