The small print, made plain.

Who we are.

These terms apply when you purchase from The Wellness Yard, a trading name of Bravanta Group LLP (company number OC460266), registered at 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE.

Email: [email protected]   Phone/WhatsApp: +44 7459 554 265

By placing an order with us, you agree to these terms.

What we sell.

We sell hot tubs, swim spas, saunas, and associated accessories. Product listings on our website are invitations to purchase, not contractual offers.

Refurbished products

Some products listed on our website are refurbished (pre-owned) hot tubs. These are clearly labelled as such in the product listing.

Refurbished products are sold in the condition described in the listing. Each listing will set out the known condition of the unit, including any cosmetic imperfections. Photos of the actual product are available. You are encouraged to check these photographs and any comments on condition before purchasing.

Refurbished products are not sold as new. The standard of satisfactory quality under the Consumer Rights Act 2015 is assessed in light of the product's age, price, and described condition, meaning fair wear and tear consistent with use is not considered a defect.

Refurbished products are covered by a 90-day parts and labour warranty as described on our Warranty page. This warranty does not cover cosmetic condition, covers, steps, lighting, or audio-visual equipment.

Stock images and descriptions

Images shown on our website are provided by the manufacturer for illustration purposes only. The product you receive will match the specification listed, but minor cosmetic details may vary from photographs where the manufacturer has made small improvements to a model. Any such changes will always represent an improvement. Where we are aware of a difference, we will let you know. If in doubt, please ask us before ordering.

Placing an order.

When you place an order with us, we will send you an order confirmation by email. This confirmation constitutes our acceptance of your order and forms a binding contract between us, subject to these terms.

We reserve the right to cancel or modify an order if there are changes to stock availability, pricing errors, or other circumstances outside our control. In the event of a pricing error, we will contact you to offer the option of paying the corrected price or cancelling your order for a full refund.

Deposits.

Where you pay a deposit to secure a product:

• Your deposit is fully refundable for 14 calendar days after placing your order.
• After 14 days, deposits are non-refundable, as your product is secured from the manufacturer on your behalf.
• The remaining balance is payable by bank transfer (BACS) no later than 48 hours before your scheduled delivery date.
• If a product held in stock for you remains undelivered for more than three months, a 50% deposit will be required.

Pricing.

All prices shown on our website are in pounds sterling (£) and include VAT at the current UK rate. Our VAT registration number is GB 528 5145 83.

We reserve the right to change prices at any time prior to your order being confirmed.

Delivery and installation.

All delivery and installation is carried out by our specialist delivery partner on our behalf.

• Free delivery to the UK Mainland is included with all hot tub and swim spa purchases. Deliveries to the Scottish Highlands, Offshore Islands, and Northern Ireland may incur additional charges — please contact us before ordering if this applies to you.
• A delivery team will transport your product to your chosen position in your garden and ensure it is correctly set up. A minimum clearance of 1 metre is required along the access route. Please also account for any gates, steps, drain pipes, or corners that may restrict width.
• You are responsible for ensuring safe and suitable access for our delivery team, as set out in our Delivery Requirements page. If you have any doubt about access, please contact us before placing your order.
• By accepting delivery, you confirm that you have read and understood the delivery requirements and have notified us of any potential concerns.
• Crane-assisted delivery is not included. If you believe a crane may be required, please contact us in advance.
• Product packaging will be left at your property. Please dispose of it responsibly in line with your local recycling guidelines.
• Our delivery team will take reasonable care during delivery and installation. Due to the size and weight of the products, minor cosmetic marks to the base or sides may occasionally occur and are unavoidable even with the greatest care. These do not affect the use or enjoyment of your product. You accept the risk of such minor marks occurring when delivery is carried out with reasonable care and skill.
• We cannot accept liability for damage to goods or property that results from inadequate access, poor ground preparation, or access not meeting the requirements outlined.

Access is your responsibility

We do not carry out site surveys. Assessing the access route, preparing the base, and making sure the route is clear on the day are your responsibility as the customer.

So that our delivery team can plan the lift in advance, you must send us a detailed walkthrough video of the full access route, from the kerb to the final position, at least 5 days before your delivery date. You can upload it at thewellnessyard.co.uk/video-walkthrough. If we do not have your video in time, we may postpone the delivery until we do.

The walkthrough video is for guidance only. It helps our delivery team plan the lift, but not everything can be assessed from a video, so our review of it is not a site survey and does not confirm that your access is suitable. Whether or not we comment on your video, responsibility for making sure the route and the base are suitable remains with you, and we do not accept liability for a failed or delayed delivery, or for damage, that results from access which turns out to be unsuitable on the day.

You must also make sure the access route and the base meet the requirements set out on our Delivery Requirements page and in the information we send you after you order, and that the route is clear on the day, with vehicles moved, gates unlocked, and obstructions removed.

If access fails on the day

This applies to hot tubs, refurbished hot tubs, swim spas, and saunas where we are carrying out the installation or assembly.

Our team will do everything reasonable on the day to get your unit into position, including lifting gates off their hinges, using a specialist spa trolley, and working around awkward corners.

If the delivery or installation cannot be completed safely, the team will return the unit to the depot and we will contact you to arrange a new date. A second attempt is charged at £250.

We cannot accept liability, and no refund of delivery or installation charges is due, where a delivery fails because the access on site was not adequate. That includes where you did not send us a walkthrough video, where the video did not show the true access route, and where the route or the base had not been prepared as set out on our Delivery Requirements page and in the information we send you after you order.

If you decide to cancel after a failed delivery attempt, we will retain £350, being the cost of the first attempted delivery, together with the deposit you paid to secure your order. Anything you have paid above that amount is refunded to you. This reflects costs we have already incurred and is not a penalty, and it does not affect your statutory rights, which are set out under "Your statutory rights" below.

Where a crane (HIAB) lift is the right answer, that is arranged by you directly with a local crane company, at your cost. We will coordinate the timing so our team is on site to take over once the unit has been offloaded.

If you are in any doubt about access, please contact us before you order. Send us photos and measurements of the route and we will tell you honestly whether it works, whether a crane is needed, or whether a different model would suit your space better.

Removal of old equipment

We can arrange removal and disposal of your old hot tub. A minimum charge of £300 applies, subject to ease of removal. Additional charges may apply where access is obstructed. Please provide photographs of the existing equipment and access route so we can give you an accurate estimate.

Electrical installation.

Hot tub and swim spa installations must comply with Part P of the Building Regulations and Section 702 of the IET Wiring Regulations (BS 7671). It is your responsibility as the homeowner to ensure that all electrical work is carried out by a qualified electrician registered with a competent person scheme such as NICEIC, NAPIT, or ELECSA.

We strongly recommend that you arrange electrical installation before or on the day of delivery so your product can be commissioned immediately. Please refer to the specific electrical requirements for your model, which are detailed in the product listing and technical documentation.

Hot tub chemistry.

The ongoing care and chemical management of your hot tub is entirely your responsibility as the owner. We are not liable for any damage caused by incorrect chemical use. Please follow the guidance provided at handover and refer to the manufacturer's owner manual.

Extended warranty cover.

Where an optional extended warranty is purchased (for example our 12-month electrical extension on a refurbished hot tub), it covers the electrical components of the hot tub itself: pumps, electrical control packs and topside control panels, parts and labour. The full terms are set out on our Warranty page.

The extended warranty applies to the hot tub only. It does not cover an air source heat pump. A heat pump is a separate item and carries its own 2-year manufacturer warranty from the date of purchase, as described in the next section.

Air source heat pumps.

An air source heat pump is warranted separately from the hot tub it is paired with. It carries a 2-year manufacturer warranty from the date of purchase. Any extended warranty bought on the hot tub does not extend to the heat pump.

Air source heat pumps use R32 refrigerant, which may require recharging periodically (typically every one to three years depending on usage). Re-gassing must be carried out by a qualified technician. We can arrange this service on request. We are not liable for reduced performance resulting from delayed or missed maintenance of your heat pump.

Reporting problems.

If you experience any issue with your product, please report it to us in writing as soon as possible. So your enquiry lands with the right team and stays attached to your order, use our support system rather than ad-hoc channels:

Please do not attempt to communicate issues via any other route, as we cannot guarantee these will be picked up and acted upon promptly. We aim to respond to all written enquiries within one working day.

Service visits and call-out charges.

These terms apply to service visits for hot tubs, refurbished hot tubs, swim spas, saunas, and ice baths.

If you report a fault, we will always try to resolve it with you remotely first, by phone, email, or video. Many concerns can be settled this way without an engineer needing to attend.

Where an engineer does need to visit to inspect or repair your product, a call-out charge of £120 applies. This covers the engineer's time and travel. Whether that charge is refunded depends on what the visit finds:

• Refundable. If the visit confirms a manufacturing fault covered by your warranty or your statutory rights, the call-out charge is refunded, so you are not left out of pocket for a genuine fault.
• Payable. If the engineer finds no fault, or finds the problem was caused by accidental damage, misuse, incorrect installation, or general wear and tear, or is otherwise not covered by your warranty, the call-out charge is payable by you.

We will confirm the call-out charge with you before arranging any visit, so you always know where you stand before an engineer is booked.

Your statutory rights.

Nothing in these terms affects your rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. For independent advice on your rights, visit citizensadvice.org.uk.

These terms are governed by the law of England and Wales. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you are resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of those nations.