Direct Sales Line 0333 344 8370
Bristol Showroom 01179 714868
Cardiff Showroom 029 2132 7682
Swansea Showroom 017 9295 0647
Dreamspas Logo
Bristol ShowroomFlowers Hill
Swansea ShowroomTower Court

Terms & Conditions

Cancellations, Refunds & Faulty Goods


"Conditions" means these terms and conditions and the Special Conditions;
“Hot Tub” means any Hot Tub or Swim Spa displayed for sale on the Website;
“Sauna” means any Sauna displayed for sale on the Website;
"Accessory" means any other product (excluding Hot Tubs and Saunas) displayed for sale on the Website;
"Description" means that part of the Website where certain terms and conditions in respect of the individual Product are provided;
"Users" means the users of the Website collectively; 

"We/us" means Dreamspas Ltd; Registered address: Willis House, Flowers Hill, Brislington, Bristol, England, BS4 5JJ, Company Number: 10169632
"Website" means the website located at
"United Kingdom" means England, Wales, Scotland, Northern Ireland and the Channel Islands

Our Rights

  • We may occasionally update these Terms and Conditions of Sale from time to time, for example to comply with changes in the law or to take account of new ordering processes or new products we may offer.
  • Every time you wish to order Products and/or Installation Services, please check these Terms and Conditions of Sale on the website ( (our “Website”) for the latest version to ensure you are happy with any changes and to ensure you understand the terms which will apply at that time. 
  • The prices of the Products, Delivery & Position and Installation Services will be as quoted in your Order Information Email. We take all reasonable care to ensure that the prices of Products, Delivery & Position and Installation Services are correct at the time when the information is sent to you.
  • We will contact you before we accept your order if we discover an error in the price of Products and/or Delivery & Position/Installation Services you have ordered.


  • The contract between you and us is not formed until we have acknowledged acceptance of your order and have provided you with an order confirmation email (“Order Confirmation Email”). This means that we will not be obliged to supply Product(s) and/or Installation Services until this time. Any payment taken will be refunded to you if your order is later refused or rejected by us for any reason.
  • We will do our best to ensure that all Products shown on the Website are available to order. However if any Products that you have ordered are no longer available we will not accept your order and a contract will not be formed. Instead we will attempt to contact you and advise substitute products of a similar nature and quality. If you have already paid for the Products, we will refund you the full amount as soon as possible.
  • If at any point there are any problems with your order, please contact us on 0333 3448370,

Cancellation of contracts for goods and returns policy

  • If you wish to return the Products to us because they are faulty or mis-described, please contact us on 0333 3448370 or We will be required to carry out full investigation and resolve the issue and if the fault is not reparable we will offer alternative options or refund option and collect faulty Product(s) at no charge to you. However, when a crane or other lifting equipment, or other 3rd party services such as additional manpower has been arranged by the customer to assist with any delivery, the cost of these services is entirely the responsibility of the customer.
  • We may make a deduction from the reimbursement for loss in value of any Products supplied if the loss is the result of any unnecessary handling by customer.
  • In addition to these rights, we also offer our customers an additional enhanced manufacturer guarantee for certain Products, and details of these additional rights are available on the Website and will be provided with the Products manual on delivery. These additional manufacturer guarantees do not affect your legal rights in relation to Products that are faulty or not as described.
  • Customer can return goods ordered from website for any reason within 14 days of receipt for a full refund or exchange. The costs of returning goods to us shall be borne by customer.
  • Upon receipt of the goods we will give customer a full refund of the amount paid or an exchange credit as required, less (if for any reason these costs have not been paid by customer) the costs of delivery to us.
  • The rights to return the goods to us as referred to above will not apply in the following circumstances: -
    • in the event that the product has been used
    • to any products that we have made or customised specifically for you

Faulty Goods

  • Under the Consumer Rights Act 2015, a customer has an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date the customer took ownership of the goods. If an item is faulty and needs to be returned, the customer does not need to pay postage costs for the return of the faulty item. If a customer is asked to return an item that arrived damaged, not as described or faulty, the retailer should refund the total cost of the return 

    We aim to reply to all calls  within 7 Working days for Major issues (i.e the product is in un-usable condition) and within 14 Working days for Minor issues (i.e products are having issue but are still operational) as per standard warranty 

Cancellation of made-to-order Hot Tubs

  • Should you wish to cancel your made-to-order product for any reason, it is unlikely that we could sell it to another customer at full selling price. We will therefore retain your 10% deposit as a cancellation fee. In respect of these products our usual refund policy does not apply and products cannot be returned or exchanged unless faulty.

Delivery and Installation terms

  • It is customer’s responsibility to ensure that they have safe and adequate access for our delivery vehicle to park safely at your property, whether we are only delivering the Products or installing them for you.
  • If no one is available at customer’s address to take delivery, we will leave a note that the Products have been returned to our premises, in which case, please contact us to rearrange delivery (a re-delivery charge will be charged in such instances).
  • Dreamspas will endeavour to install Hot Tub on the date agreed to enable us to provide the Installation Services to you, we will need to obtain certain information from you, for example, access pictures, measurements and access route videos.
  • When confirming your order, you will be asked to provide this information and also confirm certain facts about your property (including access). If any of the information you have given is inaccurate and requires a second visit, a £250.00 charge will be incurred.
Bishta Partner Gecko Partner Official Wellis Partner WhatSpa Award Best Buy 2019 WhatSpa Award Besy Buy 2016