Warranty & Returns
We stand behind every product we sell. At Home Recovery Haven, our warranty and returns policy is designed to give you clarity, confidence, and support before and after your purchase.
Peace of mind matters
We only curate products we believe in, and we want customers across the UK to feel supported long after checkout. That includes clear warranty guidance and a fair returns process.
Product-specific cover
Warranty periods vary by product type and manufacturer. The most relevant warranty information will always be shown on the product page and in the documentation supplied with your order.
Warranty
What's covered
All products sold by Home Recovery Haven are supplied with a manufacturer's warranty covering defects in materials and workmanship under normal use and conditions.
Typical warranty ranges
- Hot tubs — shell structure: up to 10 years, shell surface: up to 5 years, equipment and components: 2 years, labour: 1 year
- Saunas — timber structure: up to 5 years, heating elements and controls: 2 years, labour: 1 year
- Cold plunges and ice baths — vessel and structure: 2 years, chiller units and components: 1 to 2 years depending on model
- Accessories and water care products — typically 6 to 12 months, depending on manufacturer terms
What's not covered
- Damage caused by improper installation not carried out by our approved team
- Damage resulting from incorrect water chemistry or chemical misuse
- Normal wear and tear, fading, or cosmetic deterioration over time
- Damage caused by freezing, flooding, or other environmental events
- Unauthorised modifications or third-party repairs
- Consumable items such as filters, jets, and bulbs
Making a warranty claim
If you believe your product has developed a fault covered under warranty, please contact us as soon as possible and include:
- Your order number and proof of purchase
- A clear description of the issue
- Photographs or video where possible
We will assess the claim promptly and work with you and the manufacturer to arrange repair, replacement parts, or a full replacement where appropriate.
Returns
Your right to cancel
In line with the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. To exercise this right, please notify us in writing within that 14-day period.
Important return conditions
- Items must be unused, uninstalled, and in their original packaging
- Returns must be notified within 14 days of delivery
- Return delivery costs for change-of-mind returns are the responsibility of the customer
- Items that have been assembled, filled, or used cannot be returned unless faulty
Faulty or damaged goods
If your item arrives damaged or develops a fault within 30 days of delivery, you may be entitled to a replacement or refund under your statutory rights as a UK consumer. Please contact us immediately with photographic evidence so we can prioritise a resolution.
Refunds
Once a return has been approved and the item has been received and inspected, refunds are typically processed within 14 days to the original payment method. We will confirm by email once your refund has been issued.