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Splash Spas Terms & Conditions of SaleThe following terms and conditions do not affect your statutory rights. Damaged / Faulty Goods Returns Policy Non Damaged / Faulty Goods Returns Policy About UsSplash Spas is registered at the following address: 26 Telegraph Lane, Four Marks, Alton, Hampshire, GU34 5AX Tel: 01420 520030 Fax: 01420 521298 Email: contact@splashspas.co.uk VAT Registration Number: 844 7061 23 Our showroom and retail shop is located at: The Old Grain Store, West End Farm, Upper Froyle, Alton, Hampshire. GU34 4JR We really want your business so Splash Spas aims to provide the best overall combination of service and low prices. Obviously everyone wants to save money, so we try to give you the lowest prices possible, however we don't want to compromise on our quality of service. We aim to keep popular products in stock at all times, and to keep up to date stock information, so that you can be confident of getting your goods when you want them. We also aim to provide a quick, hassle free warranty service, in the unfortunate event of something going wrong. Obviously, good service costs money, but through employing competent staff, and keeping our sales system extremely efficient, we keep our prices low. We regularly check prices of our competitors, and strive to ensure that there is no other major retailer who has consistently lower prices than us. Pricing & SupplyAll prices quoted are in Sterling (GBP) and include VAT at 17.5% unless otherwise stated. Due to possible fluctuations in our supplier prices, we reserve the right to change our advertised price or the description given on this site for any item without notice. The price you pay for your goods is the price advertised when you place your order. If a product is shown on the web site but is not available or is incorrectly priced or otherwise incorrectly described, Splash Spas Ltd shall not be obliged to sell you that product All orders for products are subject to availability and Splash Spas reserves the right to refuse to supply to any individual or company for whatever reason. SecurityWe offer secure online ordering to ensure your financial safety and make online purchasing convenient and worry-free. We never copy your card details, store them in any other location or write them down. We realise that some customers do not feel comfortable ordering online. For this reason, we provide a local call rate phone number, 08454 300 030, for you to place an order over the telephone with a Splash Spas customer service representative. All telephone orders are subject to these terms and conditions and will be treated as if there were placed on-line by yourself. PaymentWe accept Visa, MasterCard, Solo, Maestro, Delta and Switch. Cheques are accepted on orders received via mail but orders are not despatched until cleared funds have reached our bank account. Payment for all goods is due with order. CancellationFor all chemical and accessory orders you must notify us, in writing by letter, fax or email, that you wish to cancel the order within seven working days after the day on which you received the goods. You must keep a copy of your notice of cancellation such as a certificate of posting or confirmation of fax transmission. The goods must then be returned to us and in accordance within our Returns Policy. For non-stock, special order items such as replacement spa covers, gazebos, bespoke spas, saunas and accessories orders that are manufactured to order, you have the right to cancel within 48 hours of placing your order and receiving our emailed invoice. You must notify us, in writing by letter, fax or email, that you wish to cancel the order. You must keep a copy of your notice of cancellation such as a certificate of posting or confirmation of fax transmission. If we do not receive notice from you that you wish to cancel the order then you are contractually bound to accept the order and you cannot return the goods unless they are faulty. For telephone orders and where a deposit is taken for a non-stock, special order item the above conditions still apply and you must pay the balance of the goods upon our notification to you of a delivery date. Cancellation RefundsIf an order is cancelled within either the seven day or 48 hour periods defined above then you will be due a full refund of any monies paid. You will be contacted, by ‘phone, to arrange the refund and within 30 days of your cancellation of the order. Damage / Faulty Goods Returns PolicyPlease inspect your goods immediately upon delivery. If goods delivered are faulty, missing or incorrect, you must advise us as soon as possible, and within seven days from the date of delivery. If you notify us of a problem with your goods, we will either make good any shortage; replace any goods that are found to be damaged or defective upon delivery; or refund the amount paid by you for the goods in question. We will not be liable to you for any loss of profits, administrative inconvenience, disappointment, indirect or consequential loss or damage arising out of any problem in relation to the goods and we shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions. This does not affect your statutory rights as a consumer, nor is it intended to exclude our liability to you for fraudulent misrepresentation or for death or personal injury resulting from our negligence. Hot Tubs, Saunas & Gazebos Do not install hot tub, sauna and gazebo products unless you are completely satisfied, as we will not accept any claims for damaged items once they have been installed. Where you, the buyer, has used or installed the goods such use or installation shall be taken as conclusive evidence that you have accepted the goods notwithstanding that there is a defect in the quality or condition of the goods or that they may fail to correspond with their specification and you waive the right, in these circumstances, to make any claim against the company. You must accept full responsibility for the suitability of the goods ordered for the purpose to which they are put before use. This does not affect your statutory rights. Non Damaged / Faulty Goods Returns PolicyIf you change your mind about your order we accept returns (except for non-stock, special order items such as replacement spa covers, gazebos, spas, saunas and other items that are manufactured to order) as long as the following conditions are met:
Please ensure that your hot tub filters fit your tub BEFORE any wrapping is removed. It will not be possible for hygiene reasons to exchange or provide a refund for filters once the packaging has been removed. How to Return ItemsContact us in writing, by letter or email before you return any items to us and we will provide you with a returns number. Returns will not be accepted unless you mark your returns number clearly on your parcel. Once your goods have been received we will refund the appropriate amount onto the card you used to place your order. Freight Charges for Returns Faulty or incorrectly delivered goods will be replaced free of charge and the cost of you returning the goods to us will be refunded. If the goods are not faulty you will be responsible for the cost of freight to return them to us. If you use Royal Mail to return non-chemical items please obtain a proof of posting since we will need to see it if the goods do not arrive. Return of Chemical Items If you wish to return chemical items you must use a courier service and not Royal Mail. If you request us to do so, we will arrange for our courier to collect your goods. Goods will be collected from an agreed address between 9:00 and 5:30 on an agreed day (please note that it is not possible to specify an exact time for collection). Delivery Options and ChargesThe following delivery options are available for chemical and accessory orders:
1UK Mainland delivery excludes Northern Ireland and the Scottish Highlands. 2For 'Next Working Day Guaranteed' delivery, orders received before noon Monday - Friday will be delivered between 8:00am and 6:00pm on the following working day. Orders received after noon on Friday will be delivered between 8:00am and 6:00pm on the following Tuesday. If the goods are not in stock or we are unable to fulfil the 'next working day' commitment for any other reason we will contact you as soon as possible and refund the delivery charge. Next working day deliveries are not available on Hot Tubs, Saunas or Gazebos. 3Not available for Hot Tubs, Saunas or Gazebos. Please contact us for a quotation. 4Weights are approximate volumetric weight and include packaging. 5European Union Zone 1 comprises: Belgium, Luxembourg, Netherlands. 6European Union Zone 2 comprises: Austria, Denmark, Germany, italy, Switzerland. 7European Union Zone 3 comprises: France, Portugal, Spain, Sweden. 8European Union Zone 4 comprises: Andorra, Austria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Malta, Monaco, Poland, Portugal, Solvakia, Solvenia, Spain, Sweden. 9Applicable to post codes: AB31-AB38; AB40-AB56; IV1-IV28; IV30-IV32; IV36-IV40; IV52-IV54; IV63; KW1-KW14; PA21-PA38; PH4-PH41; PH49; PH50; BT. 10Applicable to post codes: HS; IV41-IV49; IV51; IV55; IV56; KA27; KA28; KW15-KW17; PA20; PA41-PA49; PA60-PA78; PH42-PH44; ZE; IM; Channel Islands. We will also deliver non-hazardous products to some other countries. Please contact us for a quotation. Stock AvailabilityWe hold extensive quantities of stock. Delivery is generally as follows, with all timescales for delivery quoted from receipt of order:
Please contact us for up-to-date availability information on specific products. Delivery ProcedureWe ask for your telephone number in case there is either a problem with processing your payment or a problem with locating your property for delivery. If goods are returned to us because our courier cannot locate your property and you have not give us a telephone number to enable us to contact you, then you will be responsible for the direct cost of of that return and also for the additional cost of resending the goods to you. This charge is currently £11.95 per order. Hot Tubs, Saunas and Gazebos: For pallet based deliveries such as hot tubs, saunas, gazebos etc, delivery will be anytime between 8.00am and 6.00pm on the day agreed between you and us (via our delivery company). Delivery promises are based on the assumption that there is an unobstructed good hard road giving adequate access by lorry to the delivery address, available storage space and suitable and sufficient labour to unload the goods. Hot tubs, saunas and gazebos will be delivered to a driveway only. The delivery driver will not install them. Installation can be arranged upon request and is charged as quoted at the time. Spa Accessories, Chemicals and other Consumables: We usually use a courier parcel delivery service. Our courier will only deliver on week-days and they are unable to leave parcels without a signature, unless you instruct them to do so via the check-out page of our web site. If you instruct us to request our courier to leave your goods without signature, the responsibility falls on you to ensure a safe delivery site. We will not be held responsible for lost items if your delivery instructions have been passed to our courier and the goods have been left where you requested. If they are not requested to leave the parcel without a signature and you are not at home when they attempt to deliver, our courier will leave a card and, by default, attempt re-delivery on the next working day. If you telephone the number on the card you can arrange for the parcel to be re-delivered on a different day or to collect the parcel from their local depot. The courier will normally only keep parcels for five working days before returning them to us, so please don't order just before you are due to go away for an extended period. If a parcel is returned to us by our courier because they were unable to get a signature you will be responsible for the cost of of that return and also for the additional cost of resending the goods to you. This charge is currently £11.95 per order. WarrantiesFor all non-consumable items, we will supply you with goods that are free from defects in materials and workmanship for a minimum period of 6 months from the date of delivery. For the manufacturers warranty details of all hot tub and sauna ranges please refer to the specific warranty documents contained on the web site and supplied with the product. All warranties are vested with the equipment manufacturer. In the event of any fault with a product your first point of contact is with the equipment manufacturer who may authorise Splash Spas or any other Authorised Service Agent to carry out a repair or replacement accordingly For all hot tubs and sauna products, please note that failure to supply the recommended power will void the manufacturer's warranty. For all ex-display/demo hot tubs and sauna products, Splash Spas will warrant them against any defects in materials and workmanship for a period of 12 months from the date of purchase. Privacy PolicyWhen you place an order, we need to know your name, e-mail address, delivery address, contact telephone number, credit or debit card number, CVV code and expiry date. This will allow us to process and fulfil your orders and to notify you of your order status. When you place an order, our secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, as required by the UK Data Protection Act 1984, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you. We ask for your telephone number in case there is either a problem with processing you payment or a problem with locating your property for delivery. If you choose not to give us you telephone number then we may not be able to process your order. Splash Spas does not sell, trade or rent your personal information to any other 3rd party. We may, however, occasionally use the information to inform our customer base of special offers, sales, special events and price alterations, unless you advise us that you prefer us not to do so via our website check-out page, telephone or email. |
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