Term and Conditions

1. Website Usage

Our website is designed to provide premium hot tubs, accessories, and maintenance products to enhance your relaxation experience.

1.1 Eligibility

You must be at least 18 years old and have the legal capacity to enter into binding contracts to use our services and make purchases.

1.2 Account Registration

While not required for browsing, creating an account allows you to:

• Save your preferences and shopping cart
• Track your orders
• Access your purchase history
• Streamline future purchases

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

2. Products and Services

SoakSense Shop specializes in high-quality hot tubs and maintenance products, including:

• Aromatherapy products
• Automatic covers & gazebos
• Water treatment chemicals (bromine, chlorine, clarifiers)
• Cleaning tools and equipment
• Filters and maintenance products
• Hot tub covers and accessories

2.1 Product Information

We strive to provide accurate product descriptions, images, and specifications. However, slight variations may occur, and we cannot guarantee that your computer monitor’s display of colors will exactly match the product.

2.2 Product Availability

All orders are subject to product availability. If an item is out of stock, we will notify you and provide options for replacement or cancellation.

3. Orders and Payment

3.1 Order Process

Placing an item in your cart does not reserve that item. Orders are only confirmed once payment is received and processed.

3.2 Pricing

All prices are displayed in British Pounds (£) and include VAT where applicable. We reserve the right to adjust prices at any time, but changes will not affect orders already placed.

3.3 Payment Methods

We accept the following payment methods:

• Visa
• MasterCard
• JCB
• PayPal

All payments are processed securely through encrypted systems. We do not store your complete payment card details on our servers.

3.4 Order Confirmation

After placing an order, you will receive an email confirmation with your order details. Please review this information carefully and contact us immediately if any details are incorrect.

4. Shipping and Delivery

4.1 Processing Time

Orders are processed within 1-2 business days after payment confirmation.

4.2 Shipping Methods

We offer two shipping options:

• Standard Shipping: £12.95 via DHL or FedEx. Delivery within 10-15 business days after dispatch.
• Free Shipping: Available for orders over £50 via EMS. Delivery within 15-25 business days after dispatch.

4.3 Delivery Areas

We ship globally to most regions, excluding Asia and some remote areas. Delivery times may vary depending on your location and customs processing.

4.4 Tracking

You will receive a tracking number once your order has been dispatched. Please use this to monitor your shipment’s progress.

4.5 Delivery Issues

If you encounter any issues with delivery, please contact us immediately. You are responsible for providing accurate shipping information. Additional charges may apply for redirected shipments due to incorrect addresses.

5. Returns and Refunds

5.1 Return Policy

We want you to be completely satisfied with your purchase. If you are not satisfied, we offer a hassle-free returns and exchanges process within 15 days of receipt.

5.2 Eligibility for Returns

To be eligible for a return or exchange, the item must be:

• New and unused
• In its original packaging with all tags and documentation intact
• Returned within 15 days of receipt

5.3 Non-Returnable Items

For health, safety, and hygiene reasons, the following product categories are FINAL SALE and cannot be returned or exchanged:

• Chemicals: Bromine, Chlorine, Clarifiers, No Scale & No Foam products, Cleaners
• Opened or Used Products: Any opened cleaning tools, filters, or floating dispensers

5.4 Return Process

To initiate a return or exchange:

1. Contact our customer service team at [email protected] within 15 days of receiving your order
2. Provide your order number and details about the product you wish to return
3. We will provide you with a Returns Authorisation (RA) number and instructions
4. Carefully pack the item in its original packaging with all documentation
5. Ship the item to the address we provide using a trackable service

5.5 Refund Processing

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5 business days to your original payment method. Depending on your card issuer, it may take 5-10 business days for the refund to appear on your statement.

5.6 Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong or defective item). Original shipping costs are non-refundable.

6. User Responsibilities

6.1 Accurate Information

You are responsible for providing accurate and complete information when creating an account and placing orders, including correct shipping address and contact details.

6.2 Product Use

You are responsible for:

• Reading and following all product instructions and safety guidelines
• Using products only for their intended purposes
• Proper storage and handling of chemicals and other products
• Ensuring that your hot tub and accessories are installed and maintained correctly

6.3 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

6.4 Compliance with Laws

You are responsible for complying with all local laws and regulations regarding the purchase, use, and disposal of our products.

7. Intellectual Property

7.1 Website Content

All content on this website, including text, graphics, logos, images, and software, is the property of SoakSense Shop or its content suppliers and is protected by international copyright laws.

7.2 Trademarks

“SoakSense Shop” and our logo are trademarks of our company. You may not use these marks without our prior written permission.

7.3 License

We grant you a limited, non-exclusive, non-transferable license to access and make personal use of this website. This license does not include any resale or commercial use of the site or its contents.

8. Limitation of Liability

8.1 Product Liability

SoakSense Shop shall not be liable for any damages resulting from:

• Misuse or improper installation of products
• Failure to follow product instructions and safety guidelines
• Unauthorized modifications or repairs to products
• Use of products with incompatible equipment

8.2 Website Availability

We strive to keep our website available 24/7 but cannot guarantee uninterrupted access. We are not liable for any losses resulting from website unavailability.

8.3 Content Accuracy

While we endeavor to provide accurate information, we cannot guarantee that all content on our website is entirely accurate, complete, or current.

8.4 Maximum Liability

Our total liability to you for any claim related to these terms or your use of our website and products shall not exceed the total amount you paid for the products in question.

9. Privacy

Your privacy is important to us. Please refer to our separate Privacy Policy for detailed information on how we collect, use, and protect your personal data.

10. Changes to Terms

We reserve the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website after changes are posted constitutes your acceptance of the modified terms.

11. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes relating to these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact Information