» Returns and Warranty

Returns and Warranty

 

Returns policy

If you are not completely satisfied with your order we can offer either a refund* or exchange providing that goods are returned to us unopened and in their original packaging within 14 days of receipt. Please ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service.

Please note that special order items (items we ordered in specifically for you) can only be returned if they are faulty.

Please contact us prior to posting any orders back.

Refunds* - Within 14 days - if you are returning parts from an order that we have delivered correctly, we charge a 20% restocking fee which is taken from your refund.

We aim to handle your returns within seven working days of receiving the goods. If the goods are being returned because they were incorrectly supplied, then we will also refund the postage and packaging costs.

If you are returning an incorrectly purchased item(s), that we correctly shipped, we will not refund the order shipping charge.

Please note that if you have not purchased your products via this website you will need to arrange your return or exchange directly with the place where you bought them.

We do not accept returns after 14 days unless faulty.

Hotspring Parts - Returns Policy

Buy carefully. 

We do not accept the return of any Hotspring specific parts for refunds. 

We will only accept the return of a part to allow for a replacement, under warranty.

Delivery Information

We aim to process and ship your order as quickly as possible. However, if you wish your order to go out on the same day as it is placed please note that it will need to be with us before 12 noon (weekdays only).

We cannot be held responsible for direct or consequential losses arising from 'late' deliveries. Any claim you wish to make should be made direct with the courier.

Warranty claims

Any claim under warranty must be made in writing. You may use the 'Contact Us' form on this web site or call for instructions. Any warranty is on a 'return to base' basis - it is your responsibility to ship the goods to us (CVW Distribution Ltd, Hooks Drove, Murrow, Cambridgeshire, PE13 4HH). Please pack the items adequately because any shipping damage is at your risk, and include a copy of the original invoice in the package. Faulty goods that are returned within the 12 month period are not liable for a refund. Once inspected and verified, we will either repair or replace goods at our discretion. 

UK orders

Standard orders are processed on the day of receipt (excl. weekends and bank holidays) and should be with you the next working day (mainland UK only). Orders placed on Saturdays, Sundays and holidays will be processed the following business day. If it has been more than six working days and you have not received your order, please contact customer services by email through this website.

Please note that processing times may increase occasionally when there is especially heavy demand.

Hours of business

7 days a week 09:00 to 21:00 
Excluding UK Bank Holidays.

Packaging

We use recyclable cartons and filling material wherever possible. If you have any comments on our packaging please contact customer services using the phone number at the top of the website.

If you are returning an incorrectly purchased item(s), that we have correctly shipped, we will not refund the shipping change.

Warranty Returns:

It is in your best interest to check first that everything has been installed correctly and that the product is used in the way that it is intended. Warranty claims will be declined if the product has been misused or incorrectly installed.

What you do

If you believe a product that you have bought from us has developed a fault that is due to the product itself, follow this action list:

  • Locate the details of exactly when you bought the product from us. We will need your order reference, purchase date and the serial number of the product.
  • Contact Us to discuss the fault/problem BEFORE sending anything back.
  • Securely package the product and return it to us. 
  • It is your responsibility, risk and cost to return products.

What we do

  • We will examine the product and, if applicable, set it up on test.
  • If the product is working correctly we will return it to you.
  • If the product is faulty we will send out a replacement product, or provide you a credit for the purchase cost of the same product.

If you Need a Quick Replacement

In the situation where you need a replacement product before returning the faulty one, you will need to buy it through the on-line shop. Replacement products are not sent out until we have received the product (in good condition) and verified the fault exists.

Timed requirements

Once you have notified us that you are returning an order under warranty, we would expect to receive the products within 14 days.

After 14 days we are not able to satisfy any form of claim.

Returns address :

 

CVW Distribution Ltd

Ander House,

Hooks Drove,

Murrow,

Cambridgeshire,

PE13 4HH