Refund policy

SUPA PRODUCTS LIMITED
Applies to SUPA Heater, SUPA Heater for Lay-Z-Spa, SUPA Hot Tub and SUPA Filter purchased directly from us only.
Effective date: 3 September 2026 | Version: 1.1

1. Who this policy covers

This policy applies to orders placed directly with SUPA Products Limited through our websites, by phone or by email, for the following products:

SUPA Heater — 31kW LPG standalone water heater
SUPA Heater for Lay-Z-Spa — 31kW LPG standalone water heater
SUPA Hot Tub — 920 litre inflatable hot tub
SUPA Filter — Permanent stainless steel filter

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Orders placed through Amazon or any other marketplace are governed by that marketplace's own returns policy. Start those returns in your marketplace account, not with us.

This policy does not cover the SUPA Spa Forge Core, which is built to order and has its own separate deposit, cancellation and delivery terms.

2. Changed your mind

Your legal right to cancel (the first 14 days)

You can cancel your order for any reason — no explanation needed — from the moment you place it until 14 days after the day you receive it. If your order arrives in more than one delivery, the 14 days run from the day the last item arrives.

Once you have told us you are cancelling, you have a further 14 days to get the goods back to us.

Where you cancel within this statutory period, we refund the price of the goods plus the standard outbound delivery charge you paid. If you chose an upgraded or express delivery service, we refund the standard rate only — the difference is yours to cover.

Our 30-day returns promise (days 15 to 30)

We go further than the law requires. If you are past the 14-day statutory window but still within 30 days of delivery, we will accept the return as a goodwill gesture provided the product is unused, undamaged and returned in its original packaging with all parts, fittings and documentation.

On goodwill returns we refund the price of the goods only. Outbound delivery charges are not refunded, and you cover the cost of returning the item.

After 30 days we cannot accept change-of-mind returns. Your rights in respect of faulty goods are unaffected and are set out in section 5.

3. How to return something

Step 1 — Tell us. Email support@supa-heater.com or call 0161 327 3848. Quote your order number and tell us what you are returning and why. You can use the cancellation form at the end of this policy, but you do not have to — any clear statement is enough.

Step 2 — We issue a returns authorisation. We will send you an RMA number and the return address by email, usually within one working day.

Step 3 — Pack it properly. Use the original packaging where you can. Write the RMA number clearly on the outside of the parcel or pallet.

Step 4 — Send it back. Use a tracked or signed-for service and keep your proof of postage. Until the goods reach us they remain your responsibility, so we strongly recommend you insure the shipment for its full value.

Returns sent without an RMA number may be delayed or refused.

4. Return costs and condition

Who pays

Change of mind — you pay the cost of returning the goods, whether inside or outside the 14-day statutory window.
Faulty, damaged or incorrect goods — we pay. We will arrange and fund collection.

Because of their size and weight, the SUPA Heater and SUPA Hot Tub cannot go through the standard post. Where a courier or pallet collection is the practical option we can arrange it for you and deduct the actual carrier cost from your refund. We will confirm that cost in writing before we book it, so there are no surprises.

Condition of returned goods

You are entitled to inspect and handle the goods as you reasonably would in a shop before deciding to keep them. You are not entitled to use them.

If the value of the goods is reduced because you handled them beyond what is necessary to establish their nature, characteristics and functioning, we may make a proportionate deduction from your refund. In practice that means:

A heater that has been connected to gas and fired cannot be sold as new.
A hot tub that has been filled, inflated and used with water or chemicals cannot be sold as new.
A filter that has been fitted and wetted cannot be sold as new.

We will always tell you the amount of any deduction and why we have applied it before we process the refund.

5. What we cannot accept back

We cannot accept a change-of-mind return where:

More than 30 days have passed since delivery.
The product has been installed, commissioned, modified or damaged after delivery.
Sealed goods have been unsealed and are no longer suitable for return on health protection or hygiene grounds.
The item was made or configured to your specification.
Parts, accessories, fittings or documentation are missing.

These exclusions apply to change-of-mind returns only. They never limit your rights where goods are faulty, not as described or not fit for purpose.

6. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015 the goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not, you have the following rights.

Within 30 days of delivery

You have the short-term right to reject the goods and receive a full refund. We will arrange collection at our cost.

Between 30 days and 6 months

You can ask for a repair or replacement. We get one attempt. If that attempt does not put the fault right, you are entitled to a refund. During the first six months, a fault is presumed to have been present at delivery unless we can show otherwise.

After 6 months

You may still have a claim, but it falls to you to show the fault was present when the goods were delivered. Claims can be brought for up to six years in England, Wales and Northern Ireland, and five years from discovery in Scotland.

Damage in transit

Check your delivery on arrival. Tell us about any visible damage within 48 hours of delivery, with photographs of the item and its packaging, so we can pursue the carrier. Reporting late does not remove your statutory rights, but it does make the claim harder for everyone.

Incorrect items

If we send you the wrong product, tell us and we will collect it and send the right one at our cost. No return charge, no restocking fee.

7. Warranty

Your SUPA product is covered by a manufacturer's warranty against defects in materials and workmanship under normal use. Warranty periods are set out in the documentation supplied with your product and on the product page at the time of purchase.

SUPA Heater

Heater, Stand and Hoses: 2 years when used in strict accordance with our instructions.
Pump: 1 year - specific exclusions are the use of the pump continuously exceeding 90 minutes per individual use and allowing water to freeze in the pump.
Accessories: Fittings - 1 year.

The warranty expressly does not cover any damage caused to the heater by allowing water to freeze in the heat exchanger.

The warranty does not cover fair wear and tear, damage from misuse, accident or neglect, frost or freeze damage, damage caused by incorrect water chemistry, unauthorised modification or repair, or use with a fuel or gas supply other than that specified. The warranty is in addition to, and does not replace, your statutory rights.

SUPA Heater for Lay-Z-Spa

Heater, Stand and Hoses: 2 years when used in strict accordance with our instructions.
Pump: 1 year - specific exclusions are allowing water to freeze in the pump.
Accessories: Fittings - 1 year.

The warranty expressly does not cover any damage caused to the heater by allowing water to freeze in the heat exchanger or pump.

SUPA Hot Tub

Heater, Stand and Hoses: 2 years when used in strict accordance with our instructions.
Recirculation Pump: 1 year - specific exclusions are allowing water to freeze in the pump.
Inflatable Elements: 1 year.
Accessories: 1 year.

SUPA Filter

Housing: 2 years when used in strict accordance with our instructions.
Inner Filter: 5 years

8. Refunds

We refund to the original payment method. We cannot refund to a different card or account.
Statutory cancellations are refunded within 14 days of the day we receive the goods back, or the day you give us proof that you have sent them, whichever is sooner.
Goodwill returns under our 30-day promise are refunded within 14 days of the goods reaching us and passing inspection.
Where you paid by a finance or buy-now-pay-later provider, we refund the provider and they settle with you under their own terms.
Your bank may take a further 3 to 5 working days to show the money in your account.

9. Contact us

Email: support@supa-heater.com
Phone: 0161 327 3848 (Monday to Friday, 9am to 5pm)
Post: SUPA Products Limited, [TO CONFIRM: full returns address], WA4 4EN, United Kingdom

If we cannot resolve a complaint between us, you can seek free advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Annex — Model cancellation form

You do not have to use this form. Any clear statement that you are cancelling will do. But if you would like a template, here it is.

To: SUPA Products Limited, support@supa-heater.com

I hereby give notice that I cancel my contract of sale for the following goods:

Goods ordered: ...........................................................................................
Order number: .............................................................................................
Ordered on / received on: ............................................................................
Name of consumer: ....................................................................................
Address of consumer: .................................................................................
Signature (only if sending by post): ............................................................
Date: ..........................................................................................................

SUPA Products Limited, WA4 4EN, United Kingdom. Registered in England and Wales, company number 13941156. VAT registration 437569163.

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