Terms & Conditions

Deposits

Please note all hot tub deposits are non-refundable after 14 days. Your deposit secures your order / hot tub from the factory or store.

Full Maintenance Plan (Serenity Hot Tub Ltd Purchases Only)

This Plan costs £375.00.

This service provides 12 months of parts and labour and one full service, so that if your hot tub goes wrong, we’ll fix it providing its not down to customer misuse or negligence.

Parts covered in the plan:

  • Unlimited repairs
  • Pump and seal leaks
  • Burned out / Faulty motor or circuit boards
  • Thermostat issues
  • Heater elements
  • Blowers
  • Faulty Touch pads
  • Under water Lighting
  • We only cover the main components of any hot tub with these plans.

What’s not included:

  • New filters
  • Parts damaged due to poor chemical management by the customer
  • Hot Tub Covers
  • Cover Lifters
  • Air Locks
  • Issues caused by electrical connection

For more information about this, please call or email us and we will come back to you within 48 hours.

After you contact us with any issues we will try to sort out any basic known issues over the phone within 24 hours, if we can’t resolve the problem we will come to visit you within 7 days with the aim to fix your hot tub.

If parts are needed that we don’t have in stock, we will order the parts needed and aim to have your hot tub fixed within 21 days. This is provided there is no delay in parts.

HOT TUB ELECTRICAL INSTALLATION GUIDELINES

Customers are responsible for having the electrical requirements in place prior to the hot tub delivery. The electrical works must be carried out by a ‘competent person’ and meet the legal requirements.

Most hot tubs require at least a 13AMP supply with larger hot tubs requiring a 32AMP supply. We can liaise with your electrical contractor regarding the exact specification for your Hot Tub.

13 AMP ELECTRICAL REQUIREMENTS

The electrical requirements for the 13AMP plug-and-play Hot Tubs are the simplest to complete. The 13AMP Hot Tubs simply plug into a standard domestic power supply so all you need for the 13AMP Hot Tubs is an outdoor waterproof plug socket with RCD protection. We will provide up to 5 metres of cable and a plug to plug into the socket you have provided.

32 AMP ELECTRICAL REQUIREMENTS

For a 32AMP hot tub, a minimum of 6mm² 3-core SWA cable is needed depending on the distance of the cable run. Your electrician will be able to advise what is most suitable.

The electric supply must be installed by a qualified electrician. You will require a 32A C-type breaker installing in your home distribution board and a minimum of 6mm armoured cable (check you’re your electrician) running from the supply to an external IP 65 rated rotary isolator fixed 2 metres away from the spa in order for the hot tub to be isolated outdoors in an emergency or for service work.

This is simply a rotary on/off switch. Out of the isolator you must leave at least 5 metres of cable (the extra-long ‘tail’ is to ensure the perfect positioning of the hot tub. To connect into the Hot Tub control system our engineers will use that cable to connect to the spa.

The installation team will NOT fit a cable into an isolator switch or consumer unit under any circumstances, please do not ask them to do this.

Chemicals

Chemical balancing must be kept under control. When adding chemicals you must leave your hot tub cover off for 30-45 minutes. This is to ensure that gasses produced from the chemicals can escape.

All chemicals must be pre-mixed before being added to the hot tub water or added to water at least 25 degrees or above.

  • Spa Covers: Spa covers are warranted to be free of defects in materials and workmanship for a period of two (2) years on vinyl and one (1) year on foam core.
  • Spa Accessories: The spa accessories are warranted by the accessory manufacturer and are specifically excluded. Please see the respective product manufacturer’s warranty for details.

The following applies to all of the warranties listed above:
Extent of this warranty

This warranty is non-transferable and only the original purchaser of the Spa may rely on it. This warranty begins on the date of delivery of the Spa, but in no event later than one year from the date of purchase. This warranty terminates immediately if prior to the expiration of the relevant warranty period the following occurs:

  • Any transfer of Spa ownership;
  • If the Spa is installed or relocated outside the boundaries of the original country of purchase; and/or
  • If the Spa was purchased in the EU and the Spa is installed or relocated outside the EU.

Limitations on this warranty

Except as described above, this warranty does not cover defects or damage to your spa due to:

  • Normal wear and tear;
  • Improper installation;
  • Alteration without prior written consent from us (alteration includes but is not limited to any component or plumbing change, or electrical conversion);
  • Accidents or acts of God;
  • Misuse or abuse;
  • Commercial or industrial use;
  • Use of an accessory not approved by us;
  • Failure to follow the Manufacturer’s Pre-Delivery Instructions or Owner’s Manual;
    and/or
  • Any repairs/installations made or attempted by anyone other than our authorized representatives.

Please contact us for a list of manufacturer approved accessories.

Disclaimers
Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any losses that: (a) were not foreseeable to you at the time you purchased the Spa; or are business losses or would be considered as losses to non-consumers.

Our obligation to you
We will repair any defects in your Spa which are covered by this warranty unless in our reasonable opinion we determine that you have not complied with the terms of this warranty. Except as described in this warranty, you will not be charged for parts and/or any labour necessary to repair the spa for defects which are covered by this warranty.

Please be aware that you may be charge a repair person travel/service charge that is not stated or covered by this warranty. Please contact us for more information regarding any such charges.

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