Customer Service

The details on this page are offered in relation to items purchased through our online store. If you are looking for any terms and/or information relating to hot tub or swim spa installations, these are available from our showroom and head office. Please make a selection from the below categories to find answers to the most common questions. You can also contact us if you have any further questions.

What are your delivery options and what does it cost?
We use various reputable delivery service providers that provide a selection of delivery options which are selectable and calculated during the checkout process.

What happens if I’m out when you deliver?
In the event you are not home when we attempt to deliver the courier will leave a calling card to inform you. You can use this card to arrange a different delivery date or collect your order from a local depot.

What tracking services do you provide?
Where possible a courier tracking number will be provided by email once the order has been dispatched.

My order’s incomplete – what should I do?
We use a real time stock system that checks all items are avilable at time of ordering to ensure we always have stock. However in the rare instance when our stock level is not accurate we will dispatch what we can. You will never be charged for items you do not receive.

If there are any items missing from your order we will do our best to fulfil it within a few days. If we are unable to fulfil the order, that part of the order will be refunded.

Can the courier leave it with my neighbour?
Unfortunately we cannot pass messages to the drivers once an order is on its way, please either use the while you were out card that will be left to re-arrange delivery or place a note outside your door to leave it with a neighbour (please note that whichever decision you make is at your discretion and your responsiblity).

My order has arrived damaged – what should I do?
We aim to achieve the highest levels of quality in all our items however if any part of your order arrives and is not satisfactory please keep it in its original unopened/used condition. This is very important or your return will not be accepted.

Please let us know immediately by emailing our customer services and send back your item noting where the damage can be found.

Once we receive your item and confirm the issue and that it is in it’s original condition a refund will be issued.

My delivery is late what should I do?
Please ensure you allow the correct time frame for your chosen delivery method. If these time frames pass and your delivery has not arrived we advise checking your tracking information, often this will inform you of a missed delivery or a delay should this have happened. However if it shows delivery is still on its way please contact us and make us aware so we can assist you.

Can I change my delivery address?
Once an order is placed we can only change your delivery address before it is shipped. Once your order is with our courier we cannot change the delivery address.

We reserve the right in rare instances to refuse the request for security purposes or other such concerns so please do ensure the delivery address is accurate before completing your order.

How do I return part or all my order?
In the event that you are not satisfied with your purchase please send the item back to us in its original condition within 14 days of the order date.

On receipt we will issue a full refund (less your initial delivery cost) to the card the order was placed with.

We cannot take responsibility for goods before they reach us so please use a recorded service and always retain proof of postage.

What is your returns address?
Please use a recorded method of delivery and send your item to:
Premium Tubs, 288 Frome Road, Trowbridge, BA14 0DT

I lost/didn’t receive my returns form, what should I do?
If you have lost or are missing your paperwork for a return please enclose a note with the order.

In order to process your return please put on this note:

  • Your order number
  • Details of which items are being returned
  • Your full name, surname and email address
  • Your contact number

Please use a recorded returns service to return your items to us retaining proof of postage. Thank you.

Returning items on orders that had discounts applied
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

I am outside of the returns period. What shall I do?
The returns period is 14 days after your order is delivered. If you will be returning your item later than this you must notify us for approval before sending your return back, we reserve the right to refuse returns outside of this returns period. Failure to do so will flag your order when processed and it will be returned to you.

We offer extended returns periods that will be advertised at the time, such as Christmas. In such instances the special advertised returns time frame will apply.

Exchange Address: Premium Tubs, 288 Frome Road, Trowbridge, BA14 0DT

Please Note: If an exchange is agreed customers may only exchange once per order. This may be a number of items however it must be done in one return, thank you.

Can I exchange an order?
If you wish to exchange something you have bought please contact us and speak to an advisor, we will endeavour to help in anyway we can but please note you would need to cover return shipping costs and may be required to pay for the delivery costs of the exchange.

How many times can I exchange?
You may exchange as many items in an order as you like, however this must be done in one return. If you return some of your order and request an exchange and then later return more and request another exchange we will not be able to do this. Similarly we cannot exchange an exchange, instead you should place a new order.

My order arrived damaged, can I exchange?
Of course. Please notify us the moment you notice the damage upon arrival and send the return back requesting it be replaced. Please note the damage and where we can find it ensuring all tags are in place and the item is in the condition it was received.

What if my exchange is out of stock?
If an exchange cannot be fulfilled because the requested exchange is out of stock when the return is received we will instead refund that part of your order.

If you are worried you will miss out by waiting for the returns process on a limited stock item we strongly suggest instead returning for a refund and placing a new order.

I need an exchange fast, what shall I do?
Unfortunately the exchange process will require the return reaching us and then us reposting. We post exchanges by standard delivery. From the day you send back a return requesting an exchange to us receiving the exchange, reposting and it reaching you could take up to 7-10 days in total.

Therefore we strongly suggest instead returning for a refund anf selecting next day delivery on a new order.

If you have received an item which you find to be faulty please inform us immediately and do not remove any tags keeping it in its original condition.

Discount codes cannot be redeemed for cash. A discount code is only valid until its expiry date if it has one.

Discount codes cannot be used on an order after the order has been placed.

If a discount was applied to a returned order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

Using a Discount Code
Make sure you type your code to the appropriate box on the basket page, and hit update to apply it to your order. As stated above if it is not applied at this point, we can’t apply it to the same order later on (though you might be able to use it on a subsequent order).

Late Delivery
If a delivery arrives late your delivery charge will be refunded in full and a 10% discount will be given off a future order.

Wrong or Faulty Orders
If an item arrives damaged or the wrong item is sent to you, your delivery charge will be refunded in full and a 10% discount will be given off a future order. The correct item or a replacement will then be sent to you at no extra cost.