Terms and Conditions (Last Updated: 01/12/2018)

Please read these terms and conditions carefully before ordering any products from our Website. You should understand that by ordering any of our Products, your acknowledgement of them during the ordering process means you have agree to be bound by these terms and conditions.

If you do not agree to these terms, do not place an order. Pool Bathrooms are a trading style of Pool Group Ltd and we reserves the right at any time, to modify, alter, or update these terms of use.

It is the customers responsibility to check for such modifications, alterations, or updates to these Terms & Conditions on subsequent visits to this website.

Please note that these Terms and Conditions apply only to the customer / consumer and does not apply to any commercial entities that are utilising our website..


1.1 In these terms and conditions:

'Supplier' refers to:

Pool Bathrooms
Unit 30C
Parkview Industrial Estate
TS25 1PE

'Goods' or 'Products' means the goods or products (including any instalment of the goods or any parts for them) which the supplier is to supply in accordance with these terms and conditions.

'Website' refers to our https://www.pool-bathrooms.co.uk website

‘Consumer’ or 'Customer' means a person who acquires goods and services for his or her own personal needs (i.e. not companies or businesses) and excludes commercial users.


2.1 On completion of placing your order online, you will receive an email acknowledgement (to the email address provided when placing the order). Please note that this does not mean that your order has been accepted by us. The contract between us is formed when the goods are dispatched. We (Pool Bathrooms) reserve the right, at any time prior to acceptance, to refuse any order or any part of an order.

2.2 If goods are ordered over a weekend, Bank Holiday or after 2.00pm the order date is taken as the next working date.

2.3 If any goods are priced in error, Pool Bathrooms will not be bound to honour incorrect prices.


3.1 To cancel your order please use our website contact form, telephone us or use the live chat facility, you will receive a confirmation back to you within 4 business hours.

3.2 If the order has already been dispatched by us, you will be charged the actual cost of returning the product back to Pool Bathrooms. Bespoke items, such as whirlpool baths or any items which may represent a health issue, if they have been used or the seal has been broken. This applies particularly (but not exclusively) to toileting and bathing equipment and may not be cancelled after ordering.

3.4 Refunds will be issued as soon as possible and in any case, within 30 days.


4.1 For larger goods and goods which are shipped on a pallet, the goods will be delivered as close as possible to your front door. The delivery drivers are not insured to take their vehicles off the public highway. If your property is unreachable for any reason, such as access being on a private road, up a flight of stairs (such as flats), or any other obstruction (inc. narrow streets, controlled parking zones, road markings ), delivery will be made as near to your property as possible. Large deliveries are delivered as a 'kerbside drop', please ensure there is sufficient access to your delivery address for large vehicles.

4.2 The refusal of a delivery due to examples in 3.2 and 4.1, will lead to the actual cost of returning the pallet/parcel to Pool Bathrooms.

4.3 Most deliveries will be made by a single driver and delivered as close as possible to the front door (please see 4.1) smaller items will usually be delivered via courier or Royal Mail.

4.4 The driver is NOT insured to take the goods inside your property. So therefore if the goods ordered are of a heavy or bulky nature, it is strongly recommended that you organise at least two able bodied persons to get the goods inside the property.

4.5 Delivery dates are approximate and no liability whatsoever is accepted in respect of late deliveries. Please do not arrange fitting of the items until they have been delivered and checked for discrepancies/damages on arrival of your goods. On the day of shipment you will receive an automated email containing your shipment tracking number.


5.1 Small items that arrive by courier, you agree to open all boxes, thoroughly check the goods for damage and notify us via our contact form, email, telephone or live chat facility if there is damage/shortage within a reasonable time period. If the packaging of the item appears damaged on delivery, please write ‘damaged’ on the delivery note.

5.2 For items which are dispatched using a pallet service please check the goods for damage. Any products damaged in transit must be noted at the time of delivery and documented on the delivery note. The delivery driver will wait for up to 15 minutes whilst you thoroughly check the items for damage. If you have purchased a large number of items, it is advisable that you have another able bodied person to help in checking of the goods.

5.3 If part of an order is damaged on delivery, please refuse the entire order and notify us as soon as possible so that we can arrange delivery of the replacement order.

5.4 If you appoint someone else to receive and sign for the goods on your behalf, you agree to advise them that the goods must be checked and you accept full responsibility for any damage or losses if they sign on your behalf.

5.5 From the time of receipted delivery of the goods. Any loss or damage to the goods shall be at your own risk.

5.6 If a bespoke item arrives damaged, a replacement will be dispatched once manufactured.

6. RETURNS POLICY (Non-Faulty Goods)

6.1 If you do not require a product when you receive it, you may cancel your order at any time within 14 days of receiving your goods. This is know as the ‘cooling-off period’.

6.2 To cancel your order please notify us in writing, via contact form, email, telephone or via our live chat facility and you will be issued with a returns number.

6.3 All returns must be raised within 30 days of receiving your goods. Returns raised after this will not be accepted.

6.4 If you cancel your order under these provisions, then you will be responsible for returning the goods to us in a good condition and at your own cost. You have a responsibility of care, by law to ensure that the goods are received by us in a good condition and unused.

6.5 Pool Bathrooms reserves the right to claim damages for a breach of duty of care if the returned product are unsuitable for resale.

6.6 Due to hygiene concerns some of our products can not be returned once opened. If you require a viewing of the goods before purchasing please visit our showroom.

6.7 Bespoke items can not be returned.

7. RETURNS POLICY (Faulty Goods)

This applies to goods which develop a fault after installation and not transit damage (please see section 5, for damaged goods in transit).

7.1 All goods supplied by Pool Bathrooms come with a 12 month manufacturers guarantee. When Products are stated as having longer guarantees, these guarantees are covered by the Manufacturer and not Pool Bathrooms, this does not affect your statutory rights

7.2 In the event of faulty goods being returned at the expense of the customer, Pool Bathrooms will refund reasonable postage costs.

7.3 All returned faulty goods are tested by the manufacturer, and if the item is not faulty the product value will be refunded minus the cost of the testing process.

7.4 If your purchase develops a fault within the warranty period please notify Pool Bathrooms. In most cases the Manufacturers offer a service/breakdown engineer service who will visit your property to repair or replace the faulty item. If the fault is not causing any damage, please do not remove the installed item as this could void your guarantee. We find that it is quicker if you contact the manufacturer directly, to arrange a call from an engineer in the case of a product developing a fault. Contacting the manufacturer direct is optional and you may of course contact us to resolve any problem should you wish.


8.1 A small percentage of items are held on stock at our suppliers, so therefore please await email confirmation (or phone customer services) of pick-up time & date before visiting

8.2 Pool Bathrooms personnel are not insured to load customers vehicles, so make sure you have an able bodied person to help in the loading of your goods

8.3 Please ensure that you thoroughly check all goods you have collected, as Pool Bathrooms can not consider any claims for damage or shortages after the items have left our premises. This does not affect your statutory rights as a consumer.


9.1 If you select the delivery option during the checkout stage, you are agreeing to enter into the delivery service contract.

9.2 Once the items have been dispatched from our showroom the service contract can not be cancelled.

9.3 The refusal of a delivery, may lead to the actual return cost being charged.


10.1The warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by the Supplier, failure to follow the Suppliers instructions, misuse, or any alteration or repair carried out without the Suppliers approval.


11.1 These Terms & Conditions are not intended to be a full statement of all your rights under the CCR. Full details of your rights under the CCR are available in the UK from your local Citizens Advice Bureau or your Local Authority’s Trading Standards Office. When using our site, you are accepting these Terms & Conditions and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. These Terms & Conditions do not affect your statutory rights as a consumer.


12.1 Pool Bathrooms is not responsible for the availability of, or content located on or through any external site linked to our website, nor for any transactions between you and such sites.

12.2 If you have any concerns regarding 3rd party sites linked to our website, please notify us as soon as possible and an investigation will be carried out.


As Pool Bathrooms continues to grow, we would like to use comments and feedback supplied by our customers to improve our customer service levels and product ranges.

13.1 By sending us your comments regarding products and/or customer services, you agree that we can publish them online.

13.2 If you have experienced any problems with our service, please notify us with the facts via our contact form, and allow up to 14 days for a investigation to be carried out and to supply feedback to you.

13.3 If after 13.2, you feel that you have not been treated justly, please do not leave feedback on any online resource without adding the feedback from our customer services department to give a balanced view.

13.4 Pool Bathrooms work hard to provide our customers with the best possible customer service, however, due to the nature of the business and the number of other companies involved in supplying our customers with goods they have ordered - please be aware, it is inevitable that problems will occasionallly occur. When this is the case, please give us a reasonable chance to rectify the situation and we will do everything we can to bring the issue to a mutually satifactory conclusion. We work hard to maintain our good reputation and publication of fallacious, deceptive, innacurate or misleading material may result in legal action against the publisher.