1. Introduction

1.1 These terms and conditions govern the sale of all products and services supplied by Concept Spa Ltd (“we”, “us”, “our”). By purchasing from us, you agree to comply with them.
1.2 Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer-protection law.

2. About Us

Please note: our website is intended for the promotion of goods and services within the United Kingdom only. We do not offer international sales, and delivery may be restricted by service radius.

3. Contract Formation

3.1 A contract is formed when we email an order confirmation and we have received (a) your deposit payment or (b) notice of an approved, signed finance agreement. An automated confirmation alone does not constitute acceptance without one of these conditions.
3.2 We may decline an order if: (a) payment authorisation fails; (b) pricing or description errors arise; (c) products are unavailable or outside our service area; (d) eligibility criteria are not met.
3.3 If payment has been taken for an order we cannot fulfil, we will issue a refund within 14 working days (no later than 30).
3.4 Good-will compensation for delays, cancellations, warranty claims or repairs is entirely at Concept Spa Ltd’s discretion; no compensation is automatically due.

3.5 We will assign an invoice number to your order. Please quote this number in all correspondence with us regarding your purchase.
3.6 Once you receive your order confirmation, you must check that all details are correct and notify us of any discrepancies within 24 hours.

4. Payment & Pricing

4.1 All prices include VAT unless stated otherwise. Prices may change without notice until an order is confirmed.
4.2 We accept Debit/Credit Card (not American Express), Bank Transfer and approved Finance.
4.3 Deposits for custom or special-order items are non-refundable.
4.4 Finance is provided by Novuna Personal Finance. Concept Spa Ltd is a credit broker, not a lender, authorised and regulated by the FCA. The lender makes all lending decisions independently. Concept Spa Ltd has no control over, or influence on, whether an application is approved or declined.
4.5 Finance eligibility: UK resident 3+ years; 18+; employed 16+ hours, retired with pension, or receiving qualifying benefits.
4.6 The delivery address on the finance application must be used for delivery; it cannot be changed later.
4.7 Personal-finance agreements cannot be used for commercial installations (e.g., gyms, holiday lets).
4.8 The finance applicant must be present on delivery to sign; absence may incur re-delivery charges.

4A. Late-Payment – Products

Full payment is required 7 days before delivery of any product.
For ice baths, full payment is required before a delivery date can be scheduled.
If payment is late, delivery is cancelled and rescheduled at your cost; re-delivery fees per 5.3 apply.

4B. Late-Payment – Services & Repairs

Service/repair prices must be confirmed prior to booking. By proceeding to book a service or repair, you confirm that you understand and accept the quoted price. If you have not requested or received a price before booking, it is your responsibility to obtain clarification prior to scheduling.


Invoices unpaid 30 days after issue may accrue interest at the Bank of England base rate + 5 % p.a., calculated daily, until settled plus any associated administrative fees.

5. Delivery & Risk

5.1 We deliver only within our defined service areas. Please contact us if you are unsure whether your location is eligible.

5.2 Delivery times are estimates, not guarantees. Lead times are subject to change based on production schedules, overseas shipping delays, manufacturer backlogs, and third-party logistics issues, all of which are outside our control. No compensation is payable in the event of delays caused by such circumstances.

5.3 Our website, brochures, and other marketing materials are provided for general reference only. While we aim for accuracy, product photos, descriptions, and specifications may differ slightly from the delivered goods due to manufacturer variations, ongoing product development, and normal production tolerances.

This includes, but is not limited to, differences in:

  • Acrylic shell colours and finishes

  • Wood grain tones, patterns, or knot positioning

  • Overall product dimensions (e.g. slight variation in height, width or depth)

  • Component upgrades or substitutions (e.g. jets, control panels, lighting, or speakers) made by the manufacturer where these do not materially impact function or safety

Manufacturers reserve the right to make such changes based on stock availability or production updates. These variations do not qualify as material faults, and do not entitle the customer to reject or cancel the product. No refund or compensation is due unless the variation materially affects the use or performance of the product.

If specific features, finishes, or dimensions are essential to your project, please request written confirmation prior to ordering.

5.4 Delivery Charges (incl. VAT) – mileage may be calculated from LL77 7AW or S41 9RT (depending on product) and will apply if delivery is rescheduled, cancelled, collected, or refunded:

  • Hot tubs: £399 + £2.50/mi

  • Ice baths: £399 + £2.50/mi

  • Saunas (built on site): £1,200 + £2.50/mi (plus hotel/crane charges)

  • Saunas (factory-built, craned): £599 + £2.50/mi (plus hotel/crane charges)

  • Pergolas: £1,200 + £2.50/mi (plus hotel/crane charges)

  • Swim spas: £599 + £2.50/mi (plus crane charges)

Non-refundable delivery-related expenses apply where stated.

Free delivery or fixed-price delivery offers include built-in delivery costs. These are deductible from any refund or added to a reschedule fee if applicable.

5.5 The customer must ensure that access to the site is clear, obstruction-free, and suitable for product delivery. Any specialist lifting (e.g. crane/HIAB) is the customer’s responsibility unless otherwise agreed in writing.

5.6 Cancellations or missed deliveries involving cranes or lifting equipment within 7 days of the booked date will incur the full crane fee as quoted.

5.7 Standard delivery hours are 08:00–17:00. If no one is available at the agreed time, redelivery fees will apply.

5.8 Risk transfers to the customer upon delivery. Any visible damage must be noted upon delivery, and all claims for transit damage must be reported within 3 days. If packaging appears compromised, the delivery should be signed as “damaged.”

5.9 Lifting Equipment & Crane Hire: Customers are responsible for sourcing, booking, and managing all necessary lifting equipment. All crane or HIAB operators must be fully insured, certified, and competent. Concept Spa Ltd accepts no liability for third-party lifting services. If we assist in obtaining quotations or booking, all legal and logistical responsibility remains with the customer. If lifting is inadequate or causes delay, redelivery charges will apply as per Clause 5.4.

5.10 If the delivery site is not ready (e.g. unfinished base, inaccessible site, missing electrical supply), delivery may be aborted and redelivery charges will apply. If delivery is made but follow-up visits are required due to incomplete customer responsibilities (e.g. electrical work not ready, commissioning delayed), additional call-out fees will apply at our standard rate.

5.11 Returns under the 14-day cancellation window are subject to mileage and collection fees if the product has already been delivered and remains unused, sealed, and resaleable.

5.12 Where customers fail to provide future access to the installed product (e.g. inadequate clearance or access for repairs), any associated costs for additional personnel, lifting equipment, or dismantling will be chargeable to the customer—even if the issue being addressed falls under warranty.

5.13 If delivery is postponed at the customer’s request for more than 30 days, we reserve the right to charge a storage fee of £8.50 per week until delivery is completed.

5.14 Full payment must clear no later than 7 days prior to delivery and installation (or in advance for ice baths). If not, delivery will be cancelled and reschedule fees will apply.

5.15 Estimated running costs and performance times: Any figures provided regarding running costs, heat-up times, or energy efficiency are estimates only and should not be relied upon as guaranteed or precise. This applies regardless of whether the information is shared on our website, in brochures, advertisements, social media, emails, or via conversations with our sales team, engineers, or representatives. These figures are often based on controlled conditions, manufacturer guidance, or generalised testing environments and do not account for the wide range of real-world variables that affect performance and cost.

Actual results will vary depending on factors outside our control, such as the customer’s energy tariff, usage patterns, climate conditions, ambient air temperature, wind exposure, installation environment, product settings, or maintenance routines. For example, saunas may take longer to heat up in colder weather or if ventilation is left open, and running costs may be higher if the product is used frequently, exposed to harsh elements, or installed in an inefficient location. Even heater stone layout, user-set temperatures, or airflow can affect heating efficiency. Accordingly, all running cost and performance-related data should be viewed strictly as illustrative guidance and not as a contractual representation. Concept Spa Ltd accepts no liability where the actual running cost or product performance differs from those estimated or implied.

6. Customer Responsibilities

6.1 Site Readiness: Provide a level, load-bearing base and completed electrics where required.
6.2 Access: Supply accurate measurements/photos; advise of obstacles.
6.3 Base Suitability: We do not certify bases. Product damage from inadequate base/ support and/ or flooding due to improper drainage in the base (particularly applicable if the product is sunken into the ground) voids warranty; repairs are chargeable.
6.4 Failure to Prepare: Unprepared or inaccessible sites will result in cancellation and re-delivery fees.
6.5 Commercial Suitability: Customers must ensure that any product used in a commercial environment (e.g. gym, holiday let) is appropriate for expected usage. Concept Spa Ltd is not liable if a residential-grade product is underspecified for commercial demand.
6.6 All lifting operations remain the customer’s responsibility, even if we help coordinate them  (5.8).
6.7 All other works carried out by third parties also remain the customers responsibilities, even if we help coordinate them.

6.8 Commercial Safety Obligations – Where a product is installed for rental, guest, or other shared/commercial use, the purchaser is solely responsible for (i) confirming that the proposed location meets all applicable regulatory or industry standards; (ii) arranging any water-quality, electrical, or safety tests required by law or local authority; and (iii) providing clear operating instructions, warnings, and signage to all users. Concept Spa Ltd has no duty to monitor, maintain, or police on-site safety practices; liability for accidents, misuse, or inadequate maintenance in a commercial or communal setting rests entirely with the owner/operator.

7. Returns & Cancellations

7.1 Consumers may cancel within 14 days (custom items excluded).
7.2 Cancellation must be emailed; goods must be unused, in original packaging, resaleable.
7.3 Refunds within 14 days of receipt; delivery/collection non-refundable.
7.4 Embedded delivery costs (“free delivery” offers) are deducted from refunds.
7.5 Delivery charges and mileage deductions follow the rates set out in Section 5.
7.6 Refunds may be reduced for wear/damage; clearance and bespoke items non-returnable unless faulty.
7.7 A 15 % restocking fee applies to non-faulty cancelled or returned orders once allocated or prepared, even if undelivered.
7.8 Returns require prior authorisation.
7.9 Refunds will only be processed to the original payment method used to place the order.

8. Warranties & Guarantees

8.1 Warranty details are listed on the relevant product page on our website under “More Information > Warranty Information” and are available as a downloadable PDF.

8.2 Warranty terms vary by product type, model, and usage (e.g. domestic or commercial) and apply only to private residential use within mainland UK unless otherwise explicitly confirmed in writing.
Where a product is used in any commercial, rental, or shared-use setting, the manufacturer’s structural and parts warranty will default to a maximum of one (1) year, unless a shorter period is specified for that product.

Commercial use includes but is not limited to: holiday lets, rental properties, hotels, Airbnb, guest accommodation, wellness centres, spas, gyms, or any environment where the product is accessible to multiple users or the general public.

8.3 To initiate a warranty claim, customers must email:

  • photographic evidence of the issue

  • the product’s serial number

  • proof of purchase to [email protected]

8.4 The warranty excludes issues arising from:

  • normal wear and tear

  • misuse, neglect, or abuse

  • fire, , wind, storms, frost, flooding, or other acts of God

  • force majeure events including pandemics, labour shortages, or supply chain disruption

  • improper maintenance or cleaning

  • chemical damage, including discolouration or degradation of materials such as headrests, jets, control pads, or acrylic surfaces

  • vermin, pests, or rodent damage

  • theft, vandalism, or third-party interference

  • surface rust or corrosion not caused by manufacturing defect

8.5 If a repair is not reasonably possible, Concept Spa Ltd may, at its sole discretion, provide a like-for-like replacement or refund, provided this does not contravene your statutory consumer rights.

8.6 Labour warranty period:

  • 1 year for residential use

  • 7 days for ice baths used commercially

8.7 Warranties are non-transferable unless explicitly confirmed by us in writing at the time of sale.

8.8 Installing any product outside the manufacturer’s specified requirements — including, but not limited to, sinking hot tubs or swim spas into pits or recesses without proper drainage, airflow, and service access — may void the warranty. Customers must ensure compliance with all installation guidelines.

8.9 Any repairs, servicing, modifications, or alterations carried out without the prior written consent of Concept Spa Ltd will invalidate the warranty in full. This includes work by:

  • unauthorised third-party technicians

  • former employees or subcontractors no longer engaged by Concept Spa Ltd

  • any current or former staff performing work outside authorised hours or without written approval

8.10 The labour warranty covers engineer time reasonably required to diagnose and repair faults where the product has been installed with unobstructed service access in accordance with manufacturer guidelines.


Where access is restricted (e.g. built into decking, sunk below ground, enclosed in tight spaces), any additional labour, lifting equipment, tools, or personnel required to reach and resolve the issue will be chargeable to the customer, even if the fault itself is covered under warranty.


Labour cover applies only to the time and tools reasonably expected under normal access conditions.

9. Limitation of Liability

9.1 We are not liable for:

(a) loss of profits/business;
(b) third-party property damage;
(c) missed dates;
(d) customer access issues;
(e) commercial misuse;
(f) delays due to suppliers, logistics, or force-majeure events;
(g) any loss of income, wages, or time off work incurred as a result of delayed delivery, installation, repair, or servicing, including where appointments must be rescheduled;
(h) damage caused by third parties, including contractors, crane operators, electricians, or others not employed directly by Concept Spa Ltd, whether arranged by the customer or otherwise;
(i) damage to, or pre-existing faults in, hot tubs or swim spas that we have been asked to relocate, where no full pre-move condition audit has been commissioned;
(j) internal leaks, seal failures, or component damage that arise following a “bio-clean” or similar deep-clean treatment (whether booked as a standalone service or as part of an annual service), particularly where the spa has not been routinely sanitised and biofilm removal may dislodge calcified deposits;
(k) secondary or unrelated faults discovered only after completion of the specific repair work originally quoted for, where such faults could not reasonably have been identified during the initial diagnosis.

9.2 Except where liability cannot legally be excluded or limited — including for death or personal injury caused by our negligence or for fraud — our total liability is capped at the purchase price paid.

9.3 Any compensation offered is entirely discretionary and does not create a precedent for future claims.

9.4 If you bring a legal claim or dispute against Concept Spa Ltd and that claim is withdrawn, dismissed, or found to be without merit, we reserve the right to recover from you all reasonable legal, solicitor, and associated professional costs incurred in defending the matter. This applies to claims brought by both consumers and business customers.

This clause does not affect your statutory rights to seek recourse for valid claims under consumer law.

10. Events Beyond Our Control (Force Majeure)

10.1 We are not liable for delays or failures due to strikes, pandemics, extreme weather, war, transport disruption, or laws outside our control.
10.2 Our obligations are suspended during such events and resume thereafter.

11. Data Protection

11.1 We comply with UK GDPR.

11.2 Photographs may be taken during delivery or installation for internal documentation and quality control. We may also use these photographs for marketing purposes, including on our website and social media channels, provided they do not show identifiable personal data (e.g. faces, car plates, or private addresses). If customers do not wish for images of their installation to be used for marketing purposes, they must notify us in writing prior to or during installation. Where such written objection is received, we will honour it.

11.3 Necessary data is shared only with delivery partners, crane firms, manufacturers, and other service providers for the purpose of fulfilling your order, arranging delivery, or supporting warranty claims.

11.4 We never sell your data.

11.5 We implement reasonable and appropriate technical and organisational safeguards to protect your personal data. However, no system is completely immune from cyber threats. In the unlikely event of a data breach, we will act in accordance with UK GDPR requirements, including notifying affected individuals and the Information Commissioner’s Office (ICO) where required. Concept Spa Ltd shall not be liable for any indirect, incidental, or consequential losses arising from a third-party data breach or cyberattack, provided that we have taken reasonable steps to secure our systems and data.

12. Health & Safety Disclaimer

12.1 Informational only – Any health-related statements on our website, in brochures, or in verbal advice are for general information and do not constitute medical guidance.
12.2 Seek professional advice – Always consult a qualified medical practitioner before using any hot tub, swim spa, ice bath, sauna, or related accessory, especially if you have an existing medical condition, are pregnant, or are taking medication.
12.3 User responsibility – Customers are solely responsible for the safe and appropriate use of all products supplied by Concept Spa Ltd.
12.4 No liability for misuse – We are not liable for injury, illness, or adverse reaction arising from misuse, unsupervised use, or use contrary to our written or verbal instructions.
12.5 Sauna maintenance – Improper maintenance (e.g. inadequate ventilation, failure to clean, or operating outside recommended temperature/humidity ranges) can create health or safety risks. We accept no liability where such maintenance has not been carried out.
12.6 Customer risk assessments – Whether residential or commercial, customers must conduct their own health-and-safety risk assessments before allowing any person to use a product and must ensure use complies with all applicable regulations.
12.7 Consequences of ignoring advice – Where our written recommendations or warnings are not followed and an adverse event occurs, Concept Spa Ltd bears no responsibility.
12.8 Chemicals – third-party responsibility – Water-care chemicals and cleaning products are supplied under the manufacturer’s brand and formulation. Concept Spa Ltd has no control over their composition. It is the customer’s responsibility to:
  • verify that the product received matches the label before use;
  • read and follow the manufacturer’s safety data sheet (SDS) and dosing instructions;
  • add chemicals only in the quantities recommended for the vessel volume;
  • store chemicals safely and out of reach of children.
We are not liable for skin sensitivity, allergic reactions, or other health issues arising from incorrect chemical selection, overdose, under-dose, or inappropriate mixing of chemicals.
12.9 Burn-risk disclaimer (saunas) – Sauna heaters, stones, metal fittings, glass, and internal timber surfaces can become extremely hot. Users must exercise caution and supervise vulnerable persons at all times. Concept Spa Ltd is not responsible for burns or heat-related injuries suffered during normal or improper use.
12.10 Doors, locks & handles – Our saunas are supplied with door hardware that meets relevant safety standards. It is the owner’s responsibility to:
  • ensure door latches and magnetic or tongue-and-groove mechanisms operate freely;
  • instruct users on safe entry/exit procedures;
  • carry out periodic checks to confirm escape routes remain unobstructed.
12.11 Statutory rights preserved – Nothing in this section excludes or limits liability for death or personal injury caused by our negligence, or for fraud. All other liability for health risks arising from misuse, user negligence, or failure to follow the above requirements is excluded to the fullest extent permitted by law.

12A. Scam & Phishing Disclaimer

12A.1 We will never request bank-detail changes via email/SMS.
12A.2 Verify any payment instructions by phoning our office.
12A.3 We are not liable for losses from phishing or scam communications.

13. Notices

13.1 Send notices to: Unit 8, Pen-Yr-Orsedd Business Park, Llangefni, LL77 7AW, or [email protected].
13.2 Deemed receipt: website (immediate), email (24 h), post (3 days).

14. Complaints & Disputes

14.1 Email complaints to [email protected]. We aim to resolve them amicably.
14.2 Unresolved disputes may be referred to the European ODR platform or another ADR body.

15. Governing Law & Jurisdiction

15.1 These terms are governed by the laws of England & Wales.
15.2 Proceedings may be brought in England, Wales, Scotland, or Northern Ireland.

16. Website Use & Licensing

16.1 You may print/download content for personal, non-commercial use only.
16.2 You must not copy, modify, or republish content without written consent.
16.3 Unauthorised commercial use of our images or content entitles Concept Spa Ltd to claim damages and recover reasonable legal costs.
16.4 You agree not to post or transmit any material:
(a) that is threatening, defamatory, obscene, indecent, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, threatening, scandalous, inflammatory, blasphemous, in breach of confidence or privacy, or which may cause annoyance or inconvenience;
(b) for which you have not obtained all necessary licences and/or approvals;
(c) that constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law or infringe the rights of any third party.

17. Website Availability

17.1 We aim for 24/7 uptime but may suspend access for maintenance or technical issues.

18. User Conduct

18.1 Users may not post harmful, offensive, or illegal content.
18.2 We cooperate fully with law-enforcement investigations.

19. Competitions & Promotions

19.1 Competitions require no purchase.
19.2 Open to residents within our service radius.
19.3 Winners chosen randomly; no cash alternatives.
19.4 We may publish winner names unless you opt out.
19.5 Competitions may run across multiple platforms; duplicate entries may be accepted.

20. Other Terms

20.1 These terms constitute the full agreement and supersede prior discussions.
20.2 If any clause is unlawful, the remainder remains effective.
20.3 We may update these terms at any time; the latest version applies at purchase.
20.4 Failure to enforce a right promptly does not waive it.
20.5 You may not transfer your rights; we may assign ours at any time.

End of Terms and Conditions
Last updated: 23rd of June 2025