Orders for any goods including hot tubs may be collected direct from our warehouses and onsite shop during working hours or at a pre arranged time to suit your needs.
Scarborough Spas are registered at the following address:

Scarborough Spas Hot Tub Warehouse
Units 1 & 2 Wareham Road,
Scarborough,
North Yorkshire,
YO11 3UW
Tel: 01723 581510 Fax: 01723 581510 email: info@scarboroughspas.co.uk

DELIVERY CHARGES

• FREE Delivery on chemical orders over £70.00. Please note this is only available on deliveries to Zone 1 (Mainland UK).
  To ensure you receive next working day delivery you must order before 1pm.

Please note we guarantee to dispatch all orders placed before 1pm (Mon - Thurs, no sat deliveries) for next working day delivery with our courier service. However in the unlikely event of our courier is experiencing problems with your delivery it will automatically go out for delivery on the following day.

DELIVERY PROCEDURE SPA PARTS, FILTERS ACCESSORIES AND CHEMICALS

We need your telephone number in case there is either a problem with processing your payment or a problem with locating your address on delivery. If goods are returned to us because our courier cannot locate your property and you have not given us a telephone number to enable us to contact you, then you will be responsible for the direct cost of that return and also for the additional cost of resending the goods to you. This charge is £9.95 per order for standard zone mainland UK delivery.

We generally use a courier parcel delivery service. Our courier will only deliver on week-days and they are unable to leave items 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 place. 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 that return and also for the additional cost of resending the goods to you. As mentioned above, this charge is currently £9.95 per order

DAMAGED & FAULTY GOODS RETURNS POLICY

It is essential that you inspect your goods immediately upon delivery. If goods delivered are DAMAGED you must clearly state 'DAMAGED' when ACCEPTING & SIGNING FOR THE DELIVERY; qualifications such as 'NOT INSPECTED/CHECKED' are not acceptable by the carrier. Faulty, missing or incorrect items must be advised us as soon as possible, and certainly 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 Consumer Rights.

RETURNS PROCEDURE

Contact us in writing, by letter or email before you attempt to return any items to us and we will provide you with an official 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 in line with our specified terms.

REFUNDS ON CANCELLATION

If an order is cancelled within either the seven day or 24 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. For all spa parts, filters accessories and chemicals 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, bespoke spas, and accessories orders that are manufactured to order, you have the right to cancel within 24 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.

RETURNING GOODS BECAUSE YOU CHANGED YOUR MIND

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 and other items that are Special Order or manufactured to order) as long as the following conditions are met:

• You MUST contact us in WRITING within 7 working days starting with the day after the delivery date.
• The goods are returned in their original undamaged packaging, with all parts in original condition.
• It is your responsibility absolutely 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.

In the case of hot tub filters, please ensure that they are correct BEFORE any wrapping is removed. It will not be possible for hygiene reasons to exchange or provide a refund for filters in the case that the packaging has been removed.

DELIVERY 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 and we have delivered the item/s you selected then 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 this should the goods not arrive.

RETURN OF CHEMICAL ITEMS

If you wish to return chemical items you must use a courier service as Royal Mail will not accept their carriage through their system. 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 8:30 and 5:30 on an agreed day (please note that we cannot specify an exact time for collection).

DISTANCE SELLING REGULATIONS

Under the DSR (Distance selling Regulations) consumers are generally afforded the ability to return goods once they have had an opportunity to see them as if they were purchasing them in a retail store. The normal time constraint is 7 working days commencing the day after you receive the goods. In certain circumstances your rights to do so are taken away; one such example is the supply of 'bespoke' goods & 'special order' items - in other words goods which are made/obtained specifically for you.

If You have asked us to supply goods which fall into this category. By ordering these goods you are wavering your rights in respect of the DSR to return the item on the basis that you have simply 'changed your mind' or discover you have 'ordered the wrong item(s)' once you receive your order. If the item is faulty you still have the same rights as you would have when ordering 'stock items. We want you to fully understand the basis of this prior to ordering the item(s).

A further factor is the acceptable delivery period for SPECIAL ORDER ITEMS. Under the DSR, we are obliged to ensure that your order is fulfilled within 30 days; unless we agree different terms. In the case of SPECIAL ORDER ITEMS whilst we always strive to provide a speedy delivery period; time 'is not the essence of the Contract'. We shall advise you via email once we have established the approximate delivery estimate of your item(s) and you then have 24 hours in which to cancel your order, unless you confirm it sooner.