Terms & Conditions of Sale and Service

Our Terms and Conditions of business are reproduced below and shall apply to all business to business products and services supplied by HotTubsUK Ltd.
Payment
Payment is due before your goods are shipped.
We accept secure on-line payments via Visa, MasterCard, Solo, Maestro, Delta, Switch or PayPal.
Overseas wire transfers in Sterling are accepted for orders valued at over £1000. The customer must pay all fees associated with such transfers, excepting those charged by our own bank.
If you pay by cheque or bank transfer we will notify you by email when your funds are cleared.
Minimum Order Value
There is no minimum order requirement, apart from that stated above for overseas wire transfers.
Pricing & Supply
All prices quoted in our trade price list and on our website (www.surespatrade.co.uk) are in Sterling (GBP) and exclude VAT, unless otherwise stated. Due to possible fluctuations in our supplier prices, we reserve the right to change our advertised price or the description given 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 as available on our web site but it is in fact not available or it is incorrectly priced or otherwise incorrectly described, we shall not be obliged to sell you that product.
All orders for products are subject to availability and HotTubsUK Ltd reserves the right to refuse to supply to any individual or company for whatever reason.
Value Added Tax
For all orders UK VAT is added at the prevailing rate. However, for orders made from outside the UK, if you provide a Euro VAT number we will refund your VAT prior to shipping your goods.
Delivery
Orders for delivery to UK Mainland addresses received before 12:00 noon are usually dispatched for next working day delivery. All in stock goods will be despatched within 2 working days of order and cleared funds received, unless we notify you otherwise.
If your order is urgent it is best for you to contact us to check when an order will be dispatched.
If your order or part of your order is out of stock then we will contact you to advise of this, usually with 2 working days of placement of your order.  In this case, you will be offered the following options:
  • part-shipment of your order and the unavailable items to be added to your next order
  • a credit on your account in lieu of the unavailable items
We use a next day courier parcel delivery service. Our courier will only deliver on week-days and they are unable to leave parcels without a signature. If they are not able to gain access to your premises 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. 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.
We will ask for a contact telephone number in case there is a problem with our courier company locating your premises for delivery. If goods are returned to us because our courier cannot locate your premises and you have not given us a telephone number to enable us to contact you, then you will be responsible for the cost of that return and also for the additional cost of resending the goods to you.
Drop Shipping
Any order will be drop shipped to any address of your choice within our delivery area, provided you have paid the appropriate delivery charge. This applies to complete orders only.
Shortages & Picking Errors
It is the customer's responsibility to note any missing or incorrectly delivered items on the delivery note and notify HotTUbsUK Ltd of any shortages within 5 working days of delivery.
Warranties (excluding Inflatable Spas)
All products offered for sale by HotTUbsUK Ltd are covered by the original manufacturer’s guarantee.
For the manufacturers warranty details for specific items please refer to the warranty documents supplied on our website and with the product. This guarantee does not cover any costs incidental to the replacement or repair of the goods, including without limitation the cost to the customer of returning goods to us or the delivery to the customer and installation of replacement goods.
The Warranty Claims Procedure is as follows:
  • Email [email protected] with a description of the fault, the customer's name, address and contact details. Enclose a copy of the sales invoice also.
  • You then will be contacted by one of our product support staff in order to qualify the claim and to effect repair/replacement of the faulty item.
  • You may be asked to return the faulty item or a component of it to validate the claim. The cost of effecting this return will be born by you. The cost of sending you any replacement items will be born by us.
  • Items that are faulty and for which a replacement is not in stock at our warehouse will be ordered direct from the manufacturer and so there may be a delay in you receiving the goods.
  • For any item that is found to be faulty and for which a repair or replacement is not feasible we will refund the original purchase price of that item to you in the form of a credit note but we will not refund shipping charges.

The Customer must ensure that the items returned for warranty repair / replacement are sent with suitable packaging / protection.  Items recieved by us that have been damaged in transit will not be repaired under warranty.

ReturnsReturned goods will not be accepted unless pre-authorised by HotTubsUK customer services.All returns must be accompanied by a Returned Goods Authorization number and shipped freight paid.Non-faulty product returned for restocking will be charged a 20% restocking fee and must have been purchased within one year of the date of return.All goods returned must be in their original packaging and free from all defects.Special order items, items which are perishable or items which are subject to batch manufacturing cannot be returned unless faulty.A credit note will be issued to the value of the returned goods, less the restocking fee. Credit will not be given for items not received in saleable condition.The Returns Procedure is as follows:
  • Contact us to notify and agree the return.
  • We will provide you with a returns number. Mark the returns number clearly on all returned packaging.
  • Return the goods by the most appropriate method. It is the customers’ responsibility to ensure that the goods are adequately packaged and to pay for the cost of return, unless the goods are faulty or incorrectly supplied. Please be aware that chemical items must not be returned via Royal Mail.
  • Returned products which are not faulty or incorrectly supplied will incur a 20% restocking charge.
  • Goods returned in a condition unacceptable for sale will be refused.
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 HotTUbsUK 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.
Privacy Policy
When you place an order, we need to know your name, company name, e-mail address, delivery address, contact telephone number. This will allow us to process and fulfill your orders and to notify you of your order status. 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 your payment or a problem with locating your premises for delivery. If you choose not to give us your telephone number then we may not be able to process your order. HotTUbsUK 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 customer services pages, telephone or email.
Export Orders
The customer shall be exclusively responsible for, and shall indemnify HotTUbsUK Ltd against, all customs duties and other costs of importation and costs of obtaining all licenses relating to the delivery of the goods.
© 2014/22 Surespa Ltd