Refund policy

Refund & Returns Policy

At EDS Tranquillity Collection, we are committed to providing high-quality products and a transparent, fair purchasing experience. This policy outlines your rights and our procedures regarding returns, cancellations, and refunds.

1. Your Right to Cancel (Consumer Contracts Regulations)

If you are purchasing as a consumer within the United Kingdom, you have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.

To exercise your right to cancel, you must notify us in writing within this 14-day period via:

Once cancellation is confirmed, you must return the goods within 14 days.

2. Return Eligibility

To be eligible for a return:

  • Items must be unused, in original condition, and in original packaging
  • All accessories, manuals, and components must be included
  • The product must not have been installed, used, or altered

Due to the nature of our products, we reserve the right to inspect returned items before issuing a refund.

3. Return Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect
  • For large or specialist items (e.g., hot tubs), return logistics may require coordinated collection, and associated costs will be communicated clearly in advance

We recommend using a tracked and insured service, as we cannot be responsible for items lost or damaged in transit.

4. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or incorrect:

  • You must notify us within 48 hours of delivery
  • Please provide photographic evidence and a description of the issue

We will offer one of the following resolutions:

  • Repair
  • Replacement
  • Full or partial refund (depending on the situation)

We will cover any costs associated with resolving verified faults or errors.

5. Refund Process

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method
  • Processing time: 5–10 business days after approval

Shipping costs are non-refundable unless the return is due to our error.

6. Non-Returnable Items

The following items are not eligible for return unless faulty:

  • Installed or used products
  • Custom or made-to-order items
  • Items damaged due to misuse, neglect, or improper installation

7. Delivery Refusal & Failed Deliveries

If a delivery is refused without prior cancellation notice:

  • Return and restocking costs may be deducted from your refund

If delivery fails due to incorrect information provided by the customer, additional delivery charges may apply.

8. Exchanges

We do not offer direct exchanges. If you wish to change your item, please return your original purchase and place a new order.

9. Contact Information

For all return and refund enquiries, please contact:

EDS Tranquillity Collection
Email: sales@edstranquillitycollection.co.uk
Website: https://edstranquillitycollection.co.uk

Telephone: 0333 050 8318