Customer Service

WAVE ASSIST AUTOMATED CHAT

Below is our new automated response chat who is designed to help you with questions you may have and would like the information instantly. you can ask anything from product details, updates on your order, questions on the preorder dates. If there are questions Wave Assist can not answer for you, it will request all the information needed for Customer Service to be able to answer your query and email it to them for you.

One of the best features is it can answer any warranty questions, provide troubleshooting for any issues and you can submit a warranty claim. Wave assist talks you through it from start to finish in one easy interaction rather than back and forth in emails. It also advises when, what and how you need to record the sufficient evidence required to submit a claim. 

Live Chat

If you can not find your information here try our new live chat on the link below
https://www.wavespas.com/pages/live-chat-referral

CUSTOMER SERVICE

We are open Monday to Friday, from 8AM til 9PM

Email us with all enquires.. We aim to respond to all enquiries within 48 hours Monday to Sunday.

CONTACT US

General Enquiries | Wave Direct - enquiries@wavespas.com

Technical Enquiries | Wave Direct - technicalenquiries@wavespas.com

Warranty Claims | Wave Direct - warrantyclaims@wavespas.com

Customer Feedback | Wave Direct - customerfeedback@wavespas.com

On top of everything else, we have put into place to be the best we can be for our customers we listened to your feedback about not being able to talk to a person over the phone if need be. While it is the end goal to have one unfortunately the inbound phone line is not up and running just yet. So what we have done in the meantime to try and help you as quickly as possible is set up a call back process.

All you need to do is submit a call back request by emailing callbackrequest@wavedirect.co.uk with the following details:

Name:
Email used to place the order:
Delivery Address:
Post Code:
Reason for requesting a call:
Any preferred time or time unavailable:

We will aim to call you in the next 48 hours but this can not be guaranteed and calls will only be made to those who submit all the information.

Please be aware this is for general advice only and not for submitting warranty claims.

PRESS & MARKETING

For all press, marketing & affiliate enquiries please contact our customer services team, we are always keen to further develop relationships with affiliate businesses so please don't hesitate to get in contact if you have any queries.

Marketing Team: marketing@wavespas.com (please do not email this address if you are a customer wishing to query an issue with your hot tub)

RETURNS

Products may be returned within 14 working days in the exact condition received and in the original packaging. If the spas are returned in a used / damaged condition they will not be accepted and will be returned to sender. 

WE GIVE ALL OUR SPA'S WARRANTY ON THE CONTROL UNIT (12 MONTHS), COVER & LINER (6 MONTHS)


We will only replace the Wave Spa if our troubleshooting solutions and/or repair has been unsuccessful.
Products must be used in accordance with the instructions provided.
Due to hygiene reasons, in the case of a Wave Spa needed to be returned, they must be returned in clean & dry condition regardless of the type of the warranty claim. Failure to do this could mean we would return the Wave Spa to you or charge cleaning fee.

Please note that warranty claims are subject to product assessment and testing on receipt of the spa. Any issues with the control unit are covered for 12 months, subject to using the spa correctly. The cover and liner have 6 months warranty and will be replaced if it has a puncture due to a manufacturing fault.
We will request photographic evidence that the damaged item has been disabled before sending the replacement item. In order to be directed to the relevant aftersales provider, you will have to submit a warranty claim with us.

To do this, please use the Wave Assist at the top of the page to ensure you get all the information needed for your type of claim. If you have trouble uploading the information you can email warrantyclaims@wavespas.com