Terms & Conditions
Please read these terms and conditions of sale carefully before using 1st Direct Pools.
Once you have clicked you have read our terms will apply.
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: [email protected]
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 cost or damages of any kind arising out of access to, or the use of, this website or any information contained therein, we except no costs incurred if you authorise any specialist engineers , electricians ,heat pump or boiler engineers to inspect or remove any items purchased from 1st direct pools without written prior signed authorisation.
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 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.
6. Shipping & Handling
UK Mainland - Next working day
Orders less than 60.00, including VAT £6.99
Orders of 60.00 and over, including VAT FREE
Exceptions apply, See below:
Most Products are dispatch if ordered by midday are collected and sent on a next day delivery.
Currently due to the distance regulations etc, our curriers are taking up to 4 days to deliver.
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 and dehumidification units, wooden pools, etc.
Long length items (items over 1.4m in length) have a 2-day delivery service so again given current situation this could be up to 5 days.
So, for example if your order contains 3 m lengths of pipe or a vac pole this will slow the order as this item must go manually through our currier’s hub.
Some areas of Scotland, Northern Ireland, Jersey, Guernsey, Isle of Man and the Isle of Wight will have extra carriage charges. Delivery is usually via UK Mail DHL Royal Mail, XDP, 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. but if you are still interested in purchasing a product, we can arrange for the item to be delivered to a mainland address. We are unable to deliver to PO or BFPO boxes.
If you place an order that needs to go overseas, we will contact you with the extra shipment charges that you will need to pay., also 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 if you should 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.
In the current climate you may receive part deliveries. Please allow four working days to receive the rest of your delivery.
7. Cooling-off Period
14-Day Cooling-off Period
You can cancel your order within 14 days, whether the goods are faulty, or not, 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 unused returned goods in their original packaging ,remember the goods must be received back in unopened, un-used ,re-sellable condition ,we recommend that you insure any item you send back, if the goods arrive damaged no refund will be given.
There are products that cooling off does not apply, any special orders. Be-spoke products for example 1) pool cover made to fit your pool size. 2) any chemicals, Paint , 3) pool tiles or finishes as these are batched, 4) pool liners or any product that is subject to order from a third party , 5) any product that is perishable 6) any product that is a special order and not a stocked product or specially made for the customer.
Most products are dispatched 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 spares 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, should you require any part of your order urgently please contact us so we can try and insure its sent out rather than waiting for the rest of your order, extra cost may apply.
Special delivery instructions may be left; for example, if the item is a gift or delivery is needed before a certain date. We can instruct our couriers, 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, filters, glass media, or pallet services, you must ensure that delivery access is adequate, and an able-bodied person meets , assists ,signs for the delivery. If no one is there and the goods are not signed for we can`t 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 0333 900 4040.
If delivery is attempted 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 £25.00 this will be deducted from any refund you receive to cover shipping and handling and administration.
8. Please Check Your Delivery Carefully
Very Important 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 and 1st Direct can`t process any claim for damaged goods.
Given the current Covid 19 and distance regulations you may not be asked to sign for deliveries in this case you must tell the delivery driver verbally if the delivery is damaged and make sure it is noted on his electronic or written delivery note.
If you choose to except the damaged consignment thinking the goods inside are undamaged please carefully open the packaging and inspect, if you don`t want to except the item please carefully close and seal the packaging and refuse the delivery, and make sure its noted as damaged. If you except, please photograph the damaged consignment and date so e can make a claim against the currier this must be supplied to us within 72 hours of delivery, if not no claim for damaged goods can be excepted.
If you sign for a delivery that you find at a later to be damaged, after 72 hours ,we and our couriers will not accept liability, in this case 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 for 10 working days then dispose of the item, should you wish the item back ,you will be given the cost of return once paid the item will be returned to you.
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 [email protected]. Within 72 hours.
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 72 hours 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 lengthy, 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 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. Any colours or visuals are only a guide, many products unless you specify Colour /Finnish can be changed for alternative colours/finishes. 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 14 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, finishes 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 12-month 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. Terms apply 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. You can download a warranty form from the website.
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 the 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 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 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 engineer’s 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 costs between vary between £250 and £400 this 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 w send an engineer out to inspect your product and its deemed to be a warrantee issue you will be refunded for any engineer’s charges.
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;
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.
Incorrect Water Balance - Correctly balanced water means that the pH, Calcium Hardness & Total Alkalinity and sanitizer level 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.
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 must 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 pump induces air this will cause damage to the pump and will void any warranty, pumps run dry will not be subject to warrantee.
Consumable Parts - Some of our products contain consumable parts. For example, pump seals/bearings and capacitors, light bulbs / lamps etc. these items are not covered under warranty, for more information regarding consumable parts please contact our technical department.
Please note the warranties for all Bestway products are held with Bestway and not 1st Direct Pools. Please refer to the warranty information included with your product.
Please Bestway’s warranty form here: https://support.bestwaystore.co.uk/warranty-claim
Warranty Form - https://www.1stdirectpools.com/media/pdf/warranty-request.pdf
15. Reaching Us
If you need to reach us, please email us on [email protected]
1st Direct 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 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]
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, the delivery charge 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 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 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.
Any used item that has had water through it, for hygienic reasons, we are unfortunately unable to take back.
We normally test within 10 working days from receipt of the returned product/goods, we will either
a) Repair normally within a further 5 working days
b) Replace, a replacement like for like product will be sent out at our cost this will normally be dispatched within 5 working days
c) We will refund again normally within 5 working days.
We ask that all returns are packed in the original packaging and in original and resalable condition.
Some returned items may be subject to a restocking charge of up to 50%.
Some special-order items are non-returnable, see list in section 18
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 all visuals, colours and finishes on our web site are generic and may differ from the actual product delivered, if you require a specific colour /Finnish please specify with order.as products change from batch to batch over time 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.