Our Commitment to You
At Outdoor Living Store, we understand that creating your personal outdoor sanctuary is a significant investment. Whether you’re selecting a luxurious 2, 4, or 6-person Arctic Spa®, professional-grade Balboa parts, or essential water care products, we are committed to delivering excellence at every step. This policy reflects our dedication to transparency, premium service, and your complete satisfaction—from our family to yours.
Global Service: We proudly serve a worldwide community of homeowners and commercial providers, from Newcastle upon Tyne to Sydney, ensuring clarity and consistency for all our valued customers.
Shipping Information
We strive to process and dispatch your order as quickly as possible, ensuring your premium wellness products reach you safely and efficiently.
Order Processing & Delivery Timelines
| Service Type | Processing Time | Carrier & Delivery Estimate | Cost |
|---|---|---|---|
| Standard Shipping | 1-2 business days | DHL or FedEx | 10-15 business days after dispatch | ÂŁ12.95 |
| Free Shipping | 1-2 business days | EMS | 15-25 business days after dispatch | FREE on orders over ÂŁ50 |
Please Note: Delivery times are estimates and may vary based on destination, customs procedures, and seasonal factors. We ship globally, excluding some remote regions and parts of Asia. You will receive tracking information via email once your order is dispatched.
Our Returns & Exchanges Promise
We offer a straightforward 15-day return or exchange window from the date you receive your order. This allows you to ensure your purchase meets your expectations for quality and compatibility.
Eligibility Criteria
To be eligible for a return or exchange, 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).
Non-Returnable Items
To uphold the highest standards of health, safety, and hygiene for all our customers, the following product categories cannot be returned or exchanged unless they are faulty or we shipped the incorrect item:
- Chemicals & Water Care Products: All items 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: This includes specific Arctic Spas® Covers cut to unique dimensions.
This policy aligns with industry standards and is in place for the safety and protection of every customer.
Step-by-Step Return or Exchange Process
1 Initiate Your Request (Within 15 Days of Delivery)
Contact our dedicated customer service team at [email protected] with your order number and item details. Please use the template below to expedite your request.
Email Subject: Return/Exchange Request – Order #[Your Order Number]
Email Body:
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]
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.
3 Ship Your Return
Securely package the item(s) in their original packaging. Include a copy of your invoice and ensure the RMA number is clearly visible on the outside of the box.
Return Shipping Costs: You are responsible for return shipping costs unless the return is due to our error (wrong or faulty item). We strongly recommend using a tracked and insured service (like DHL or FedEx) for your protection.
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 & Exchanges
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 an additional 3-5 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.
Important: 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
Your satisfaction is paramount. 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.