Rigid Hot Tub Delivery & Returns
Below you will find everything you need to know about the delivery timeline, access requirements, and what to expect on the day.
What to expect
Please see below what to expect from our delivery service. If you have any questions please contact us.
This delivery service is only available for Mainland UK.
1. Introduction Call
Up to 48hrs after placing your order, a member of our team will call you to confirm the delivery process and answer any questions you may have.
2. Delivery Day Confirmed
The courier will call you to confirm your delivery date and all tracking details will be emailed so you know when to expect arrival.
3. On The Day
The driver will contact you with a 2 hour delivery window. Your hot tub will be delivered to the kerbside of your property. Please ensure there is clear access.
4. Need Help Moving Your Hot Tub?
If you need help positioning or moving your hot tub, we recommend arranging support with a logistics company such as moveyourspa.co.uk.
5. Position, Plug In, Relax
Position on a level surface, fill as instructed, connect power and add your chemicals. Leave to circulate for 24 hours, then enjoy your at home spa.
6. Warranty & Support
Register your warranty Rigid Spa here. Our friendly customer service team is available 7 days a week to help with any questions after purchase.
Delivery FAQs
Learn more about shipping options, delivery times and other common questions related to our delivery policy.
How will my rigid spa be delivered?
Your spa will be delivered via kerbside delivery. The courier will unload it at the front of your property, but they will not move it into your garden or home.
What is kerbside delivery
Kerbside delivery means the item is delivered to the outside of your property, typically at the kerb or driveway entrance, not inside your home or garden.
Do I need to be home for delivery?
Yes. Someone over 18 must be present to accept and sign for the delivery.
What are the delivery dimensions?
Rigid spas are delivered palletised for transport, so the delivery size is larger than the assembled spa size. The lid is secured to the side during transport and can be removed on arrival to reduce the width before positioning the spa. All delivery dimensions are estimates.
3 Person Spa
Assembled spa size (L × W × H): 210 × 158 × 73.5 cm
Estimated pallet delivery size (L × W × H): 162 × 90.5 × 228 cm
Total delivery weight: Approx. 270 kg
5 Person Spa (BWA0023GB)
Assembled spa size (L × W × H): 200 × 200 × 78 cm
Estimated pallet delivery size (L × W × H): 216 × 95 × 204 cm
Total delivery weight: Approx. 323.5 kg
How will I know when my spa is arriving?
The courier will contact you to confirm a delivery date. On the day, you will receive a 2 hour delivery window.
What if access to my property is restricted?
If you have narrow roads, tight turns, or access restrictions, contact us before dispatch so we can advise.
Can I arrange help with positioning or installation?
Yes. You can arrange third party assistance through our partners moveyourspa.
What happens if I miss my delivery?
If a delivery cannot be completed, the courier will return the item to the depot and notify our team. Our customer service team will then contact you to arrange a new delivery date.
Is there a charge for redelivery?
A redelivery charge may apply if a delivery fails because no one is available during the agreed delivery window. The fee is not fixed and may vary depending on the location, courier, and size of the item.
Will my hot tub and chemicals order arrive in one package?
If your hot tub order includes chemicals or accessories, these will be dispatched in a separate package via a different courier to that of your hot tub.
What are your standard working days for delivery?
Working days are Monday to Friday, excluding Saturdays, Sundays, and Bank/Public Holidays. Please allow extra time during holidays.
Where in the UK can Rigid Spa's be delivered?
Currently, only UK Mainland addresses are available for Kerbside delivery.
What should I do if my order arrives damaged?
If there are obvious signs of damage, we would advise that you refuse delivery and contact us immediately.
If you were unable to receive the package in person and discover the damage after receiving the order, please contact us. Retain all packaging and ensure this remains intact as proof of damage upon delivery for the claim process.
Returns
If you wish to return your Rigid Hot Tub, you can use our returns portal.
Please contact us if your item is faulty or damaged.
Return FAQs
Whether you need help initiating a return or understanding our return conditions, we’re here to make the process simple and hassle-free.
Does the rigid spa come with a warranty?
Yes. Your rigid spa includes a 2 year warranty covering manufacturing defects under normal residential use. Read more here.
How do I return my rigid hot tub?
To return your Rigid Hot Tub please contact us so we can arrange collection.
What should I do if my spa arrives damaged?
Inspect the packaging on delivery and note any visible damage when signing. Contact us immediately with photos so we can resolve the issue quickly.
What if my spa develops a fault after use?
If your spa develops a fault within the warranty period, please submit a claim through our warranty form. You can register your warranty or make a claim here.
Can I return my rigid spa if I change my mind?
Yes. You can return your spa within 14 days of delivery, provided it is unused, unfilled, and in its original packaging.
Who pays for return collection?
If you are returning the hot tub due to a change of mind, you are responsible for return collection costs. These will be confirmed before collection is arranged.
Do you offer free returns?
Return shipping including the purchase of return labels with couriers will need to be the responsibility of the customer. If you wish to return your item for reasons such as inaccurately described, or the wrong item was sent please contact us as soon as possible.
How do I initiate a return?
If you wish to return your unwanted item, please use our returns portal.
Please contact us if your item is faulty or damaged.
When will I receive my refund?
Refunds are processed within 5‑10 business days after the return is accepted and will appear on your credit card statement within one or two billing cycles.
What if my order included a promotional Free Gift?
The Free Gift must be returned with the original item. If not, we may deduct the gift’s value from your refund.
Contact Us
Still couldn't find what you're looking for?
Use our contact form to let us know how we can help.