Returns & Exchanges Policy

1. Overview

We want you to love your purchase. As we supply both large items (hot tubs, swim spas, saunas, pergolas) and smaller accessories, some terms differ by product type. This policy applies to orders delivered within the United Kingdom.

For the fastest help, please have your order number, photos (if damaged/defective), and the product SKU ready when contacting us.

2. Return eligibility

You can return an item if:

• It is defective or damaged on arrival; or
• It is an accessory/part you no longer want and it’s in unopened, as-new condition (see Section 3).

We cannot accept returns of:

• Large installed items (e.g., hot tubs, swim spas, saunas) once delivered and installed, unless defective or damaged in transit.
• Used or modified items, or items missing original parts, manuals, or packaging.
• Opened consumables (e.g., chemicals, filters) unless defective.

3. Return period

• Accessories, parts & chemicals (unopened): request within 14 days of delivery.
• Defective items (any product): notify us within 7 days of delivery with photos/details.
• Large equipment (hot tubs, swim spas, saunas): for delivery damage or manufacturing defects only; report immediately (within 48 hours) and do not install until authorised.

4. How to start a return

1. Email sales@oasis-odl.co.uk or call 01623 354663 with your order number and reason.
2. We’ll issue a Return Authorisation (RA) and instructions (including collection if applicable).
3. Pack securely (original packaging if possible) and include all accessories/manuals. Quote your RA on the parcel.
4. We’ll inspect the return on receipt and confirm eligibility before processing your refund or exchange.

5. Refunds & exchanges

• Approved returns: refund to the original payment method within 14 days of receiving the item back.
• Return shipping costs: if defective/incorrect, we cover reasonable return or collection; if change-of-mind (accessories only), you cover return shipping.
• Large items: for accepted defect returns, we’ll arrange collection at our discretion.

6. Exchanges

Yes—exchanges are available for like-for-like products (subject to stock). Let us know your preference when requesting your RA.

7. Delivery damage

• Photograph the packaging and product as received.
• If severely damaged, refuse delivery and note this with the driver.
• Contact us immediately so we can arrange a replacement or refund.

8. Exclusions & conditions

• Installed and used large items are not returnable except for manufacturing faults or delivery damage.
• Certain products may require authorised installation for warranty and return eligibility.
• Returns without prior authorisation or sent to the wrong address may be refused and returned at your cost.

9. Contact & support

If you’re unsure whether your item qualifies, get in touch:

• Email: sales@oasis-odl.co.uk
• Phone: 01623 354663

10. Policy changes

We may update this policy from time to time. Any changes will be posted on this page.