Returns & Cancellations

This policy applies to consumer purchases made online. Your statutory rights are not restricted by this policy.

Changing your mind

For most standard goods bought online, you normally have 14 days from the day you receive the goods to tell us that you wish to cancel. After notifying us, you normally have a further 14 days to return the goods.

Please email info@hsfuels.co.uk with your order number and a clear statement that you wish to cancel. We recommend contacting us before arranging the return of palletised or bulky goods.

Return costs

Unless the goods are faulty, damaged, not as described or supplied incorrectly by us, you are responsible for the direct cost of returning them. Palletised hot tubs, saunas, garden buildings and other bulky goods can be expensive to transport. Where goods cannot normally be returned by post, please contact us before purchase if you require an estimate of the likely return transport cost.

Condition of returned goods

You may inspect goods in the way you reasonably could in a shop. If handling goes beyond what is necessary to establish their nature, characteristics and functioning and this reduces their value, we may make a lawful deduction from the refund.

Custom-made or personalised products

The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised. This may include a hot tub, sauna, garden building or other product manufactured or materially configured specifically to your individual specification. We will identify relevant customisation before the order is accepted. This exception does not remove your rights if goods are faulty, not as described or otherwise do not conform to the contract.

Faulty, damaged or incorrectly supplied goods

If goods are faulty, not of satisfactory quality, not fit for purpose or not as described, please contact us as soon as possible. Consumers have statutory remedies which can include rejection, repair, replacement, price reduction or refund depending on the circumstances and timing. Where the goods are faulty or we supplied the wrong goods, we will bear reasonable return or collection costs as required by law.

Refunds

Where a valid change-of-mind cancellation applies, refunds are made within the period required by law after we receive the goods back or receive acceptable evidence that they have been returned. The refund includes the price paid and the cost of our least expensive standard delivery option where the law requires this. Premium delivery upgrades are not necessarily refundable in full.

Before returning bulky goods

Do not send a hot tub, sauna, garden building or palletised fuel back without contacting us first. Email info@hsfuels.co.uk so that safe return or collection arrangements can be agreed.