Company Details:
Storm Leisure Limited is registered at:
4 John Rastrick Rise, Thornwell, Chepstow, NP16 5GF
Company Registration Number: 6373449
VAT Registration Number: 931707137
Tel: 0844 8849196
E-Mail: sales@stormleisure.com
Policy:
It has always been Storm Leisure's policy to treat our customers in exactly the way we like to be treated ourselves. Our toes curl at the sight of small print, but it appears that not only to add to our creditability but to comply with legislation (EC Distance Selling Directive) we are required to offer you our own 'large print' version. You should note that your statutory rights under the current consumer protection laws are not affected (more probably enhanced).
Data & Privacy:
The information collected from you at the time you place an order (on you or those you gift to) will be stored in our database and is used purely to carry out your instructions and action your payment. There are no circumstances under which, this information might be passed to a third party.
We may, however, occasionally use the information to inform our customer base of special offers, sales, special events and price alterations, unless you advise us that you prefer us not to do so via our website, telephone or email.
Supply:
We undertake to supply you with the goods ordered on our web-pages or in any of our brochures by the date agreed, knowing that our products have to be processed and posted. If you have an urgent order it is always advisable to discuss your requirement direct with ourselves first. Some of our products are nearly always available for immediate despatch, those with a special order nature may not be available from stock and hence require ordering. Unless we have specifically agreed otherwise, delivery will be as soon as possible and not longer than 21 days.
Contact:
We will only contact you in connection with your instructions and keep you well informed should we have any difficulties providing you with the specific goods ordered.
Delivery:
Obviously, you the customer, recognise that we do rely on a postal service or other carriers to perform the delivery aspect of the 'contract'. We monitor the performance of our carriers continuously and welcome any feedback you wish to share, good or bad.
The "Free Postage on all orders above £x" or the next day service does not include any "large / heavy" items, such as hot tubs, gazebos, saunas, furniture, etc. For any of these items, either use the options available on the product listing or contact us for a quote.
If delivery is attempted by our couriers, and delivery has failed, the goods will be returned to us and an additional 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 £10 administration charge deducted from any refund to cover shipping & handling.
PLEASE CHECK YOUR DELIVERY - It is always best to sign for your delivery as UNCHECKED or make sure you check your delivery before you sign for it as being received ok.
If you are unable to check your delivery before signing for it, sign for your delivery as UNCHECKED or if the package is damaged in anyway, no matter how small, please sign for it stating DAMAGED. We cannot claim from our couriers for any damaged items that have not been signed for as DAMAGED.
Guarantee:
In the light of the forgoing you will appreciate we feel confident that we can unequivocally guarantee your total satisfaction with our product and service. Again you should note that your statutory rights under the current consumer protection laws are not affected.
Prices are subject to change. Whilst we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of 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.
If a product is unavailable we will 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) for exchange or refund within 7 days of purchase. Should these goods prove to be faulty, we will meet the cost of return and will nominate the courier used.
Acceptance of your order and the completion of the contract between you and us will take place on dispatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it
Refunds:
In the event of loss, damage or dissatisfaction with the product supplied, the goods need to be returned in a re-saleable condition or in the condition they were received (unless agreed in writing by management) and a replacement or full refund will be sent. If initial payment was by Credit Card, then the refund will be made back to your Credit Card Company. If however payment was by cheque, then the refund will be posted to you by cheque promptly. Our major concern is to maintain our happy relationship with you our customer.
If the goods ordered were a gift to a third party, we ask them (your giftee) to contact us immediately if they feel the goods are not in perfect condition or they believe the postal/courier services may have failed to deliver as agreed. We suggest that we will attend to this without any fear of embarrassment to you. We feel this is what you the donor would want us to do on your behalf.
Payment:
We accept payment on-line by Visa, MasterCard, Solo, Maestro, Delta, Switch or via Paypal. Credit card numbers are encrypted using 128 bit encryption. Should you wish to pay via bank transfer or cheque, please contact us for further details.
Although our customers submit payment at the time of placing their order, it is our policy not to action payments until the week in which the goods are to be despatched, unless advised by the customer. For products requiring a deposit, the agreed deposit will be processed in the week of the order / purchase with the remaining balance actioned prior to any agreed delivery.
VAT:
All our prices include vat, at 15%.
Complaints:
Well we don't have a procedure - because it has never got to that situation in the time we have been operating! Clearly we take any complaint very seriously and would expect to contact you almost by return - but at busy periods of the year, this might lead to a delay of 24 hours. It is an all hands on deck scenario at some times of year.
Warranties:
For all non-consumable items, we will supply you with goods that are free from defects in materials and workmanship for a minimum period of 6 months from the date of delivery.
For the manufacturers warranty details of all hot tub and sauna ranges please refer to the specific warranty documents contained on the web site / supplied with the product. All warranties are vested with the equipment manufacturer and in the event of any fault with a product your first point of contact is with the equipment manufacturer who may authorise us or any other Authorised Service Agent to carry out a repair or replacement accordingly
For all hot tubs and sauna products, please note that failure to supply the recommended power will void the manufacturer's warranty.
For all ex-display / demo products, Storm Leisure will warrant them against any defects in materials and workmanship for a minimum period of 6 months from the date of purchase.
Feedback:
We accept any form of feedback, good or bad, with respect to our products, service or our business as a whole. Please submit any feedback through the contact details listed.
Final Note:
We suppose because we have always enjoyed an open and trusting relationship with our customers, it grieves us to have to write down what has just been mutually understood between us over the periods of time. Any concern that you might have regarding security, privacy or complaint in connection with making a purchase may always be taken up with the mangement direct through the contact details provided.
