Splash Spas Terms and Conditions of Supply

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 & Supply

All prices quoted are in Sterling (GBP) and include VAT at 15% 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.

Security

We 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.

Payment

We accept payment on-line by Visa, MasterCard, Solo, Maestro, Delta, Switch or via Paypal. Cash is accepted when purchases are made in person at our warehouse.

Cheques not accepted.

Payment for all goods is due with order.

Cancellation

For 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 with 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. 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 Refunds

If 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 Policy

Please 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; or refund the amount paid by you for the goods in question.

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 Policy

If 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:

you contact us in writing within 7 working days starting with the day after the delivery date.
the item(s) are returned in the original, undamaged packaging, with all pieces in original condition.
it is your responsibility to ensure that goods are returned in appropriate protective packaging. If goods are damaged due to inappropriate packaging it will not be possible to process your refund.

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 Items

Contact 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.

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).

Stock Availability

We hold extensive quantities of stock. Delivery is generally as follows, with all timescales for delivery quoted from receipt of order:

Chemicals, Accessories and other Consumables	Most will be despatched within 48 hours, but occasionally orders may take up to 10 days, unless a 'Next Working Day' delivery option is selected.
Inflatable Spas	Usually despatched within 48 hours.
Hot Tubs	Most will be available within 1-2 weeks, but deliveries could take up to 8 weeks. We will contact you within 48 hours of any hot tub order to discuss availability and delivery dates.

Please c ontact us for up-to-date availability information on specific products.

Delivery Procedure

We 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 we cannot contact you by telephone, then you will be responsible for the direct cost of that return. 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).

Our delivery agents will contact you direct to arrange a convenient day for you to accept a pallet delivery. Your spa, sauna or gazebo will not be delivered until contact has been made and a delivery day and approximate time agreed with you.

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 and we will not be held responsible for lost items. We will ask our courier to leave your goods in your preferred location but we cannot guarantee that they will always comply with our instructions.

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 that return and also for the additional cost of resending the goods to you. This charge is currently £11.95 per order.

Warranties

For 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 Policy

When 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 fulfill 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.

Ring Splash Spas customer services on 08454 300 030

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