Terms and Conditions

Please read our terms and conditions of sale carefully before using Aquinium.

Registered Company Name: 

AQUINIUM UK LTD

Registered Office Address: 

10 Oakhurst Gardens,

Prestwich, Manchester,

England, M25 1JQ

Telephone: +447843131861

Email: sales@aquinium.co.uk

Customer Enquiries: sales@aquinium.co.uk  

Registered in England & Wales: 14737773

Aquinium is completely dedicated to your total satisfaction. Should you have any suggestions or comments, please use the link on the 'Contact Us' page.

Please note, we advertise lead times for deliveries in good faith.  These can never be guaranteed.

By proceeding with placing an order, you confirm that you are of age 18 or over.

Once you have clicked that you have read these, our terms will apply.

1. Cooling-off Period

You have a 14-day cooling-off period that commences on the day after you receive your order. During this period, you may cancel your order and receive a full refund if you return the unused goods in their original packaging and in a resellable condition within 14 days of cancelling. We recommend insuring the items you send back to us, and please note that we will not refund any damaged goods. Any carriage charges incurred will be the customer's responsibility.

Some items are not eligible for the cooling off period, such as custom or special order products. Examples include, but are not limited to: 1) custom-sized pool covers, 2) chemicals and paint, 3) pool tiles or finishes due to their batch nature, 4) pool liners or products ordered from third parties, 5) items with a limited shelf life, 6) non-stock or tailor-made products for the customer, and 7) glass items like bulbs (except for glass media). Be aware that cancelling special orders after they have been shipped may result in a restocking fee ranging from 10% to 30%.

Most of our products, when ordered by 12 PM (noon) Monday to Friday, will be dispatched for next-day delivery. However, if an item is out of stock or a special order, it may take up to 28 working days for dispatch, depending on availability. Rest assured, we will contact you beforehand to provide an estimated delivery date.

Please note that if your order includes a 'spares' item requiring a special order, we may hold your entire order until all items are available. Once complete, we'll promptly send it out via next-day delivery service. If you need any part of your order urgently, please reach out to us so we can try to expedite its shipping instead of waiting for the rest of your order. Keep in mind that additional charges may apply.

If you have specific delivery instructions, such as gifting or a required delivery date, please include them in your order. For a secure, no-signature-required delivery, add this request to the 'Delivery Notes' field in the shopping cart's delivery details. Keep in mind that if you choose an unattended delivery, you are responsible for providing a safe location, and we cannot be held accountable for any lost or damaged items after sharing your instructions with our courier.

For sizable orders, like heat pumps, wooden pools, filters, glass media, or pallet services, ensure there is proper delivery access and that someone is available to help and sign for the delivery. We cannot process damage claims if no one is present to sign for the goods. If you need to schedule a delivery but are unable to sign for the items, please reach out to us at +447843131861

In the event that a courier attempts delivery and no one is available to accept the goods, the delivery will be unsuccessful. The items may be sent back to us, and additional fees will apply for re-delivery. If, after a failed delivery attempt, you no longer want the goods, a minimum administrative fee of £30.00 (covering shipping, handling, and administration) will be deducted from any refund you receive.

2. Warranty

The warranty duration for your equipment varies based on the product purchased. Most of our products include a minimum 12-month warranty. Some items, such as covers, come with a pro-rata warranty, which means the claimable amount for a new cover decreases annually (terms apply). For many products, the supplier holds the warranty. If you have any inquiries about warranty specifics for particular items, feel free to contact us. In case a product malfunctions within its warranty period, please reach out to us promptly. Warranty forms can be downloaded from our website.

Many issues can be resolved through phone support. However, sometimes a product may necessitate an engineer's visit or need to be sent back to us or the supplier. If such a situation arises, please complete and submit the warranty form, and we will guide you through the next steps.

Return of Item - If you suspect your item has become faulty within 6 months of delivery, we are responsible for collecting the item and arranging an inspection to identify the problem. If the item appears to be faulty after 6 months, you are responsible for returning the product to the provided address.

If you encounter an issue with your purchase beyond 30 days, Aquinium must be granted one opportunity to arrange a repair or replacement for any faulty goods covered under warranty. Aquinium reserves the right to decide whether an item will be repaired or replaced.

In the event of a problem, please contact Aquinium first and follow the warranty procedure.

Engineer Visit – As a remote sales company, we generally require you to send back items believed to be faulty for testing. However, in exceptional circumstances and within the first 6 months, we may agree to dispatch an engineer. This could involve a third-party company or specialist engineer, who may get in touch with you to schedule a convenient date and time. We will make every effort to arrange the visit within a reasonable timeframe from the date of contact, but please note that we have no control over third-party engineers' availability or peak periods. We will notify you if there are any delays.

A refundable payment is required for all engineer visits, contingent upon the repair being confirmed as covered under warranty.

After 6 months, it becomes the customer's responsibility to demonstrate that a product fault is due to manufacturing and to arrange the item's return at their own expense.

Warranties for items purchased are non-transferable.

If an engineer's visit is scheduled, prepayment for the visit is required. The cost of the engineer's visit will depend on the type of engineer needed and your location. Costs vary and must be approved by us beforehand. If you choose to authorize an engineer, we will not be liable for any costs incurred. However, if the engineer determines the issue is covered under warranty after inspecting your product, any upfront fees paid for the engineer's visit will be refunded.

Non-Warranty Issues - If an item is found to be faulty due to reasons other than manufacturing or supply errors, you will be responsible for all associated costs. These may include, but are not limited to, collection, inspection, and labor fees.

• Saltwater Pools - Salt can be corrosive and lead to faults in products not designed for saltwater environments. Utilizing a non-salt-safe product in a saltwater pool will void all warranties.
• Incorrect Water Balance - Properly balanced water involves maintaining the pH, Calcium Hardness, Total Alkalinity, and sanitizer levels within recommended guidelines. Failure to follow these guidelines can damage most pool and spa equipment, resulting in voided warranties. For more information, visit our resources page or contact our technical department.
• Damage due to improper installation - Many of our products require a qualified and registered professional for installation. Gas Heaters/Boilers must be installed by a Gas Safe registered installer in compliance with manufacturer guidelines. Oil boilers need installation and connection by a qualified and registered Oil Boiler engineer. Products like Circulating Pumps & Heat Pumps must be installed by a skilled pool engineer/electrician following enclosed guidelines. For any questions about product installation, please contact us.
• Misuse and Negligence - Our products are designed to perform well and last if used properly. A common instance of misuse is pump priming. Self-priming swimming pool pumps need water to prime, and if the water level is low or the pump introduces air, it can damage the pump and void the warranty. Pumps that run dry are not covered under warranty.
• Consumable Parts - Some products contain parts that are consumable. For example, pump seals/bearings, capacitors, light bulbs, and lamps are not covered under warranty. For more information about consumable parts, please contact our technical department.

Download warranty form here

If an item is bought for use abroad (including direct delivery from us in the UK), the repatriation warranty necessitates that you return the goods to the UK yourself in case of any issues or if you wish to cancel an order. Be aware that some product warranties may be invalidated when used overseas. Please contact us before making a purchase for clarification, as we cannot cover any extra charges you may incur.

3. Guarantee

Prices may change, and if a product is unavailable, we may provide a similar item of equal quality. Colors or visuals are for guidance only, and unless you specify a color or finish, alternatives may be provided. If our products do not meet your expectations, our no-quibble guarantee allows you to return the items (at your expense, provided they are in perfect condition, unused, and in their original packaging) for exchange or refund within 14 days of purchase. If the goods are found to be faulty, we will cover the return cost and designate the courier to be used. Exceptions apply for goods taken overseas; please see Section 2: Warranty for more information.

While we strive to ensure accurate pricing on our website, errors may occur. If we discover a pricing error for items you have ordered, we will inform you as soon as possible and give you the option to reconfirm your order at the correct price or cancel it. If we cannot reach you, the order will be considered cancelled. If you cancel after having paid for the goods, you will receive a full refund. The contract between you and us will be completed when we dispatch the ordered product(s) to you unless we have notified you that we do not accept your order, you have cancelled your order, or it is a Special Order Item (please refer to the Returns & Cancellation Policy for more details).

4. Privacy

We encourage you to review our privacy notice to understand our policies governing your use of our services.

5. Liability Policy

Aquinium accepts no liability for any direct, indirect, special, consequential, or other losses, costs, or damages of any kind resulting from access to, or the use of, this website or any information contained therein. We do not cover costs incurred if you authorize any specialist engineers, electricians, heat pump or boiler engineers to inspect or remove items purchased from Aquinium without prior written and signed authorization.

Aquinium is not responsible for and has no liability regarding any other websites that may be accessed through this site.

6. Copyright, Authors & Rights

The information on this website may not be copied, other than for domestic individuals reference purposes, with all copyright or other proprietary notices retained.  Please note that some images are used for illustrative purposes only.  Should you wish to clarify the illustration of a product, please contact us.

7. Placing an Order and Payment

Purchasing from our webstore is simple. Browse our products and add the items you want to purchase to your shopping cart. Once you've finished making your selections, click 'Checkout' and provide the necessary information for us to process your order.

We accept Visa, Mastercard, American Express, and Discover credit and debit cards. You can safely enter your card information on our secure checkout page. Please note the limit of your credit card when making your purchase.

Bank Transfer: We accept bank transfers for orders over a certain amount. Please contact our customer service team for more information.

Please note that we do not accept cash, checks, or money orders as payment methods.

When you receive an order confirmation, it signifies that we have received your order, but it does not imply a contractual agreement between us. A contract is formed when we send you an invoice. This term is included to protect us in situations where pricing errors have occurred, goods have been inadvertently underpriced, or we can no longer supply a product for any reason. In case of a price change, we will always contact you first to confirm if the new price is acceptable. If not, the order will be cancelled, and any payment will be refunded within three working days.

8. Delivery & Installation

Our company provides delivery and installation services for our products throughout the United Kingdom. Please note that delivery fees and times may vary depending on your location and the product you choose.

We offer transportation services for our complete pool sets, enclosures, and heat pumps, which are already included in the product price.  Please also note that unloading is not included in the delivery price. Our shipping partners include DHL and freight forwarding agencies.

Please be aware that some pools, enclosures may have weight and dimension restrictions, which can affect cost and delivery time. If such restrictions apply, we will contact you to discuss alternative delivery options.

For our pool and enclosures, we offer optional on-site assembly services if needed for additional price.

Delivery Times:

- Standard delivery: 4-18 weeks

- Express delivery: Available

Shipping within the United Kingdom is free for orders over £60 (inc VAT). Orders below £60.00 (inc VAT) Delivery: £6.99 Our shop system automatically calculates shipping costs for the UK, which will be displayed during checkout. For urgent orders, we also offer express shipping options.

In cases where items are not in stock or are special orders, delivery times may be longer.

All chemicals must be signed for by someone aged 18 or older.

If your billing address is different from the delivery address, you can provide the latter separately in the order form. We will accommodate the delivery address if possible under contractual conditions.

Once you have selected your complete pool set or pool enclosure, we will inform you of the exact delivery date and provide the precise time about a week before delivery. Our team will reliably organize the transport of your dream pool, ensuring it arrives on the agreed delivery date with one of our specialized transporters.

Please note that delivery times may vary due to weather conditions, road congestion, and other factors. After placing your order, we will contact you to confirm the delivery date and provide delivery details.

We cannot be held responsible for lost items if your delivery instructions have been passed to our courier. For larger orders such as heat pumps, wooden pools, or pallet services, please ensure an able-bodied person is present to assist with the delivery.

If our couriers attempt delivery twice without success, you will need to collect the goods from the local depot or pay a re-delivery charge. If the goods are returned to us undelivered, additional charges will apply for return and re-delivery.

Pickup Option:

We also offer a pickup option for customers who prefer to collect their orders themselves. Our warehouse is located at 10 Oakhurst Gardens, Prestwich Manchester, England, M25 1JQ  Please contact us for pickup details.

9. Carefully Inspect Your Delivery

Before signing for your delivery, it is strongly recommended that you inspect the package, as signing indicates the goods were received undamaged. If you cannot inspect the package before signing, you must sign as UNCHECKED, or if the package is damaged in any way, sign as DAMAGED. We cannot claim from our couriers for any damaged items not signed for as DAMAGED, and Aquinium cannot process claims for damaged goods. Ensure all products within the packaging are thoroughly inspected upon delivery, including any accessible internal parts.

If you accept a damaged package assuming the goods inside are undamaged, carefully open the packaging and inspect the contents. If you decide not to accept the item, carefully close and seal the packaging, refuse the delivery, and ensure it is noted as damaged. If you accept the package, please take photographs of the damaged consignment and its packaging, and send them to us within 72 hours of delivery to enable us to make a claim against the courier. Claims cannot be made after this period.

If you sign for a delivery and later discover damage (after 72 hours), neither we nor our couriers will accept liability. In this case, you must return the item at your expense for inspection and a repair quote. If you choose not to repair the item, we will hold it for 10 working days before disposal. If you want the item returned, you will be informed of the return cost, and upon payment, the item will be sent back to you.

By completing your order, you agree to adhere to these instructions, inspect your delivery, and sign for it as either OKAY, UNCHECKED, or DAMAGED. If you sign for your goods as DAMAGED, you must notify us by email at sales@aquinium.co.uk within 72 hours.

10. Reporting Missing or Incorrect Items

If you find an item missing or incorrect upon receiving your order, you must notify us within 72 hours of delivery. Please verify that all parts are included before signing the delivery note, or sign as PARTS MISSING.

11. Out of Stock Items

If the item you've ordered is not available, we'll put it on backorder. If it takes more than 3 weeks, we'll let you know and give you the option to cancel the order if you prefer not to wait.

12. Tax Charges

A 20% VAT is added to orders made from the UK or the European Union. All prices displayed on our website include VAT unless otherwise stated. For special order items imported directly from overseas suppliers, any import duty is your responsibility and not included in the purchase price.

13. Credit Card Security

Credit card numbers are encrypted using 128-bit encryption and they are not held in clear text on any website.

14. Reaching Us

If you need to reach us, please email us on sales@aquinium.co.uk

15. Privacy Policy

Aquinium does not disclose buyers' information to third parties, except when order details are processed as part of order fulfillment involving a third party. In this case, the third party will not disclose any details to other parties. Occasionally, we may send you information about our products, such as new season catalogs, by post or email.

Cookies are used on this shopping site to track the contents of your shopping cart, store your delivery address if using the address book feature, and store your delivery details if you select the 'Remember Me' option. Cookies are also used after you have logged in as part of the process. You can disable cookies within your browser by going to Tools, Internet Options, Privacy, and selecting to block cookies.

16. Age Restriction

We do not sell our products to children. Our products are intended for purchase by individuals aged 18 or older. If you are under 18 and wish to make a purchase, you may do so with the involvement of an adult, parent, or guardian by following the online instructions.

17. Cancellation Policy

The right to cancel does not apply to the following products:

• Custom-made items (e.g., liners, solar covers), with a 10mm tolerance each way on custom covers and liners.
• Personalized items (e.g., Pacelite, pool finishes).
• Perishable goods (e.g., chemicals, paint, glue).
• Batch-produced items (e.g., tiles/coping).

Cancellation of special order items may be possible, subject to a minimum 20% cancellation fee, at Aquinium ' discretion.

For health and safety reasons, we cannot accept returns of chemicals or any items containing glass (excluding glass filter media). We will not accept returns of clearance items, electrical items that have been connected, or items with water connections.

We cannot accept returns of specific special order items (not kept in stock), custom-made items, or products requiring special delivery due to weighing over 150kg

To cancel your order, you must notify us within 14 working days of receiving the item(s) and confirm the cancellation in writing, either by letter or email to sales@aquinium.co.uk

When canceling, you are responsible for returning the goods to us at your own expense and by your own means. Ensure that the goods are unused, in original packaging, and suitable for resale.

We recommend obtaining parcel insurance and Proof of Postage when returning items.

If you cancel after the goods have been dispatched but not yet delivered, the delivery charge will not be refunded.

This cancellation policy does not affect your statutory rights, such as in cases of faulty goods or inaccurate descriptions.

18. Product Returns

We advise obtaining suitable insurance for any goods you plan to return, covering potential damage during transit, as well as acquiring a Proof of Postage or collection/delivery note. If the returned goods are damaged or deteriorated due to insufficient care, we may charge you for the decrease in value or refuse a refund. You will be responsible for the cost of returning the goods, or you may collect them. After 4 weeks from receipt, unclaimed goods will be discarded.

Please note that we cannot accept returns of any items that have had water pass through them for hygienic reasons.

Upon receiving returned products, we typically test them within 10 working days and then either:

1. a) Repair the item, usually within an additional 3 working days.
2. b) Replace the item with a 'like for like' product, sent at our expense and generally dispatched within 3 working days.
3. c) Refund the purchase, typically within 3 working days.

We request that all returns be repackaged in the original packaging and in a resalable condition.

Some returned items may incur a restocking fee of up to 50%.

Certain 'special order' items are non-returnable; refer to section 17 for details.

We cannot accept returns of chemicals due to health and safety reasons, nor can we accept returns of bulbs or lighting components containing bulbs.

19. Handling Damaged Goods

It is crucial to meticulously and patiently inspect your items upon delivery. We cannot accept claims for damaged or missing goods that have been signed for as received in good condition. If you receive damaged items, refuse the delivery and mark the consignment note or delivery document as DAMAGED. Notify us immediately about any missing or damaged items or late deliveries, ideally within 72 hours of receipt. While we strive to deliver your goods promptly and in perfect condition, we cannot assume responsibility for delays or damages caused, nor can we be held accountable for any consequential loss or damage.

Please note that if you choose a 'leave safe' delivery option, we will not be liable for any consequential loss or damage to your consignment.

20. Image Disclaimer

Please be aware that the visuals, hues, and finishes showcased on our website are intended for illustrative purposes and might not exactly match the actual products you receive. If you prefer a specific colour or finish, specify it when placing your order, as variations may occur due to differences in batches and suppliers. Rest assured, the products will serve their intended purpose. If you require an exact match for a replacement or a particular size, don't hesitate to contact us or share a photo, and we will endeavour to supply the precise item or size you need.

21. Wifi Capability

Kindly be informed that when a product features Wi-Fi capabilities, the manufacturer nor we are responsible for guaranteeing adequate Wi-Fi coverage at the installation location to support the product.