At Outdoor Living Store, we are committed to delivering excellence in every aspect of your experience—from selecting the perfect 2, 4, or 6-person spa to ensuring your complete satisfaction long after delivery. We understand that creating your outdoor sanctuary is a significant investment, and we stand behind the quality of our Arctic Spas® collections, commercial wellness solutions, Balboa parts, and water care products.

This Returns & Exchanges Policy is designed with the same transparency and care that defines our brand. It outlines the straightforward process for returns and exchanges, ensuring clarity for our global clientele—from homeowners in Newcastle upon Tyne to commercial providers in Sydney.

Our Returns & Exchanges Promise

We offer a 15-day return or exchange window from the date you receive your order. To be eligible, items must be:

  • In original, unused, and resalable condition.
  • In their original packaging with all tags, manuals, and accessories intact.
  • Accompanied by the original proof of purchase (order number/invoice).
Important Note on Non-Returnable Items: For health, safety, and hygiene reasons, the following product categories from our menu cannot be returned or exchanged unless they are faulty or incorrectly shipped:
  • Chemicals & Water Care: All products under Chemicals, Chlorine, Bromine, Active Oxygen, Aromatherapy & Scents.
  • Personal Care & Custom Items: Any opened or used personal wellness products.
  • Custom-Ordered or Made-to-Measure Items: Such as specific Arctic Spas® Covers cut to unique dimensions.

This policy aligns with industry standards and ensures the safety of all our customers.

Step-by-Step Return or Exchange Process

Step 1: Initiate Your Request (Within 15 Days of Delivery)

Contact our customer service team at [email protected] with your order number and details about the item you wish to return or exchange. Please use the template below to ensure we have all necessary information.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Outdoor Living Store Team, I would like to request a [Return / Exchange] for my recent purchase. Order Number: [Please provide] Item(s) for Return/Exchange: [Product Name, SKU if available] Reason for Return/Exchange: [e.g., Incorrect item, Size, Change of mind, Defect] Preferred Resolution: [Refund / Exchange for (specific product)] I confirm the item(s) are unused, in original packaging, with all accessories. My Shipping Address: [Your full address] Please advise on the next steps. Best regards, [Your Full Name] [Your Phone Number]

Step 2: Receive Authorisation & Instructions

Within 1-2 business days, we will email you a Return Merchandise Authorisation (RMA) number and detailed instructions, including the return shipping address. Please do not ship items back without an RMA number.

Step 3: Ship Your Return

Securely package the item(s) in their original packaging. Include a copy of your invoice and the RMA number clearly visible on the outside of the box. You are responsible for the return shipping costs unless the return is due to our error (wrong or faulty item). We recommend using a tracked and insured service (like DHL or FedEx) for your protection.

Step 4: Our Inspection & Processing

Once we receive your return, our quality team will inspect it within 3-5 business days. We will notify you via email once the inspection is complete.

Refunds & Credits

Timing & Method

  • Approved Refunds: Will be processed to your original payment method within 5-10 business days after we approve the return.
  • Credit Card/PayPal Refunds: Will appear on your statement based on your bank or PayPal’s processing times (typically 3-5 additional business days).
  • Exchange Processing: Once the return is approved, we will ship the replacement item immediately. Standard or free shipping (as per our policy) will apply.

Please note that original shipping fees are non-refundable for change-of-mind returns. Refunds for faulty or incorrectly shipped items will include all shipping costs.

Faulty, Damaged, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with photos of the product and its packaging. We will cover all return shipping costs and expedite a replacement or full refund at no cost to you. Our goal is to resolve such issues within 48 hours of notification.

Need Assistance?

Our dedicated customer team—your partners in creating outdoor sanctuaries—is here to help.

Email: [email protected]
Address: Outdoor Living Store, 81 Neville St, Newcastle upon Tyne, GB CH5Q 8EP

We aim to respond to all enquiries within one business day.

A Final Note on Our Commitment: This policy reflects our dedication to transparency and premium service, mirroring the quality of our Air Source Heat Pumps, Arctic Spas® Parts, and Cover Lifters. We continuously strive to ensure your journey with Outdoor Living Store is seamless, secure, and satisfactory—from browsing our curated menu to enjoying your wellness products for years to come.