Terms & Conditions

Last updated: 12 June 2026

These terms set out the rules for using our website and the basis on which we sell to you. Please read them before you order. By using poolpro.co.uk or placing an order, you accept these terms.

1. About us and these terms

poolpro.co.uk is run by PoolPro Hampshire Ltd ("Pool Pro", "we", "us"), a company registered in England and Wales (company number [TO CONFIRM]), with its store at Southwick Road, North Boarhunt, Hampshire, PO17 6JH. Our VAT number is GB 831 6966 07. You can reach us at [email protected] or on 01329 832 294.

These terms apply to your use of the website and to any order you place with us. Please save or print a copy for your records.

2. Using our website

• You may use the site for browsing and for placing genuine orders only. Do not misuse it, attempt to gain unauthorised access, or interfere with how it works.
• If you create an account, keep your login details secure and do not share them. You are responsible for activity under your account.
• The content of the site, including text, images, logos and design, belongs to us or our licensors. You may not copy or reuse it without our permission.
• We try to keep the site available and accurate, but we cannot guarantee it will always be uninterrupted or error-free.

3. Our products

• Product images and descriptions are for guidance. Slight differences in colour, packaging or specification can occur, and manufacturers may update their products.
• All products are subject to availability. If an item is out of stock after you order, we will contact you and offer an alternative or a refund.
• Where a product has a delivery note on its page (for example a large or kerbside item), that note forms part of these terms for that product.

4. How a contract is formed

When you place an order, you are making an offer to buy. We will send an email acknowledging your order, but this does not mean we have accepted it. A contract between us is formed only when we send you an email confirming that your goods have been dispatched.

We may decline an order, for example if the item is unavailable, if we cannot authorise your payment, if there is an error in the price or description, or if we reasonably believe the order is not genuine. If we do, we will let you know and will not charge you, or will refund any payment taken.

5. Prices and payment

• Prices are shown in pounds sterling and include VAT at the current rate. Delivery charges are shown separately at checkout. See our delivery information page.
• We take payment through our secure payment providers. We do our best to keep prices correct, but errors can happen.
• If we find a pricing error after you order, we will contact you to ask whether you want to continue at the correct price or cancel. We do not have to supply goods at an incorrect price if the error was obvious and you could reasonably have recognised it as a mistake.

6. Delivery

We deliver to the UK mainland only. Full details, areas we cannot reach, and timescales are on our delivery information page. Delivery times are estimates and are not guaranteed. The goods become your responsibility once they are delivered to the address on your order. You own the goods once we have received full payment.

7. Cancelling, returns and refunds

If you are a consumer, you have the right to cancel most online orders within 14 days, and we accept goodwill returns for up to 30 days. Faulty goods are covered separately. The full detail of how to cancel, return an item and get a refund is on our returns and refunds page, which forms part of these terms.

8. Faulty goods and your rights

If goods are faulty, damaged or not as described, you have rights under the Consumer Rights Act 2015, including the right to a refund, replacement or repair. Nothing in these terms affects your legal rights as a consumer. Please tell us about any damage or shortage within 7 days of delivery so we can sort it out quickly.

9. Using products safely

Many pool and spa products are chemicals. You must handle, store and use them strictly in line with the manufacturer's instructions and safety information.

• Keep chemicals out of the reach of children and pets, and store them safely and separately.
• Never mix different chemicals together.
• Use the correct dose for your pool or spa. If you are unsure, ask us or use our free water testing.
• Some products may be age-restricted. Where that applies, we may need to verify your age before we can sell to you. [Confirm any age-restricted lines you sell.]

We are not responsible for loss or damage caused by products being used other than in line with their instructions.

10. Trade and business customers

If you buy from us in the course of a business, the consumer cancellation rights in the Consumer Contracts Regulations and some provisions of the Consumer Rights Act do not apply. Separate trade account terms may also apply. To open a trade account, get in touch.

11. Our responsibility for loss or damage

We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud, and for any of your legal rights as a consumer that cannot be excluded.

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

If you are a business, we are not liable for loss of profit, loss of business, business interruption, or any indirect or consequential loss, and our total liability for any order is limited to the price you paid for the goods.

12. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, strikes, supplier failures, or disruption to delivery networks. If this happens, we will contact you and the delivery time will be extended, or you can cancel the order and receive a refund for anything not delivered.

13. Your privacy

We handle your personal data in line with our privacy policy, which explains what we collect, how we use it, and your rights.

14. Changes to these terms

We may update these terms from time to time, for example to reflect changes in the law or how we operate. The terms that apply to your order are the ones published on the site when you place it. The date at the top of this page shows when we last updated them.

15. Complaints

If something is not right, please contact us first and we will do our best to put it right. Email [email protected] or call 01329 832 294. For free, impartial consumer advice, you can contact Citizens Advice at citizensadvice.org.uk or on 0808 223 1133.

16. Governing law

These terms are governed by the law of England and Wales. Any disputes will be subject to the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your own country.

17. General

• If any part of these terms is found to be invalid, the rest will still apply.
• If we do not enforce a term straight away, that does not mean we have given up our right to do so later.
• We may transfer our rights and obligations under these terms to another organisation, and we will tell you if we do. Your rights will not be affected.
• No one other than you and us has any rights under these terms.