Wholesale Pools Terms & Conditions

Please read the below terms and conditions of sale for Wholesale Pools carefully.

By proceeding with placing an order, you confirm that you are of age 18 or over.

Once you have clicked or agreed verbally by phone that you have read these, our terms will apply.

Wholesale Pools (hereinafter referred to as we/us/our) is completely dedicated to your total satisfaction.  Should you have any suggestions or comments, please use the link on the ‘Contact Us’ page.

Wholesale Pools
Ambassador Business Park
West Stour
Gillingham
DORSET
SP8 5SE

Customer Enquiries: customerservice@wholesalepools.co.uk
VAT No: 3559339210
Registered in England & Wales: 33071330
Registered Company Name: Ambassador Pools & Leisure Ltd.
Registered Office Address: 3-5 Wessex Road, Ringwood, Hampshire, BH24 1XB

We advertise lead times for deliveries in good faith.

Most products are dispatched for next day delivery where the order is placed by 12 noon (midday), Monday to Friday. If the product is not in stock or is a special order item, this will normally be dispatched within 28 working days from the date of order.  Please note, this is dependent on the goods required and availability.  We will contact you in advance to give you the expected date of delivery.  If your order includes ‘spares’ from a supplier which we may have to specially order in, your order may be put on hold until all products ordered have arrived with us.  This will then immediately be sent out on a next day delivery service.  Should any part of your order be urgent please contact us so we can try and ensure it is sent out rather than waiting for the rest of your order.  Additional charges may apply.

Only authorised swimming pool trade professionals or employees are permitted to use this trade account. It must not be shared with or provided to end users. This ensures we continue to protect and support the professional pool market.

 

1. Warranty

The length of warranty depends on the product purchased.  Most products carry a 12 Month warranty, some however, may be less.

A products warranty will commence on the date of purchase, the warranty is not transferable.

With many products it is the supplier who holds the warranty.  If you have questions regarding warranties for specific products, please contact us prior to purchase.  In the event of a product breakdown within the warranty period, contact us as soon as possible at customerservice@wholesalepools.co.uk Any warrantee forms or tickets must be fully completed before they can be actioned.

Many technical issues can be diagnosed over the phone.  On occasion, a product may require an engineer’s visit or may need to be returned to us or our supplier.  In the event of a visit or product return being required, please return a completed warranty form to us.  We will then advise on the next steps of the process.

It is your responsibility to arrange return of the product to the address we provide within its warranty period.

Please note that you are responsible for the goods return. If damaged by your carrier this would not be possible to claim under the warranty, so we advise insuring your return item.

Please contact Wholesale Pools in the first instance.  The warranty process will need to be followed.

Engineer Visit – As we are a distant selling company you are advised that anything ordered that you believe to be faulty must be sent back for testing however, in very exceptional circumstances for larger products we may agree to send out an engineer.  Please be aware this may require a third-party company/specialist engineer, who may contact you directly to arrange a suitable date & time.  We will endeavour to arrange the visit in a reasonable time from the date of contact, however, we have no control over third party engineers or their availability.  We will inform you If there is going to be a delay.  We do not accept any liability or responsibility for any 3^rd party contractors.

Engineers visits may require a refundable payment in advance.  Subject to the repair being confirmed as covered under the warranty, the payment will be refunded.

Where an engineer visit is arranged, prepayment for this visit will need to be made in advance.  The cost of the engineer visit will depend on type of engineer required and your location.  Costs vary and must be authorised by us in advance.  Should you decide to authorise an engineer, we will not be liable to cover any costs incurred. Should we send an engineer out to inspect your product and it’s deemed to be a warranty issue, you will be refunded for any upfront engineer charges paid.

Non-Warranty Issues – If your item is deemed to be faulty and not caused by a manufacturing or supply error, you will be liable for all costs incurred.  This includes but is not limited to collection, inspection and any labour costs.

A few Examples of Common non-warranty issues are:

Saltwater Pools – Salt is corrosive and will cause faults in products not manufactured for a saltwater environment. Using a non-salt safe product in a saltwater pool will void all warranty.  if the salt content is higher than recommendations.
Incorrect Water Balance – Correctly balanced water means that the pH, Calcium Hardness & Total Alkalinity and sanitizer levels must be kept within recommended guidelines. It may also be defined as water that is neither scaling. Incorrect water balance will damage, almost all pool and spa equipment. Failure to adhere to these guidelines will void all warranty. For more information, see our resources page or contact our technical department.

You must keep your water within the recommendations of SPATA & BISHTA.  If not, damage incurred will not be covered under warranty. If a product is taken apart this could invalidate warrantee.

Damage due to incorrect installation – many of our products need a qualified and registered person to install. Products such as Gas Heaters/Boilers MUST be installed by a Gas Safe registered installer in accordance with any manufacturing guidelines.  Oil boilers must be installed and connected by a qualified and registered Oil Boiler engineer.  Products such as Circulating Pumps & Heat Pumps should be installed by a competent pool engineer/electrician and in accordance with any enclosed guidelines. If you have any questions regarding installation of any product, please contact us.

Misuse and Negligence – All our products will perform well and last if treated correctly.  One of the most common instances of misuse is pump priming.  A self-priming swimming pool pump needs a supply of water to prime, if water level is low or the pump induces air this will cause damage to the pump and will void any warranty, pumps that have run dry, will not be subject to warranty.

Consumable Parts – Some of our products contain consumable parts. For example, pump seals/bearings, capacitors, light bulbs, lamps etc are not covered under warranty.  For more information regarding consumable parts please contact our technical department.

Where an item is purchased to be taken overseas (including if it is delivered directly overseas from us in the UK), the repatriation warranty requires that you return the goods to the at your cost.  Please note, some products warranties are invalidated due to use overseas.  Please contact us before purchase for clarification as we are unable to cover any additional charges you may incur.  If the item is found to be a warranty issue, we are happy to repair ready for collection.

Bestway products are under warranty with Bestway, not Wholesale Pools.  Bestway claims should be made by customers directly via the Bestway Support link provided below and not to us.  Bestway do not supply us with spares or replacements.  Please refer to the warranty information included with your product.

https://support.bestwayaftersales.co.uk

 

2. Guarantee

Prices are subject to change. If a product is unavailable, we can send a product of a similar type and quality. Any colours or visuals are only a guide and on occasion may be replaced by an alternative colour/finish.

While we try to ensure that all the prices on our website are accurate, errors may occur.

 

3. Privacy

Please review our privacy notice.

 

4. Liability Policy

Wholesale Pools accept no liability for any direct, indirect, special, consequential, or other losses, cost or damages of any kind arising out of access to, or the use of, this website or any information contained therein.  We accept no costs incurred if you authorise any specialist engineers, electricians, heat pump or boiler engineers to inspect or remove any items purchased from Wholesale Pools without written prior signed authorisation.

Wholesale Pools is not responsible for and has no liability with respect to any other websites that may be accessible through the site.

 

5. Copyright, Authors & Rights

The information on this website may not be copied, other than for domestic individuals reference purposes, with all copyright or other proprietary notices retained.  Please note that some images are used for illustrative purposes only.  Should you wish to clarify the illustration of a product, please contact us.

 

6. Making a Purchase

Making a purchase could not be easier.  Browse our online store and add the items you wish to buy into the shopping cart.  When you have finished your selection, click on ‘Checkout’ and you will be required to provide information that is required to complete the order.

We accept payment by Visa, MasterCard, PayPal & BACS.  We do not accept American Express.

When you receive confirmation of your order, this is to indicate that we have received your order and that a contract exists between us.  We have included this term to protect us in cases where a mistake has been made in pricing, where we have inadvertently under-priced goods, or if we are no longer able to supply a product for some reason.  In the case of a change of price, we will always contact you first to ensure that the new price is acceptable, if not the order will be cancelled and any money returned within 3 working days.

 

7. Shipping & Handling

Orders under £60.00 (inc VAT) Delivery is £6.99
Orders of £60.00 and over (inc VAT) Delivery is FREE

Exceptions apply, See below:

Most Products, if ordered by midday will be dispatched that day (Monday to Friday) and sent on a ‘Next Day’ delivery service.

We dispatch using a next day delivery service however, we cannot be held responsible for any delays during transit with the courier.

Bespoke, heavy and outsize products may take longer.  Please see the individual product information for further details.

Where a delivery date is pre-advised by us via email and nobody is available to accept delivery on that day, a redelivery charge may become payable by the customer.

All chemicals will need to be signed for by a person aged 18 years or over.  These cannot be delivered unsigned for or left in a secure location by the courier.

We are unable to ship any chemicals outside of mainland UK or over the water within the UK.

On occasion, a heavy product may incur an additional delivery charge.  This may be included in the displayed price, alternatively, we will calculate the additional cost and inform you.  Heavy goods can include coping stones, large covers, heating and dehumidification units, wooden pools, etc.

Some orders large in volume/weight may be dispatched using a pallet service.  This is at our discretion.  We would inform you via email on dispatch from the warehouse.  Please note, pallet deliveries are kerb side only.  We are not liable to dispose of any pallets.

Long length items (items over 1.4m in length) may take 2-3 days to deliver.

Deliveries to Northern Ireland, Jersey, Guernsey, the Isle of Man, the Isle of Wight and some postcodes areas of Scotland, require additional carriage charges.

Delivery is usually via APC, DHL, Royal Mail or on a Pallet.  On occasion when the product is shipped directly from our supplier, an alternate courier may be used.  If you are still interested in purchasing a product, we can arrange for the item to be delivered to a mainland address.  Please note we are unable to deliver to PO Box or BFPO addresses.

If you place an order for shipping overseas, we will contact you with the additional charges.  When sending goods abroad special payment terms apply as we must receive cleared funds before the goods leave our warehouse.  Please contact us for more details.

Please be advised should you require a ‘leave safe’ option for delivery, we will not be held liable for any consequential loss and/or damage to your consignment.

 

8. Delivery

Please Check Your Delivery Carefully

Prior to signing for a delivery, goods should be inspected.

Goods must be signed for once it is confirmed that all items are present and in good condition.

Claims cannot be entered into once a delivery has been signed for.

If you are unable to check your delivery before signing, you must sign for your delivery as UNCHECKED, or if the package is damaged in anyway, no matter how small, please sign for delivery as DAMAGED. We cannot claim from our couriers for any damaged items that have not been signed for as DAMAGED and wholesale pools cannot process any claim for damaged goods. Please note all products within the packaging must be checked fully on delivery, including inside parts where accessible.

If you decide to accept delivery with damaged external packaging thinking the goods inside are undamaged, we will not be held liable for product damage.  Please carefully open the packaging and inspect the goods.  Should you decide not to accept the item please carefully close and seal the packaging and refuse the delivery, and make sure its noted as damaged. If you accept, please photograph the damaged consignment including packaging and supply this to us immediately so we can claim against the courier the same day.

If you sign for a delivery that you find at a later stage to be damaged, neither us nor our courier will accept liability.  In this instance you must send back the item at your cost we will inspect and quote for repair.  If you choose not to repair, we will hold the item for 10 working days then dispose of it.  Should you wish for the item to be returned, you will need to pay the cost in advance.

By completing your order, you agree to abide by these instructions, to check your delivery and sign for it accordingly as either OKAY, UNCHECKED or DAMAGED. If you have signed for your goods as DAMAGED, then you must notify us by e mail on customerservice@wholesalepools.co.uk immediately.

For larger orders such as heat pumps, wooden pools, filters, glass media or pallet services, you must ensure that delivery access is adequate, and an able-bodied person meets, assists and signs for the delivery.  If no one is there and the goods are not signed for we cannot except any claim for damages.  If you need to arrange for a delivery to be made and are unable to sign for the goods, please contact us on 01747 839 601.

If delivery is attempted by a courier and no one is there to receive the goods, then the delivery will fail.  Goods may be returned to us and additional charges will apply for redelivery.

If you instruct the courier to leave your goods without a signature i.e. an unattended delivery, the responsibility falls on you to ensure a safe delivery site is available.  We will not be held responsible for lost or damaged items.

 

9. Missing Items or Incorrect Items

If you receive your order and you find there is an item that is missing or incorrect, you must notify us immediately. Again, please check that all parts are there before signing the delivery note or sign as PARTS MISSING.

 

10. Back Orders

If your item is not in stock, then this will be placed on back order. We will contact you should this timescale be more than 3 weeks, giving you the option to cancel your order if you would rather not wait.

 

11. Tax Charges

For orders made from within the UK, 20% VAT is added. All prices shown on our website are inclusive of VAT unless stated otherwise.

Please note that where a product is imported directly to you on special order from an overseas supplier, any import duty is your responsibility and not included within the purchase price.

 

12. Credit Card Security

Credit card numbers are encrypted using 128-bit encryption and they are not held in clear text on any website.

 

13. Reaching Us

If you need to reach us, please email us on customerservice@wholesalepools.co.uk

 

14. Privacy Policy

Wholesale Pools does not disclose buyer’s information to third parties, other than when order details are processed as part of the order fulfilment involving a third party.  In this instance, the third party will not disclose any of the details to any other third party.  We may on occasion send you information about our products for example a new season catalogue via email.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store your delivery address if the address book is used and to store your delivery details if you choose the ‘Remember Me’ option.  They are also used after you have logged in 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.

 

15. Children Policy

We do not sell our products to children.  Our products are only to be purchased by anyone age 18 or over.  

 

16. Orders and Cancellation Policy

The customers order is confirmed once deposit or full payment has been received.

Once full payment has been received the customer may not cancel the order or return any goods already dispatched.

We may, at our discretion and following your written request, agree to cancel an order/partial order.  This would not apply to the following:

Bespoke made to order products e.g. liners, pool covers. (Please note there is a tolerance of up to 30mm added on the solar covers.  On solar covers an extra 1% is added to the length).

Personalised goods e.g. pool finishes, cannot be cancelled.

Goods which may deteriorate or perish, e.g. chemicals, perishables.

Goods that are batch-made, e.g. tiles/copings.

Any chemicals or cleaning products for health and safety reasons.

1. Any item containing glass (including bulbs & lights).
2. Clearance section products.

• Electrical items where it has been connected to the electrics either through direct wiring or via a plug.

1. Any product where water has been connected and run through it.

If we authorise a request to cancel an order/partial order, you must return the goods to us at your own expense and by your own means. You must ensure that the goods are unused, in the original packing and able to be re sold.  Please note, a restocking fee of up to 30% may be applied.

We recommend that when returning an item, you take out suitable insurance and obtain Proof of Postage & delivery.  Please allow up to 14 days for the refund to be processed.

This cancellation policy does not affect your statutory rights.  For example, if the goods are faulty or not accurately described.

 

17. Returning Goods

We recommend that you obtain appropriate insurance for all goods you intend to return, to cover any damage during their transit, and that you obtain a Proof of Postage or collection/delivery note. If you fail to take reasonable care of the goods before they are returned to us and this results in damage or deterioration, we will charge you for the reduction in value of the goods or reject any refund.  You will need to pay for the goods to be sent back, or you can collect.  After 4 weeks from receipt of goods, these goods will be disposed of.

We are unfortunately, for hygienic reasons unable to take back any item that has had water through it.

We aim to test items returned within 10 working days from receipt. We will either:

1. a) Repair – We aim to repair within 5 working days.
2. b) Replace – A ‘like for like’ replacement will be sent out at our cost and this will normally be dispatched within 5 working days.

or

1. c) Refund.  Normally within 5 working days.
2.  

We ask that all returns are repacked in the original packaging in a resalable condition.

On occasion returned items may be subject to a restocking charge of up to 50%.

‘Special order’ items are non-returnable.  Please see list in section 16.

Due to the nature of the goods, we are unable to accept returns of any chemicals, for health and safety reasons or Bulbs or Lights (guts) containing Bulbs.

 

18. Damaged Goods

It is very important to slowly and carefully inspect your items. No claims can be entertained for damaged or missing goods that have been signed for as received in good condition.  Damaged goods should be refused and sent back to us after marking the assignment note or delivery document as DAMAGED.  We should be notified immediately of missing and damaged items or goods delivered late.  We make every effort to ensure your goods are delivered quickly and arrive in perfect condition, but we cannot be held responsible for delays or damage caused or be held liable for any consequential loss or damage.

Please be advised that should you require a leave safe option as a delivery method then we cannot be liable for any consequential loss and/or damage/theft of your consignment.

 

19. Image Disclaimer

Please note all visuals, colours and finishes on our web site are generic and may differ from the actual product.  Should you require a specific colour/finish, please specify with the order as products change from batch to batch over time and with different suppliers.  They would, however, be fit for purpose.  If you require an exact replacement or size please call or send in a photo, we will look to see if we can supply the exact replacement item/size.

 

20. Wi-fi Capability

Please note where any product offers a wi-fi facility, it is not the responsibility of us or the manufacturer to ensure the wi-fi coverage at the location is sufficient to support the product.