Please note: You are now making an order on behalf of a user.
Call Us Today For Helpful Advice: 01603 45 45 45


Terms & Conditions

Welcome to Premier hot tubs, by visiting and/or using the site in any way, such as browsing products or placing an order, you agree to be bound by these terms and conditions.

Please read them carefully, these terms and conditions may change with or without notice and are effective immediately upon being posted.

www.premierhottubs.co.uk. details are as below :-

Premier Products-UK Ltd
Trading as Premier Hot Tubs
Roudham Ind Estate,
East Harling,
Norfolk
NR16 2QN

Email:customercare@premierhottubs.co.uk

Telephone number:01603 45 45 45

Company Registration No: 11461173

VAT Registration No: 301 1483 58

1. Ordering From Us

Once you place an order we will email you an order confirmation which include details of the product/s, it will show any deposit amount paid and remaining balance due (if applicable), and the approximate delivery time, we will also send you via email our full delivery guide to help you prepare the site, and electrical information you will need for your electrician and the hot tub manual (if applicable). At this point we ask you to check all details of the order are correct, and your information and delivery address is correct.

If you have ordered a small item, this will be sent via a courier service, once dispatched tracking details will be sent to you.

If any of the details are incorrect we must be notified immediately, to amend details relating to your order, you must contact us on 01603 45 45 45, or email sales@premierhottubs.co.uk quoting your order number, we will amend as per your instructions and send you a revised invoice.

If we have already dispatched your item, and you inform us after that the address is incorrect any costs to recover or losses involved are the customer’s responsibility.

1.a Your Order Number

We will assign an order number to your order and tell you what it is when we accept and email you your order. It will help us if you can tell us the order number whenever you contact us.

1.b Pre-Delivery Checks

Once your order is confirmed our delivery guide and pre-delivery access picture form will be sent via email. This must be completed and sent back as soon as possible, without these details we cannot arrange delivery of your hot tub. After receiving the completed form, our team will check for any issues and, if necessary, call or email you to discuss the delivery access. If no further details are required you will be contacted with a delivery date once your order is ready.

1.c If We Cannot Accept Your Order

If we are unable to accept your order for any reason, we will inform you of this in writing and will not charge you for the product/s and/or service. This might be because the product/s are out of stock, or because of unexpected limits on our resources which we could not reasonably plan for, because there is a problem with your payment details, because we have identified an error in the price or description of the product, because your property is not suitable in terms of access, deliver, installation or the products you have ordered or, we are unable to meet a delivery deadline you have specified.

1.d Our Right To Cancel

The production and shipping of a custom order or in-stock order may be cancelled if payment is not received within the desired time specified via contact from ourselves. Premier hot tubs reserve the right to cancel the order. All orders are final and any deposit left is non refundable.

2. Our Products

Premier hot tubs does its best to represent the product/s to the best of its ability, but images and the colours may vary slightly, the actual colours could look different because of one’s computer screen can be different, as well as the output of the colour coming from the mould can be lighter or darker when pictures are taken, we cannot guarantee the images so all are for illustrative purposes only. Specifications and placement of jets and other features on our hot tubs may vary from time to time, but we make every effort to ensure images are up to date where possible to do so.

2.b Product Packaging

The packaging of the product may vary from that shown in images.

2.c Parts & Chemicals

If your purchase parts and/or chemicals from us they must be used and/or installed strictly in accordance with the manufacturers’ instructions and recommendations.

3. Minor Changes To The Products

We may make changes to any product:

(a) to reflect changes in relevant laws and regulatory requirements e.g., changes to safety requirements; and

(b) any changes necessary to accommodate changes to manufacturing processes or methods, and availability.

4. Delivery Time

For custom orders, most of the time involved is the custom building of the hot tub to your specification; lead times are normally around 8-12 weeks including overseas shipping, any hot tubs in stock are normally delivered within 2-3 weeks (starting from payment by customer) but this can increase in the high season (April-September). Premier hot tubs cannot be held responsible for any delays caused beyond our reasonable control including, without limitation, acts of God, delays pending customs clearance, governmental actions, war or national emergency, acts of terrorism, labour disputes or restraints or delays affecting carriers or inability or delay in obtaining supplies of adequate or suitable materials, no compensation can be offered for any delays that are caused beyond our control.

5. Cancellation & Returns Policy

You are entitled to cancel your order if you so wish on the condition that you exercise your right within 14 days of receiving the goods. To exercise your right of cancellation you must provide written notice and give details of the goods ordered, by quoting your order number.

You can notify us at customercare@premierhottubs.co.uk.

You will then be informed of the return procedure by email.

You will be responsible for the cost of returning the goods and you must take reasonable care to ensure the goods are not damaged in the meantime or in transit.

All goods must be returned at the customers cost and should be adequately insured during the return to us. You will receive a refund of all monies paid for the goods (excluding any delivery charges) minus any courier / collection fees.

5.b

If any order is cancelled after the cooling off period or on the day of delivery (if delivered within 14 days of the order) then all deposits are non refundable.

5.c

All deposits are non refundable after the cooling off period of 14 days has elapsed.

In order for us to refund the customer these rules must apply.
  • The customer must inform Premier hot tubs in writing that they wish to return an item. We will then reply with returns details as to where the item should be shipped to in the UK. If the item is shipped to any other address it will be the customer’s responsibility to recover.
  • Goods returned must be received "un-used" and in a condition as was previously delivered
  • All goods returned must be complete with all parts and instructions. If this rule is not met then the item will be deemed not complete and a full refund will not be made.
  • All packaging of goods must be secure and undamaged.
  • Carriage costs and returning of the goods are the customer's responsibility. This means that the customer will have to arrange and pay for any carriage fee’s in order to transport the goods back to ourselves.
  • The goods remain the customer's responsibility during transit, until signed for by a Premier hot tubs representative.
  • If upon receipt the returned goods fail to meet the above conditions then Premier hot tubs may refuse to accept the goods and a full refund will not be issued as items must be returned in an as new condition.
  • All goods must be returned within 14 Days from date of Cancellation.
  • A refund for the goods will be made by the same payment method and to the same card that was used to make the purchase minus any delivery charges that may be applicable. All refunds will be undertaken within 14 days of the return. Refunds cannot be made for postal charges incurred by the customer in returning the goods to us.
  • Customers that refuse an item will be charged an RTS (Return to sender) fee to cover the carriage costs getting it back to us. If the item is returned to us or our manufacturers damaged then we may decline to refund the order.
  • Customers that wish to cancel while the item has been despatched and is with the carrier will have to refuse the item at the point of delivery and the above point will be actioned.

6. Faulty / Damaged Items

Any small item that has been received damaged by a courier service must be reported to us within 24 hours of delivery.

We will then arrange a collection of the damaged item and a replacement to be sent.

If you notice that your item is damaged at the point of delivery then please refuse the item and sign "as damaged" and contact us immediately to arrange a replacement to be sent out.

7. Payment & Delivery Address

We accept various payment methods and use a secure payment provider as our payment process for credit and debit card payments, and also accept cash, bank transfers and payments via finance. If delivery is to a different address then the card is registered to we would require photo I.D and 2 recent utility bills for security.

7b. Deposits & Finance

A deposit will be required from you at the time you confirm you want to proceed with your order as set out in the order confirmation. . If you are purchasing the products via finance (subject to acceptance), details of the agreement will be provided to you in accordance with the consumer credit legislation, the terms of which will be as stated by our finance provider (Finance Terms). If applicable, the Finance Terms are a separate contract between you and our finance provider.

7c. Payment In Full Before Delivery

If there is any outstanding balance when we arrive at your house we will check the access and if everything is in place we will request the final balance before unloading, please understand this is normal practice as once the hot tub (spa) is taken off the vehicle it cannot be put back on without the use of a crane. Therefore the driver will request that your final balance (if applicable) be available before the hot tub (spa) is unloaded from the vehicle, as title to the hot tub does not pass to you, the customer, until the funds have cleared, please ensure that any final balance is paid in cleared funds (Cash ONLY) if paying on the day.

7d. Payment Via Finance

If you have purchased via finance and your product has been delivered, if there are any issues with the finance at a later date, you will be responsible directly to us for making payment in full.

8. Delivery & Logistics

We always quote delivery dates as best to our knowledge for new orders of hot hubs, these dates can be effected by shipping, parts delays plus adverse weather conditions which we cannot control. We will always keep the customer informed of any changes in delivery.

All deliveries will be made Monday to Friday, unless informed otherwise.

Delivery dates for small items being sent via a courier service, we cannot promise to deliver on the said requested day requested by the buyer unless a special delivery service has been agreed prior.

8.1 Making Sure Your Measurements & Any Other Requirements You Have Are Accurate

We will rely on the information you have provided to us in our pre-delivery access picture form. You are responsible for ensuring that all the information on the form is true, complete and accurate because we do not visit your property prior to the delivery of the hot tub, after you submit the form, we must be notified of any changes or alterations to the access and/or where the hot tub is being sited, as we rely on the information being up to date.

8.2 You Agree To Co-operate & Help Us

We will ask you to provide us with additional information such as pictures and access route videos. You agree to provide such information that we may reasonably ask for to enable us to deliver, position and install (if applicable) the hot tub.

Delivery

- If delivery of the hot tub is a non standard / straight forward delivery.

Straight Forward Delivery

- Is a delivery where the hot tub can be wheeled round to the position on the trolley on a flat even surface with no restrictions of any kind.

Non Standard Delivery

- Is a delivery where there are restrictions / steps / cambers / decline or inclines in the ground or obstructions of any kind, and/or requires the tub to be craned into position, the booking, cost and organisation of the crane must be arranged by the customer, we will do our best though to confirm a delivery window so that the crane can meet at the same time and the tub can be lifted straight off our vehicle and into position. If this is not possible our drivers will leave the tub in a suitable position for the crane to lift over from the ground.

In the circumstance where the delivery is a NON STANDARD delivery - we reserve the right to leave the hot tub (Spa) at the entrance of your residence if access cannot be made via the means we have described on our delivery page, it is also the customers responsibility if any damage occurs to the hot tub (spa) or the customers property due to any of the above obstacles that we were not made aware off in advance.

If your hot tub required collecting or replacing for any reason and the initial delivery required the use of a crane or the tub has been positioned inside a building or a structure has been built around it this would be the customers responsibility to organise and cover all costs including any incidental costs (i.e chemicals, electrical supply etc) to remove the hot tub into a position where our drivers can load onto our vehicle.

If a delivery cannot be made due to poor access at the delivery address on a finance agreement, the cost of delivery to and from the delivery location to the warehouse will be liable to the customer.

The disposal of all the packaging which accompanies the hot tub is responsible of the customer on all occasions.

9. Acceptance

Upon receiving your hot tub you must sign off you accept the product's condition. After signing the acceptance of the hot tub, you have an additional 24 hours to report (to Premier hot tubs) any cosmetic or physical damages to your product which you may not have noticed on delivery. Outside of that period of 24 hours, Premier hot tubs cannot accept the claim and will not be liable for such damages, as we have found there are many accident's where by a customer moves the hot tub from where we delivered it to their desired position if we were unable to place the hot tub due to restricted access or they have arranged for the tub to be moved later by a crane company for example, In the event that you contract separately with a third party supplier to offer crane services such arrangements will not form part of your contract with us, and will be the entire responsibility of the third party supplier.

10. Electrics

Each manufacturer of hot tubs has their own electrical requirements. The customer is responsible for supplying the correct electrical supplies please refer to our delivery page.

11. Hot Tub Placement & Location

Premier hot tubs recommends all hot tubs to have clear and easy access so any maintenance, service and repair can be carried out easily and efficiently. Premier hot tubs are not liable for any costs for warranty repair where costs are incurred to make the hot tub accessible for repair or service.

For all warranty repairs the hot tub must be ready for the engineer in an easy access position, with easy access to all areas of the hot tub.

It is the customer’s responsibility to make sure the hot tub is with easy access for the service & warranty work.

12. Warranty

Premier hot tub has an independent inspection of every spa, and will not ship a spa until an elaborate testing procedure is PASSED on all tests in accordance with CE regulations. If anything is wrong with the spa after it is delivered, everything is covered under the spa warranty, and Premier hot tubs will make every effort to uphold the warranty through its parts warehouse and warranty service department.

We offer a full comprehensive warranty on our hot tubs, details of which can be found by clicking here.

Please note: the warranty terms will only be effective provided you have registered your warranty within 30 days of delivery and positioned and installed (if applicable), operate and use the product in accordance with the manufacturer’s recommendations/ guidelines on our warranty page.

Please note: the warranty is non-transferable.

13. Complaints

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;
  • Phone
  • Email
  • Address
If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk
We take great pride in our range of products your satisfaction is our priority if you have any queries regarding any of the above please feel free to contact us.