Contact Us / Terms & Conditions / Carriage

Customer notice...we are closed on Sat 6th and Sun 7th December 2014 for staff training. Back mid day Monday 8th. Sorry for any inconvenience!

Our address is:

Pools Direct Ltd

The Windlesham Garden Centre (rear car park)

London Road (A30)



GU20 6LL

Telephone: 01344 873323




Shop Opening Hours: During the Winter Every day 9am-4pm (except Sun/Bank Holidays 10.30am-4pm)




Terms & Conditions / Delivery:

Delivery  When we receive your order, we will contact you by phone to confirm a convenient delivery date. We will not dispatch goods until this time. Goods are dispatched by insured courier service (unless otherwise stated) on a "next working day" tariff (unless otherwise requested), If the order is received and delivery dates confirmed in time for us to pack them. This is usually before 12 noon, for example, if you place an order before noon on Monday, your goods will normally be delivered (if in stock) on Tuesday. If an item on the order is out of stock, you will be advised and you have the right to cancel your order. No delivery time is given for this service. Times can be requested at an additional cost. If you order the goods Monday after 12 noon, your goods will arrive on Wednesday. Goods ordered Friday AM will arrive the following Monday, and Friday PM orders will arrive Tuesday etc.. You must ensure that somebody is at the delivery address to receive and sign for them (it may be possible to deliver to a next door neighbour etc. by arrangement). The courier will return the goods back to us if nobody is in, and you will be charged re-delivery on a cost basis. Other delivery services are available i.e. Saturday, next day/ before noon, before 10 etc. at additional cost. Prices are on request. 

Please ensure that damaged goods are not signed for as "received in good condition" i.e. make a comment on the courier's documents that they are damaged. Often small dents etc on the box will not damage the goods inside, but goods signed for as "in good condition" will be considered as such!
Please contact us by phone where we can make arrangements for the goods to be collected and a replacement sent to you free of charge. Shortages and damages must be reported to us immediately. Late claims may be rejected.

Orders over 150 - free delivery (unless otherwise stated), complete orders under 150, 10 carriage.

On line orders will receive an order acknowledgement by email, this is not a VAT invoice or a contract.  The invoice will arrive attached to the goods.

Payment is normally by credit card or debit card on line or over the phone, cheques are accepted but may take up to ten days to clear by the bank. Cash is only accepted in our shop in Windlesham.

New chip and pin regulations mean that we can only dispatch goods to the card holder billing address.

Goods collected and paid for by credit/debit card must use the chip and pin customer present scheme (signed slips only on approved signature cards i.e. agreed by the credit card company in the case of certain disabilities).

We do not accept any responsibility for damage or loss to any equipment resulting from misuse, or using the equipment for any purpose other than those for which they are designed.

All prices shown include VAT @ 20%.

We reserve the right to change prices without notice. We reserve the right to refuse to supply any goods that may have been priced wrongly in error or to supply such goods at the correct price prior to agreement with the customer.

We only supply goods to UK mainland.

Placing of an order is deemed to be acceptance of our terms and conditions

These terms and conditions do not affect your statutory rights

We do not accept orders "on approval"

Goods must be paid for in full before delivery

Colours and styles of products may vary from the manufacturers. Pool sizes are maximum, and approximate and may be rounded off. Pool depth is the wall height and not the depth of water inside the pool this can vary, as pools are not filled to the top.

In order not to invalidate their guarantee, goods and equipment must be installed and used in full accordance with manufacturers instructions. In particular, water must be maintained and kept clean and sanitised. Electrical safety must be observed and electrical equipment not fitted with a 13A plug, (i.e. heaters that draw more that 13A), must be installed by a qualified electrician. A suitable safety device should protect electrical equipment used outdoors, preferably at source.

We recommend that NO electricity is connected outdoors whatsoever when the pools are in use, apart from professionally installed permanent pools protected by appropriate RCD safety devices

Privacy Statement

We are committed to protecting your privacy, and will only use the details provided by you to:

1. Create and process invoices and keep internal records of your name, address, telephone number, credit/debit card details and email address.

2. Process credit/debit cards and confirm delivery address

3. Pass on to relevant transport company or supplier/manufacturer for delivery address.

We will not pass on your details outside the European Community or to third parties without your consent.

We will hold all personal information securely.

We will only record and store data that is pertinent to our prime business needs and in accordance with the Data Protection Act 1998. We will not store your card details, only acquirers authorised to do so will be used for card processing. We are certified by Trustwave in accordance with current legislation.


Terms and conditions - Returned Goods / Refunds & Guarantees

You have the right to cancel your order for up to seven days without reason.  You will need to notify us in writing, either by email, fax or letter within this period. Unwanted goods, goods ordered in error, after seven days will be considered at our discretion.  We reserve the right to charge a 20% restocking fee for goods outside the seven day period. You are responsible for the cost of the return carriage, and to ensure that the goods reach us undamaged and in perfect condition. If you have signed for the goods as received in good condition, they are considered as such, we therefore recommend that you examine the goods when they are delivered to you.

If your order is damaged, contact us we will arrange for collection of the goods free of charge. A charge for the transport only will be made for unwanted goods, providing they are not damaged or used. We reserve the right to inspect goods for damage and or use, upon receipt. Goods will not be considered unwanted if they have been used, i.e. had water in them or not in their original packing.

This does not affect your statutory wrights, which are broadly as stated above.

Faulty goods
Please contact us and we will arrange for the faulty goods or parts thereof to be collected free of charge and a replacement sent to you or a full refund given.

In the case of package or inflatable pools i.e. Intex, Garden Leisure, Bestway, a guarantee period of 12 months on pumps & heaters with a 3 month guarantee on the liners. We operate a return to site replacement scheme. Please first contact the relevant help line if the pool has a faulty liner (not physically damaged), who will probably advice you to simply cut out an A4 size section of the damaged seam or the section advised by the help line, along with a copy of your receipt or invoice, and to send it to the help line address. A new liner will be sent to you free of charge from the manufacturer. You may then dispose of the old liner. This saves you having to re pack the pool. Cutting out a section seems drastic at first, but serves to show the manufacturer that it is faulty and at the same time, disable your pool to prevent fraudulent claims. If the Pump is faulty under guarantee, remove the top cap and return to the help line address and a complete new pump will be sent to you free of charge. If the Garden Leisure heater is faulty under guarantee, first contact the help line telephone number. They will probably advise you to remove the two screw-on end caps, and return them to the help line address, a complete new heater will be sent to you free of charge. Any other shortages or faulty items under guarantee will be replaced in the same way.


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