Shipping & Returns
UK Mainland
- All orders are shipped next working day tracked.
- Orders over £50 get free next working day delivery via DPD
- Orders under £50 have a £4.99 shipping fee via Royal Mail
- Saturday delivery available for £9.99 via DPD
- Highland deliveries may take 2 days.
To track your order and receive regular SMS updates, create your personal DPD account here.
Offshore
Hot tubs & Accessories Orders - Shipping £13.99, (Excluded from Free Shipping Offer) | All Highlands and Islands Addresses | DPD 2 Working Day Offshore Shipping Service
Returns Policy
at Wave, we are committed to ensuring our customers love their products. We’ve designed our returns policy to be clear, fair, and fully compliant with consumer law. Here’s everything you need to know if you wish to make a return.
Section 1: Changed Your Mind? (Your Right to Cancel)
For most items purchased online, you have a legal right to cancel your order for any reason within a specific timeframe. This is often called the "cooling-off" period.
The Two-Step Return Process:
Notify Us Within 14 Days: You have 14 days, starting from the day after you receive your order, to notify us that you wish to make a return. Please contact our support team at support@wavespas.com to do this.
Send the Item Back Within 14 Days: Once you have notified us, you then have a further 14 days to send the item back.
Our support team will guide you through this process and provide the necessary details for your return.
Condition of "Change of Mind" Returns
We ask that you please return items in their original, unused condition. It is perfectly acceptable to open the packaging to inspect your item, just as you would in a shop. However, if an item is returned used beyond what is necessary for inspection, or is damaged, we may make a deduction from your refund to reflect the loss in value.
Return Shipping Costs
For unwanted items ("change of mind" returns), you are responsible for covering the cost of the return postage.
Faulty or Damaged Items (Your Statutory Rights)
We take great care to ensure our products reach you in perfect condition. However, if your item is faulty, damaged, or not as described, your rights are fully protected under the Consumer Rights Act 2015.
Short-Term Right to Refund
In the unlikely event that your order is damaged on arrival or develops a fault, you have the right to a full refund if you notify us within 30 days of receiving the item.
Our Manufacturer's Warranty (After 30 Days)
If a fault develops after the initial 30-day period, your spa is protected by its manufacturer's warranty. The warranty period depends on the model you purchased, as detailed below.
For Integrated Heater Spas:
Heater Unit: 2-year warranty
Spa Liner: 1-year warranty
For External Heater Spas:
Heater Unit: 1-year warranty
Spa Liner: 6-month warranty
If you are unsure which model you have, please check your order confirmation or contact our support team who will be happy to assist.
How to Report a Faulty or Damaged Item
Please contact our support team at support@wavespas.com as soon as you discover the issue. To help us resolve this quickly, please provide your order number and a description of the fault, the quickest way to resolve issues is by including Images/videos of the issue/fault to help our technical team diagnose the problem quickly - the team will also share findings with the manufacturer for quality control purposes. For any item confirmed as faulty under warranty, we will cover all reasonable return postage costs.