At Vilo Hot Tubs, most hot tubs are made to order according to the customer’s selected specifications, such as size, exterior finish, interior colour, heater type, massage systems and other options.

Custom-made and personalised hot tubs

Because our hot tubs are manufactured or configured specifically for each customer, they are considered made-to-order or personalised products.

For this reason, the standard 14-day right of withdrawal does not apply to custom-made or clearly personalised hot tubs, as permitted under applicable EU consumer law.

Once production has started, orders for custom-made hot tubs cannot normally be cancelled or returned simply because the customer has changed their mind.

Defective or incorrect products

If your hot tub arrives damaged, defective, or does not correspond to the confirmed order specifications, please contact us as soon as possible.

We will assess the issue and, where appropriate, arrange one of the following:

• repair of the product;
• replacement of the defective part or product;
• another suitable solution agreed with the customer;
• refund where required by applicable consumer law.

Customers will not be charged for justified return or transport costs relating to defective or incorrectly supplied products.

Inspection upon delivery

We recommend inspecting the hot tub at the time of delivery.

If visible transport damage or another obvious issue is found, please notify us immediately and, where possible, provide photographs or video showing the problem.

Reporting visible damage promptly helps us resolve the issue faster.

Returns of non-custom products

If a product has not been made or personalised specifically for the customer, statutory consumer withdrawal rights may apply.

Where applicable, the customer may notify us of their decision to withdraw within 14 days from receiving the product.

The product must be returned unused, in good condition and, where possible, in its original packaging.

Because hot tubs are large and heavy products, return transport costs can be substantial. Where the customer exercises a statutory right of withdrawal for a non-custom product, the customer is responsible for the return transport costs unless otherwise required by law or agreed by Vilo Hot Tubs.

Exchanges

We do not offer standard product exchanges for custom-made hot tubs.

If there is a defect, damage or an error in the supplied product, we will work with the customer to provide an appropriate solution.

Refunds

Where a refund is approved, it will be processed after the product has been inspected or after the claim has otherwise been verified.

Approved refunds will be made using the payment method agreed with the customer, unless another method is agreed.

How to contact us

To request assistance regarding a return, defect, damage or refund, please contact us and include:

• your name;
• order or invoice number;
• description of the issue;
• photographs or video where relevant.

Vilo Hot Tubs MB
Website: www.vilohottubs.com
Email: info@vilohottubs.com
Phone / WhatsApp: +37062133226

This policy does not limit any mandatory consumer rights provided by applicable law.