Shipping, Orders, Damaged Goods and Returns

Shipping and Orders

Free delivery is offered on all orders over £60.00 to UK mainland.  Orders under £60.00 are charged at £6.99 up to 25kilos per order. Some postcodes are excluded from this offer and a delivery charge will be applied before confirming your order at the checkout.

We aim to ship all orders within 2-5 working days (Unless overnight charge is chosen). This applies from Monday - Friday 8am - 5pm. We also offer a next-day delivery service. Next working day delivery is only available to purchases made before 3pm. If a next day order is placed after 3pm then the order will be shipped the next working day for delivery on the following working day. All deliveries can arrive between 9am and 6pm and specific time slots are not available.

All covers in generic and bespoke sizes are made to order and have a manufacturing/delivery time of 7-14 working days, this may be extended in peak season.

In all cases of delivery please ensure that your address details are correct. In cases of rural areas, house names or hard to find locations please ensure that you leave clear delivery instructions along with a contact number with your order so that we can pass the information to our courier. All our deliveries are recorded and a signature will be required on receiving your order.

All orders placed online will receive a confirmation of order via the email address provided, please check this is correct as it is what will be shipped, if not correct please call to rectify. Once your order has been picked and packaged you will receive a further email confirming shipment.

When placing your order you will be given the choice to leave special instructions for your order to be left in a secure/unattended location if you will not be available to sign for it. In this case the information provided will be passed onto our couriers and the responsibility falls on you to ensure a secure delivery site. We will not be held responsible for lost items if your delivery instructions are to leave in a secure place which has been passed onto our courier.

If delivery is attempted 3 times by our courier (a card of attempt is left each time) and delivery has failed, the order will be returned to us. In this case an additional charge will apply for re-delivery. This also applies to incorrect address details being given. If the order is no longer wanted after a failed delivery and a refund requested, a restocking fee of 20% will apply and the original shipping and handling will not be refunded.

Some items are excluded from the next day delivery service, these items include swimming pool covers and any items clearly marked as "not available for next day delivery".

In some cases, at time of order, stock may be depleted and the website not updated, under these rare circumstances we would contact you with a date or an alternative product (if available) or if you wish a full refund will be made available to you and a member of our team will contact you to let you know. In other cases it may not be possible to deliver items next day, if this occurs we are obliged to present you with a refund to cover the cost of shipping only.

All orders are sent via a secure, tracked and insured courier either by ourselves or by suplliers if items are required immediately and next day is paid for. In the event the customer does not wish to use our courier services and wants the item posted, for small less valuble items, then this is done using the standard Royal Mail posting system which is unsecure and untracked. In this case we can not accept any responsibilty for damages or loss. Please resort to the Royal Mail website for delivery times.

Special Items:

All covers

Bespoke covers

Heat pumps

Boilers

Special Items (not on site and ordered in specially)

Items manufactured specially for you.

Copings

Roman Ends

Step units

If your order includes/is for a spare part which we may have to specially order in, your order may be put on hold until all products ordered have arrived with us and then will immediately be put on a next day delivery, in this case you will be notified by email.

Returns

If for some reason you wish to return an item your item must be in its original unused condition to be returned, unless there is a manufacturer defect.

You must return the item within 20 days of your purchase to qualify for a refund.

1. Please email sales@theswimmingpoolstore.co.uk to request a refund.

2. Include in your package a signed letter stating the reason for your return and the original receipt/invoice number then send your returned item to:

Returns

The Swimming Pool Store

The Garden Store
Wycombe Road
Studley Green
High Wycombe
Buckinghamshire
HP14 3XB

Return Exceptions

These following items are non returnable. Spas, pool liners, coping stones, Oil/Gas boilers, Heaters, winter debris covers, solar covers, Roman Ends, spares and any other bespoke items that have been specially made to order. commercial bulk chemicals are also non returnable.

Special items that are not shown/advertised on our website (including spares) and ordered in especially to suit are not returnable unless faulty. If faulty they will be replaced under the terms of warranty.

Merchandise that has been worn, used, or altered will not be accepted for return or exchange.

Unwanted items must be returned to us within 20 days from the date of purchase and will be subject to a 20% restocking fee. (See below).

Faulty Items

With the exception of large items like heat pumps and boilers (these are covered by an on-site warranty through the manufacturer direct) any faulty items will be covered on a return to base warranty.

If you have a faulty item and it's within the original stated warrranty then we are happy to repair or replace as required providing the item falls under the terms of the said warranty.

To return an item, you can either call to advise its coming back to us and/or send directly to us for inspection.

As items sold online have a return to base warranty it is your responsibility to send the item back to us if it's faulty.

Please ensure you include the original purchase date and the reason its being returned.

Please include a contact number and we will deal with your item as soon as we receive it.

Restocking Fee

Unless found to be faulty all items are subject to a 20% restocking fee, this will be deducted from your refund. We also do not refund the original shipping and handling that you paid on the order.

Cancellations

You do not have to give a reason for your cancellation, but a brief explanation would be helpful so we can improve our services in the future.

You may cancel your order at any time up to 7 working days after the date of order if the items are not received/shipped. (This is excluding the bespoke items mentioned above, which once ordered will have to be paid in full and cannot be cancelled), if item has already been despatched/received then it is your responsibility to return the item. For larger items we can arrange collection and return but will deduct the collection fee from your refund.

If you are to return the unwanted goods at your own expense. You must ensure that the goods are packaged sufficiently to protect from damage whilst in transit. We take no responsibility for goods damage by your courier being returned, for this reason we recommend that when returning unwanted goods that you take out adequate parcel insurance and retain proof of posting for your records.

Damaged Goods

If the goods ordered are received damaged and the packaging is damaged you must sign for the items as damaged, if you do not they cannot be claimed for. If the packaging is 100% undamaged and the goods inside are damaged please contact us within 3 days to make a claim. Outside of this will not be covered. If the packaging is damaged a picture is requested as proof for the courier.

Exchanges

If your item is in its original packaging you may exchange your item for a different product. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping costs and the original delivery charge is non refundable in this case.

You will also be required to pay the carriage to ship the new item.

Payment Policy

Accepted Methods of Payment:-

All debit cards and most credit cards are accepted.

We use a high level of security to ensure that both parties are protected. Upon submitting your card details you will be taken to a security check site for additional details.

Credit card and debit card charges

Your credit card will be charged when you place your order. If we are not able to fulfil your order for any reason your credit card will be refunded if required.

Mailing Address for Cheques:-

Orders

The Swimming Pool Store Ltd
The Garden Store
Wycombe Road
Studley Green
High Wycombe
Buckinghamshire
HP14 3XB

VAT

The Swimming Pool Store operates a standard product pricing policy in the UK and the Channel Isles, meaning that customers are charged the same prices irrespective of where they live. Prices are the same online as by phone orders. We believe that price integrity within any currency zone is important, not just for the sake of fairness but also because of extra cost involved in administration and shipping.

We recognise that areas such as the Channel Islands are VAT exempt and have the advantage of not paying VAT. However, The Swimming Pool Store believes that it is fair to charge all of its customers the same price, irrespective of where customers live.

SPS has therefore determined that a standard pricing policy for the UK and Channel Isles avoids additional administrative costs and, overall, results in offering all of our customers good value across our entire product range. 

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