Terms of Service, Warranty Information, Copyright & disclaimer, Privacy and Security, Delivery, Costs and Returns
Direct Hot Tub is a trading name of Combined Shipping Co Ltd
01/01/2013
Warranty Information
All Customers on purchase of their new Hot Tub will receive a Warranty Certificate and User Guides.
IMPORTANT: An annual service with a qualified Spa Technician is required to maintain warranty cover.
Shell Warranty - 2 years
Direct Hot Tubs warrant the shell against water loss to the customer arising from structural failure for a period of 2 years.
Shell Surface - 2 years
Direct Hot Tubs 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
Direct Hot Tubs 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 expressely excluded from the warranty.
Other Spa Components - 2 years
Direct Hot Tubs 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
Direct Hot Tubs 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/UV and LED Lights - 1 year
Direct Hot Tub warrant the Bluetooth System, Ozonator/UV, 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
Direct Hot Tubs 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 Direct Hot Tubs, or to an authorised repair agent for assessment. This warranty does not include costs incurred by the use of non authorised engineer. Customers must gain written consent from Direct Hot Tubs before instructing any engineer not authorised by Direct Hot Tubs. In all cases Direct Hot Tubs has the sole responsibility for determining the cause and nature of a fault. Direct Hot Tubs determination is final. Direct Hot Tubs 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 Direct Hot Tubs within 10 days. A Direct Hot Tubs representative will then diagnose the fault over the telephone and may suggest a number of possible solutions for the customer to attempt. If after these suggestions fail to resolve the fault, Direct Hot Tubs will then send out an engineer. If an engineer is sent out, 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 Direct Hot Tubs, attempts to repair the spa not authorised by Direct Hot Tubs, 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
Direct Hot Tubs 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. Direct Hot Tubs will not be responsible for inadequate radio reception in relation to the spas entertainment system. Direct Hot Tubs 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 Direct Hot Tubs by email [email protected] 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 marks and copyright
Copyright in the pages 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 Direct Hot Tubs the occasional email from us [informational and promotional] if you have created a Direct Hot Tubs 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 Direct Hot Tubs Access to registration areas is via your email address or user name 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 Direct Hot Tubs
(ii) you will not do anything which would assist anyone who is not a registered user to gain access to any registration area of Direct Hot Tubs
(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 Direct Hot Tubs immediately and without giving you any advance notice.
Delivery Information & Costs:
We endeavour to dispatch items within 2-5 business days. Made to order models will be delivered in 8-12 weeks.
We send goods to virtually any address in the UK mainland, in some cases delivery may only be as far as a depot where the item would then need to be collected by yourself or an authorized person or carrier.
Once the order is available for delivery, you will be contacted to book in delivery and emailed a confirmation of date. Please note Direct Hot Tubs cannot guarantee an actual time of delivery, we may give you and indication but this is not a confirmed time and only an estimate. Direct Hot Tubs 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 Direct Hot Tubs within 48 hours of delivery. If written representation are not made within 48 hours then those variations will be deemed acceptable to the Client.
Direct Hot Tubs 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 Direct Hot Tubs.
Please note we can only make deliveries to the speficifed address stated on the payment method (debit/credit card).
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 Combined Shipping Co Ltd, (not including Returns postage). 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 retun if spa is unused. This type of cosmetic damage must be reported to Direct Hot Tubs 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 [email protected] 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 Direct Hot Tubs 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
Direct Hot tubs
Unit 3, Swannington Road,
Cottage Lane, Industrial Estate,
Bourghton Astley
Leicester, LE9 6TU
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