Refund & Returns Policy
Refund & Returns Policy
Effective Date: 28/08/2025
Company Name: Trident Swimming Pools & Wellness Ltd
Website: www.trident-tubs.co.uk
Customer Support Email: enquiries@group-trident.co.uk
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1. Overview
We want you to be happy with your purchase. If you're not completely satisfied, this policy explains your rights to return products, receive a refund or replacement, and how we handle cancellations and faulty goods.
This policy complies with UK consumer protection laws, including your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
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2. Cancelling an Order (Cooling-Off Period)
If you are a consumer (not a business customer), you have the right to cancel your order within 14 days of receiving your goods without giving a reason.
To cancel, you must notify us in writing (email or contact form is acceptable). You then have another 14 days to return the item.
Exceptions:
The right to cancel does not apply to:
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Bespoke or made-to-order hot tubs
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Any of our products that have been used or installed
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Items not in a resalable condition
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Hygiene-sensitive accessories that have been opened (e.g. filters, chemicals)
3. How to Return an Item
To initiate a return:
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Contact us at enquiries@group-trident.co.uk with your order number and reason for return.
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We will confirm return instructions and, if applicable, provide a return address or collection details.
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Package the item securely. Items must be returned in original condition, unused, and with all original packaging.
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4. Return Costs
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If you are returning an item because you changed your mind, you are responsible for return shipping costs.
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For large items (e.g. hot tubs), we can help arrange collection, but the cost will be deducted from your refund unless the item is faulty.
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If the item is faulty, damaged, or incorrect, we will cover all return or collection costs.
5. Refunds
Once we receive and inspect the returned item, we will process your refund within 14 calendar days.
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Refunds will be issued to the original payment method.
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Any deductions (e.g. collection fees or diminished value due to handling) will be clearly communicated.
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We may withhold the refund until we receive the returned goods or proof of return.
6. Faulty or Damaged Goods
You have the right to return goods that are faulty, not as described, or not fit for purpose. In such cases, you may be entitled to:
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A full refund (within 30 days of delivery)
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A repair or replacement (if more than 30 days have passed)
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A partial refund or price reduction if repair/replacement is not suitable
Please notify us of any faults within 48 hours of delivery. We may require photos or inspection to verify the issue.
7. Exchanges
We do not offer direct exchanges. If you wish to change a product, please return the original item and place a new order.
8. Business Customers
This policy applies to consumers only. If you are a business customer, please contact us for terms relating to trade purchases.
9. Contact Us
If you have questions or need help with a return: