We want you to feel confident when ordering from TwoRelax. Below is everything you need to know about returns, written as clearly and transparently as possible.
14-Day Return Window
You can request a return within 14 days of delivery, in line with EU consumer protection rules.
The 14-day period starts on the day you (or someone you nominate) receive the product.
Important: Hygiene & Hot Tub Returns
Hot tubs and spas are hygiene-sensitive products.
For health and safety reasons, returns are no longer possible once the product has been used or prepared for use.
A return cannot be accepted if the hot tub has been:
- filled with water (even partially)
- connected to electricity or plumbing
- switched on, activated, or run
- had water circulated through jets, pumps, or heaters
- had chemicals added
- installed or assembled using tools
- removed from its pallet in a way that prevents safe transport
- unsealed or handled in a way that compromises hygiene
Once any of the above happens, the product can no longer be hygienically restored and the legal right of withdrawal no longer applies.
Inspection Is Allowed
You may carefully open the outer packaging to inspect the product — just as you would in a showroom.
Please note:
- Handling beyond inspection
- Damage to packaging
- Partial setup or positioning
may result in a reduction of the refund or refusal of the return where legally permitted.
Return Shipping Costs
- You are responsible for return shipping costs if you decide to return the product
- Hot tubs require freight transport, and costs vary by location
Refunds
Once an approved return is received and inspected:
- We refund the product price
- Standard delivery is included free of charge and therefore has no separate delivery fee to refund
- Paid premium services (e.g. white-glove delivery) are non-refundable
Refunds are issued within 14 days of your withdrawal notice. We may withhold the refund until we receive the returned product or proof of return shipment (whichever comes first).
