Contact Sales, Returns & Repairs Policy

Last updated: 29/01/2026

This policy applies to all products and services supplied by LayZRepair. By placing an order, purchasing parts, or booking a repair or service, you agree to the terms outlined below.

1. Home Repair Kits

Returns – Unopened Items

Home repair kits may be returned for a full refund provided that:

• The item is unused, unopened, and in its original packaging

• Proof of purchase from this website is provided

• The return request is made within 14 days of delivery

Return postage costs are the responsibility of the customer.

Once the returned item has been received and inspected, refunds are processed within up to 28 days.

Opened or Used Kits

Due to the nature of repair kits and consumable materials, opened or used repair kits are non-returnable, except where the item is faulty.

This does not affect your statutory rights.

Satisfaction Guarantee

If full help and support have been offered and the customer is still not satisfied with a LayZRepair home repair kit, a refund may be issued at LayZRepair’s discretion.

In this case:

• The repair kit does not need to be returned

• This applies only after support has been attempted

• The guarantee applies to consumer purchases only

2. Parts & Components

All parts are supplied with a return-to-base warranty, unless otherwise stated.

Warranty Exclusions

Warranties on parts are void if failure is caused by:

• Incorrect water chemistry

• High or low pH levels

• High copper levels or copper spikes

• Improper installation, modification, or misuse

• Electrical supply issues outside manufacturer tolerances

Normal wear and tear is not covered.

The warranty covers the replacement of the faulty part only and does not include labour or associated costs.

Adhesives & Consumable Products

Adhesives, sealants, and other consumable products are supplied for use in inflatable hot tub repairs and must be applied strictly in accordance with the manufacturer’s instructions and technical data sheets, which are made available for download.

Due to the nature of adhesive products, performance is dependent on factors outside LayZRepair’s control, including but not limited to:

• Surface preparation and cleanliness

• Ambient temperature and humidity

• Curing time before refilling or pressurising

• Water chemistry following repair

As such, adhesives and consumable products are non-returnable once opened, except where the product is proven to be faulty.

LayZRepair accepts no liability for adhesive failure caused by incorrect application, insufficient curing time, environmental conditions, or failure to follow the supplied data sheets and instructions.

Customers are responsible for ensuring the adhesive is suitable for their intended use and that repairs are carried out safely and correctly.

3. Refurbished Hot Tubs

Refurbished hot tubs are non-refundable.

They include a 30-day warranty, covering:

• Parts

• Labour

This warranty applies only to faults arising directly from refurbishment work carried out by LayZRepair and does not cover misuse, incorrect installation, or water chemistry issues after delivery.

4. Servicing, Diagnostics & Repair Work

Diagnostic & Labour Charges

All diagnostic time, fault-finding, and labour charges are chargeable, regardless of whether a repair is ultimately completed.

Where:

• No fault is found, or

• A repair is declined after diagnosis

Diagnostic and labour charges remain payable.

Parts Warranty on Repairs

All parts supplied by LayZRepair as part of a repair are provided with a return-to-base warranty, unless otherwise stated.

This warranty covers replacement of the faulty part only.

It does not cover:

• Shipping or courier costs

• Labour charges

• Diagnostic time

• Removal or refitting of parts

• Collection or return transport costs

All associated costs remain the responsibility of the customer.

Repairs Using Customer-Owned Equipment

Where:

• The customer supplies their own hot tub or equipment, and

• LayZRepair has not sold the item being repaired

LayZRepair is providing a repair service only, not the sale of goods.

As such:

• Refunds are not available once work has begun

• The service relates solely to diagnosis, labour, and repair work requested

4A. Repair Guidance Videos & Customer Safety

LayZRepair may provide instructional videos, guides, or advice to assist customers in carrying out repairs on their own hot tubs or equipment.

All guidance is provided for information purposes only and does not replace professional assessment or safe working practices.

By using any LayZRepair repair guidance, videos, or instructions, the customer agrees that:

• All electrical power must be fully isolated and disconnected from the hot tub or equipment before any work is carried out

• The equipment must be allowed to cool down fully before repairs are attempted

• All repairs are carried out entirely at the customer’s own risk

LayZRepair accepts no liability for injury, damage, or loss resulting from repairs carried out by the customer, including where safety instructions are not followed.

Customers who are unsure or uncomfortable carrying out repairs should arrange professional repair or servicing instead.

5. Unpaid Repairs, Storage & Abandoned Equipment

Where a repair, service, diagnostic, or refurbishment has been completed and payment has not been received, LayZRepair reserves the right to retain possession of the customer’s hot tub or equipment until full payment has been made.

If payment remains outstanding for 28 days from the date the customer is notified that the work is complete, the equipment will be considered abandoned.

LayZRepair reserves the right to sell or dispose of the equipment to recover outstanding costs, including but not limited to:

• Diagnostic time

• Labour charges

• Parts supplied

• Storage costs

• Collection and return transport costs

Any proceeds from the sale will be used to offset the outstanding balance.
If the sale does not cover the full amount owed, the remaining balance remains payable.
If the sale exceeds the outstanding balance, no surplus is payable, unless otherwise required by law.

6. Collections & Deliveries for Repairs

For repair services requiring transport:

• Collections and returns are arranged using DHL or an equivalent courier

• LayZRepair acts only as an organiser of carriage, not the courier

Risk of loss or damage during transit is governed by the courier’s own terms and conditions.
Insurance options may be available on request.

7. Shipping

UK Orders

UK shipping is typically 1–3 working days via Royal Mail or an equivalent service, unless otherwise stated.
Delivery times exclude Sundays and public holidays.

International Orders (Non-UK)

For customers outside the UK:

• The customer is solely responsible for any customs charges, import VAT, duties, or local taxes

• LayZRepair has no control over these charges and cannot predict them

• Refusal to pay customs charges does not qualify for a refund

8. Communication & Customer Responsibility

Customers are responsible for:

• Providing accurate contact details

• Responding promptly to requests for approval, payment, or collection

Delays caused by lack of response may result in additional storage or handling charges.

9. Contact & Support

If you have any concerns, questions, or require support with a product or repair, please contact us before taking further action.
We aim to resolve issues fairly, reasonably, and promptly.