Our policy lasts 14 days, if 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. All products must be returned in the condition they arrived in, unused, in its packaging and at your own cost (unless the items are incorrect, damaged or faulty). We reserve the right to refuse a refund if the goods are not returned in a saleable condition or are damaged (from the subsequent return trip). All paperwork should be retained in case you need to return an item for any reason.
We do not offer any refunds or exchanges on custom made covers unless they are received damaged or faulty. We do not offer refunds or exchanges on Bespoke spas unless they are received damaged or faulty.
Please report any damaged or faulty goods within 14 days of receipt for a refund or replacement. Please contact us via email (firstname.lastname@example.org) or telephone (08452170581) with your order number and details of the fault or damage.
Returning your items
Pack your parcel with care and include your name, address, your original order number, details of what you are returning and why. We recommend all returns are sent via recorded delivery or tracked courier service. If the item is high value, then we also recommend you opt for insurance cover. Please note we cannot be held responsible for items lost or damaged in transit. To complete your return, we require a receipt or proof of purchase which you will have received within your parcel (also known as a dispatch note), please either:
- Telephone: (0845 2170581), please make sure you have the delivery note with your order number on when you call.
- Send an E-mail, with the Subject ‘Saturnspas Return Request – Order No (The order number shown on the front of thedelivery note)’. Detail the items you wish to return within the email and the reason why.
- Please have this information at hand when contacting us:
- Full name
- Address including postcode
- Contact number
- Email Address
- Order number
- Reason for return (faulty, damaged or unwanted)
- Details of any damage or fault
- Action required (refund or exchange)
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at (email@example.com).
Refunds (if applicable)
Once your return is received and inspected by our staff, we will send you an email to notify you that we have received your returned item. We will also notify you with the state of your refund. If approved, you will be credited to your original payment method.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Change an Order
If you wish to change an order simply contact Saturnspas by calling (08452170581) or by E-mailing firstname.lastname@example.org. Please include your order number and the date you ordered. You can only change or cancel an order by contacting us before 12:00pm on the day after you have placed your order. On or after that time, the contract of sale for the products you have ordered is concluded and we cannot stop your order being shipped to you; however, your right to cancel an order and return the product remain unaffected (see “above” Section “Returns”).