Shipping policy

Shipping & Delivery Policy

Last Updated: 12 October 2026

1. Delivery & Service

  • Delivery & Positioning: Our team unloads the tub and uses specialist equipment (spa sleds/dollies) to move it to your designated garden or patio base.

 

2. Delivery & Positioning Requirements

  • Access Requirements: Customers must ensure a clear, unobstructed path from the delivery vehicle to the final installation site. A minimum clearance of 0.9m–1.15m in width and 2.2m in height is required.

 

  • Failed Delivery Fee: If our delivery team arrives and is unable to site the hot tub due to incorrect measurements, undisclosed obstacles, or inadequate access, a failed delivery charge of £600 will apply to cover transport, staffing, and re-routing costs.

 

  • Specialist Lifting / Cranes: If access is restricted by walls, fences, or narrow passages requiring overhead lifting, any crane or HIAB hire costs are strictly the sole responsibility of the buyer. These must be arranged independently or quoted prior to the delivery date.

 

3. Full Delivery, Installation & Commissioning

Our full-service white-glove package covers end-to-end setup:

 

  • Physical transport and positioning of the spa onto your prepared base.

 

  • Complete unwrapping, removal of transit packaging, and installation of purchased accessories (steps, handrails, cover lifters).

 

  • Connection to your pre-installed, certified electrical supply (plugging in 13A units or wiring into a 32A+ isolator switch prepared by a qualified electrician).

 

4. Shipping Fees & Geographic Coverage

  • Free Shipping: Standard kerbside and delivery/positioning options include Free Shipping across Mainland UK.
  • Offshore & Remote Surcharges: Additional freight surcharges apply for deliveries to the Scottish Highlands, offshore islands, Northern Ireland, Isle of Wight, and the Channel Islands. Contact customer support for a custom transport quote.

 

5. Exclusions & Customer Responsibilities

The following items and preparations are strictly excluded from our delivery services and remain the customer’s responsibility:


  • Ground Base Preparation: Providing a structurally sound, level, concrete pad, reinforced decking, or dedicated hardstanding capable of supporting the full weight of the filled spa (1,500kg–2,500kg+).

 

  • Electrical Mains Wiring: Standard delivery crews cannot alter your home’s fixed electrical wiring. A certified electrician must install an IP-rated outdoor waterproof socket or dedicated RCD isolator switch prior to arrival.

 

  • Removal of Household Obstacles: Clearing fences, gates, outdoor furniture, overhead wires, or tree branches along the delivery path.

 

  • Disposal of Packaging (where applicable): Disposal of heavy pallet bases unless explicit packaging removal was included in your selected service tier.