Payments and Refunds

Payment & Dispute Resolution Policy

How we keep you informed, and how we put things right — quickly and fairly.

At JT Spas, our aim is simple: if anything about your order isn’t right, we want to sort it out for you directly — and we can almost always do this faster than a payment dispute raised through your bank or card provider. This policy explains how we keep you updated on your order, what to expect from made-to-order products, and the quickest ways to resolve any concern about a payment, a delivery or a product.

Before raising a dispute with your bank, please contact us first

Most issues — a delayed delivery, an order you don’t recognise, a damaged item or a change of mind — can be resolved within hours by emailing sales@jtspas.co.uk. A bank dispute can take weeks to settle and may delay the very outcome you’re hoping for. We’re here to help.

Made-to-order and bespoke products

A large part of our range is made to order — built to your chosen specification by the manufacturer rather than picked from a shelf. This includes whirlpool baths, configurable suites and personalised options such as upgraded jet systems, heaters, panels and finishes. Because each item is produced specifically for you, these orders carry a manufacturing lead time before they are ready to dispatch.

Production times are shown clearly on the product page before you order. As a general guide:

Type of product	Typical production / dispatch time
Stocked items	Usually dispatched within a few working days of your order being confirmed 5-10 Working Days
Made-to-order baths (standard systems or slimline jets)	5–10 In Production working days
Bespoke or customised configurations	14–21 In Production working days

Please allow for these production times before expecting dispatch. If you’re ever unsure whether an item is in stock or made to order, just ask us before you buy and we’ll confirm the expected timescale for your specific order.

Keeping you informed about your order

To make sure you’re never left wondering where your order is, we aim to keep you updated at each stage:

An order confirmation as soon as your purchase is placed.
Confirmation when a made-to-order item enters production, with its expected lead time.
A dispatch notification once your order leaves us, including carrier tracking where available.
Delivery updates so you know when to expect your goods.

If you haven’t received an update you were expecting, please get in touch via our Contact Us page and we’ll give you the current status straight away.

If you don’t recognise a charge

Payments to us appear on your statement under a recognisable JT Spas descriptor. If a charge looks unfamiliar, it may be a made-to-order item still in production, or a purchase made by a family member. Before reporting it as fraud, please email sales@jtspas.co.uk with the amount and approximate date, and we’ll identify the order for you immediately.

How we put things right

Damaged, faulty or incorrect goods

Please check your goods on delivery rather than waiting until installation begins. Any transit damage, shortage or incorrect item must be reported as soon as possible, and within 48 hours of delivery, so we can make a claim with the courier. Where goods are faulty, incorrect or damaged on delivery, we will cover the cost of return (we ask to nominate the carrier) and refund or replace the item, including delivery charges. Returned items are tested; if an item is found not to be faulty, the product value is refunded and the actual delivery and collection costs apply.

Changed your mind — 14-day cooling-off period

For orders placed online, by phone or by correspondence, you have a 14-day cooling-off period from the day after delivery to cancel, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Goods must be returned unused and in their original, resalable condition and packaging, at your cost. Please note that this cooling-off right does not apply to made-to-order or customised items, as these are produced to your specification — which is why our production times are shown clearly before purchase.

45-day exchange guarantee

For added peace of mind, we offer a 45-day exchange period on unused, uninstalled products in their original condition and packaging. Full details and steps are on our 45-Day Exchange Guarantee page. Return postage for exchanges is the customer’s responsibility, and exchange requests made after 14 days of delivery are subject to a 25% restocking and handling charge.

Your statutory rights

Everything above is in addition to your legal rights as a consumer, which remain unaffected. These include your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits those rights.