PRICES & SUPPLY OF GOODS

All prices quoted are in UK POUNDS (GBP) and include VAT at 20% or at any prevailing rate at the time of purchase. Any prices which may be shown from time to time in other currencies are estimates only; the prevailing charge is always based on the GBP price. Due to periodic fluctuations in our supplier prices, we must reserve the right to change our advertised price or the description attached for any product (including carriage) without notice.

The price you pay for your goods is the price advertised when you place your order, errors and omissions excepted.

We always endeavour to ensure that the content of our website is accurate and current, however, if a product is shown on the web site but is not available or is incorrectly priced or otherwise incorrectly described, Alfresco Life Ltd shall not be obliged to sell you that product.

All orders for products are subject to availability and Alfresco Life Ltd reserves the right to refuse to supply to any individual or company for whatever reason.

SECURITY

We offer secure online ordering to ensure your financial safety and make online purchasing convenient and worry-free. We never copy your card details, store them in any other location or write them down.

Despite the rigorous safeguards in place, we understand that some customers do not feel comfortable ordering online. For this reason, we provide a local call rate phone number, 01260 281491, for you to place an order over the telephone with a Alfresco Life Ltd customer service representative. All telephone orders are subject to these terms and conditions and will be treated in the same manner as if placed on-line.

PAYMENT OPTIONS

We accept Visa, MasterCard, Maestro, Debit and Amex. Cheques are accepted on orders received via mail but orders are not despatched until cleared funds have reached our bank account. Payment by cheque can be a long process as we need to wait 6 working days from when banking the cheque before we can categorically confirm that your cheque has cleared. If you wish to pay by bank transfer, this can be arranged by calling customer services.

Payment for all goods is due with order.

CANCELLATION POLICY

For all filter, chemical and accessory orders you must notify us, in writing by letter or email that you wish to cancel the order within seven working days after the day on which you received the goods. You must keep a copy of your notice of cancellation such as a certificate of posting or confirmation of email. The goods must then be returned to us and in accordance within our Returns Policy.

For non-stock, special order items such as replacement gazebos, saunas and accessories orders that are manufactured to order, you have the right to cancel within 24 hours of placing your order and receiving our emailed invoice. You must notify us, in writing by letter or email that you wish to cancel the order. You must keep a copy of your notice of cancellation such as a certificate of posting or confirmation of email. If we do not receive notice from you that you wish to cancel the order then you are contractually bound to accept the order and you cannot return the goods unless they are faulty.

For telephone orders and where a deposit is taken for a non-stock, special order item the above conditions still apply and you must pay the balance of the goods upon our notification to you of a delivery date.

SEE ADDITIONAL INFORMATION FOR SPECIAL ORDERS BELOW

REFUNDS ON CANCELLATION

If an order is cancelled within either the seven day or 24 hour periods defined above then you will be due a full refund of any monies paid. You will be contacted, by phone, to arrange the refund and within 30 days of your cancellation of the order.

DAMAGED & FAULTY GOODS RETURNS POLICY

It is essential that you inspect your goods immediately upon delivery. If goods delivered are DAMAGED you must clearly state ‘DAMAGED’ when ACCEPTING & SIGNING FOR THE DELIVERY; qualifications such as ‘NOT INSPECTED/CHECKED’ are not acceptable by the carrier. Faulty, missing or incorrect items must be advised to us as soon as possible, and certainly within seven days from the date of delivery.

If you notify us of a problem with your goods, we will either make good any shortage; replace any goods that are found to be damaged or defective upon delivery; or refund the amount paid by you for the goods in question.

We will not be liable to you for any loss of profits, administrative inconvenience, disappointment, indirect or consequential loss or damage arising out of any problem in relation to the goods and we shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions. This does not affect your statutory Consumer Rights.

RETURNS PROCEDURE

Contact us in writing, by letter or email before you attempt to return any items to us.

Once your goods have been received we will refund the appropriate amount onto the card you used to place your order in line with our specified terms.

RETURNING GOODS BECAUSE YOU CHANGED YOUR MIND

If you change your mind about your order we accept returns (except for non-stock, special order items such as replacement gazebos, saunas and other items that are Special Order or manufactured to order) as long as the following conditions are met:

You MUST contact us in WRITING within 7 working days starting with the day after the delivery date.

The goods are returned in their original undamaged packaging, with all parts in original condition.

It is your responsibility absolutely to ensure that goods are returned in appropriate protective packaging. If goods are damaged due to inappropriate packaging it will not be possible to process your refund.

In the case of hot tub filters, please ensure that they are correct BEFORE any wrapping is removed. It will not be possible for hygiene reasons to exchange or provide a refund for filters in the case that the packaging has been removed.

DELIVERY CHARGES FOR RETURNS

Faulty or incorrectly delivered goods will be replaced free of charge and the cost of you returning the goods to us will be refunded.

If the goods are not faulty and we have delivered the item/s you selected then you will be responsible for the cost of freight to return them to us.

If you use Royal Mail to return non-chemical items please obtain a proof of posting since we will need to see this should the goods not arrive.

RETURN OF CHEMICAL ITEMS

If you wish to return chemical items you must use a courier service as Royal Mail will not accept their carriage through their system. If you request us to do so, we will arrange for our courier to collect your goods. Goods will be collected from an agreed address between 8:30 and 5:30 on an agreed day (please note that we cannot specify an exact time for collection).

DELIVERY OPTIONS & PRICES

See Relevant section.

AVAILABILITY OF STOCK

We endeavour to hold a large and comprehensive amount of stock. Delivery is generally made within the following timescales:

Filters, Chemicals, Accessories and other Consumables

Most will be despatched within 24 hours, but occasionally orders may take up to 10 days.

DELIVERY PROCEDURE

We need your telephone number in case there is either a problem with processing your payment or a problem with locating your address on delivery. If goods are returned to us because our courier cannot locate your property and you have not given us a telephone number to enable us to contact you, then you will be responsible for the direct cost of that return and also for the additional cost of resending the goods to you.

Spa Accessories, Chemicals and other Consumables:

We generally use a courier parcel delivery service. Our courier will only deliver on week-days and they are unable to leave items without a signature, unless you instruct them to do so via the check-out page of our web site. If you instruct us to request our courier to leave your goods without signature, the responsibility falls on you to ensure a safe delivery place. We will not be held responsible for lost items if your delivery instructions have been passed to our courier and the goods have been left where you requested.

If they are not requested to leave the parcel without a signature and you are not at home when they attempt to deliver, our courier will leave a card and, by default, attempt re-delivery on the next working day. If you telephone the number on the card you can arrange for the parcel to be re-delivered on a different day or to collect the parcel from their local depot. The courier will normally only keep parcels for five working days before returning them to us, so please don’t order just before you are due to go away for an extended period. If a parcel is returned to us by our courier because they were unable to get a signature you will be responsible for the cost of that return and also for the additional cost of resending the goods to you.

PRIVACY POLICY

When you place an order, we need to know certain information in order to enable us to process the dispatch of your goods; such information includes, your name, e-mail address, delivery address, contact telephone number, credit or debit card number, CVV code and expiry date. This will allow us to process and fulfil your orders and to notify you of your order status.

When you place an order, our secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, as required by the UK Data Protection Act 1984, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you.

We ask for your telephone number in case there is either a problem with processing your payment or a problem with locating your address on delivery. If you choose not to give us your telephone number then we may not be able to process your order.

Alfresco Life Ltd does not sell, trade or rent your personal information to any other third party. We do, however, occasionally use the information to inform our customers of any special offers, sales, special events and price alterations, unless you advise us that you prefer us not to do so via our website check-out page or via email.

NON-STOCK – SPECIAL ORDER ITEMS

AGREEMENT TO DIFFER TERMS OF BUSINESS

We are legally obliged to provide you with this information which was updated on 24th August 2008. Government advice is that you print this and retain it. Your basket is at the end of the page.

Under the DSR (Distance Selling Regulations) consumers are generally afforded the ability to return goods once they have had an opportunity to see them as if they were purchasing them in a retail store. The normal time constraint is 7 working days commencing the day after you receive the goods. In certain circumstances your rights to do so are taken away; one such example is the supply of ‘bespoke’ goods & ‘special order’ items – in other words goods which are made/obtained specifically for you.

You have asked us to supply goods which fall into this category.

By ordering these goods you are wavering your rights in respect of the DSR to return the item on the basis that you have simply ‘changed your mind’ or discover you have ‘ordered the wrong item(s)’ once you receive your order. If the item is faulty you still have the same rights as you would have when ordering ‘stock items’

We want you to fully understand the basis of this prior to ordering the item(s).

A further factor is the acceptable delivery period for SPECIAL ORDER ITEMS. Under the DSR, we are obliged to ensure that your order is fulfilled within 30 days; unless we agree different terms. In the case of SPECIAL ORDER ITEMS whilst we always strive to provide a speedy delivery period; time ‘is not the essence of the Contract’. We shall advise you via email once we have established the approximate delivery estimate of your item(s) and you then have 24 hours in which to cancel your order, unless you confirm it sooner.