Our Delivery Policies
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Standard Home Deliveries
1. Third-Party Freight Company:
- Role of Spa Marketplace: Spa Marketplace acts as a facilitator for the delivery process
by coordinating with a third-party freight company. They collect payment for the delivery
but do not directly handle the delivery themselves. - Contractual Agreement: The actual delivery contract is between the customer and the
freight company. This means any issues or disputes regarding delivery should be
addressed with the freight company, not Spa Marketplace.
Key Info
- Your delivery date is not refundable if it has to be changed.
- Once the delivery slip is signed, no damage claims will be accepted.
- The freight company will not remove the wood pallet and product packaging from the delivery site.
- It is the customer’s responsibility to ensure that the delivery route is accessible and free of obstacles.
2. Responsibility and Liability
- Damage Liability: Spa Marketplace is not liable for any damages that occur during the delivery process. This includes damages to the spa or the customer’s property.
- Insurance Requirement: Customers are advised to have appropriate insurance coverage to protect against potential damages during delivery. This ensures that any losses or damages can be claimed through the insurance.
3. Cancellation Policy
- Non-Cancellable Space: Once a customer agrees to a delivery date, the space on the delivery truck is reserved specifically for them. This reservation cannot be cancelled.
- Financial Liability: If a customer cancels the delivery after agreeing to the date, they are responsible for paying the delivery fee as stated on their invoice. This fee covers the cost of reserving the space on the truck.
4. Access Requirements
- Customer’s Responsibility: It is the customer’s responsibility to ensure that the delivery route is accessible and free of obstacles. This includes measuring the route and ensuring there is enough clearance for the spa to be delivered safely.
- Safety and Damage Concerns: The freight company will not place the spa in a location if it is deemed unsafe or if it could cause damage to the property or the spa itself. Customers must ensure the delivery route is clear and safe.
5. Inspection and Damage Claims
- Inspection Upon Delivery: Customers should request the freight company to unwrap the spa upon delivery for inspection. Any damages should be noted on the delivery slip before signing.
- No Post-Signature Claims: Once the delivery slip is signed, indicating that the goods are received in good order and condition, no damage claims will be accepted. This emphasizes the importance of inspecting the spa before signing.
6. Delivery Conditions
- Sealed Roads Only: Deliveries are only made on sealed roads. If the delivery truck cannot access the property via a sealed road, the spa will be returned to the warehouse.
- Additional Fees: If the spa is returned due to inaccessible roads, the customer will be liable for both the initial delivery fee and the return delivery fees. This ensures that the customer is aware of the importance of having a sealed road for delivery.
7. Preparation for Delivery
- Measurement and Clearance: Customers need to measure the delivery route and ensure it is clear and solid enough to handle the spa’s weight. This includes considering gate heights, widths, overhanging gutters, downpipes, air-conditioners, trees, and other obstacles.
- Delivery Tools: The spa will be delivered using a slide board or trolleys. Customers should allow additional clearance for these tools (33cm in height for trolleys and 10cm in width for safe clearance).
- Debris-Free Route: The delivery route should be free of debris to prevent scratching the spa or flooring. The freight company is not responsible for damages caused by debris.
8. Communication and Scheduling
- Confirmation Text: Customers will receive a text message the evening before delivery to confirm the delivery time window. They must reply to this text to confirm the delivery.
- Delivery Refusal: If the customer refuses to take delivery or if the delivery cannot be completed, the spa will be returned to the warehouse. The customer will be liable for the initial delivery fee, return delivery fees, and any re-delivery fees.
9. Refund Policy
- No Refunds: Spa Marketplace does not offer refunds for any delivery charges under any circumstances. This policy is in place to ensure that customers are aware of the non-refundable nature of delivery fees.
Additional Details
- Unwrapping for Inspection: Customers must request the freight company to unwrap the spa for inspection upon delivery. Any damages should be noted on the delivery slip.
- Packaging and Pallet Removal: The freight company will not remove the wood pallet and product packaging from the delivery site.
- Delivery Route Considerations: Customers should ensure the delivery route is free of debris and solid enough to handle the spa’s weight. The route should also be free of steps and raised areas.
- Alternate Delivery Arrangements: If the spa cannot be delivered to the final location, the freight company will leave it in the next best possible location and may require additional manpower or obstacle removal for completion.
If you have any specific questions or need further clarification on any part of these terms and conditions, feel free to our customer support team!
Non- Standard Home Deliveries
1. Third-Party Freight Company:
- All non-standard home deliveries are managed by a third-party freight company. This means that the delivery contract is directly between the customer and the freight company.
- Although Spa Marketplace may take payment for the delivery, this does not constitute a delivery contract between Spa Marketplace and the customer. The contract is solely between the customer and the freight company.
- Spa Marketplace is not responsible for any damages caused by the freight company. By accepting these terms, customers release Spa Marketplace from any liability for damage to property or the spa during delivery.
Key Info
- Non-standard home deliveries involve higher risks compared to standard deliveries.
- Customers are required to sign a release for damage to property form before the goods leave Spa Marketplace’s warehouse.
- Deliveries occur between 6 am to 9 pm. Customers must accept delivery at the requested time.
2. Responsibility and Liability:
- It is the customer’s responsibility to ensure that appropriate insurance is in place before the delivery takes place. This insurance should cover any potential damages that may occur during the delivery process.
- Spa Marketplace will not be held responsible for any damages to property or the spa that occur during delivery. The customer assumes all risk and liability once the delivery process begins.
3. Cancellation Policy:
- Once a delivery date or estimated loading date is agreed upon and confirmed by the customer, the space on the truck is allocated specifically for that delivery and cannot be canceled.
- If the customer cancels the allocated space after confirming the delivery date, they will be liable for the delivery fee charged or listed on the invoice. This fee covers the cost of reserving the space on the truck and any logistical arrangements made.
4. Access and Placement:
- Customers must ensure that the contracted freight company has the required access to deliver the spa to the final location chosen by the customer. This includes ensuring that there are no obstacles or restrictions that would prevent the delivery.
- Spa Marketplace and the freight company are not responsible if the spa cannot be placed in the desired location due to access issues or safety concerns. It is the customer’s responsibility to provide accurate information about the delivery location and any potential obstacles.
- The freight company will not place the spa in a final location if it is deemed unsafe or if it could cause damage to property or the spa itself. If the spa needs
to have part or all of its protective packaging removed to complete the delivery,
the liability for any damage to the spa and property passes to the customer.
5. Risk and Damage:
- Non-standard home deliveries involve higher risks compared to standard deliveries. These risks may include navigating steps, moving the spa through the inside of a house, or other challenging delivery scenarios.
- Customers are required to sign a release for damage to property form before the goods leave Spa Marketplace’s warehouse. This form acknowledges the increased risk and releases Spa Marketplace from liability for any damages that may occur during the delivery.
- Before signing for the goods, customers must request the freight company to unwrap the products for inspection. Any damage must be noted on the delivery slip at the time of delivery. This ensures that any issues are documented and can be addressed immediately.
- No damage claims will be recognized after the customer has signed for the goods as being received in good order and condition. If the customer chooses not to unwrap the products for inspection, they assume liability for any damages found once the products are unwrapped.
- The freight company will not remove the wood pallet and product packaging from the customer’s site. It is the customer’s responsibility to dispose of these materials.
6. Road Access:
- All non-standard home deliveries are made on sealed roads only. The delivery truck will not travel on an unsealed road to reach the customer’s property.
- If the freight company cannot access the property via a sealed road, the spa will be returned to Spa Marketplace’s warehouse. The customer will be liable for the initial delivery fee as well as the return delivery fees.
- In such cases, the customer will need to make other arrangements to collect the spa from Spa Marketplace’s warehouse once it has been returned. This may involve arranging for a different delivery method or picking up the spa personally.
7. Delivery Confirmation:
- Customers will receive a text message the evening prior to the delivery date, confirming the delivery time window. This message provides the customer with the expected delivery time and allows them to prepare for the arrival.
- Customers must reply to this text message to confirm the delivery. Failure to reply may result in the cancellation of the delivery, and the customer will be charged the delivery fee. This ensures that the delivery schedule is confirmed and that the customer is available to receive the spa.
- If given an estimated loading date, customers will receive a text message notifying them when the spa is loaded onto a truck. This message provides an update on the delivery status and helps the customer track the progress of their
order. - The freight company will contact the customer with an estimated delivery day as they get closer to the customer’s location. Depending on the location, the delivery could arrive the same day or take up to two weeks. This variability depends on the distance and logistical considerations.
- Standard home delivery times are between 6am to 9pm. Customers must accept delivery on the day and time window requested by the freight company. If the customer refuses to take delivery on the requested day or time window, the spa will be returned to Spa Marketplace’s warehouse, and the customer will be liable for the initial delivery fee, return delivery fees, and any re-delivery fees if they choose to have the spa re-delivered.
8. Refund Policy:
- Under no circumstances will Spa Marketplace refund any delivery charges. This policy is in place to cover the costs associated with arranging and executing the delivery, regardless of any issues that may arise.
If you need any further details or have additional questions, feel free to contact customer support!
Customer Collection
Collection Schedule
- Availability: Customer collections are available from Monday to Friday, between 9am and 3pm. This schedule ensures that collections are managed during regular business hours.
- Notice Requirement: A 48-hour notice is required before you can collect your spa. This advance notice allows the company to prepare your order, ensuring that it is ready for pickup when you arrive.
Key Info
- Customer collections are available from Monday to Friday, between 9am and 3pm.
- A 48-hour notice is required before you can collect your spa.
- Ensure that you can move the spa from your vehicle to its final location and fill it with water immediately upon arrival. This step is crucial to prevent heat damage.
Spa Handling and Transport
- Spa Positioning: The spa will be upright on a pallet when you collect it. This positioning helps in maintaining the spa’s structural integrity during transport.
- Heat Damage Considerations:
- Acrylic, Jets, and Plastic Fittings: The spa’s acrylic, jets, and plastic fittings are susceptible to heat damage. It is important to consider this when planning your transport.
- Immediate Placement and Filling: Ensure that you can move the spa from your vehicle to its final location and fill it with water immediately upon arrival. This step is crucial to prevent heat damage.
- Avoiding Heat Exposure: Do not leave the spa sitting on a vehicle or exposed to heat without being filled with water. The packaging will not protect the spa from heat damage, even if it is in a covered area. Heat exposure can cause significant damage to the spa’s components.
Inspection and Responsibility
- Inspection at Collection: You are responsible for inspecting the spa for any damage when you collect it from the warehouse. This inspection should be thorough to identify any potential issues before transport.
- Post-Collection Responsibility: Once the spa leaves the warehouse, the company will not be held responsible for any damages. This includes:
- Broken Cabinets: Damage to the spa’s cabinets.
- Bubbled Acrylic: Bubbles forming in the acrylic due to heat or other factors.
- Melted Acrylic: Acrylic melting due to excessive heat exposure.
- Cracked Acrylic: Cracks in the acrylic surface.
- Cracked Shells: Cracks in the spa’s shell, which can lead to leaks.
- Handling Precautions:
- Transport Strapping: Do not overtighten the transport strapping, as this can crack the shell and cause leaks.
- Avoid Dropping: Avoid dropping the spa during transport to prevent damage. Dropping the spa can cause significant structural damage and lead to leaks.
Insurance
- Insurance Requirement: Ensure you have the appropriate insurance coverage in place before collecting your spa. This insurance should cover any potential damages that may occur during transport. Having insurance provides peace of mind and financial protection in case of any unforeseen incidents.
Additional Considerations
- Preparation for Collection: Before arriving at the warehouse, ensure that your vehicle is suitable for transporting the spa. The vehicle should be capable of securely holding the spa in an upright position on the pallet.
- Transport Route: Plan your transport route to avoid any rough or uneven roads that could cause damage to the spa during transit.
- Assistance: Consider bringing additional help to assist with loading and unloading the spa. Having extra hands can make the process smoother and reduce the risk of damage.
If you have any specific questions or need further clarification on any of these points, feel free to contact customer support!
Depot Customer Collection
1. Freight Company Responsibility:
- All depot customer collections are managed by a third-party freight company. This means that the delivery contract is established directly between the customer and the freight company.
- Although Spa Marketplace may process the payment for your delivery, this does not constitute a delivery contract between Spa Marketplace and the customer. The actual freight contract is between the delivering freight company and the customer.
- Spa Marketplace is not the freight company and will not be held responsible for any damages caused to you or your property by the freight company. By accepting these terms, you release Spa Marketplace from any liability for damage to you or your property.
Key Info
- When your goods reach the collection depot, you will be notified by the depot that your goods are ready for collection
- Ensure that all the items you have ordered are at the depot and not just a part of the items. Different sized items may be processed through different departments within the freight company.
- Once notified that all your goods are at the collection depot, you must collect them within 24 hours to avoid storage charges or the goods being returned to Spa Marketplace’s warehouse.
2. Insurance:
- It is the customer’s responsibility to ensure that appropriate insurance coverage is in place before the delivery and collection take place. This is crucial to protect against any potential damages or losses during the transportation process.
- Customers should verify with their insurance provider that their policy covers the transportation of goods by a third-party freight company. This may include coverage for damages, loss, or theft during transit.
3. Tracking and Collection:
- Once your goods have been booked for collection from Spa Marketplace, we will contact you via email with tracking details. These details can be used to monitor the movement of your goods.
- When your goods reach the collection depot, you will be notified by the depot that your goods are ready for collection. This notification will typically include information on the location of the depot and any specific instructions for collection.
- Collection days and times may vary from depot to depot. Therefore, it is important to contact the depot of your collection to confirm their trading days and hours before visiting their site. This ensures that you do not arrive at the depot outside of their operating hours.
- Additionally, ensure that all the items you have ordered are at the depot and not just a part of the items. Different sized items may be processed through different departments within the freight company, leading to multiple deliveries. It is
advisable to confirm with the depot that all items are ready for collection to
avoid multiple trips.
4. Collection Timeliness:
- Once notified that all your goods are at the collection depot, you must collect them within 24 hours to avoid storage charges or the goods being returned to Spa Marketplace’s warehouse.
- If your goods are not collected within 24 hours of notification, the depot may impose storage fees or return your goods to Spa Marketplace’s warehouse. In such cases, you will be liable for the initial freight charge, any storage fees imposed, and any return freight charges incurred to return your goods to Spa Marketplace.
- If you decide to have the goods re-sent to you, you will also have to pay the re-delivery fee. This fee covers the cost of transporting the goods from the depot back to your location.
5. Handling and Transport:
- When collecting a spa from a depot, consider the potential for heat damage to the spa’s acrylic, jets, and plastic fittings. Heat can cause significant damage to these components, leading to costly repairs or replacements.
- Ensure that you can transport the spa from your vehicle to its final location and fill it with water upon arrival at your destination. Do not leave the spa sitting on a vehicle or exposed to heat without being entirely filled with water, as the packaging will not protect it from heat damage, even in covered areas.
- When moving the spa, do not overtighten transport strapping or drop the spa, as this can crack the shell and cause leaks. Proper handling techniques should be used to avoid damage during transport.
- If you are collecting a spa, Spa Marketplace will not be held responsible for broken cabinets, bubbled acrylic, melted acrylic, cracked acrylic, or cracked shells. Customers should inspect the spa upon collection and report any issues immediately.
6. No Refunds:
- Under no circumstances will Spa Marketplace refund any delivery charges. This policy is in place to ensure clarity and consistency in our delivery terms.
- Customers should be aware of this policy before making a purchase and ensure that they are comfortable with the terms and conditions outlined.
Depot Home Deliveries
1. Third-Party Freight Companies
- Contractual Relationship: The delivery contract is directly between the customer and the third-party freight companies. Spa Marketplace facilitates the payment but is not part of the delivery contract.
- Liability: Spa Marketplace is not responsible for any damages caused by the freight companies. By accepting these terms, customers release Spa Marketplace from any liability for damages during delivery.
Key Info
- When the goods reach the collection depot, the home delivery freight company will be notified and will contact the customer to arrange the final delivery.
- Deliveries occur between 6 am to 9 pm. Customers must accept delivery at the requested time.
- Customers must ensure that the delivery route is accessible and free of obstacles.
2. Insurance and Liability
- Customer Responsibility: It is the customer’s responsibility to ensure that appropriate insurance is in place before the delivery takes place. This insurance should cover potential damages during transit and delivery.
- Damage Liability: Spa Marketplace is not liable for any damages once the delivery is handed over to the freight company. This includes any damage to property or the spa itself. Customers must ensure they have adequate coverage to protect against such risks.
3. Delivery Process
- Tracking Information: Once the goods are booked for collection, Spa Marketplace will provide tracking details via email. Customers can use these details to monitor the movement of their goods to the depot.
- Notification: When the goods reach the collection depot, the home delivery freight company will be notified and will contact the customer to arrange the final delivery. This ensures that customers are kept informed throughout the delivery process.
4. Customer Responsibilities
- Access and Obstacles: Customers must ensure that the delivery route is accessible and free of obstacles. This includes measuring the route and ensuring it can accommodate the spa’s dimensions. Customers should consider factors such as gate widths, overhanging gutters, downpipes, air-conditioners, trees, and other potential obstacles.
- Inspection Upon Delivery: Customers must inspect the goods upon delivery. Any damage must be noted on the delivery slip before signing. If the products remain wrapped, the customer assumes liability for any damages discovered later. It is crucial to unwrap and inspect the products to identify any issues immediately.
- Assistance: Depot home deliveries are quoted as a one-man delivery, requiring multiple able-bodied individuals to assist in unloading the spa and products from the truck. This ensures that the delivery process is smooth and efficient.
5. Delivery Conditions
- Sealed Roads Only: Deliveries are made only on sealed roads. If the delivery truck cannot access the property via a sealed road, the spa will be returned to Spa Marketplace, and the customer will be liable for both the initial and return delivery fees. This policy ensures the safety and integrity of the delivery process.
6. Delivery Route Requirements
- Measurements and Clearance: Customers must measure the delivery route, ensuring it is free of debris and solid enough to handle the spa’s weight. The route must have sufficient height and width clearance, considering gates, overhanging gutters, downpipes, air-conditioners, trees, etc. This preparation helps prevent any issues during delivery.
- Debris and Solid Flooring: The flooring must be free of debris and solid enough to support the spa’s weight. The freight company is not responsible for any damage caused by debris or the weight of the spa. Customers should ensure the route is clean and stable.
- Obstacles: The route must be free of steps and raised areas such as garden beds and retaining walls. If the spa cannot proceed further on the delivery route, the freight company will leave it in the next best location. This ensures that the delivery can be completed even if there are unforeseen obstacles.
7. Delivery Times
- Scheduled Delivery: Deliveries occur between 6 am to 9 pm. Customers must accept delivery at the requested time. If the delivery is refused, the spa will be returned to Spa Marketplace, and the customer will be liable for additional fees. This policy ensures that deliveries are completed efficiently and on schedule.
8. No Refunds
- Non-Refundable Charges: Spa Marketplace does not refund any delivery charges under any circumstances. This policy is in place to cover the costs associated with the delivery process.
Additional Details
- Unwrapping for Inspection: Customers must request the freight company to unwrap the products for inspection upon delivery. Any damage must be noted on the delivery slip. This step is crucial to ensure that any issues are identified and documented immediately.
- Packaging Removal: The freight company will not remove the wood pallet and product packaging from the site. Customers should be prepared to handle the disposal of packaging materials.
- Delivery Method: Most deliveries will be made with the spa standing upright on a nylon slide board. If trolleys are required, additional height clearance is needed. This method ensures the safe and efficient transport of the spa.
- Final Location: The spa must be placed in the final location chosen by the customer, provided it is safe and accessible. If not, the freight company will leave the spa in the next best location. This ensures that the spa is delivered as close to the desired location as possible.
Specific Scenarios
- Access Issues: If the delivery route is not accessible, the spa will be returned to Spa Marketplace, and the customer will be liable for additional fees. Customers should ensure that the route is clear and accessible to avoid these charges.
- Alternate Arrangements: If the spa requires lifting or lowering beyond the standard delivery method, customers must notify Spa Marketplace prior to delivery. Additional manpower or removal of obstacles may be required, incurring extra charges. This ensures that any special requirements are addressed in advance.
