Returns & Refunds Policy
Last updated: 7 October 2026
You have a 365-night money-back guarantee, and this sits alongside your legal rights to cancel and to return faulty goods.
Who we are
This policy applies to orders placed with HydraSpa Ltd, trading as TheDeepSoak, at uk.thedeepsoak.com. It does not affect your statutory rights.
Your options at a glance
| Situation | Time limit | What you get |
|---|---|---|
| Change your mind before dispatch | Any time before dispatch | Full refund |
| Legal right to cancel | 14 days from receiving the goods | Refund, including standard delivery |
| 365-night money-back guarantee | 365 nights from delivery | Full refund |
| Faulty, damaged or wrong item | 30 days to reject; longer for repair or replacement | Refund, repair or replacement |
Cancelling before dispatch
You can cancel your order before it is dispatched for a full refund. Email team@thedeepsoak.com with your order number.
365-night money-back guarantee
If you are not happy with your purchase for any reason within 365 nights of delivery, you can ask for a refund.
- Email team@thedeepsoak.com with your order number.
- We will refund you in full to your original payment method.
- We issue the refund within 14 days of agreeing it. Please allow a few working days for your bank to show it.
- If we ask for the item back, we will send you a prepaid returns label. You never pay for return postage.
- There is no restocking fee.
This guarantee is in addition to your legal rights below. It does not replace or reduce them.
Your legal right to cancel (14 days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order without giving a reason.
- You have 14 days from the day you receive the goods to tell us you wish to cancel.
- You then have a further 14 days to send the goods back.
- We will refund you within 14 days of receiving the goods back, or of you showing us proof that you have sent them, whichever is sooner.
- The refund includes the cost of standard delivery. If you chose Signature Express, the extra cost above our standard delivery option is not refundable under this right.
- We will send you a prepaid returns label, so you do not pay for return postage.
To cancel, email team@thedeepsoak.com. You can copy the wording below if you wish:
To HydraSpa Ltd (trading as TheDeepSoak), 85 Great Portland Street, First Floor, London, W1W 7LT, team@thedeepsoak.com:
I hereby give notice that I cancel my contract for the sale of the following goods: [product name].
Ordered on: [date]. Received on: [date].
Order number: [number].
Name: [your name]. Address: [your address].
Date: [today's date].
We may reduce the refund if the goods have been handled more than is needed to check them, in the same way you could in a shop. This deduction does not apply to the 365-night guarantee.
Faulty, damaged or wrong items
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality.
- If your item is faulty, damaged or not what you ordered, you have 30 days from delivery to reject it for a full refund.
- After 30 days, you are entitled to a repair or replacement. If that is not possible or does not fix the problem, you may be entitled to a refund.
- Please email team@thedeepsoak.com with your order number and photos of the problem.
- We pay all return costs for faulty, damaged or wrong items.
Lifetime Protection
Lifetime Protection is an optional product protection plan. You can cancel it within 14 days of purchase for a full refund, as long as you have not made a claim under it. It is in addition to your statutory rights and does not reduce them.
How refunds are paid
Refunds go back to the original payment method, in pounds sterling. If you paid with PayPal, including PayPal Pay in 3, the refund goes back to PayPal and is handled under PayPal's terms.
Contact
HydraSpa Ltd, trading as TheDeepSoak. 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom. Email team@thedeepsoak.com. We reply within 1 working day, Monday to Friday, 09:00 to 17:00 UK time.