Last updated: August 2026

Welcome to Lust Hot Tubs

At Lust Interiors Ltd t/a Lust Hot Tubs, we want every customer to feel comfortable, informed and confident when purchasing from us.

We understand that purchasing products such as hot tubs, swim spas, saunas and other outdoor living products is a significant decision. Our aim is always to provide a straightforward and professional service and, where circumstances allow, work with our customers to find a fair and reasonable solution if plans change.

Please read these terms and conditions carefully before placing an order. These terms explain the basis on which we supply our products and services and should be read alongside any specific terms provided to you at the time of purchase.

Nothing within these terms affects or limits any statutory rights you may have under UK consumer law.

1.0 Terms of Sale

1.1 General Terms

All sales made through Lust Interiors Ltd t/a Lust Hot Tubs are subject to product availability and acceptance of the order.

By placing an order, the customer agrees to the applicable product price, payment arrangements, delivery arrangements and any other terms confirmed at the time of purchase.

A full or partial payment may be required to secure an order. Any delivery dates or times provided are estimates and may be subject to change due to circumstances outside our reasonable control, including manufacturer delays, transport issues, adverse weather, supply shortages or other unforeseen circumstances.

Customers are responsible for ensuring that adequate access and suitable site conditions are available before delivery and installation.

Returns, cancellations, refunds and warranty matters will be dealt with in accordance with these terms and applicable UK consumer law.

We reserve the right to amend product specifications, availability and pricing before an order is accepted. Once an order has been accepted, the agreed price will apply unless otherwise agreed with the customer or permitted by law.

1.2 Stock

Products may be held within UK-based distribution warehouses or supplied directly from manufacturers and approved suppliers.

While we make every reasonable effort to maintain accurate stock information, availability can change and some products may become temporarily unavailable.

Where a product becomes unavailable after an order has been placed but before we are able to fulfil the order, we will contact the customer as soon as reasonably possible and, where appropriate, offer an alternative product, revised delivery arrangement or refund.

1.3 Delivery Estimates

We aim to provide reliable and timely delivery.

Any delivery date provided at the time of purchase is an estimate unless a specific delivery date has been expressly agreed as part of the contract.

Delivery times can be affected by stock availability, manufacturer lead times, transport availability, weather, traffic, access requirements and other circumstances outside our reasonable control.

We will make reasonable efforts to keep customers informed of any significant delays and work with them to arrange a suitable alternative delivery date.

Customers are responsible for ensuring that the delivery location is reasonably accessible and suitable for the product ordered.

1.4 Company Cancellations

In exceptional circumstances, we may need to cancel an order, for example where:

• A product is no longer available;
• A genuine pricing or description error has occurred;
• A manufacturer or supplier is unable to fulfil the order;
• We are unable to safely deliver the product;
• Circumstances outside our reasonable control prevent fulfilment.

Where we cancel an order, we will notify the customer as soon as reasonably practicable.

Where a refund is due, payments made for the affected order will be refunded in accordance with applicable law.

Where possible, we may also offer an alternative product or delivery arrangement.

1.5 Distance Selling & Consumer Rights

Where an order is placed online, by telephone or otherwise at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may provide consumers with a statutory right to cancel certain contracts.

For many distance contracts involving goods, this right is generally available for 14 days, subject to the circumstances of the individual contract and applicable statutory exceptions.

Certain products may be excluded from the statutory cancellation right, including goods that are made to the consumer’s specifications or are clearly personalised.

Where an exception applies, we will explain this to the customer wherever reasonably practicable before the order is placed.

Nothing in these terms is intended to remove or restrict your statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.

2.0 Cancellations & Returns

2.1 Non-Installed Products

Where a consumer has a statutory cancellation right for a non-installed product purchased at a distance, the applicable cancellation period will normally be 14 days from the day after the goods are received, subject to any applicable legal exceptions.

If you wish to cancel, please contact us in writing as soon as possible.

Where cancellation applies, the goods should be returned in a condition that allows us to establish their nature, characteristics and functioning.

Customers are normally responsible for the direct cost of returning goods where the law permits this.

Because many of our products are large, heavy or specialist items, we recommend contacting us before arranging a return so that we can discuss the safest and most appropriate method of returning the product.

Where a refund is due, it will be processed in accordance with applicable law.

Where permitted by law, we may take account of any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

2.2 Installed Products

Some of our products require professional delivery and installation.

Where installation has commenced at the customer’s request before the expiry of an applicable cancellation period, the customer’s cancellation rights may be affected depending on the nature of the goods and services involved.

Certain goods that are installed or incorporated into land or other property may also be subject to specific statutory rules.

Products that are made to the customer’s specification, personalised or specially ordered may also be excluded from statutory cancellation rights where permitted by law.

We will always aim to explain any relevant cancellation restrictions before installation or before placing a special order.

If you have any concerns following installation, please contact us. We will always aim to work with you to find an appropriate solution.

2.3 Accessories Returns

Where an accessory is eligible for cancellation or return, the customer should contact us within the applicable cancellation period.

Accessories should be returned in appropriate condition and, where reasonably possible, with their original packaging.

Customers may be responsible for reasonable return costs where permitted by law.

Personalised, bespoke or made-to-order accessories may be excluded from cancellation rights where permitted by law.

If there is a problem with an accessory, please contact us and we will work with you to arrange the most appropriate solution.

2.4 Collection Option

We appreciate that returning large products such as hot tubs, saunas and other outdoor living products can be difficult.

Where a return is agreed or required, Lust Interiors Ltd t/a Lust Hot Tubs may be able to arrange collection on the customer’s behalf.

Collection costs will depend on the size, weight, location and specialist equipment required.

The following indicative collection charges apply to non-faulty returns where the customer is responsible for the return cost:

Hot Tubs

Exceptionally Large Items

Including glamping pods or sauna terraces

Saunas

These charges do not apply where Lust Interiors Ltd t/a Lust Hot Tubs is legally responsible for the cost of returning faulty or incorrectly supplied goods.

Where specialist equipment is required, we will discuss the requirements with the customer before arranging collection.

3.0 Payment Terms

3.1 Payment Methods

Payment in Full

Customers may pay the total order value through our secure payment facilities.

Orders will normally be processed once payment has been successfully received and verified.

Deposit

Where a deposit arrangement is offered, the deposit secures the customer’s order and allows us to proceed with sourcing or ordering the relevant goods.

The balance will normally be due 7 working days before delivery, unless alternative arrangements have been agreed in writing.

Where a customer subsequently wishes to cancel, the treatment of the deposit will depend on the circumstances of the order, whether goods have been specially ordered or manufactured, and the customer’s statutory rights.

We will always consider the circumstances of the cancellation and work with the customer where reasonably possible.

Bank Transfer / BACS

Bank transfer payments may be used where agreed with Lust Interiors Ltd t/a Lust Hot Tubs.

Orders will normally proceed once cleared funds have been received.

Finance Options

Lust Interiors Ltd t/a Lust Hot Tubs is an Introducer Appointed Representative (FS Register No. 1051032) of First Call Group Limited (FCG), who are a credit broker, not a lender.

FCG is authorised and regulated by the Financial Conduct Authority (FRN: 753324) and offers finance from its panel of lenders.

All finance applications are subject to status, affordability and credit checks and lender approval.

3.2 Payment Security

All payments are processed through secure payment facilities.

We reserve the right to delay processing or dispatch where payment cannot be verified or where there are reasonable concerns regarding fraudulent or unauthorised activity.

3.3 Refunds

Where a refund is due, it will normally be made using the original payment method unless another method has been agreed or is required by law.

Refund timescales will depend on the circumstances of the cancellation or return and the applicable legal requirements.

4.0 Delivery

Products may be delivered directly from manufacturers, UK distribution warehouses or approved delivery partners.

Delivery dates are estimates unless a specific delivery date has been expressly agreed.

We will make reasonable efforts to provide customers with updates where delivery arrangements change.

Access Requirements & Additional Costs

Customers are responsible for ensuring that suitable access is available for the delivery of their product.

This may include:

• Adequate gate width;
• Clear access routes;
• Removal or temporary relocation of obstacles;
• Suitable ground conditions;
• Sufficient space for delivery vehicles;
• Suitable access for specialist lifting equipment where required.

Customers should inform us of any access restrictions before delivery.

Additional equipment, such as crane hire, specialist lifting equipment or traffic management, may be required depending on the property and product.

Where we are made aware of such requirements in advance, we will work with the customer to help arrange the appropriate solution.

Any additional costs will be discussed with the customer before being incurred wherever reasonably practicable.

If suitable access is not available when our delivery team arrives, delivery may need to be postponed and additional costs may arise.

Site Surveys

Where appropriate, Lust Interiors Ltd t/a Lust Hot Tubs may arrange or recommend a site survey.

A site survey is intended to help identify potential access, positioning and installation considerations.

Customers remain responsible for providing accurate information regarding their property and any known restrictions.

While we will take reasonable care during delivery and installation, unforeseen circumstances can occasionally arise, including concealed obstacles, unsuitable ground conditions or access restrictions.

Where an issue is identified, we will work with the customer to determine the safest and most practical solution.

4.1 Tolls & Additional Charges

Customers are responsible for any tolls, congestion charges, permits or other unavoidable charges associated with delivering to their property where these costs have not already been included in the agreed delivery price.

Where such costs can reasonably be identified in advance, we will notify the customer before delivery and, where applicable, arrange payment or invoice the customer accordingly.

4.2 Delayed Delivery & Order Storage Policy

We understand that customers may not always be ready to receive their order immediately.

Whether you are renovating your property, moving home, completing landscaping work or simply planning ahead, Lust Interiors Ltd t/a Lust Hot Tubs will always try to accommodate a reasonable delayed delivery request.

We can normally hold an order for up to 3 months from the date of purchase, subject to storage capacity and the circumstances of the individual order.

If you believe you will require a longer storage period, please speak to our team as soon as possible. Where practical, we may be able to agree an alternative arrangement.

Storage and Delayed Delivery

Holding products on behalf of a customer can involve additional storage, administration, handling and transportation costs.

Where a customer requests an extended delay beyond the agreed storage period, we may discuss reasonable storage or handling charges with the customer.

Cancellation Following Delayed Delivery

If a customer chooses to cancel after the applicable statutory cancellation period has expired, the customer’s rights will depend on the circumstances of the order.

Where the product has been specially ordered, manufactured, configured or otherwise committed specifically for the customer, cancellation may result in costs being incurred by Lust Interiors Ltd t/a Lust Hot Tubs.

Where legally permitted, we may seek to recover reasonable costs arising from the cancellation, including reasonable storage, handling, administration or restocking costs.

Any such charge will be assessed on the individual circumstances of the order and will not be applied where doing so would conflict with the customer’s statutory rights.

Where possible, we will discuss the situation with the customer before applying any cancellation-related charge and will always aim to find a fair and reasonable solution.

Our Commitment to Customers

We recognise that circumstances can change and that purchasing a large outdoor living product is a significant commitment.

If something changes after you have placed your order, please speak to us before assuming that nothing can be done.

Every situation is different and, while we cannot guarantee that every cancellation or return can be accepted, we will always listen to the circumstances, explain your rights and options and, where reasonably possible, work with you to reach a fair solution.

Our aim is to protect our customers while also ensuring that we can fairly cover the genuine costs associated with sourcing, storing, transporting and installing large specialist products.

These terms are intended to operate alongside your statutory rights and do not replace them.

Company Details

Lust Interiors Ltd t/a Lust Hot Tubs

Unit 7L, Alder Road
West Chirton North Industrial Estate
North Shields
NE29 8SD

Email: sales@lusthottubs.co.uk

Telephone: 0191 389 7683