Terms and Conditions - Neptune Spas

Warranty Information

All customers on purchase of their new hot tub will receive a Warranty Certificate and User Guides.

Shell Warranty – 2 years

Neptune Spas warrant the shell against water loss to the customer arising from structural failure for a period of 2 years.

Shell Surface – 2 years

Neptune Spas warrant the shell surface against water loss to the customer, arising from defects in materials, including cracks, blisters, peeling and delamination for a period of 2 years. Includes all parts and onsite labour necessary for repair.

Electrical and Plumbing – 2 years

Neptune Spas warrant all major spa components, specifically the pumps, the heater and the control system against malfunction arising from defects in materials and workmanship for a period of 2 years. Includes parts and onsite labour necessary for repair. Leaks from pump unions/wet end seals are expressly excluded from the warranty.

Other Spa Components – 2 years

Neptune Spas warrant all other spa components, including but not limited to topside control unit, diverter caps, cover clips, and jet inserts against malfunction arising from defects in material and workmanship for a period of 2 years to the customer. Includes only parts necessary for repair. No labour is included.

PVC Cabinet Warranty – 2 years

Neptune Spas warrant the spa cabinet (also known as skirting) to be free from defects in material and workmanship for a period of 2 years to the customer. Includes only parts necessary for repair. No labour is included. Fading, discolouration, and minor scratches are all considered to be normal wear and tear and are not covered under this warranty.

Entertainment System, Ozonator and LED Lights – 1 year

Neptune Spas warrant the Bluetooth System, Ozonator, TV and DVD player against malfunctions arising from defects in material and workmanship for a period of one year to the customer. Includes only parts necessary for repair. No labour is included. LED lights are covered for a period 1 year includes parts, no labour.

Cover Warranty – 1 year

Neptune Spas warrant the spa cover to be free from defects in material and workmanship for a period of 1 year to the customer. Includes only parts necessary for repair. No labour is included. Fading, discolouration, pulled stitching and minor scratches are all considered to be normal wear and tear and are not covered under this warranty.

Conditions of Warranty

All warranties apply to the original customer, at the original address that the spa was installed. Your warranty does not include engineer mileage. Your limited warranty does not include the cost of shipping parts back to Neptune Spas, or to an authorised repair agent for assessment. This warranty does not include costs incurred by a non-authorised engineer. Customers must gain written consent from Neptune Spas before instructing any engineer not authorised by Neptune Spas. In all cases Neptune Spas has the sole responsibility for determining the cause and nature of a fault. Neptune Spas determination is final. Neptune Spas reserve the right to provide a replacement spa of equivalent value if we deem it to be necessary. In such a circumstance the customer shall be responsible for the cost of moving and installing the new spa into position.

Performance

The customer must report any discovered fault to Neptune Spas within 10 days. A Neptune Spas representative will then diagnose the fault over the telephone and may suggest several possible solutions for the customer to attempt. If after these suggestions fail to resolve the fault, Neptune Spas will then send out an engineer. If an engineer is sent out for a non warranty fault, payment of a call out/travel charge will be required from the customer. Payment of the call out/travel charge is necessary before an engineer will be sent out. Call out fees are waived for any fault occurring in the first 30 days of delivery. If the engineer determines that any fault is not covered under this warranty, the customer will be solely responsible for the cost of any parts and the engineers onsite labour charge.

Exclusions

All warranties hereunder are void if the spa has been subject to chemical imbalances, alterations or modifications not authorised by Neptune Spas, attempts to repair the spa not authorised by Neptune Spas, incorrect use of the spa including but not limited to running the spa dry or filling the spa up incorrectly, electrical installation by a non-qualified electrician, ice in the spa, incorrect winter preparation, or commercial use. No part of the spa is warranted against chemical damage. This includes but is not limited to deposits of limescale on the spa shell or on spa components. Correct chemical use is the sole responsibility of the customer. Spa covers are not warranted against chemical burns.

The spa shell and components are not covered against any defects which may occur as a result of the customer not using the cover while the spa is not in use.

13amp plug & cable (if supplied) are warrantied for 31 days from day of delivery.

If the spa is drained and unused during the winter months, it needs to be carried out by a qualified spa technician. Damage/leaks resulting in the failure to correctly drain and winterise the spa will not be covered under warranty.

This warranty does not cover damage arising from the use of unauthorised sanitisers such as tri-chlor, acids, calcium hypochlorite, sodium hypochlorite, peroxides, any sanitizing chemical that may remain undissolved on the spa surface.

Damage to pillows reported beyond the day of delivery will not be covered under warranty. Pillows are to be removed from the spa when not in use.

Disclaimer

Neptune Spas will not be liable for loss of use of the spa, or any incidental expenses incurred as a result of the repair or replacement of the spa. This includes but is not limited to permanent decking or surroundings, flooring, any other fixtures, chemical loss, water loss or filter loss. Neptune Spas will not be responsible for inadequate radio reception in relation to the spas entertainment system. Neptune Spas warranties are limited to the maximum amount of monies received from the customer with respect to the sale of the spa.

All Warranties

All warranties apply from the date the spa is delivered to the original customer.

All problems must be reported to Neptune Spas by email neptunespas@btconnect.com with the model number, date of purchase and images or a video of the problem so we can diagnose the problem and troubleshoot them problem quickly.

Trade mark and copyright

Copyright in the page screens, information and material in their arrangement included in this Site is owned by or licensed to us unless otherwise noted. You may imprint, copy, download or temporarily store extracts from our Site for your personal information or when using the Site. You must not alter anything. Any other use is prohibited unless you first get our written permission. In particular no one may use a part of our Site on any other website, or link any other website to our Site, without our prior written permission.

Privacy Policy:

We are committed to protecting your privacy. We will not pass on any individual user details for third party use unless we have your prior consent.

As part of the free service you will get from Neptune Spas the occasional email from us [informational and promotional] if you have created a Neptune Spas account. If you do not wish to receive these emails you can stop them by deleting your account at any time. We do not retain any account information as a result of a deleted account.

Terms of Service:

Any changes we make to the terms and conditions will be reflected on this page.

When you register, you are registering as a personal user of Neptune Spas Access to registration areas is via your email address or username and password.

We allow you access to the registration areas of the site on the basis that:

(i) your email address and password are personal to you and may not be used by anyone else to access Neptune Spas

(ii) you will not do anything which would assist anyone who is not a registered user to gain access to any registration area of Neptune Spas

(iii) you do not maliciously create additional registration accounts for the purpose of abusing the functionality of the site, or other users; nor do you seek to pass yourself off as another user

(iv) you comply with these terms and conditions.

If, for any reason, we believe that you have not complied with these requirements, we may, at our discretion, cancel your access to the registration areas of Neptune Spas immediately and without giving you any advance notice.

Delivery Information & Costs:

We endeavour to dispatch items within 28 business days. Made to order models will be delivered in 8-12 weeks.

Once the order is available for delivery, you will be contacted to book in delivery and emailed a confirmation of date. Please note Neptune Spas cannot guarantee an actual time of delivery, we may give you an indication, but this is not a confirmed time and only an estimate. Neptune Spas will not be held responsible for any delays on day of delivery should this occur.

Goods must be signed for as checked on arrival. Product marketing pictures and description may vary from the delivered product. Any variations should be noted on the delivery note and issues raised with Neptune Spas within 48 hours of delivery. If written representation is not made within 48 hours then those variations will be deemed acceptable to the Client.

Neptune Spas will not be held liable if any damage occurs during the delivery process. It is the Customers responsibility to ensure adequate access for the size and weight of the Hot Tub purchase. If we are unable to deliver the item due to inadequate access, a charge will be levied equal to that of the delivery charge to return the item to Neptune Spas.

Please note Neptune Spas can only make deliveries to the specified address stated on the payment method (debit/credit card).

Installation:

The price of the hot tub does not include electrical installation or crane hire. All hot tubs and swim spas will require the electrical connection to be carried out, certified and tested by a qualified electrician. Neptune Spas Ltd can supply the electrical installation and crane hire if required, at an additional cost.

Returns & Refunds Policy:

We accept the return of goods within 14 days of receipt, we will issue a full refund for the price you paid within 2 days from receipt of goods back to Neptune Spas, (not including Returns P&P). Damaged or missing packaging will incur a repackaging fee, pictures of returned item should be kept for your security in case damage is caused by freight company upon return. Goods that are ordered and made to customers specifications which includes all swim spa models are excluded from our returns policy.

Defective items:

You can always return items if they are defective within 14 days of receipt. We only accept returns of items that have been opened if they are defective. Damage to Cover, Step or skirt will only warrant return if spa is unused. This type of cosmetic damage must be reported to Neptune Spas within 48 hours of delivery and a repair or partial refund will be agreed. Please see below for details of how to return defective items to us.

To return an item:

Please email us at neptunespas@btconnect.com giving the reason for the return and any pictures that may assist us, wrap the package securely and send the package to the address below. In the case of a defective product, please provide a full description of the fault and return the defective item to the address below, defective or faulty items will be paid by Neptune Spas on both return and redelivery.

For your protection, we recommend that you use a tracked courier service. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty.

You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, postage and packing). As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item.

Cancellation of made-to-order Products:

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

RETURNS ADDRESS:

Neptune Spas Limited
Stone Cross Garden Centre
Dittons Road
Pevensey
East Sussex
BN24 5ET

CONTACT INFORMATION:

Tel: 01323 449339 or email: neptunespas@btconnect.com

PLEASE NOTE: All hot tub specifications are subject to change without notice. We reserve the right to change advertised prices with immediate effect.