Terms & Conditions

TERMS & CONDITIONS

1. INFORMATION ABOUT OUR COMPANY

In these Terms and Conditions (the “Terms”) the rights and obligations of Seropian Ltd. under the trading name of Staffordshire Hot Tubs & Swimspas (“Staffordshire Hot Tubs & Swimspas”) and the Customer (“Customer”) using the electronic trading and showroom sale services provided by Staffordshire Hot Tubs & Swimspas at their physical business address (“Showroom”) and at www.staffordshirehottubs.co.uk , social media sites (Facebook, Instagram, Twitter, YouTube)  (together: “Websites”) are described. 


GENERAL INFORMATION

Name: Seropian Ltd.
Address: Unit 1, Innovation Way, Stoke-on-Trent, Staffordshire, ST6 4BF
Telephone: 01782 638742
Email address: sales@staffordshirehottubs.co.uk
Company number: 12300643

Please read these Terms carefully before browsing or purchasing from Staffordshire Hot Tubs & Swimspas. Please take time to understand these Terms as your continued use of our services and websites indicates your acceptance of these Terms and as they may be amended by us from time to time (see paragraph 4 “Our Rights”). The Terms should be read in conjunction with our Cookie Policy and our Privacy Policy, which also apply. If you do not agree to these Terms, you do not need to use our services and websites.


2. OUR WEBSITE

Our Products are made available on our website and showroom for purchase by customers only. By submitting an order in accordance with these Terms you warrant and represent that you are a customer and that you are at least 18 years old. If you are a business customer, please contact us on 01782 638742 and we will be happy to discuss your requirements with you.

The images of the Products on our website are for illustrative purposes only. Your Products and any packaging may vary from that shown in images on our website. 

3. INTERPRETATION OF TERMS

Interpretation of terms used throughout these Terms & Conditions:

“Product” or “Products” means any Hot Tub, Swim Spa, Sauna, Sanitary Ware, Garden Room sold on the Website and Showroom;
“Accessory” means any other product (excluding the above products) sold on the Website;
“Specifications” means that part of the Website where certain terms and conditions in respect of the individual Product are provided;
“Service” means all services provided by Staffordshire Hot Tubs & Swimspas including but not limited to installation, sales, delivery, ground work, finance, spa service, maintenance, etc.

“Contract” means the contract between us and you for the sale of our products.

4. OUR RIGHTS

We may occasionally update these Terms from time to time, for example to comply with changes in the law or to take account of new ordering processes or new products we may offer.

The prices of the Products and Services will be as quoted in your “Confirmation Order Email” and “Order Form”.

We take all reasonable care to ensure that the prices of Products and Services are correct at the time when the information is sent to you.

We will contact you if we discover an error in the price of Products and Services you have ordered.

5. ORDERING AND THE CONTRACT BETWEEN YOU AND US

1. Our website pages will allow you to see all the products and services currently for sale / on order at Staffordshire Hot Tubs & Swimspas.

2. You will need to place an order of your chosen product / service through the product page on our website; or by sending us and email; or by getting in touch with us via telephone; or personally in our showroom.
3. Getting in touch with us through our website / by email or phone requesting more information about the costs or availability of our products and services does not constitute for an order.
4. Only written orders personally at the showroom or written emails will be accepted as an official form of purchase order.
5. Please take the time to read and check your order before you place it with us.
6. We will do our best to ensure that all Products and services shown on the website are available to order. 
7. After sending the email to us requesting an order you can still amend your order by writing or phoning us until our “Confirmation Email” is sent out advising you about the costs of the ordered products / services, the proposed delivery date and that we are processing your order. This e-mail does not constitute acceptance of your order by us.
8. We will send out our “Final Order Confirmation Email” with the total purchase costs to confirm your order and this is when the payment for the products and services will be processed. 
9. The Contract between us will only be formed when we send you the “Order and Payment Confirmation Email” and the payment was taken. 
10. Any payment taken will be refunded to you if your order is later refused or rejected by us for any reason.
11. However, if any Products that you have ordered are no longer available, we will not accept your order and a contract between us will not be formed. Instead we will attempt to contact you and advise substitute products of a similar nature and quality. 
12. If you have already paid for the Products/Services, we will refund you the full amount as soon as possible if product is no longer available.
13. If at any point there are any problems with your order, please contact us on 01782 638742 or sales@staffordshirehottubs.co.uk
14. We make all reasonable efforts to ensure that all descriptions and graphical representations of products available from us correspond to the actual products. Please note however that product images are for illustrative purposes only, the actual appearance and colour of the products may vary.

    1. YOUR RIGHT TO CANCEL AN ORDER AND OUR RETURNS POLICY

      1.If you are a customer, you have the right to cancel your contract with us within 14 days without giving any reason. This means that during the relevant “cooling down” period if you change your mind or decide for any other reason that you do not want to receive the products, you can notify us of your decision to cancel the Contract and receive a refund.
      2. Your legal right to cancel a Contract starts from the date of the “Order and Payment Confirmation Email”, which is when the Contract between us is formed.
      3. To exercise your right to cancel, you must inform us of your decision to cancel the contract. You can do this by an email including your name, address, account number, order / invoice number, signed and dated – before the cancellation period has ended. 
      4. If you wish to return the products to us because they are faulty, please contact us on 01782 638742 or sales@staffordshirehottubs.co.uk within 30 days starting from the date you took ownership of the product i.e., the day of the delivery/installation.
      5. We will be required to carry out full investigation and resolve the issue and if the fault is not reparable, we will offer alternative options. If you still wish to go ahead with the refund, we will collect the faulty Product(s) at no charge to you. 
      6. If your Product is faulty you have the right to receive a full refund for 30 days.
      7. However, when a crane or other lifting equipment, or other 3rd party services such as additional manpower has been arranged by the customer to assist with any delivery, the cost of these services is entirely the responsibility of the customer.
      8. If the 30 days refund period passed you have the right for a full repair up to 6 months starting from the date you took ownership of the products i.e., the day of the delivery/ installation. 
      9. 6 months after the delivery/ installation date you have the right for a full repair if manufacturer fault was proven. 
      10. All repairs or exchanges on shell, engineering parts or spa components are set out in your manufacturer warranty which is received with the Products manual on delivery.
      11. We may make a deduction from the reimbursement for loss in value of any Products supplied if the loss is the result of any unnecessary handling by customer.
      14. The right to return the Products will not apply in the following circumstances: to any products that we have made bespoke and customised specifically for you i.e a factory order not from Staffordshire Hot Tubs & Swimspas stock.
  1. FAULTY PRODUCTS

    1. Under the Consumer Rights Act 2015, a customer has an early right to reject Products that are faulty, unsatisfactory quality, unfit for purpose or not as described, and get a full refund.
    2. This right is limited to 30 days from the date the customer took ownership of the Products. i.e., delivery / installation date
    3. If an item is faulty and needs to be returned, the customer does not need to pay the costs for the return of the faulty product. 
    4. However, when a crane or other lifting equipment, or other 3rd party services such as additional manpower has been arranged by the customer to assist with any delivery, the cost of these services is entirely the responsibility of the customer.
    5. If the 30 days refund period passed you have the right for a full repair up to 6 months starting from the date you took ownership of the products i.e., the day of the delivery/ installation.
    6. 6 months after the delivery/ installation date you have the right for a full repair if manufacturer fault was proven. 
    7. All repairs or exchanges on shell, engineering parts or spa components are set out in your manufacturer warranty which is received with the Products manual on delivery but you can also read manufacturer Warranties in point 11 of these Terms. 
    8. These additional manufacturer warranties do not affect your legal rights in relation to Products that are faulty.
    9. We aim to reply to all calls within 7 Working days for major issues (e.g., the product is in un-usable condition) and within 14 Working days for minor issues (e.g., products are having issue but are still operational) as per standard warranty.
  2. CANCELLATION OF CUSTOM-MADE PRODUCTS

Should you wish to cancel your custom-made product for any reason, it is unlikely that we could sell it to another customer at full selling price. We will therefore retain your 10% deposit as a cancellation fee. In respect of these products our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.

9. TERMS OF DELIVERY AND INSTALLATION

1. It’s the customer’s responsibility to ensure that they have safe and adequate access for our delivery vehicle to park safely at your property, whether we are only delivering the Products or installing them for you.
2. If no one is available at customer’s address to take delivery, we will leave a note that the Products have been returned to our premises, in which case, please contact us to rearrange delivery (a re-delivery charge will be charged in such instances).
3. Staffordshire Hot Tubs & Swimspas will endeavour to install the products on the date agreed. To enable us to provide the Installation Services to you, we will need to obtain certain information from you, for example, access pictures, measurements and access route videos.

4. When confirming your order, you will be asked to provide this information and also confirm certain facts about your property (including access). If any of the information you have given is inaccurate and requires a second visit, a £250.00 charge will be incurred.

10. ORDER DELAYS AND EVENTS OUTSIDE OF OUR CONTROL

1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the Contract between us that is caused by an Event Outside Our Control. An “Event Outside Our Control” means any act or event beyond our reasonable control, including without limitation material shortages, import delays or higher than anticipated demand, lockdowns, strikes, or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack, epidemic or other natural disaster, or failure of public or private telecommunications or transport networks.

2. Where the supply of your products or service is delayed or prevented for reasons beyond our control, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.

11. STANDARD SPA MANUFACTURER WARRANTIES

Our products are made with the best components on the market and offer one of the best warranties available.

1.Please refer to the manufacturer’s warranty booklet for full terms of warranty.
2. Some parts, most of which can be changed out without the use of tools, such as filter cartridges, filter lid, spa pillows and cover locks, are not included in this warranty, but are warranted to be free from defects in materials and workmanship at the time of delivery.

12. COMPLAINTS PROCEDURE
We do our best to ensure that our customers receive the best possible products and services. However, sometimes things may not work out the way we would ‘have wanted to. When this happens, we want you to let us know about your complaint so that we can correct the error to make sure it doesn’t happen again.

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

By visiting us at our showrooms during opening hours. We are open Tuesday to Friday 12pm-5pm and 10am-4pm on Saturdays.

Write us a letter to the below address: 

Staffordshire Hot Tubs & Swimspas
Unit 1, Innovation Way, Stoke-on-Trent, Staffordshire, ST6 4BF


Call us on 01782 638742 during opening hours
Email us on sales@staffordshirehottubs.co.uk

We aim to resolve your complaint within 48 hours but if we can’t then we will contact you within five business days to tell you:

Why we have not resolved your complaint.
Who is dealing with your complaint?
When we will contact you again.

We will aim to resolve your complaint as quickly as possible. 

We will keep you updated on a regular basis about the process of handling of your complaint. If the complaint is complex it can take up to 10 weeks to make a decision. When the decision is made, we will write you to explain our final position. 

If for any reason you are not happy with the outcome or 10 weeks passed and still no decision made, you can refer your complaint to the Financial Ombudsman Service (FOS). You can contact them by the following ways:

By writing to: The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

By calling them on 0800 023 4567
By emailing to complaint.info@financial-ombudsman.org.uk

Please note: only complaints relating to the sale of financial services should be referred to FOS.

13. DATA PROTECTION

Any and all personal information that we may collect, will be collected, used and held in accordance with our Privacy Policy.

14. APPLICABLE LAW AND DISPUTES

These Terms shall be governed by and construed in accordance with the laws of England and any disputes will be decided only by the English courts. Any dispute arising in connection with these Terms is subject to the exclusive jurisdiction of the courts of England and Wales.

15. CONTACT US

To contact us, please email us at  sales@staffordshirehottubs.co.uk or phone us on 01782 638742 or by using any of the means provided on our contact page. 

These Terms & Conditions were last updated in November 2021.

PROMOTIONAL TERMS & CONDITIONS
SALES PROMOTIONAL EVENTS

These Terms are between you and Seropian Ltd. trading as Staffordshire Hot Tubs & Swimspas at www.staffordshirehottubs.co.uk and on social media on Facebook, Twitter, YouTube, Instagram (“websites”) and sets out your and our respective rights and obligations relating to our Sale Promotional Events (“Promotions”).


These Terms should be read in conjunction with our Privacy Policy, Terms & Conditions and all other applicable terms, conditions, limitations and requirements our websites are governed by.  By choosing to submit an order through our Promotions, you accept these terms, conditions, limitations and requirements. Please read these Terms carefully before ordering through our Promotions.

1. During our Promotions you can purchase a selection of our products (specified at the time) at a discount price which is lower than their regular sale price.
2. During our Promotion you may also receive package prices with items included free of charge.
3. The content of the free of charge packages could be all or either of the followings: Spa cover, Easy Cover Lifter, Steps, Water softener prefilter, Antibacterial filter 2pcs, Chemical package, Spa Wand, Delivery and Installation.
4. Staffordshire Hot Tubs & Swimspas reserves the right to change the Promotions’ benefits, including the discount amounts and eligibility to determine discount amounts at any time.

5. Promotion is not to be used in conjunction with any other offer or promotion.
6. Promotion is open to UK residents aged 18 years and over.
7. Sale Promotions are usually valid within a specified time period or until stock last and could be extended further.

ONLINE PRIZE COMPETITIONS AND GIVE-AWAYS 

These Terms are between you and Seropian Ltd. trading as Staffordshire Hot Tubs & Swimspas at www.staffordshirehottubs.co.uk, and on social media Facebook, Twitter, YouTube, Instagram (“websites”) and sets out your and our respective rights and obligations relating to our Prize Competitions and Give-aways Online (“Competitions”).


These Terms should be read in conjunction with our Privacy Policy, Terms & Conditions and all other applicable terms, conditions, limitations and requirements our websites are governed by.  By choosing to participate in our Competitions, you accept these terms, conditions, limitations and requirements. Please read these Terms carefully before taking part in our Competitions.

1. Staffordshire Hot Tubs & Swimspas reserves the right to run Competitions online time to time. 

2. Staffordshire Hot Tubs & Swimspas reserves the right to decide the winning prize and its value.  

3. The Competition prize is non-refundable or transferable and no cash or voucher alternative is available.
4. Promotion not to be used in conjunction with any other offer or promotion.
5. Competition is open to UK residents aged 18 years and over.
6. Competition entries that are incomplete, answered incorrectly or out of the valid competition period will not be accepted.
7. Entry excludes employees or family of Staffordshire Hot Tubs & Swimspas, Wellis, Catalina, Wellis & Catalina dealers and members of their families, their agents, and anyone directly involved with this promotion.

8. All stock subject to availability.
9. Staffordshire Hot Tubs & Swimspas reserves the right to choose the winner(s) at random and/or any other ways specified in the Competition and the winner(s) must hold a mainland UK postal address. 

10. At random winner(s) selection Staffordshire Hot Tubs & Swimspas will award prizes in accordance with the laws of chance, consistent with the requirements of Promotional Marketing Rule 8.24 of the CAP Code using radomdraws.co.uk. 

11. Winner(s) consent to supply their details to Staffordshire Hot Tubs & Swimspas for fulfilment purposes. 

12. Staffordshire Hot Tubs & Swimspas will not accept responsibility if the item(s) cannot be delivered due to insufficient access.

13. No purchase necessary for Competition entries. 
14. No bulk or third-party entries are permitted.
15. The winner(s) will be contacted by a Staffordshire Hot Tubs & Swimspas representative. 

16. For competitions that appear on our websites, the winner(s) will be drawn from all correct entries from any entry routes. 
17. Delivery of the prize item(s) will be within 20 working days in a prearranged 3-hour window.
18. Staffordshire Hot Tubs & Swimspas do not accept any responsibility for late or lost entries due to the internet. Proof of sending is not proof of receipt. 

19. All costs are covered by Staffordshire Hot Tubs & Swimspas for the winning prize(s) and its delivery / installation.

20. Staffordshire Hot Tubs & Swimspas reserves the right to change the online competition benefits, including prize and its value at any time.

21. In accordance with our Privacy Policy and GDPR, Staffordshire Hot Tubs & Swimspas will never share entrant data to any third party without direct permission. With the exception of competition winners (for the sake of fulfilment), all personal data from competition entrants that don’t explicitly consent to their data being shared will be deleted upon the completion of the competition. If a competition entrant decides they would like their information deleted before the closure of a competition they have entered, they can send their request to sales@staffordshirehottubs.co.uk


These Terms & Conditions were last updated in July 2024.