Returns
Please note, home collections may take up to 28 days. We apologise for the delay while we work through previously requested collections.
In order to protect both you and our colleagues, we're currently only able to collect items from your doorstep or a safe area outside of your home (e.g. garage). We're continuously reviewing this in line with government guidance and our partners.
Please keep the item safe and protected, as it's your responsibility until we've collected it from you.
There are a couple of ways that you can return an online order to us:
Free returns to store:
You can return most products purchased online from us to our warehouse as long as they are returned in their original, unused condition within 14 days of receipt and accompanied by your delivery note.
Returns by post:
You can return products purchased online as long as they are still in their original unused condition and within 14 days of receipt. When posting your items back to us, it’s important you first authorise your return by sending us a support ticket . Once authorised, please send the item back to us please make sure you clearly mark your parcel with your order number and full name, and return to:
CUSTOMER RETURNS:
Canadian Spa Company Ltd
Canada House
Salbrook road
Salfords, Redhill
Surrey
RH1 5GL
Please ensure you retain proof of delivery, as we cannot be held liable for items lost in transit if no proof of delivery is available
Refunds are processed within 3-5 working days of receiving your returned items, and are refunded back to your original payment method.
Cancellations:
You can cancel your order or items in your order up to the point of us dispatching your order by calling us on 07480 067408.
Exchanges:
Unfortunately, we are unable to exchange any orders placed online.
Missing, damaged or incomplete orders:
If your order arrives damaged or incomplete, please send us a support ticket immediately, quoting your name, postcode, order number and detailing the problem with your items.
If you don’t receive your items within 14 working days of receiving a Dispatch Confirmation email, please send us a support ticket quoting your name, postcode, order number, and we will open an investigation with the appropriate courier.
Unfortunately, we cannot refund items that have been damaged after arrival due to misuse, wear and tear, or accidents.
Warranty
Product Warranty-Patio Spas
LIMITED WARRANTY
Canadian Spa Co. Manufacturing extends the following warranties to the original purchasers of its portable spas:
Structural Warranty:
Canadian Spa Co. warrants structure of the spa shell against water loss due to structural failure for the period of 1 years from the date of purchase by the original owner. If in Canadian Spa Co. opinion, structure proves to be defective Canadian Spa Co. will repair or, at its option, replace the defective structure without charge to the customer
Surface Warranty:
Canadian Spa Co. warrants the acrylic finish against defects in material and workmanship and specifically against blistering, cracking or delamination for the period of one (1) year from the original purchase date to the original purchaser. If, in Canadian Spa Co. opinion, the surface proves to be defective during this period, Canadian Spa Co. will repair or, at its option, replace the defective spa shell without charge to the customer.
Plumbing Warranty:
Canadian Spa Co. warrants the plumbing of the spa will remain free from leaks for the period of one (1) year from the date of purchase to the original purchaser.
Equipment Warranty: Canadian Spa Co. warrants the equipment pack (pump, blowers, heater, and control system) against malfunction and defects in the materials and workmanship for one (1) year from the date of purchase to the original purchaser.
Skirting Warranty:
Canadian Spa Co. warrants the synthetic cabinet skirting surrounding the spa to be free from defects in materials and workmanship at the time of purchase. Because synthetic cabinets are subject to weathering, any fading, crazing, cracking or warping of the finish is not covered.
Extent of Warranty:
This Limited Warranty applies to patio spas manufactured after January 1st 2020 and sold by authorised Canadian Spa Co. dealers to residential retail customers. This Limited Warranty is given only to the first retail purchaser and terminates upon transfer of ownership. No warranty is provided on light bulbs, light lens covers, filters or any dealer installed accessories. Cost of installation, removal and/or shipping of the spa is not covered by this Limited Warranty. In the event Canadian Spa Co. deems necessary the removal of the spa to a place of repair or that the spa must be replaced, any and all costs of the spa removal and replacement; landscaping, decking, fencing and/or structure removal, alteration and/or replacement; or other costs of providing access to the spa will be for the purchaser. This Warranty applies only to spas in single family, residential installations. This Limited Warranty becomes void if the spa is placed in commercial application.
Guarantee of the insulating cover:
Canadian Spa Co. guarantees that the cover the purchase is free from defects in materials and workmanship. Where the cover is exposed to strong external influences such as extreme weather conditions, regular maintenance or protection is essential . Canadian Spa Co. warrants the cover for the period of one (1) year. Defects caused by misuse or insufficient care are not covered by the warranty.
TERMS, CONDITIONS AND LIMITATIONS:
Any defect or damage caused by installation, alteration or repair by anyone who is not an employee of Canadian Spa Co. or authorised service technician is not covered by the Warranty. This Warranty becomes void if the spa has been subjected to misuse, abuse, alteration or attempted alteration, repairs or attempted repairs by anyone other than an authorised Canadian Spa Co. service technician, improper installation, improper water chemistry, improper maintenance, acts of god, or damage caused beyond the control of Canadian Spa Co. Misuse and abuse shall include any operation of the spas other than as directed in the Canadian Spa Co. Manual.
Examples of misuse and abuse include, without limitation:
Damage of the spa surface caused by leaving the spa uncovered while the spa is empty of water or due to covering the spa with plastic film of any kind.
Damage to the spa surface caused by contact with cleaners or solvents.
Damage caused by the operation of the spas at water temperatures outside of the range of 2 – 40 degrees Celsius.
Damage caused by unapproved sanitizer such as calcium hypochlorite, tri-chlor type chlorine or any sanitising chemical that may remain undissolved on the spa surface.
Damage caused by failure to provide even sufficient support for the spa.
Warranty Performance:
In the event of a defect covered under the terms of this Limited Warranty, notify your authorised Canadian Spa Co dealer. A Canadian Spa Co. authorised service technician will repair the spa subject to the Terms and Conditions of this Limited Warranty. Use all reasonable means to protect the spa from further damage. Reasonable travel charges may be assessed by Canadian Spa Co. or its authorised service technician if the spa is located outside the nearest authorised service technician’s service area. This warranty covers parts ONLY and does not include travel or on-site service charges unless a Service Contract has been purchased from Canadian Spa Co. Ltd.
Disclaimers:
Canadian Spa Co. or any of its authorised service technicians shall not be held liable for injury, inconvenience, loss of use, chemical or water damage, transportation costs, continent liabilities or any other incidental or consequential costs, expenses or damage as result of any deficiency or alleged deficiency of the spa. In no event shall Canadian Spa Co. be liable, for any reason or cause, in excess of the amount paid for the product. No other warranties, expressed or implied, are valid. No agent, dealer, distributor, Service Company or other party is authorised to change, modify or extend the terms of this Limited Warranty in any manner whatsoever.
Product Warranty-Acrylic Spas
LIMITED WARRANTY
Canadian Spa Co. Manufacturing extends the following warranties to the original purchasers of its acrylic spas (excluding Patio Spas):
Structural Warranty:
Canadian Spa Co. warrants structure of the spa shell against water loss due to structural failure for the period of 10 years from the date of purchase by the original owner. If in Canadian Spa Co. opinion, structure proves
to be defective Canadian Spa Co. will repair or, at its option, replace the defective structure without charge to the customer.
Surface Warranty:
Canadian Spa Co. warrants the acrylic finish against defects in material and workmanship and specifically against blistering, cracking or delami- nation for the period of two (2) years from the original purchase date to the original purchaser. If, in Canadian Spa Co. opinion, the surface proves to be defective during this period, Canadian Spa Co. will repair or, at its option, replace the defective spa shell without charge to the customer.
Plumbing Warranty:
Canadian Spa Co. warrants the plumbing of the spa will remain free from leaks for the period of two (2) years from the date of purchase to the original purchaser.
Equipment Warranty:
Canadian Spa Co. warrants the equipment pack (pump, heater, and control system) against malfunction and defects in the materials and workmanship for two (2) years from the date of purchase to the original purchaser.
Skirting Warranty:
Canadian Spa Co. warrants the wood skirting surrounding the spa to be free from defects in materials and workmanship at the time of purchase. Because wood is a natural product and subject to weathering, any fading, crazing, cracking or warping of the wood finish is not covered.
Extent of Warranty:
This Limited Warranty applies to portable spas manufactured after January 1st 2020 and sold by authorised Canadian Spa Co. dealers to residential retail customers. This Limited Warranty is given only to the first retail purchaser and terminates upon transfer of ownership. No warranty is provided
on light bulbs, light lens covers, filters or any dealer installed accessories. Cost
of installation, removal and/or shipping of the spa is not covered by this Limited Warranty. In the event Canadian Spa Co. deems necessary the removal of the spa to a place of repair or that the spa must be replaced, any and all costs of the spa removal and replacement; landscaping, decking, fencing and/or structure removal, alteration and/or replacement; or other costs of providing access to the spa will be for the purchaser. This Warranty applies only to spas in single family, residential installations. This Limited Warranty becomes void if the spa is placed in commercial application.
Guarantee of the insulating cover:
Canadian Spa Co. guarantees that the cover the purchase is free from defects in materials and workmanship. Where the cover is exposed to strong external influences such as extreme weather conditions, regular maintenance or protection is essential . Canadian Spa Co. warrants the cover for the period of two (2) years. Defects caused by misuse or insufficient care are not covered by the warranty.
TERMS, CONDITIONS AND LIMITATIONS:
Any defect or damage caused by installation, alteration or repair by anyone who
is not an employee of Canadian Spa Co. or authorised service technician is not covered by the Warranty. This Warranty becomes void if the spa has been subjected to misuse, abuse, alteration or attempted alteration, repairs or attempted repairs by anyone other than an authorised Canadian Spa Co. service technician, improper installation, improper water chemistry, improper maintenance, acts of god, or dam- age caused beyond the control of Canadian Spa Co. Misuse and abuse shall include any operation of the spas other than as directed in the Canadian Spa Co. Manual.
Examples of misuse and abuse include, without limitation:
Damage of the spa surface caused by leaving the spa uncovered while the spa is empty of water or due to covering the spa with plastic film of any kind.
Damage to the spa surface caused by contact with cleaners or solvents.
Damage caused by the operation of the spas at water temperatures outside of the range of 2 – 40 degrees Celsius.
Damage caused by unapproved sanitiser such as calcium hypochlorite, tri-chlor type chlorine or any sanitising chemical that may remain undissolved on the spa surface.
Damage caused by failure to provide even sufficient support for the spa.
Warranty Performance:
In the event of a defect covered under the terms of this Limited Warranty, notify your authorised Canadian Spa Co dealer. A Canadian Spa Co. authorised service technician will repair the spa subject to the Terms and Conditions of this Limited Warranty. Use all reasonable means to protect the spa from further damage. Reasonable travel charges may be assessed by Canadian Spa Co. or its authorised service technician if the spa is located outside the nearest authorised service technician’s service area. This warranty covers parts ONLY and does not include travel or on-site service charges unless a Service Contract has been purchased from Canadian Spa Co. Ltd.
Disclaimers:
Canadian Spa Co. or any of its authorised service technicians shall not be held lia- ble for injury, inconvenience, loss of use, chemical or water damage, transportation costs, continent liabilities or any other incidental or consequential costs, expenses or damage as result of any deficiency or alleged deficiency of the spa. In no event shall Canadian Spa Co. be liable, for any reason or cause, in excess of the amount paid for the product. No other warranties, expressed or implied, are valid. No agent, dealer, distributor, Service Company or other party is authorised to change, modify or extend the terms of this Limited Warranty in any manner whatsoever.
Product Warranty - Swim Spas
LIMITED WARRANTY
Canadian Spa Co. Manufacturing extends the following warranties to the original purchasers of its portable spas:
Structural Warranty:
Canadian Spa Co. warrants structure of the spa shell against water loss due to structural failure for the period of 10 years from the date of purchase by the original owner. If in Canadian Spa Co. opinion, structure proves
to be defective Canadian Spa Co. will repair or, at its option, replace the defective structure without charge to the customer.
Surface Warranty:
Canadian Spa Co. warrants the acrylic finish against defects in material and workmanship and specifically against blistering, cracking or delami- nation for the period of two (2) years from the original purchase date to the original purchaser. If, in Canadian Spa Co. opinion, the surface proves to be defective during this period, Canadian Spa Co. will repair or, at its option, replace the defective spa shell without charge to the customer.
Plumbing Warranty:
Canadian Spa Co. warrants the plumbing of the spa will remain free from leaks for the period of two (2) years from the date of purchase to the original purchaser.
Equipment Warranty:
Canadian Spa Co. warrants the equipment pack (pump, heater, and control system) against malfunction and defects in the materials and workmanship for two (2) years from the date of purchase to the original purchaser.
Skirting Warranty:
Canadian Spa Co. warrants the wood skirting surrounding the spa to be free from defects in materials and workmanship at the time of purchase. Because wood is a natural product and subject to weathering, any fading, crazing, cracking or warping of the wood finish is not covered.
Extent of Warranty:
This Limited Warranty applies to portable spas manufactured after January 1st 2020 and sold by authorised Canadian Spa Co. dealers to residential retail customers. This Limited Warranty is given only to the first retail purchaser and terminates upon transfer of ownership. No warranty is provided
on light bulbs, light lens covers, filters or any dealer installed accessories. Cost
of installation, removal and/or shipping of the spa is not covered by this Limited Warranty. In the event Canadian Spa Co. deems necessary the removal of the spa to a place of repair or that the spa must be replaced, any and all costs of the spa removal and replacement; landscaping, decking, fencing and/or structure removal, alteration and/or replacement; or other costs of providing access to the spa will be for the purchaser. This Warranty applies only to spas in single family, residential installations. This Limited Warranty becomes void if the spa is placed in commercial application.
Guarantee of the insulating cover:
Canadian Spa Co. guarantees that the cover the purchase is free from defects in materials and workmanship. Where the cover is exposed to strong external influences such as extreme weather conditions, regular maintenance or protection is essential . Canadian Spa Co. warrants the cover for the period of two (2) years. Defects caused by misuse or insufficient care are not covered by the warranty.
TERMS, CONDITIONS AND LIMITATIONS
Any defect or damage caused by installation, alteration or repair by anyone who
is not an employee of Canadian Spa Co. or authorised service technician is not covered by the Warranty. This Warranty becomes void if the spa has been subjected to misuse, abuse, alteration or attempted alteration, repairs or attempted repairs by anyone other than an authorised Canadian Spa Co. service technician, improper installation, improper water chemistry, improper maintenance, acts of god, or dam- age caused beyond the control of Canadian Spa Co. Misuse and abuse shall include any operation of the spas other than as directed in the Canadian Spa Co. Manual.
Examples of misuse and abuse include, without limitation:
Damage of the spa surface caused by leaving the spa uncovered while the spa is empty of water or due to covering the spa with plastic film of any kind.
Damage to the spa surface caused by contact with cleaners or solvents.
Damage caused by the operation of the spas at water temperatures outside of the range of 2 – 40 degrees Celsius.
Damage caused by unapproved sanitiser such as calcium hypochlorite, tri-chlor type chlorine or any sanitising chemical that may remain undissolved on the spa surface.
Damage caused by failure to provide even sufficient support for the spa.
Warranty Performance:
In the event of a defect covered under the terms of this Limited Warranty, notify your authorised Canadian Spa Co dealer. A Canadian Spa Co. authorised service technician will repair the spa subject to the Terms and Conditions of this Limited Warranty. Use all reasonable means to protect the spa from further damage. Reasonable travel charges may be assessed by Canadian Spa Co. or its authorised service technician if the spa is located outside the nearest authorised service technician’s service area. This warranty covers parts ONLY and does not include travel or on-site service charges unless a Service Contract has been purchased from Canadian Spa Co. Ltd.
Disclaimers:
Canadian Spa Co. or any of its authorised service technicians shall not be held lia- ble for injury, inconvenience, loss of use, chemical or water damage, transportation costs, continent liabilities or any other incidental or consequential costs, expenses or damage as result of any deficiency or alleged deficiency of the spa. In no event shall Canadian Spa Co. be liable, for any reason or cause, in excess of the amount paid for the product. No other warranties, expressed or implied, are valid. No agent, dealer, distributor, Service Company or other party is authorised to change, modify or extend the terms of this Limited Warranty in any manner whatsoever.
