Terms & Conditions
Please read these terms and conditions of sale carefully before using 1st Direct Pools.
1. Our Details
1st Direct Pools (hereinafter referred to as we/us/our) is completely dedicated to your total satisfaction. If you have suggestions or comments, please email us using the link on the Contact Us page.
1st Direct Pools,
Ambassador Business Park,
Customer Enquiries: 0333 900 4040
Fax: 0844 247 0048
Email: [email protected]
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
Please review our privacy notice. We will also govern your use of our services to ensure you understand our policies.
3. Liability Policy
1st Direct Pools accepts no liability for any direct, indirect, special, consequential, or other losses or damages of any kind arising out of access to, or the use of, this website or any information contained therein.
1st Direct Pools is not responsible for and has no liability with respect to any other websites that may be accessed through this site.
4. 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.
5. Making a Purchase
Making a purchase could not be easier; just browse our store and add any items 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.
We accept all major credit card payments, including Switch/Maestro, Visa and MasterCard. We do not accept Diners Club or American Express.
When you receive confirmation of an order, 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 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 particular 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.
6. Shipping & Handling
UK Mainland - Next working day
Orders less than 50.00, including VAT 5.99
Orders of 50.00 and over, including VAT FREE
Products are dispatch in the Next working day
All chemicals will need to be signed for by a person over 18 years of age.
Chemicals - we are unable to ship any chemicals over water outside of UK Mainland.
Some heavy goods have an extra delivery charge; this is included either in the displayed price or we will work out the extra cost and inform you. Heavy goods can include coping stones, large covers, heating units, dehumidification units, wooden pools, etc.
Long length items (items over 1.4m in length) have a 2 day delivery.
Some areas of Scotland, Northern Ireland, the Isle of Man and the Isle of Wight will have extra carriage charges. Delivery is usually via UKMail, Royal Mail or a pallet line service, but, on occasions when the product is shipped directly from our suppliers, an alternate means of delivery may be employed. At this time, we are unable to ship to Jersey and Guernsey, but if you are still interested in purchasing a product, we can arrange for the item to be delivered to a mainland address from which you can make arrangements for delivery. We are unable to deliver to PO or BFPO boxes.
If you place an order that needs to go overseas, then we will contact you with the extra shipment charges you will need to pay.
Please be advised that should you require a leave safe option as a delivery method then we will not be liable for any consequential loss and / or damage to your consignment.
7. Cooling-off Period
14-Day Cooling-off Period
You can cancel your order within 14 days, whether or not the goods are faulty, and this period starts from when the contract is concluded (money taken and invoice generated). The full price paid will be refunded on our receipt of the returned goods in their original packaging.
The majority of products are dispatched and delivered overnight if the order is placed by 12pm (midday) on the day before. If the item is not in stock or is a special order, then these are normally dispatched within 28 working days from the date of order, depending on the goods and their availability; we will contact you in advance to give you the expected date of delivery. If your order includes a spare item, which we may have to specially order in, your order may be put on hold until all products ordered have arrived with us and then will immediately be put on a next day delivery.
Special delivery instructions may be left; for example, if the item is a gift or delivery is needed before a certain date. We are able to instruct our couriers, UKMail, to leave a package somewhere safe; however, this must be specified at the point of order within the Delivery Notes field in the shopping cart delivery details. If you instruct us 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 if your delivery instructions have been passed to our courier. For larger orders, such as heat pumps, wooden pools or pallet services, we require that you ensure an able-bodied person meets and assists with the delivery. If you need to arrange for a delivery to be made and are unable to sign for the goods, please contact us on 0333 900 4040.
If delivery is attempted two times by our couriers and no one is there to receive the goods, then the delivery has failed, and therefore the goods will be returned to us and an additional carded charge will apply for re-delivery. If you decide you no longer require the goods after a failed delivery attempt, there will be a minimum administration charge of 20.00 that will be deducted from any refund you receive to cover shipping and handling.
8. Please Check Your Delivery Carefully
It is always best to check your delivery before you sign for it, as when you sign for it on receipt it is deemed the goods were undamaged. If you are unable to check your delivery before signing for it, you must sign for your delivery as UNCHECKED, or if the package is damaged in anyway, no matter how small, please sign for it as DAMAGED. We cannot claim from our couriers for any damaged items that have not been signed for as DAMAGED.
If you sign for a delivery that you find at a later date has been damaged before receipt, then our couriers will not accept liability and you may be charged for the damaged items if we cannot claim from the couriers. In this case, a delivery charge for replacement items will be made, if they are still required.
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 telephone immediately on delivery and in writing within three working days of the original delivery date.
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 within three working days of receiving the item(s). 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 for you. We will contact you should this timescale be seen as lengthy, giving you the option to cancel your order if you would rather not wait.
11. Tax Charges
For orders made from the UK or the European Union 20% VAT is added. All prices shown on our website are inclusive of VAT unless stated otherwise.
12. Credit Card Security
Credit card numbers are encrypted using 128-bit encryption and they are not held in clear text on any website.
Prices are subject to change. If a product is unavailable, we can send a product of a similar type and quality. Should any of our products fail to meet your expectations, our no quibble guarantee allows you to return the goods to us (at your cost, providing they are in perfect condition, unused and in their original packaging) for exchange or refund within 30 days of purchase. Should these goods prove to be faulty, we will meet the cost of return, but we must nominate the courier who will be used.
While we try to ensure that all the prices on our website are accurate, errors may occur. If we discover an error in the price of the goods you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. Acceptance of your order and completion of the contract between you and us will take place on our dispatching the product(s) ordered to you, unless we have notified you that we do not accept your order, you have cancelled your order or it is a Special Order Item such as covers, liners, etc. (please refer to the Returns & Cancellation Policy for further details).
Depending on the product you have purchased will depend on the length of warranty your equipment carries however most of our products carry at least a 1-year warranty. Some products such as covers carry a pro-rata warranty meaning the amount able to claim against a new cover reduces year by year. With many of our products it is the supplier who holds the warranty. If you have any questions regarding warranty for specific products, please contact us.
In the event of a product breakdown you must contact us as soon as possible.
Many problems can be diagnosed over the telephone whilst some may require an engineer visit or item to be returned to us and/or the supplier. In the event of a visit or product return being required, complete and return to us ta warranty form, this can also be downloaded here. Once completed, signed and returned we will be able to organise the next stage of the process.
Return of item - If you believe your item has become faulty less than 6 months from the date of order it is our responsibility to collect the item and arrange inspection to diagnose the fault. If you believe you item has become faulty after 6 months from the date of order it is your responsibility to return it to us. We can arrange collection at a cost if required. Costs of return can differ from product to product, we will confirm the price to you before collection.
Engineer Visit – As we are a mail order company you are advised that anything ordered that you believe to be faulty must be sent back for testing however, in very exceptional circumstance we may agree, within the first 6 months, to send out and engineer. 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, but we have no control over third party engineers or their availability or busy/peak times. We will inform you If there is going to be a lengthy delay.
After 6 months it is the customer/purchasers responsibility to prove the product / goods are faulty, and purchasers responsibility to send the unit back at their cost
In exceptional circumstances an engineers visit can be arranged but prepayment for this visit would need to be made in advance. Cost of engineer visit will depend on type of engineer required and your location.
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, including but not limited to; collection, inspection and labour.
A Few Examples of Common non-warranty issues are;
Salt Water Pools – Salt is corrosive and will cause faults in products not manufactured for a salt water environment. Using a non salt safe product in a salt water pool will void all warranty.
Incorrect Water Balance - Correctly balanced water means that the pH, Calcium Hardness & Total Alkalinity must be kept within recommended guidelines. It may also be defined as water that is neither scaling. Incorrect water balance can 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.
Damage due to incorrect installation - Many of our products need a qualified or competent person to install. Products such as Gas Heaters/Boilers MUST be installed by a Gas Safe registered installer in accordance with any manufacturing guidelines. Products such as Pumps & Heat Pumps must be installed by a competent pool engineer/electrician and also 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 pump induces air this will cause damage to the pump and will void any warranty.
Consumable Parts - Some of our products contain consumable parts. For example, pump capacitors, light bulb/lamps etc. these items are not covered under warranty, for more information regarding consumable parts please contact our technical department.
15. Reaching Us
If you need to reach us, please email us using the link on the Contact Us page. Alternatively, you can call us on 0333 900 4040, fax us on 0844 247 0048 or email us on [email protected]
1st Direct Pools does not disclose buyers information to third parties, other than when order details are processed as part of the order fulfilment involving a third party. In this case, the third party will not disclose any of the details to any other third party. We may occasionally send you information about our products via post or email, for example, a new seasons catalogue.
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.
17. Children Policy
We do not sell our products to children; our products are only to be purchased by anyone over the age of 18. If you are under 18 years old and you wish to make a purchase, then you can do so with the involvement of an adult, parent or guardian by following the online instructions.
18. Cancellation Policy
This policy does not apply to the following goods, which are exempt from the right to cancel:
Goods that are made to order (bespoke), e.g. liners, solar covers, etc.
Goods that are personalised, e.g. Pacelite, pool finishes, etc.
Goods which may deteriorate or perish, e.g. paint, glue, etc.
Good that are batch-made, e.g. tiles/coping
Goods that are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, e.g. chemicals
Any other specific special order items (items not kept in stock) or made to order items
Products that require special delivery due to weighing over 150kg, as some of these products are perishable, have short shelf lives and/or may be colour batched, e.g. paint or Pacelite
Should you wish to cancel your order, you will need to do this within 14 working days of placing the order and confirm this cancellation in writing, by either letter or email to [email protected] or alternatively by fax on 0844 247 0048.
At our discretion, we may accept goods returned to us unwanted outside of the 14 days, but within no more than 28 days, from the date of purchase, but these goods may be subject to a 20% restocking charge.
If you cancel your order, you must return the goods to us at your own expense. You must ensure that the goods are in their original packing and are able to be re-sold.
We recommend that, when returning an item, you take out suitable parcel insurance and obtain a Proof of Postage.
If you cancel when the goods have been dispatched but not delivered, you will be refunded the basic delivery charge; any special next day surcharge, etc. will not be subject to a refund.
This cancellation policy does not affect your statutory rights; for example, if the goods are faulty or miss-described.
19. Returning Goods
We recommend that you obtain appropriate insurance for all goods you intend to return, to cover any damage during their return, and that you obtain a Proof of Postage or collection/delivery note.
If you fail to return the goods, we will collect them and we will charge you the direct cost of collection. 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 or the goods will be sent back.
20. 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. All damaged goods should be refused and sent back to us after marking the assignment note or delivery document as DAMAGED. We should immediately be notified of missing, damaged or late-delivered goods; this must be within 72 hours of receiving the goods. 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 will not be liable for any consequential loss and / or damage to your consignment.
21. Image Disclaimer
Please note visuals on our web site are generic and may differ from the actual product delivered, as products change over the years and with different suppliers. However they will all 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.