Customer Service

 

Shipping & Delivery

Providing the Hot tub / Spa of your choice is in stock we can normally deliver to you in Essex within 2-3 days if the Item is not in stock (maybe not in your choice colour) the a typical lead time can be around 5-8 weeks sometimes sooner This can depend on the Current status of any deliveries due in to us from the Manufacturer.

We always suggest contacting our sales office prior to making your purchase online. If making a purchase from anywhere else in the UK on specified Hot tubs available for UK delivery this information above can also apply Privacy & Security All Transactions made though any of our websites are always taken seriously and kept confidential at all times. Shopping with us is 100% safe and secure at all times.

Returns & Replacements

We can only accept Returns for valid reasons due to a major fault occuring at the time of purhase,(This very rarely happens!) This would have to be a seroius defect at the time of manufacture.We can always offer replacement parts where needed or a replacement unit if the fault cannot be rectified. Please note we can not swap units etc after 7 days as this we feel is unacceptable. We can also not replace anything free of charge if something has been damaged on the Hot tub/ Spa that is not the fault of the unit itself.

Ordering

Ordering is easy ! Either you can pay by Credit / Debit card at the Showroom once you have decided on your dream purchase or by telephone ( This is all done under the strictest of privacy and all card details are always destroyed once the payment has been taken) Alternatively you may be want to purchase through our shopping cart on the Website again this is all 100% private and confidential and secure.

Payment, Pricing & Promotions

We accept most major credit cards and debit cards along with offering bank transfer if prefered.From Time to time we may offer some promotions and pricing is always kept to a minimum as we want to remain by far the best deal around ! If you can find the same product for less please advise us and we may be able to make you an offer you simply cannot afford to refuse

Troubleshooting

Symptoms	Cause	Solution
Cloudy water	Excessive organic contaminants or lack of sanitizer	Shock treat with non-chlorine shock and adjust sanitizer level
	Dissolved chemical solids	Use clarifier to help remove small particles
	pH balance or total alkalinity is incorrect	Test total alkalinity and pH. Correct with pH increaser or pH decreaser.
	Calcium too high (hard water)	Use a sequestering agent weekly. Replace some water with softer water.
	Dirty filter	Clean filter with filter cartridge cleaner.
Chalky, white scale deposits	Mineral deposits in water	Use a sequestering agent. Check water balance and adjust as necessary.
Clear green water	High iron or copper content	Use a sequestering agent
Cloudy green water	Low alkalinity level	Use pH increaser
	low sanitizer level	Test sanitizer level, shock with non-chlorine shock
Brown water	High iron or manganese level	Use a sequestering agent
Chlorine odor	Chloramines (combined chlorine level) is high.	Shock with non-chlorine shock
Eye/skin irritation	Organic contaminants, chloramines, or pH out of balance	Shock with non-chlorine shock. Test and adjust pH level.
Foaming	High concentration of chemicals due to evaporation and build-up of body oils, cosmetics and other contaminants	Use foam reducer. Shock treat with non-chlorine shock. Use enzyme reducer weekly as part of regular maintenance
Pitting of metal fixtures	pH too low	Test and adjust pH and total alkalinity by adding pH up.
	Total alkalinity too low

 

Nothing on the spa operates

1. 1. Check the control panel display for any messages. If there is a message, refer to the diagnostic section on that model spa.There you will find the meaning of the message and what action is to be taken.
2. If there is no message on your control panel, check and reset the house breaker
3. If the spa does not respond, contact us straight away.

Pump(s) do not operate

Press the Jets button on your control panel.

If you hear the pumps trying to operate:

A. Check that all the slice valves are open.
B. Pump may need to be primed.
C. Check that the air controls are open.
If you do not hear anything from the pump, contact your local service company.

Poor jet performance

1. Make sure pump is operating.
2. Check that the water level is adequate (up to minimum safe water level side).
3. Make sure the jets are open and the air controls are open.
4. Check for dirty filters. Clean if necessary.

Spa not heating

* If the spas heater has failed, the majority of the time it will trip the breaker. If the spa is not heating and has not tripped the breaker, please follow these steps:

1. Check the control panel for diagnostic messages. (Refer to your spa models diagnostic message area in the owners manual.) Follow steps to alleviate message.
2. Check water set temperature at control panel.
3. Check for dirty filters. Clean if necessary.
4. Check heat mode the spa is set in. Spa should be in standard mode.
5. Check the control panel for heater light indicator and/or thermometer icon. If the light is on or the indicator icon is moving, the spa should be heating. Wait a reasonable amount of time (approximately 1 hour) to see if the water temperature is changing.
6. Check to make sure that the pump is primed and all slice valves are open.
7. Reset power to the spa / Hot tub
8. If spa is still not heating, contact your dealer for service.

 

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