Terms & Conditions of Sale and Service

About Us: Splash 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.; Our Terms and Conditions of business are reproduced below and shall apply to all products and services supplied by Splash Spas Ltd, whether offered for sale on this website or not.
Pricing & Supply: All prices quoted are in Sterling (GBP) and include VAT at 20.0% 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 they 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 are not accepted.; Payment for all goods is due with order.
Stock Availability: We 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.

Hot Tub Spare Parts: Published product details, specifications and suitability information is the best available at the time. Splash Spas shall not be held responsible for the accuracy of any advice given regarding the suitability (or otherwise) of any part/s required for the repair of an appliance. If you have ordered an item that has an unsuitable product description we will remedy this by providing you a full refund upon the return of the item. Please see our Non Damaged / Faulty Goods Returns Policy for details.; If you have ordered an item that is an error on your part i.e correct item sent but incorrectly specified, then this can be returned in accordance with our Goods Return Policy but will be subject to a 20% re-stocking charge.; Manufacturers names are used for reference only. Products listed as a genuine part are made by the manufacturer and generic parts are listed as compatible with the manufacturer's finished model number.; We encourage you to ensure all spare parts are fitted by a competent person in accordance with manufacturer specifications. Splash Spas cannot be held liable for any damage caused by the fitting of a spare part.; Please ensure that you have read your warranty conditions before attempting to install a part or otherwise repair your appliance. Splash Spas cannot be held responsible if the appliance is damaged or your warranty is voided. Some manufacturer guarantees may be on condition that you use a qualified technician.
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.
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 the cost of the goods and any delivery charges to you, but you will be responsible for any cost associated with returning goods to us. If goods are returned by our courier the charge is currently £11.95 per order. 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, spa parts, 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 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).
Warranties: For all non-consumable items, Splash Spas Ltd 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.; MSpa & Time-2-Spa Inflatable Spas; For new inflatable spa purchases, electrical components are warrantied for 12 months from the date of purchase and non-electrical components are warrantied for 6 months from the date of purchase.; For all spare part purchases the warranty is 6 months from the date of purchase.; We reserve the right to repair or replace a faulty spa at our discretion.; If you think that your inflatable spa has a fault that is covered under the warranty then please contact our Warranty Department by email at warranty@splashspas.co.uk and provide the following information:

Your name, address and contact 'phone number
Date of purchase and Order Number
Nature of fault/problem with the spa

We will then contact you to agree the next step to remedy your spa. Without this information we will not be able to process your claim.; All warranty claims, once acknowledged by us, must be replied to within 30 days otherwise the claim will be cancelled.; Do not return any goods to us unless you are asked to do so by us. You are responsible for the cost of returning goods to us for warranty repair. We will bear the cost of returning the item to you following repair / replacement. You must ensure that the item(s) returned for warranty repair/replacement are sent with suitable packaging/protection and also insured for any damage during transit. Items received by us that have been damaged in transit will not be repaired under warranty.; You must also ensure that the returned item is sent to us in a reasonable state for testing i.e. clean and free of any debris from all water inlets/outlets.; If a spa or spa part is returned to us for warranty repair and it is subsequently found not to be faulty, or it is found to be misfunctioning due to any of the reasons listed below, there will be a service charge of £85 plus VAT for diagnosis and testing. In this instance you will also be responsible for the cost of returning the spa to your premises.; We will, at your written request, undertake non-warranty repairs and charge £50/hour plus VAT for labour. Parts will be charged at the current retail price shown on our website.; The following issues are not covered by the warranty:; A spa that has been used in a commercial environment, including for hire, is not covered by the warranty.; Repairs attempted by an unauthorised person will invalidate the warranty.; The warranty for a repaired or replaced spa shall be the remaining spa warranty or 30 days, whichever is the longer.; Hot Tubs & all other Inflatable Spas; For the manufacturer's 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.

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.

Terms & Conditions of Sale and Service

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