Terms & Conditions

General Terms

The following general conditions apply to and are deemed to be incorporated in all contracts for sale and supply of the company’s services and materials.

  1. The placing of an order expresses acceptance of our terms and conditions of business.
  2. These terms and conditions do not affect the customer’s statutory rights.
  3. Credit will only be granted to customers who agree to pay in full and by the due date.
  4. All prices shown include Value Added Tax (VAT) at the statutory rate current at the date of invoice.
  5. (a) The company reserves the right to alter prices and/or specifications.
    (b) The customer has the right to accept or decline any changes as indicated by clause 5 (a).
  6. No items for return can be accepted at the company’s offices without prior agreement.
  7. On approval orders cannot and will not be accepted.
  8. Non receipt or complaints must be reported to the company within 10 working days in writing. This clause does not affect the customer’s statutory rights.
  9. Our usual delivery shall be 48 hours for chemical & accessory stock items from date of order received from customer.
  10. Gazebos are ordered direct from manufacturer and are normally ready within 7 weeks.
    Spa-n-a-Box deliveries are normally within 48 hours – all other spas will be within 3 days and 3 weeks depending on stock levels. As soon as we receive the order our orders manager will contact you to arrange a suitable delivery time with you.
  11. A full refund will be made in the event of a delivery being delayed due to any circumstances which are attributable to the company and whereby no alternative date is acceptable to the customer.
  12. The company guarantees that should our products not be to the standard, or in any way different from that advertised, we will refund any monies paid by the customer, but shall apply only to those item or items in question.
  13. No property in or title to the goods shall pass from the company to the customer unless and until the customer has made full and complete payment to the company.
  14. The company does not accept responsibility for damage to any equipment in which our products are used for the purpose other than those for which it was designed.
  15. Small item delivery is to anywhere within the England & Wales (quotes available for Scotland, Ireland, non UK). Delivery is charged at £9.00 if the total order is under £100 added at the checkout, or if the total order is over £100 then delivery is free.


Delivery charge on orders under £100 at £9.00 and is added to the total order at the checkout. Orders over £100 are delivered free of charge within England & Wales, for delivery to Scotland, Ireland or outside the UK please contact us for a quote.

From receipt of confirmed order dispatch of chemicals & accessories will be approximately 48 hours for stock items, if for any reason we do not hold the item in stock our orders manager will contact you to advise you of the expected delivery time.

  • All spa covers are delivered to your property.
  • Please ensure that a person will take delivery of your goods.

All goods are fully insured whilst in transit.

The Hot Tub Shop Ltd reserve the right not to dispatch goods until payment has been made in full.

Unfortunately we do not take orders for export outside of the UK at present.

Return of damaged, faulty or wrongly ordered goods

In the unlikely event that your order arrives damaged, please notify us immediately so that we can arrange for your faulty goods to be collected and immediately despatch a new consignment at no additional cost to you. If you do not want the faulty goods replaced then we will collect them and issue you a full refund.

Should we inadvertently despatch the wrong goods, please notify us immediately so that we may rectify the problem at no additional cost to you. We will collect the wrongly sent goods and we will either send the correct goods or give you a full refund.

If you inadvertently order the wrong products and do not realise until delivered. Please notify us and we will arrange to collect and deliver the correct products. We will obviously need to charge carriage in this case. We will be happy to quote should this situation arise. These terms do not affect your statutory rights as a consumer.

A 7 day cooling off period will take effect from the day after you receive the goods. In this time if you find that the goods are not suitable for your use then please notify us and we will arrange to collect the goods and arrange for a full refund within 30 days. We may need to charge carriage in this case and we will be happy to quote should this situation arise.

Customer Service Information

The Hot Tub Shop & online store is owned and operated by Staffordshire Hot Tubs.

If you require any assistance with either the operation of this web site or with the products that we provide, just call our customer support & care helpline on where one of our customer service representatives will be happy to help you. Lines are open during office hours 9am – 5pm.

We trust that you will not have reason to complain about our products and services but if you do then we shall endeavour to process your complaint in a manner which in fair, confidential and effective.

If you wish to complain we would request that you do so by email as this is the most speedy way to document and respond to you. We will respond to your complaint within 5 working days.

How to use this shop

You can order any of our products online using our secure shopping facilities. Using the links that appear at the right of the screen, simply select a product range, then choose an item from the list by clicking the image.

You will then see a screen where you can enter the desired quantity of product, after which you simply click on the ‘Buy Now’ buttons and the item will be added to your shopping basket. When you have completed, simply click ‘Checkout’ to process the order. For a full list of items that you have ordered you can click on the link ‘Basket’ at any time and here you can also choose to remove any of the items from your order (by clicking the X symbol to the left of the item), then proceed with your order by filling in all of the relevant details at the checkout, making sure you include your credit/debit card information along with your name and address.

A valid email address must be entered as you will be emailed your confirmation and order number which must be quoted in any correspondence.

Only once you click the ‘Place Order’ button will your order be placed with us.

Privacy Statement

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.

We collect information about you for 2 reasons:

  • to process your order
  • to provide you with the best possible service

We will not e-mail you in the future unless you have given us your consent and we will give you the chance to refuse any marketing e-mail from us or from another trader in the future.

The type of information we will collect about you includes :

  • your name
  • address
  • phone number
  • e-mail address
  • credit/debit card details

We will never collect sensitive information about you without your explicit consent and the information we do hold will be accurate and up to date. You can check the information that we hold about you by contacting us. If you find any inaccuracies we will delete or correct it promptly. All information entered in our secure area is made secure using a LINUX hosted Secure Socket Layer with 64 bit encryption.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a “cookie” which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you sign up to become a member cookies will need to be used to enable the software to calculate the discount on your order.

Security Guarantee

Shopping with The Hot Tub Shop is totally safe,100% guaranteed. We understand that shopping online can feel risky and uncertain. How can you be sure that someone out there with a computer can’t intercept your credit card numbers?

You can be sure, because your credit card security is our highest priority. In fact, our shopping system is so safe that in the highly unlikely event of credit card fraud, we will reimburse the first £20 of your loss. Since, legally, the credit card issuer must repay the rest, no matter what happens, you will not be held responsible for any fraudulent credit card charges.

All information entered in our secure area is made secure using a LINUX hosted Secure Socket Layer with 64 bit encryption. So really there’s no risk. In fact, shopping online is statistically far safer than using your credit card at a restaurant or department store. We’re sure you’ll find yourself appreciating the cost savings and convenience of shopping at home in no time at all.