Conditions of Use

CVW Distribution Ltd ("we", "us" or "our") provides the services available on the Site to you subject to the following terms and conditions (the "Terms and Conditions"). By accessing or using the Site, you are acknowledging that you have read, understand, and agree, without limitation or qualification, to be bound by these Terms and Conditions.

1. Privacy Policy

Please also review our Privacy Policy, which forms a part of these Terms and Conditions and governs your visit to the Site, so that you may understand our privacy practices.

2. About CVW Distribution Ltd

CVW Distribution Ltd is the supplier of the goods and is registered in England as CVW Distribution Ltd, Hooks Drove, Murrow, Cambridgeshire, PE13 4HH

3. Prices

The prices indicated for products available via the Site do NOT include UK VAT and do not include delivery charges. VAT will be charged (where applicable) at the current rates. Shipping will be added automatically during checkout according to the delivery address.

4. Product Information

We will do our best to ensure that all information, descriptions, photographs and prices of products appearing on the Site are correct at the time when the relevant information was entered onto the system. Though we aim to keep the Site as up to date as possible, the information including product descriptions appearing on this Site may not always reflect the product exactly at the moment you place an order.

5. Online Orders

When you order online you will be helped through the process by simple instructions on the Site. You may review your order and confirm or correct it prior to finally placing your order. You place your order request for goods from the Site by clicking on the Submit button at the end of the online order process. When you have placed your order we will send you an email acknowledgement providing you with the details and value of your order, which has been debited to your credit card.

If you require an invoice, please contact us on the website phone number. We may not accept your order if we suspect fraudulent activity or violation of our Terms and Conditions (including our Privacy Policy).

If for some reason we are unable to fulfil your order, we will contact you by email or telephone.

6. Payments

You may pay using credit card or bank transfer. When paying by credit card you confirm that the credit card that is being used is yours. All cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses or does not, for any reason, authorise payment to us, whether in advance or subsequent to a payment, we will not be liable for any delay or non-delivery. On occasion, and for frequent (trade only) customers we can, out of goodwill and understanding despatch orders prior to payment. Payment must be made within 14 days from despatch by either cheque or bank transfer.

7. Returns policy

If you are not completely satisfied with your order we can offer either a refund or exchange providing that goods are returned to us unopened and in their original packaging within 14 days of receipt.

Returns received after 14 days are not eligible to be refunded. You will be given a voucher to the value of the return product(s).

Please ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service.

Please note that special and custom order items (items we ordered in specifically for you, including spa covers) can only be returned if they are faulty.

Please contact us prior to returning any orders.

We aim to handle your returns within seven working days of receiving the goods. If the goods are being returned because they were incorrectly supplied, then we will also refund the postage and packaging costs.

If you are returning an incorrectly purchased item(s), that we correctly shipped, we will not refund the order shipping charge.

We will also charge a 20% re-stocking fee which will deducted from the refund.

Please note that if you have not purchased your products via this website you will need to arrange your return or exchange directly with the place where you bought them.

8. Hotspring Parts - Returns Policy

Buy carefully. 

We do not accept the return of any Hotspring specific parts for refunds if they have been purchased by the customer and delivered correctly by Spa Components.

We will only accept the return of a part to allow for a replacement, if it is proven to be faulty, under warranty.

Delivery Information

We aim to process and ship your order as quickly as possible. However, if you wish your order to go out on the same day as it is placed please note that it will need to be with us before 12 noon (weekdays only).

We cannot be held responsible for direct or consequential losses arising from 'late' deliveries. Any claim you wish to make should be made direct with the courier.

UK orders

Standard orders are processed on the day of receipt (excl. weekends and bank holidays) and should be with you the next working day (mainland UK only). Orders placed on Saturdays, Sundays and holidays will be processed the following business day. If it has been more than six working days and you have not received your order, please contact customer services by email through this website.

Please note that processing times may increase occasionally when there is especially heavy demand.

Hours of business

Monday - Friday 09:00 to 17:00 
Excluding UK Bank Holidays.

Packaging

 We use recyclable cartons and filling material wherever possible. If you have any comments on our packaging please contact customer services using the phone number at the top of the website.

If you are returning an incorrectly purchased item(s), that we have correctly shipped, we will not refund the shipping change.

Warranty Returns:

Warranty claims

Any claim under warranty must be made in writing. You may use the 'Contact Us' form on this web site or call for instructions. Any warranty is on a 'return to base' basis - it is your responsibility to ship the goods to us (CVW Distribution Ltd, Hooks Drove, Murrow, Cambridgeshire, PE13 4HH). Please pack the items adequately because any shipping damage is at your risk, and include a copy of the original invoice in the package. Faulty goods that are returned within the 12 month period are not liable for a refund. Once inspected and verified, we will either repair or replace goods at our discretion. 

It is in your best interest to check first that everything has been installed correctly and that the product is used in the way that it is intended. Warranty claims will be declined if the product has been misused or incorrectly installed.

What you do

If you believe a product that you have bought from us has developed a fault that is due to the product itself, follow this action list:

  • Locate the details of exactly when you bought the product from us. We will need your order reference, purchase date and the serial number of the product.
  • Contact Us to discuss the fault/problem BEFORE sending anything back.
  • Securely package the product and return it to us. 
  • It is your responsibility, risk and cost to return products.

What we do

  • We will examine the product and, if applicable, set it up on test.
  • If the product is working correctly we will return it to you.
  • If the product is faulty we will send out a replacement product, or provide you a credit for the purchase cost of the same product.

If you Need a Quick Replacement

In the situation where you need a replacement product before returning the faulty one, you will need to buy it through the on-line shop. Replacement products are not sent out until we have received the product (in good condition) and verified the fault exists.

Timed requirements

Once you have notified us that you are returning an order under warranty, we would expect to receive the products within 14 days.

After 14 days we are not able to satisfy any form of claim.

Returns address :

 

CVW Distribution Ltd

Hooks Drove, 

Murrow, 

Cambridgeshire, 

PE13 4HH

 

8. Delivery

We will deliver the goods following the delivery option selected by you during the order process. Any delivery timescales quoted to you are indicative only. If some of our stock is unavailable when you place your order we will inform you of the out of stock items and allow you the choice of either (a) having a cash refund or (b) a shop voucher or (c) choosing to have the out stock parts shipped with a future (freight paid) order, beneficial if you are a frequent buyer. We do not accept any liability for delayed delivery caused by any third party.

9. Intellectual Property

All the content on the Site, including, but not limited to, text, graphics, logos, button icons, images, audio clips, data compilations, and software, and the compilation thereof (collectively, the "Content") is the property of CVW Distribution Ltd, our affiliates, our partners or our licensors, and is protected by United Kingdom and international copyright laws. The trademarks, logos, and service marks displayed on the Site (collectively, the "Trademarks") are the registered and unregistered marks of CVW Distribution Ltd, our affiliates, licensors or partners, in the United Kingdom and other countries, and are protected by United Kingdom and international trademark laws. All other Trademarks not owned by us, our affiliates, partners or licensors that appear on the Site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by us. Neither the Content, the Trademarks, nor any other portion of the Site may be used, reproduced, duplicated, copied, sold, resold, accessed, modified, or otherwise exploited, in whole or in part, for any purpose without our prior written consent.

10. Press articles

CVW Distribution Ltd does not accept any responsibility whatsoever for any celebrity endorsements in the Press articles displayed on this website. All articles have been reproduced here as they were originally printed and written by the original publisher. Any false claims or endorsements are the responsibility of the original publisher.

11. Website links

A website that links to our Site may link to, but not replicate, our Content; may not imply that we are endorsing such website or its services or products; may not misrepresent its relationship with us; may not contain content that could be construed as distasteful, obscene, offensive or controversial, and may contain only content that is lawful and appropriate for all ages; may not portray us or our products or services, in a false, misleading, derogatory, or otherwise offensive or objectionable manner, or associate us with undesirable products, services, or opinions; may not use any Trademark without express written permission; and may not link to any page of the Site other than the home page. We may, in our sole discretion, request that you remove any link to the Site, and upon receipt of such request, you shall immediately remove such link.

12. Your Obligations and Responsibilities

In the access or use of the Site, you shall comply with these Terms and Conditions. You shall act always in accordance with the law, custom and in good faith. You may not make any change or alteration to the Site or any Content or services that may appear on this Site and may not impair in any way the integrity or operation of the Site. Without limiting the generality of any other provision of these Terms and Conditions, if you default negligently or wilfully in any of the obligations set forth in these Terms and Conditions (including our Privacy Policy), you shall be liable for all the losses and damages that this may cause to CVW Distribution Ltd, our affiliates, partners or licensors.

13. Your personal information

By submitting your details on our website you warrant that the personal information which you are required to provide when you register as a customer is true, accurate and current in all respects. Please see our Privacy Policy regarding the treatment of your personal information.

If your personal information changes please notify us immediately by contacting Customer Service using the phone number on the website or email us through this website. Alternatively, you can update your details through the "My Account" page. You are responsible for maintaining the confidentiality of your account and password and for taking all reasonable measures to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. If you have reason to believe that your password has become known to somebody else, or is likely to be used in any way that is unauthorised by you, you should contact us immediately. You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

You can cancel your account at any time by contacting Customer Services or by email through this website. We reserve the right to refuse service and/or terminate accounts without prior notice if you violate these Terms and Conditions or if we decide, in our sole discretion, that it would be in CVW Distribution Ltd best interests to do so.

14. Indemnification

You agree to defend, indemnify and hold us harmless for any loss, damages or costs, including reasonable attorneys fees, resulting from any third party claim, action, or demand resulting from your use of the Site. You also agree to indemnify us for any loss, damages, or costs, including reasonable attorneys fees, resulting from any action you take that imposes an unreasonable burden or load on our infrastructure.

15. Complaints

If you have any complaints or wish to discuss any matter in respect of the goods please contact Customer Service or email us through this website.

16. Disputes

Your use of this Website and any purchase by you of any goods from CVW Distribution Ltd shall be governed by English law and the parties hereto submit to the exclusive jurisdiction of the English courts. Any arbitration shall be heard at a court in London.

17. General 

You acknowledge and agree that these Terms and Conditions, which include our Privacy Policy, constitute the complete and exclusive agreement between us concerning your use of or purchases on the Site, and supersede and govern all prior proposals, agreements, or other communications. We reserve the right, in our sole discretion, to change these Terms and Conditions at any time by posting the changes on the Site.

We have taken great measures to ensure that your visit to the Spa Components website is an excellent one and that your privacy is constantly respected. If you have any questions, comments, or concerns about our privacy practices, please contact us by email through this website.