Terms & Conditions

Shipping And Handling- Pools & Accessories

Orders below 70kg in weight and placed before 11am will normally be sent by carrier the same day for a delivery in 1-2 working days. Orders in excess of 70kg will be sent by pallet courier and will be on a 2/3 working day service.

Delivery to mainland UK is free of charge for orders valued over £50. Orders below 70kg in weight and placed before 9am will normally be sent by carrier the following day for a delivery in a further 1-2 working days. Orders in excess of 70kg will be sent by pallet courier and will be on a 2/3 working day pallet service. In periods of heavy demand when it is sunny and hot, orders may be despatched 1-2 days later that normal due to the sheer number of orders that require processing. Everybody tries to order when it is sunny or warm so the secret is to order before the sun arrives!

Delivery to mainland UK is free of charge for orders valued over £50. Orders of a lower value will incur a £4.99 delivery charge. Deliveries are normally made within 2/3 working days. Offshore addresses will incur an extra delivery charge- please contact us for details.

Delivery surcharges apply for certain postcode areas. These are as follows:-

Scottish Highlands: AB10-16; AB21-25; AB30-39; AB41-45; AB51-56; AB99; IV1-28; IV30-36; IV40; IV52-54; IV63; KW1-14; PA33; PA38; PH17-26; PH30-41; PH49-50.

Scottish Islands; HS; IV41-49; IV51; IV55-56; KA27-28; KW15-17; PA20; PA41-49; PA60-78; PH42-44; ZE.

Ireland; N.Ireland; Channel Islands; Scilly Isles; Isle Of Man; Isle Of Wight.

Most pool accessories, inflatables etc., are manufactured in assorted colours. Where we offer a colour choice we will make every effort to despatch the colour that you choose but we cannot guarantee this due to stock levels, production colours etc. 

Shipping And Handling- Hot Tubs & Swimspas

Delivery and Warranty Package 1 is included in the price, with delivery to kerbside by courier; a 2 year Parts Warranty on the pumps; 2 year Parts Warranty on all other electrical and plumbing equipment. The spa surface is guaranteed for 8 years and the structure for 10 years.

Delivery, Install and Warranty Package 2 is optional and available up to the Midlands, and also includes positioning at the desired spa site by our staff; setting up, filling and commissioning the spa to ensure everything is in full working order. 

Please note: if you are not taking advantage of our installation option for this spa then it will be delivered by carrier to your kerbside. Note the weight of the spa shown in the table below as it will be your responsibility to provide manpower on the day of delivery to safely unload it from the delivery vehicle and position it in your desired location.

Positioning: If this is being done with a crane, then the crane company MUST supply spreader bars (these bars push the lifting slings apart above the swim spa so that it is not crushed under its own weight).

Site Access: The spa is normally delivered on a curtain-sided artic truck. You will need to ensure there is sufficient access for the delivery vehicle and any crane vehicle.  

Shipping And Handling- Sledges

Sledges are normally despatched the next working day after the day of order, although heavy demand may delay this by a day. Everybody tries to order when it is snowing, but of course the carriers cannot collect from us and backlogs build up in the carrier hubs. So the secret is to order before the snow arrives!  

Please note that if poor weather conditions causes carrier delays then this is beyond our control and we are unable to cancel orders that are already despatched. You are of course able to return the order to us for a refund once you have received it- please contact us for return address details. Do not refuse the carrier delivery as this incurs 'return to sender' penalties which we would have to pass on to you. 

Once packed, the sledges are despatched on a next working day service (excluding Highlands, Islands, Ireland etc) via UK Mail. You can track your parcel by visiting the UK Mail website www.ukmail.com and keying in your invoice number on the right hand side in the 'order reference' box.

Each sledge product page details any additional delivery surcharges that apply for certain postcode areas. These are as follows:-

Scottish Highlands: AB31-38; AB40-56; IV1-28; IV36; IV40; IV52-54; IV63; KW1-14; PA21-38; PH4-41; PH49-50.

Scottish Islands; HS; IV41-49; IV51; IV55-56; KA27-28; KW15-17; PA20; PA41-49; PA60-78; PH42-44; ZE.

Ireland; N.Ireland; Channel Islands; Scilly Isles; Isle Of Man; Europe.

Shipping And Handling- Games Tables

The last order day for pre-Xmas delivery for tables under 30kg is Wednesday 19th December at noon. A next working day service is available at a cost of £30 for orders placed after this date up to Thursday 20th December by 3pm. Tables over 30kg are delivered on a dedicated two man service, with the last order date of Friday 14th December at 1pm. Please note that for slate bed tables the last order day for pre-Xmas delivery is likely to be late November- please check with us for more details.

Games tables are normally delivered within 3-5 working days. The heavier tables over 30kg that require a two-man delivery can take 7-10 days. The slate bed tables are made to customer specification and normally take 2-4 weeks. In some instances a faster delivery service may be available for an additional cost. If so then this will be detailed below the main product image on the relevant page.

The table will be delivered to your door. Unless specified and paid for in advance (if this service is available on the particular table ordered) the delivery personnel will not position or install a table inside the property, to the rear of the property or in any outbuildings. This is often due to lifting weight restrictions and also due to insurance cover issues around entering a customer's property.

Shipping And Handling- General

Delivery Rates: Orders with a value up to £4.99 will incur a delivery charge of £2.99. For orders between £5 and £49.99 there will be a charge of £4.99. For all orders in excess of £50 in value delivery will be free of charge with the exception of fencing and decking products; and certain other products such as hot tubs. 

Our Decking products will incur a delivery charge of £39.99 for all orders below £500. Deliveries are free for orders above £500. Our fence panels and trellis are free delivery when a minimum of four mixed pieces are ordered, and there is a £10 charge per piece not ordered up to four. Gazebos, pergolas, gates, arches and arbours are free delivery, and so if decking or fencing is ordered with these products then delivery would be free for these also.

Some large and bulky items may incur delivery surcharges due to weight or for certain remote parts of the country. These charges will detailed at the bottom of the relevant product page or we will contact you with this information when you have ordered. Please note that this price only covers delivery to mainland UK addresses. For deliveries to Ireland, Islands and Overseas please contact us for a quote.

Delivery charges are inclusive of VAT.

We hold large stocks in the UK, and deliveries are normally made to your door within 3-5 working days within mainland UK; and within 7 days to Ireland and remote parts of Scotland for a small extra charge- please contact us for a quotation. If delivery is likely to be longer than these times then we will advise you shortly after order placement.

Deliveries to other destinations such as Europe can be arranged, for a further charge. Please contact us for more details.

We will endeavour to make deliveries between 8.00am and 6.00pm. The buyer must ensure that the delivery vehicle has unobstructed and hard road access at the delivery address. There must also be available, suitable and sufficient labour to unload the goods and adequate storage space.

We are unable to leave goods at your premises or with a neighbour for instance, if you are not present at the time of delivery. We will contact you to arrange a redelivery date, for which there will be a further charge.

Please bear in mind that carriers are only contracted to deliver the goods to your address and not to carry it to the furthest end of your garden! Parcels will be delivered to your front door. For items over 20kgs the carrier will deliver to the front boundary of your property and you will be required to arrange personnel to move the goods from there. The driver may well help, but he is not obliged to do so.

When your order arrives, please check that the correct number of cartons/items are delivered, and report any damage or missing items to us immediately. Ensure that if any goods are missing or are damaged, that you note this on the paperwork or machine that is used by the courier company to capture a proof of delivery signature- we are unable to make claims on the carrier after the event, or provide replacements or refunds if not noted at the time of delivery.  

Please open all cartons with care. Avoid using a sharp knife or similar instrument as the carton contents can be easily damaged or cut.

As we use national carriers to fulfill our deliveries it is not possible to guarantee a 100% success rate on any confirmed delivery day. However, recent checks have a measured a 97.5% success rate.

Any installation work or labour to undertake your work should not be scheduled until we have delivered the goods to your premises. This will ensure that all goods are fully available at time of installation and also allow you to order additional materials if required.

Splash & Relax cannot be held responsible for any third party costs incurred due to planning ahead of full and correct delivery of goods ordered; or for any other costs that may result from a non-delivery on the proposed day.

About Us: Splash & Relax Splash & Relax are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link below.

Our Contact details:
Splash & Relax
Unit 8, Gatwick Business Park, Kennel Lane, Hookwood, Surrey, RH6 0AH
Phone: 0345 459 9955
Fax: 0844 854 9244
Email: [email protected]

Please note that this address is for correspondence only, we do not have a showroom at these premises.

Making A Purchase: Could not be easier! Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

You can order via phone, fax, snail mail or over the Internet. We accept cheques, bank transfer, Bankers' draft, debit and major credit cards (eg. Visa and Mastercard). Most products are available on approved finance credit terms- please contact us for more information.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Tax Charges: All prices shown on our web site include 20% VAT.

Guarantee: We guarantee your satisfaction. Due to the wide selection of products we offer please check the Warranty page under each product section for full details or contact us for further information.

Back Orders: If your item is not in stock, we will back order for you. You will always be e-mailed with the option to cancel your order if you would rather not wait.

Credit Card Security: When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Please be assured that Splash & Relax ensure that you can trade with us securely on the Internet. Due to the systems that are available today online transactions are likely to be more secure than normal card transactions or via the phone or fax.

We work in partnership with Protx, Paypal and Google Checkout to ensure maximum security levels, and this means that i) all data transmissions are encrypted, ii) your card details go directly to Protx and not to us, iii) all details, transaction processes and validity checks are conducted whilst you are on-line, and iv) your card details are processed through Protx's secure on-line server system.

Reaching Us: If you need to reach us, please email us using the Contact Us Page, alternatively, you can call on 0345 459 9955 (International 44 1403 267299) or fax us on 0844 854 9244 or write to us at Unit 8, Gatwick Business Park, Kennel Lane, Hookwood, Surrey, RH6 0AH

Privacy Policy: Splash & Relax do not disclose buyers' information to third parties.

In these modern times we are all concerned about our security and privacy. You can rest assured that Splash & Relax will not disclose your e-mail address or other details to any third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party. All information that we gather including payment details given at the time of ordering is collected lawfully and in accordance with the Data Protection Act 1998.

Splash & Relax will not send you any marketing materials or e-mails unless you agree to us doing so. Any information we collect from you will be used only to process your order or enquiry for samples or literature. Any information we hold will be in accordance with the law and accurate and up to date.

If you wish you can check the information that we hold about you by e-mailing us. Any inaccuracies will be deleted or corrected when requested. Any personal information that we hold will be secure in accordance with the law and our own security policy.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Register' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:

a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes

Stock Availability: All items are subject to availability at time of order.

Placing Your Order: After choosing your items from our vast available range you should then go to the "checkout" area of our website. You will then be transferred to our secure third party online payment authorisation service provider- Protx. This will allow you to enter your credit/debit card details and for us to collect payment from your card provider.

We can accept using the following cards:

Visa Credit and Debit

Alternatively we can take telephone orders, on 0345-459-9955 or by cheque payments through the post to:

Mail Order Dept.
Splash & Relax
Unit 8, Gatwick Business Park, Kennel Lane, Hookwood, Surrey, RH6 0AH

Order Acceptance and Completion: Your online order will be confirmed to you via email once we have received payment and providing that you have given us your email address. Whether you receive the email or not, your payment for and our acceptance of your order will create a legally binding contract between us.

Pricing: All of the prices shown on our website are inclusive of VAT. However, sometimes delivery charges are not included, please see details below.

We aim to provide the correct prices at all times for our products on the website, but if this is not the case at the time of your order then we will contact you to confirm the correct price for the goods and establish whether you wish to proceed with the order or be provided with a refund in full.

Each product purchased is sold subject to its product description which sets out additional specific conditions related to that product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

We will take all reasonable care to ensure that all details, descriptions, images and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including product details, descriptions, images and prices appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our Order acceptance policy.

Colours: please note that as computers and computer screen resolutions vary, actual colours may vary slightly to how it appears in photographs. Also, If an exact colour choice is critical to your purchasing decision then please contact us before placing your order for further information as we cannot guarantee that your colour selection would be available at that time. We reserve the right to ship the closet colour that we have available.

The manufacturers and ourselves reserve the right to amend/update/improve the products at any time, which may not be fully reflected in the product details, descriptions and images at a given point in time. 

Order Cancellation: If you wish to cancel an item or order, you must inform us in writing. You can do this preferably by email, or by post.

The United Kingdom's Distance Selling Regulations provides you with a right to cancel your order at any time up to the end of the fourteenth working day following the day after the day on which you received your products. You do not need to give us any reason for cancellation. The goods should be unused: not previously assembled: in perfect condition for resale: returned in their original packaging within 14 days of advising us of the return: and where possible any straps and security seals on the packaging should still be intact. You are liable for the cost and expense of returning the goods. We advise you to use an insured method of carriage as damaged boxes or product will not be accepted. 

For certain products we are able to arrange collection from you at your cost, as an alternative to you returning the goods yourself- please contact us for details. Goods must not be returned to our premises- we will always inform you of the correct address to send to if you are organizing the return yourself.

All products must be unopened in their original packaging.

Cancellation must be made within 14 days of receiving your order. Any costs incurred for collecting goods from your premises will be levied before the refund is made. Any costs incurred through product examination, testing and repackaging to make the goods re-saleable will also be offset before a refund is made.

No cancellations can be offered on products that are made to order to the customer's specification.

Cancellations by post must be sent to:

Online Order Dept.
Splash & Relax
Unit 8, Gatwick Business Park 
Kennel Lane 

Cancellations by email must be sent to:

[email protected]

Pre-Orders/Reserve Orders: If you wish to cancel your order before the stock is available, we will require to levy a 2% charge before the refund is made. This is a cost that we incur from the credit card providers which is not refundable to us in the event of an order cancellation. This charge will not be levied if the item/s pre-ordered is/are delayed by a significant period.

For orders that are cancelled after despatch we will require any shipping costs that we have incurred to be deducted prior to any refund being made. The 2% credit card charge would also apply.

Faulty Goods: If the products purchased are faulty, and providing that we are informed in writing within a reasonable time (e.g. 7 days from receipt of the goods), then we will deliver faulty or missing parts, or if this is not possible then a like replacement to you as quickly as possible. If the goods are not available in a reasonable time then a full refund will be made. Faults resulting from misuse, neglect, accident, incorrect installation or normal wear and tear will not be covered.

In certain instances a collection can be arranged- please contact us by email at [email protected] or by telephone on 0345-459-9955, quoting your sales receipt number. Please note that goods can only be collected between 9am and 5pm Monday to Friday. Goods must not be returned to our premises- please check the correct address to return to if you are organising the return yourself. We recommend using Royal Mail First Class with certificate of posting, which covers goods up to the value of £55.

It may take up to 28 days to verify and process your claim once the goods have been collected from you. Due to banking laws all refunds must be credited to the original payment card used. If more than one item was ordered but a lesser quantity is returned due to faults then the original delivery charge is non refundable.

Please note that different rules apply to Bestway and Intex products, and to inflatable toys/sledges; radio controlled & ride-on toys:-

Bestway, Intex, Inflatable Toys/Sledges
In addition to your statutory rights the manufacturers offer the following guarantee. The liner is covered for 3 months and the electrical components for 1 year. There is no warranty on inflatable parts or accessories. In the event of a product failure a claim can only be made through the relevant warranty telephone line. Please note that the manufacturer will only replace the faulty component and no refunds are available. The warranty is only applicable to the UK and does not apply if the goods are taken abroad.

Radio Controlled & Ride-On Toys
Goods can be returned to us within a reasonable time of order for replacement. Returns will not be accepted without a valid return authorisation number (RMA NUMBER). Defective goods will be refunded should the original product be out of stock.

1. The Return must be returned within 14 days from the date of issue of the RMA number, otherwise the RMA number will be void and the product will not be accepted. Once you have a returns number please contact us for the return address.

The returns number should be written on the box. Returning product to any other address will delay your return by up to a week.
2. Any shipping costs incurred in returning product are the customer's responsibility.
3. Goods will not be accepted from the carrier unless clearly marked with a returns number.
4. Warranty will be void unless returned in original packaging.
5. Returned goods will only be credited if they cannot be repaired or replaced by a similar product.
6. All products will be inspected for shortages; these will be noted and deducted in the case of a credit.
7. All products will be inspected for damage, in the case of a credit; no credit will be given for damaged goods caused by customer abuse.
8. "No Fault Found" goods will be held for 14 days awaiting your collection after this point we reserve the right to dispose of any unclaimed uncollected items. Alternatively the customer can elect to pay the carriage cost to return the product.

Once returned and verified as being in the correct condition, a refund will be issued to you for the full price of the goods less the any delivery, inspection, testing and inspection costs that we have incurred. Certain items such as mini-motos and quad bikes will need to be inspected/tested to ensure safety for future use- typically the cost of this would be 25% of original purchase value. Any costs incurred for collecting goods from your premises will also be levied before the refund is made.

If the goods that are returned are not in a fully resalable condition then we reserve the right to refuse the refund, or at our absolute discretion we will deduct 25-50% from the original transaction value and then refund the remainder.

All motorbikes and quad-bikes, are dangerous. Please wear safety equipment at all times when using bikes or similar machines. The use of any powered vehicle could involve the risk of injury or death. Please use these products in a responsible manner.

The products that we supply are technical & mechanical products, which require mechanical knowledge and skill to use and maintain. You should not purchase this product unless you have a good understanding of how to use and maintain mechanical products.

None of the bikes we provide are 'road legal' and are not for use on the public highway. These bikes are intended to be enjoyed on private property. Use of these bikes on a public highway could result in criminal proceedings.

The Following parts are not covered by any warranty offered on this product:

- Chains & Belts;
- Fairings/ bodywork (24 hours after delivery- photos required)
- Pull Starts or Inner Cogs
- Clutches or springs
- Brake Callipers;
- Exhaust Pipes;
- Tyres, Wheels, valves and Inner Tubes;
- Spark Plugs;

Any other parts of a similar wear and tear nature to those listed above and any part that has been damaged as a result of accident damage or lack of maintenance.

If within any warranty period your machine develops a fault, you must contact us and we will:

Advise how to best rectify the problem and dispatch parts, without charge, during the first 7 days, providing the parts required are under warranty. Please note customers will be expected to fit parts themselves, guidance will be available on technical issues.

This product should not be used on public roads, and should not be used by minors under 14. It requires a small amount of home assembly. Instruction and a basic tool set will be provided, but a competent adult must carry this out. It will also require constant maintenance to ensure it is in safe working order. All bolts, nuts, cables, fixings, wheels, tyres, chain, sprockets etc MUST be checked before EACH ride to ensure that it is SAFE to Ride!

In certain instances we can arrange to have a carrier collect the goods from your premises. If this is required then you should contact us by email at [email protected] or by telephone on 0345-459-9955, quoting your sales receipt number. We will then obtain a quotation for you for the cost of the return and then contact you to arrange collection day and payment before collection is arranged. Please note that goods can only be collected between 8am and 7pm Monday to Friday.

It may take up to 28 days to verify and process your claim once the goods have been collected from you. Due to banking laws all refunds must be credited to the original payment card used.

No refunds can be offered on products that are made to order to the customer's specification.

Statutory Rights: Please note that these terms do not affect your statutory rights. For more information you should contact your local Citizens Advice Bureau or Trading Standards Office.


Your access to and use of the Splash & Relax website ("the Website") is subject exclusively to these Terms and Conditions. You will not use the Website for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the Website you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the Website.

The contents of the Website do not constitute advice and should not be relied upon in making or refraining from making, any decision.

Splash & Relax reserves the right to:
3.1 change or remove (temporarily or permanently) the Website or any part of it without notice and you confirm that Splash & Relax shall not be liable to you for any such change or removal; and
3.2 change these Terms and Conditions at any time, and your continued use of the Website following any changes shall be deemed to be your acceptance of such change.

The Website may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.

5.1 All copyright, trade marks and all other intellectual property rights in the Website and its content (including without limitation the Website design, text, graphics and all software and source codes connected with the Website) are owned by or licensed to Splash & Relax or otherwise used by Splash & Relax as permitted by law.
5.2 In accessing the Website you agree that you will access the content solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent of the copyright holder. This excludes the downloading, copying and/or printing of pages of the Website for personal, non-commercial home use only.

6.1 The Website is provided on an "AS IS" and "AS AVAILABLE" basis without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.
6.2 To the extent permitted by law, Splash & Relax will not be liable for any indirect or consequential loss or damage whatever (including without limitation loss of business, opportunity, data, profits) arising out of or in connection with the use of the Website.
6.3 Splash & Relax makes no warranty that the functionality of the Website will be uninterrupted or error free, that defects will be corrected or that the Website or the server that makes it available are free of viruses or anything else which may be harmful or destructive.
6.4 Nothing in these Terms and Conditions shall be construed so as to exclude or limit the liability of Splash & Relax for death or personal injury as a result of the negligence of Splash & Relax or that of its employees or agents.

You agree to indemnify and hold Splash & Relax and its employees and agents harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against Splash & Relax arising out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.

If any of these Terms and Conditions should be determined to be invalid, illegal or unenforceable for any reason by any court of competent jurisdiction then such Term or Condition shall be severed and the remaining Terms and Conditions shall survive and remain in full force and effect and continue to be binding and enforceable.

These Terms and Conditions shall be governed by and construed in accordance with the law of England and you hereby submit to the exclusive jurisdiction of the English courts.