Terms and Conditions (EU)

1. Company Information

SPA PARTS VORTEX is a trading name used by VORTEX DISTRIBUTION B.V., whose registered office is located at:

Ravenseind 1, Bergeijk, 5571SE, Netherlands.

The company specialises in the sale of spa spare parts.

Company Registration Number: Available upon request

VAT Registration Number: Available upon request

2. Office Opening Hours

Our telephone lines are open Monday to Friday from 10:00 AM to 6:00 PM (Central European Time), which corresponds to 9:00 AM to 5:00 PM UK time.  (excluding public holidays)

All calls are handled by our UK office.

We aim to respond to all messages within 24 hours if a voicemail has been left.

3. The Contract Between Us

Full payment for the goods you order must be received before your order can be accepted. Once payment has been received, we will confirm acceptance of your order by email using the address provided on your order form.

Our acceptance of your order creates a legally binding contract between us.

4. Price

4.1 The prices payable for the goods you order are as set out on our website.

4.2 Delivery charges apply in addition to product prices, and delivery may not be possible to certain locations. Our delivery charges are detailed on our website.

4.3 When ordering items marked as “out of stock”, additional delivery charges may apply if shipped separately once available. A message will appear at checkout to inform you of this. By confirming your order, you accept these terms and acknowledge that you may be required to pay extra delivery costs when items become available.

If the delivery address is within our UK mainland zone, we may, at our discretion, include remaining items with a future order or deliver them at our cost. For destinations outside mainland UK, additional freight costs will apply if a partial shipment has already been made.

4.4 We are happy to make amendments to your order; however, the following rules apply for same-day dispatch:

4.4.1 Your order must be placed before 2:00pm for same-day dispatch.

4.4.2 If you wish to change the delivery address or add a part to an order, you must contact us or place the second order within one hour of the original order.

4.4.3 The combined order will not be dispatched the same day if there is missing information, if the second order is placed after one hour, or if responses are delayed.

4.4.4 When placing an additional order, you must clearly state the original order number in the comments section. If the combined order weight exceeds 20kg, please do not select “Collection UK Warehouse”, as this will delay dispatch and incur an additional delivery charge. If the combined weight is under 20kg, you may select “Collection UK Warehouse” to avoid unnecessary delivery costs.

5. Your Right to Cancel

5.1 You may cancel your contract at any time up to the end of the seventh working day from the date you receive your goods. You do not need to provide a reason, and no penalty will apply.

5.2 You cannot cancel your contract if you have opened any sealed computer software or electronic components, such as printed circuit boards.

5.3 You cannot cancel your contract if you have fitted or used any part unless it is found to have a genuine manufacturing defect. Parts deemed fitted or used and returned as unwanted (except for warranty reasons) will be refused and held at your risk for collection.

5.4 To cancel your contract, you must notify us in writing or by email at [email protected].

5.5 If you have received the goods before cancelling, you must return them to us at your own cost and risk. If the goods have already been dispatched, do not open them upon arrival and return them as soon as possible.

5.6 Once you have notified us of your cancellation, any payment made will be refunded as soon as possible, provided that:

5.6.1 The goods are returned in the same condition as delivered. If you fail to return them or pay return costs, we may deduct recovery expenses from your refund.

5.6.2 You notified us within seven working days of receiving the goods.

5.7 Goods returned between the eighth and thirtieth day will be credited as store credit for future use. Goods returned between thirty and ninety days require written approval and will incur a 20% restocking fee plus postage costs. After ninety days, returns will not be accepted except under warranty.

5.8 Any damaged goods must be reported within seven days of delivery.

6. Cancellation by Us

6.1 We reserve the right to cancel the contract if:

6.1.1 There is insufficient stock to fulfil your order.

6.1.2 We do not deliver to your area.

6.1.3 One or more goods were listed at an incorrect price due to a typographical or supplier error.

6.2 If we cancel your order, we will notify you by email and refund any payment made within thirty days.

7. Delivery of Goods

7.1 Goods will be delivered to the address provided at checkout.

7.2 Standard delivery takes approximately two to five working days from order processing. Fast delivery is typically one to two working days. We rely on Royal Mail, Parcel Force Worldwide, and other couriers.

Delivery times are estimates only. While we aim for timely delivery, we cannot be held liable for delays beyond our control or any resulting loss. All deliveries are tracked, and tracking numbers are available on request.

7.3 Ownership of goods passes to you once they are delivered. From that point, goods are held at your risk, and we are not liable for loss or damage.

8. Liability

8.1 If the goods delivered are incorrect, defective, or of unsatisfactory quality, you must notify us in writing within ten working days of delivery.

8.2 If you have not received your order within fourteen days of purchase, you must notify us in writing within forty days of the order date.

If you notify us of a problem, our only obligation will be to:

8.2.1 Correct any shortage or non-delivery,

8.2.2 Repair or replace defective goods, or

8.2.3 Refund the amount paid for the goods.

8.3 Except where prohibited by law, we will not be liable for indirect or consequential loss (including loss of profits, business, or goodwill). Our liability is limited to the amount paid for the goods.

9. Warranty

9.1 All items supplied carry a twelve-month warranty from the date of delivery. Incorrect installation voids the warranty. The warranty covers parts and postage only; consequential losses such as labour or downtime are excluded. If a replacement is no longer available, an alternative or partial refund will be offered.

9.2 From 1st July 2014, electrical items purchased by registered trade account holders carry a fifteen-month warranty (three months shelf life and twelve months fitted guarantee).

9.3 Replacement or credit for faulty goods will only be issued once testing has been completed by Spa Parts Vortex or the manufacturer.

10. Description

Product images and descriptions are provided as a guide only. Spa Parts Vortex is not responsible for product misinterpretation.

Some images may be used to represent similar items (e.g., a 3kW heater image may also represent a 5kW model).

11. Copyright

All text, images, design, and format are the property of Spa Parts Vortex.

Unauthorised use of any material from www.spapartsvortex.eu or our associated websites without written consent will be treated as copyright infringement and may result in legal action.

12. Notices

Unless otherwise stated, all notices must be sent to:

Ravenseind 1, Bergeijk, 5571SE, Netherlands

All notices from us to you will be displayed on our website as required.

13. Events Beyond Our Control

We are not liable for any delay or failure to deliver goods due to events beyond our reasonable control, including (but not limited to) industrial disputes, system failures, flooding, fire, explosions, or accidents.

14. Invalidity

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full effect.

15. Privacy and Personal Details

Spa Parts Vortex respects your privacy at all times. Personal information provided on our website will not be shared with third parties.

All payment details are processed securely, and we do not store your payment information.

16. Complaints

We aim to provide the highest level of service and welcome any feedback.

All complaints must be made in writing or by email to ensure proper handling and traceability.

17. Third Party Rights

Except for our affiliates, directors, employees, or representatives, no person who is not a party to this agreement has any right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

18. Governing Law

The contract between us shall be governed by and interpreted in accordance with English law.

The English courts shall have exclusive jurisdiction to resolve any disputes.

19. Entire Agreement

These Terms and Conditions, together with our current website pricing, delivery details, and privacy policy, represent the entire agreement between you and Spa Parts Vortex.

Nothing said by any sales representative shall be considered a variation of these terms unless confirmed in writing.

20. Use of This Site and Summary

We hope you enjoy your experience using the Spa Parts Vortex website.

We welcome feedback and continually strive to improve our products and services.

21. Calls

All calls are recorded for quality assurance and training purposes.