Refund policy

Last updated: April 29, 2026

At Fonteyn, we do everything we can to ensure you are satisfied with your purchase. Is your order not quite what you expected? In many cases, you can return the product, provided it meets the conditions below.

Statutory cooling-off period: 14 days

As a consumer, you are entitled to a statutory cooling-off period of 14 days after receipt of your order. Within this period, you can cancel your purchase without giving a reason. This cooling-off period applies to products ordered via the webshop.

Return conditions

To return your product, the following conditions must be met:

The product is undamaged.

The product is in the original packaging.

The product has not been used, installed, or connected, except to the extent necessary to determine its nature, characteristics, and operation.

This does not constitute an exception (see below), unless otherwise agreed with one of our advisors.

We reserve the right to refuse returns that do not meet these conditions or to charge a reduction in value if the product has been used in a manner that goes beyond what was necessary to establish its functionality.

Products that cannot be returned

We cannot accept returns of some products. The right of withdrawal is excluded for:

Custom-made and specially ordered products , such as custom-made garden houses, verandas, patio covers, glass sliding walls, built-in swimming pools to specification, or other products manufactured according to your specifications;

Water-related products in use : spas, swimming pools, swim spas, plunge pools, saunas, and hot tubs that are already filled or in use, for hygienic reasons;

Products that are already used, installed, or connected ;

Display models and outlet products where this has been explicitly communicated at the time of purchase;

Products which, after delivery, are irrevocably mixed with other items due to their nature.

How do I register a return?

You can easily register your return via:

The advisor who helped you with the purchase, or

Our customer service (aftersales@fonteyn.co.uk or 0116-466-5666)

When registering your return, we ask for the following information:

Your order number

Your full name and address details

A brief description of the reason for the return

Optionally, a few photos of the product

You can submit your notification within the 14-day cooling-off period following receipt. You then have another 14 days to actually return the product or have it collected by us.

Return shipping costs

Any shipping costs for returns are at your own expense, unless otherwise agreed. Different handling fees apply to large or heavy products (such as spas, saunas, swimming pools, garden houses, verandas, and outdoor kitchens). Our advisor will inform you about this when you register your return.

For products with a hidden defect or in the event of an incorrect delivery, we will of course cover the return costs.

Received a damaged or wrong product?

Have you received a damaged product or is the delivery incorrect? Please report this as soon as possible and in any case within 7 working days of receipt. Include a few clear photos and your order number, so we can quickly find a suitable solution such as replacement, repair, or refund.

Processing your return

Upon receipt and assessment of your return, you will receive a confirmation from us. Once your return is approved, the purchase amount will be refunded within 14 days via the same payment method you used. We may withhold the refund until we have received the product or until you have demonstrated that you have returned the product, whichever occurs first.

Warranty

In addition to the right of withdrawal, you are entitled to the statutory warranty and any additional warranties as described in our Terms of Service. For specific warranty periods per product group (spas, saunas, swimming pools, garden houses, verandas, garden furniture, outdoor kitchens), please refer to Article 9 of our Terms of Service.

Model withdrawal form

Would you like to exercise your right of withdrawal? Then you can copy this form, fill it out, and email it to us or send it by post:

To: Fonteyn Outdoor Living Mall, Unit 19, Meridian North, Leicester, LE19 1WR, United Kingdom, aftersales@fonteyn.co.uk

I hereby inform you that I revoke our agreement regarding the sale of the following products:

Ordered on: [date]

Received on: [date]

Order number: [order number]

Consumer name: [name]

Consumer address: [address]

Date: [date]

Signature (only if on paper): [signature]

To ask?

Feel free to contact our customer service:

Email: aftersales@fonteyn.co.uk

Telephone: 0116 466 5666 - Available on weekdays from 9am-5pm GMT.