top of page

SHIPPING & RETURNS

Shipping Policy

Shipping & Installation Policy - Lux Tubs Co.
 

At Lux Tubs Co., we understand that purchasing a Hot Tub, Ice Bath, or Swim Spa is an exciting investment, and we are committed to ensuring a seamless delivery and installation experience.

Given the size and complexity of our products, each order is carefully handled through a personalised shipping and installation process, which includes a site survey to ensure we choose the best shipping and installation strategy for your specific needs.
 

Please take a moment to review our comprehensive Shipping & Installation Policy below.
 

1. Site Survey Requirement

Due to the large size and specialised installation requirements of our products (Hot Tubs, Ice Baths, and Swim Spas), a site survey is required for every order. This ensures we can determine the best delivery route, access points, and installation strategy for your specific location.
 

  • Survey Options: We offer two types of site surveys:
     

    • In-Person Site Survey:
      Our team will visit your location to assess the space and provide recommendations on the best shipping and installation plan.
       

    • Virtual Site Survey:
      If you are unable to accommodate an in-person visit, we can conduct a video call where you’ll walk us through the intended installation area so we can evaluate access points, obstacles, and space considerations.
       

  • Schedule Your Survey:
    Once your order is placed, a member of our team will contact you to schedule a site survey at your convenience. The survey must be completed before we proceed with shipping or installation.
     

2. Shipping & Delivery
 

After the site survey is completed, we will confirm the most suitable shipping method for your product + Costs involved. Our goal is to deliver your Hot Tub, Ice Bath, or Swim Spa safely and efficiently to the designated location.
 

  • Delivery Methods: Depending on your location and the survey results, we may use the following methods:
     

    • Standard Delivery: We offer White Glove Delivery, where our team will deliver the product directly to your chosen location and unpack it with care. This service includes setting the item in place (within the designated installation area) and removing all packaging and debris.
       

    • Crane Delivery:
      If your property has limited access, such as narrow driveways, steep hills, or obstructions that prevent conventional delivery methods, crane delivery may be necessary.
       

    • How It Works:
      Our team will arrange for a crane to lift your Hot Tub, Ice Bath, or Swim Spa over obstacles such as fences, trees, or buildings, placing it directly in your yard or designated installation area.
       

    • Cost of Crane Delivery:
      Crane delivery is an additional service, and the cost will depend on the complexity of the lift, the crane's size, and your location. During the site survey, we will provide an estimate for this service if it's required.
       

  • Delivery Timeframe:
    After completing the site survey and finalising shipping arrangements, we will provide you with an estimated delivery window. Typically, deliveries are scheduled within 7-14 business days depending on product availability and your location. 
     

3. Installation Process
 

Proper installation is crucial to ensuring your Hot Tub, Ice Bath, or Swim Spa functions as intended. After delivery, our professional installation team will complete the setup, including all necessary connections (water, electricity, plumbing, etc.).
 

  • Installation Included:
    All of our products include installation as part of the delivery service, which is coordinated based on the site survey. Our team will handle everything from unboxing and positioning to setup and testing.
     

  • Installation Timeline:
    Most installations are completed within 4-6 hours depending on the complexity of the product and your site conditions. Our team will confirm the expected duration with you after the survey.
     

  • Specialised Team:
    Our team of professionals has experience with large spa, tub, and swim spa installations, ensuring that your product is set up safely and efficiently.


4. Access & Site Preparation
 

To ensure a smooth delivery and installation, it is important that the area is prepared and accessible. Based on the site survey, we may provide you with specific instructions to clear the space.
 

  • Clear Pathway:
    The delivery and installation team will need a clear, unobstructed path to access the delivery point and installation area. This includes removing any debris, furniture, or obstacles.
     

  • Access Points:
    Our team will confirm the most efficient route for delivering and installing your product. If there are any access challenges, such as narrow gates, stairs, or challenging terrain, we will work with you to devise a solution. Additional charges may apply for extra efforts such as crane delivery or utilizing specialized equipment.
     

5. Shipping & Installation Fees
 

  • Shipping Costs:
    Standard shipping fees are calculated based on your location, the size of the product, and the delivery method chosen during checkout. For deliveries outside of our local area, fees will be provided during the site survey process.
     

  • Installation Fees:
    Installation is included in the price of your product for most locations. However, certain locations or more complex installations may incur additional charges. These will be discussed with you after the site survey.
     

  • Additional Fees:
    If the site survey reveals complications that require additional equipment (e.g., crane services, large equipment for tricky access points), we will inform you of any extra charges before finalizing your order.
     

6. Order Modifications & Cancellations
 

  • Order Modifications:
    If you need to modify your order or installation after the site survey, please notify us at least 5 business days before your scheduled delivery. This allows us to adjust the delivery and installation plan as needed.
     

  • Cancellations:
    If you decide to cancel your order before delivery, please notify us as soon as possible. Cancellations are accepted up to 48 hours before your scheduled delivery. After this period, a cancellation fee may apply, depending on the progress of your order.
     

7. Damaged or Missing Items
 

While we take great care in delivering and installing your product, we understand that issues can arise during shipping. If your product is damaged during transit or installation, please notify us within 48 hours of delivery. We will work quickly to resolve the issue and arrange for repairs or replacements as needed.
 

8. Contact Us

If you have any questions regarding shipping, installation, or site surveys, our team is here to help. You can reach us at:

We look forward to providing you with the luxury experience you deserve. Thank you for choosing Lux Tubs Co.!

Return & Exchange Policy

1. Return Policy - 14 Days


We offer a 14-day return window for all Hot Tubs, Ice Baths, and Swim Spas from the date of delivery. If you are not completely satisfied with your purchase, you can request a return within this period.
 

To be eligible for a return:
 

  • The product must be in new, unused condition, and it must not have been installed by anyone else outside of Lux Tubs Co or used.

  • All original packaging and accessories must be included in the return.

  • The return request must be submitted within 14 days from the date of delivery.
     

How to Request a Return:

  • Please contact us at Sales@luxtubs.co within 14 days of delivery to initiate the return process. Our team will guide you through the return steps.
     

2. Return Conditions
 

Because our products are large, complex, and require specialised delivery and installation services, all returns are subject to a potential collection fee. This fee is necessary to cover the costs of returning your Hot Tub, Ice Bath, or Swim Spa back to our warehouse, including labor, transportation, and equipment for handling oversized items.


Collection Fee Details:
 

  • The collection fee will vary based on your location and the complexity of the return.

  • The cost will be outlined in the return process and confirmed after you contact our customer service team.

  • The collection fee is deducted from the refund amount, and it typically ranges from £100 to £2,750, depending on the distance, access requirements, nature of return/ exchange and the method of collection (standard or crane delivery).


3. Conditions for Exchange
 

We understand that sometimes a product may not be a perfect fit, and we'd be happy to offer an exchange for a different model or product (e.g., a different size or style of Hot Tub, Ice Bath, or Swim Spa) within 14 days from the original delivery date.


Exchange Conditions:

  • You can only exchange the item for a different model of equal or greater value.

  • If the new product selected is of greater value than the original, you will be required to pay the difference.

  • Exchange requests are subject to availability and may require a new site survey if the installation conditions differ significantly.

  • The collection fee will apply in cases of exchange, as the product needs to be returned to us before the new product can be delivered and installed. A new delivery fee will also be charged.


4. Non-Returnable Items


Due to the nature of our products and the specialised delivery and installation, the following items are non-returnable:
 

  • Products that have been installed, used, or modified in any way.

  • Products that were damaged or altered after delivery.

  • Custom or special-order items that were specifically built to your specifications.
     

If you are unsure whether your product is eligible for a return, please reach out to us, and our team will be happy to assist you.


5. Refunds
 

Refunds will be processed within 7-10 business days once the returned product is received and inspected. The refund amount will be the original purchase price minus the collection fee, shipping costs, and any other applicable charges.

Important Notes:
 

  • Refunds will be issued to the original payment method.

  • The return shipping cost (collection fee) and any incurred delivery or installation charges are non-refundable.


6. Damaged or Defective Items
 

If your Hot Tub, Ice Bath, or Swim Spa arrives damaged or defective, we will work quickly to resolve the issue. Please contact us immediately at support@luxtubsco.com within 48 hours of delivery. We may either repair the product, replace it, or issue a full refund based on the nature of the issue.
 

  • Damage During Transit:
    If you notice any damage to the product or packaging upon delivery, please document it (take photos) and contact us immediately.
     

  • Defective Items:
    If the product is defective or doesn’t function as described, we will arrange for a full return or exchange. Fee's may apply,  but not likely in this scenario.  
     

7. Return Shipping and Collection Process
 

If you have decided to return a product, our team will arrange the logistics for pickup.

Collection Process:
 

  1. Contact:
    You must first contact our customer service team to initiate the return and discuss the collection fee.
     

  2. Inspection:
    Our team will assess whether the item is in returnable condition (unused, undamaged, with original packaging).
     

  3. Pick-up:
    A scheduled time for product pickup will be arranged based on your availability.
     

  4. Refund Issuance:
    Once we receive and inspect the item, the refund will be processed, minus the collection fee and any applicable charges.
     

Please note that all products returned to us must be in the condition they were received, with all components intact.
 

8. Order Modifications & Cancellations
 

If you decide to cancel your order before the delivery or installation process begins, please contact us within 48 hours of placing your order to avoid any fees. After 48 hours, cancellation may incur a fee, and it will depend on the stage of the delivery and installation process.
 

Once the delivery and installation are completed, cancellations or modifications are no longer possible. If you wish to cancel after delivery, you would need to follow the return policy outlined above.
 

9. Contact Us

If you have any questions about the return or exchange process, please reach out to us:

We are committed to providing a high level of customer service and will work with you to ensure your satisfaction.

bottom of page