Where we deliver
We deliver throughout Germany. Every option and price below is selectable directly in checkout.
Austria: we deliver to Austria on request. Please contact us before ordering on WhatsApp at +43 660 588 1567 or via our contact form and we will send you a firm delivery quote for your address.
Delivery options and prices
The options that apply to a specific product are shown on that product page and again in checkout. You choose the delivery method in checkout, not in the cart.
| Product type | Delivery method | Price | Typical lead time |
|---|---|---|---|
| Water care, chemicals, small spare parts | Standard parcel | €9.90 | 2 to 5 business days |
| Express parcel | €19.90 | 1 to 2 business days | |
| Covers, entry steps, larger accessories | Freight parcel (bulky) | €29.00 | 3 to 7 business days |
| Baths, sanitaryware, garden furniture, grills | Curbside delivery | EUR 99.00, free from EUR 3,000 | 1 to 4 weeks from order confirmation |
| Hot tubs, cold plunges, saunas, mid-size pergolas | Curbside delivery | EUR 99.00, free from EUR 3,000 | 1 to 4 weeks from order confirmation |
| White-glove delivery (2-person) | €800.00 | 1 to 4 weeks from order confirmation | |
| White-glove delivery with crane | €1,400.00 | 1 to 4 weeks from order confirmation | |
| Swim spas and units over roughly 500 kg | White-glove delivery with a crane (only option) | EUR 1,400.00 | 1 to 4 weeks from order confirmation |
All prices include statutory VAT. Curbside delivery costs EUR 99.00 and is free on orders of EUR 3,000 or more, so it is free on every hot tub, cold plunge and sauna. Swim spas weigh around 900 kg and cannot be lifted off the truck by hand, so they are delivered by crane only.
What white-glove includes and does not include
Included in the price
- Two trained people on delivery day
- Carrying the product from the truck to your prepared position on a ground-level route
- Setting it down and aligning it on the base you have prepared
- Unpacking the product
- Taking away and disposing of the packaging and the pallet
Not included
- Electrical connection by a qualified electrician
- Water supply or drainage connection
- Foundation, concrete slab, decking or any building work
- Removing fences, gates, walls, railings or planting
- Permits, parking suspensions or road closures
- Filling with water, commissioning and water treatment
- On-site training on how to operate the product
What the crane option adds
The crane option provides a mobile crane and operator to lift the hot tub over an obstacle such as a house, a wall or a fence. It does not include permits for road closures or parking suspensions, ground protection for the crane outriggers, or costs arising if the crane cannot be set up on the day.
Access: please check before you order
For hot tubs, swim spas, cold plunges and saunas, access decides which delivery method actually works. Please check these points before ordering. If you are unsure, send us photos of the approach and we will tell you which option fits.
- The delivery vehicle must be able to stop legally on a public road next to your property. Freight vehicles are trucks, not vans.
- The route from the vehicle to the final position must be at least as wide as the product plus roughly 20 cm on each side.
- That route must be level and load-bearing. Steps, soft lawn, gravel or a slope can make carrying by hand impossible.
- The final position must be firm, level and load-bearing. A filled hot tub with bathers can weigh well over 2,000 kg. A concrete slab or an equivalent foundation is required.
- If the route is not walkable at ground level you need the crane option. A crane needs a clear, load-bearing set-up area and clear airspace with no power lines or overhanging branches.
- Someone over 18 must be present on delivery day to accept the delivery.
If a delivery fails because nobody is present or access is not as described, the freight company charges for a second attempt. We pass that charge on at cost.
How delivery works, step by step
- Order confirmation. After you order we check availability with the manufacturer and send you an order confirmation, typically within 1 to 3 working days. The purchase contract is formed at that point.
- Dispatch. Once your product leaves the warehouse you receive a dispatch confirmation and, where available, a tracking number by email.
- Booking a slot. For freight items the carrier calls you directly to agree a time window. Please respond promptly.
- Delivery day. Keep the approach clear and the position prepared. Someone over 18 must be present.
- Check before you sign. Inspect the goods before signing the delivery note.
- Reporting damage. Report transport damage within 24 hours with photos via WhatsApp at +43 660 588 1567 or through our contact form.
On delivery day: what to check before you sign
Your signature on the delivery note is your main protection against transport damage. These five steps take five minutes in total.
- Photograph the pallet and packaging before anything is opened.
- Check corners and edges, the cabinet, the acrylic shell and the cover for dents, cracks and pressure marks.
- Write any damage on the delivery note specifically, for example "cabinet panel front left dented". A general "under reserve" is not enough for the carrier insurance.
- Have the driver countersign your note and photograph the signed delivery note.
- If the damage is severe you may refuse the delivery outright. Call us straight away if that happens.
Cancellation and returns
1. Free cancellation before dispatch
As long as your product has not left the warehouse you can cancel at zero cost. That window is typically 1 to 3 working days. Message us on WhatsApp at +43 660 588 1567 or use our contact form, quoting your order number and the word "CANCEL". Full refund within 14 days.
2. 14-day right of withdrawal after delivery
After the product is delivered you have a 14-day right of withdrawal under the EU Consumer Rights Directive, subject to the exceptions below.
3. Hygiene exception for hot tubs, swim spas, cold plunges and installed sanitaryware
Withdrawal no longer applies once the product has been filled with water (even partially), connected to electricity or plumbing, switched on, had chemicals added, removed from its pallet in a way that prevents safe return, or installed using tools (Article 16(e) of Directive 2011/83/EU).
4. Saunas, accessories and chemicals
The full 14-day withdrawal right applies to saunas and accessories, provided the product is unused and in original packaging. Sealed chemicals and water-care products cannot be returned once the seal is broken.
5. Inspection is allowed
You may open the outer packaging and inspect the product as you would in a showroom. Please reseal the packaging afterwards. Damaged packaging may incur a diminished-value deduction.
6. Return shipping costs
If you withdraw you bear the cost of returning the goods (Article 14(1) CRD). Hot tubs require professional freight transport. On request we obtain a return-freight quote on your behalf at cost.
7. Diminished value
If the product or its packaging shows handling beyond inspection we apply a diminished-value deduction under Article 14(2) CRD. The applicable schedule is set out in section 7 of our Refund and Cancellation Policy.
8. Refunds
Approved refunds are issued to your original payment method within 14 days of us receiving the goods or of your proof of return shipment. If you chose a delivery option more expensive than the standard one and later withdraw, Article 13(2) of Directive 2011/83/EU means only the cheapest standard delivery we offer is refundable. For us that is curbside delivery: 0 euro on orders of 3,000 euro or more, otherwise 99.00 euro. For swim spas the crane is the only delivery method we offer, so it is refunded in full.
How to declare your withdrawal
Send your withdrawal declaration to Belvicon Ltd (TwoRelax) - via WhatsApp at +43 660 588 1567 or through our contact form. Important: do not ship goods back unrequested. Physical returns are collected by freight to the address we give you once an RMA number has been issued.
You may use the model withdrawal form at the end of our Refund and Cancellation Policy, but you are not obliged to. Refund and Cancellation Policy
How to cancel or return
- To cancel before dispatch: message us on WhatsApp at +43 660 588 1567 or via our contact form within 1 to 3 working days of ordering, with your order number and the word "CANCEL".
- Contact us first. Email your order number, photos or a short video, and confirmation that the product is unused and hygienically intact, never filled with water and never connected.
- Receive your RMA number. We reply within 2 working days with a return authorisation number and collection details. Returns shipped without an RMA number are not accepted.
- Prepare the product. Reseal the packaging, return it to the original pallet, and ensure ground-level access for the freight vehicle.
- Collection. The carrier collects on the arranged date. You pay the return freight unless the product was damaged or defective on arrival.
- Refund. Once received and inspected, we refund within 14 days, minus any diminished-value deduction.
Damaged or defective goods: contact us within 24 hours of delivery with photos, video and a written description. For genuine transport damage or manufacturing defects we cover the return cost and you choose between free replacement, repair or full refund. Your statutory guarantee rights are unaffected.
Delivery and returns: frequently asked questions
How much does hot tub delivery cost in Germany?
Curbside delivery costs 99.00 euro and is free on orders of 3,000 euro or more, which covers every hot tub. White-glove delivery with a two-person team costs 800 euro, and white-glove delivery with a crane costs 1,400 euro. All prices include VAT and are selected in checkout.
How long does delivery take?
Small parcels take 2 to 5 business days, express parcels 1 to 2 business days, and bulky parcels 3 to 7 business days. Hot tubs, swim spas, cold plunges and saunas are typically delivered 1 to 4 weeks from order confirmation.
What does shipping cost for accessories and water care?
Standard parcel shipping costs 9.90 euro and express costs 19.90 euro. Bulky items such as covers or entry steps cost 29.00 euro as a freight parcel.
Does TwoRelax deliver to Austria?
Yes, we deliver to Austria on request. Contact us before ordering on WhatsApp at +43 660 588 1567 or via our contact form and we will send a firm delivery quote for your address.
Do I need a crane for my hot tub?
You need a crane if the hot tub cannot be carried to the final position on a ground-level route, for example because a house, wall or fence is in the way. The route must be at least as wide as the hot tub plus roughly 20 cm on each side. Swim spas always need a crane: they weigh around 900 kg and are up to 6 m long, so the crane is the only delivery option for them and costs 1,400 euro.
Who unpacks and positions the hot tub?
With white-glove delivery a two-person team carries the hot tub to your prepared position, unpacks it and takes the packaging away. Electrical connection, water connection and the foundation are not included.
Can I return a hot tub after filling it with water?
No. Once a hot tub, swim spa or cold plunge has been filled with water, connected or switched on, the right of withdrawal is excluded on hygiene grounds under Article 16(e) of the EU Consumer Rights Directive. Before filling, your 14-day withdrawal right still applies.
Who pays for return shipping?
If you exercise your right of withdrawal, you pay the return shipping. For genuine transport damage or manufacturing defects, we pay it.
What should I do if my hot tub arrives damaged?
Write the damage specifically on the delivery note before you sign, photograph it, and contact us via WhatsApp at +43 660 588 1567 or our contact form within 24 hours. If the damage is severe you may refuse the delivery.
How long is the guarantee?
You have a 24-month statutory legal guarantee from delivery under the EU Sale of Goods Directive (EU) 2019/771. During the first 12 months the burden of proof is on us. The Wellis manufacturer warranty applies in addition.
This page is a plain-language summary. The legally binding document is our Refund and Cancellation Policy. Last updated: 2 September 2026.