H20 Neptune 3.6m Swim Spa

As with all products at Heracles, delivery of H20 spas products is completely free.

The Neptune is not held in stock as it is such a large unit. It is made to order and usually takes around 10 weeks from the date the order is placed.

Installation

Delivery is free but Installation is not included as standard. If you would like your H20 spa to be fully set up this can be arranged for an extra fee.

Depending on your access, you may need a crane to lift the Neptune into position, this is not included in the full install price. If you need us to assist in finding a local crane supplier, let us know and we can add the cost for this to your quote and co-ordinate everything on the day of delivery.

H20 Spas provide a 2-year Warranty on parts on all of its products. This warranty is designed to assure you of our commitment to quality and customer satisfaction.

H20 Spa Warranty

• Structure Warranty: 10 years (aluminium frame)
• Shell Surface Warranty: 2 years (cracks, blisters, peeling, delamination)
• Electrical and Plumbing Equipment Warranty: 2 years (pumps, heater, control system)
• Other Spa Components Warranty: 1 year (ozonator, blower, surround, LED, etc.)
• Labour Warranty: 2 years (travel costs not included, see details below)
• Cover, Headrests, Cabinet Warranty: Defects in materials and workmanship at the time of delivery.

Important Warranty Notes:

• All warranties begin from the original delivery date.
• Warranties apply only to the original owner at the original installation site.
• Shipping costs are not included.
• Incorrect spa usage, chemical damage, unauthorised repairs, and commercial use void the warranty.
• Spa must be serviced annually by H2O Spa Ltd or an approved contractor to maintain the warranty.

Performance

• Fault Reporting: Report faults within 14 days to info@heracleswellness.co.uk
• Call Out/Travel Charges: A charge of £1.10 per mile from NG6 applies, plus a £150 deposit. This charge is waived for faults reported within the first 30 days of delivery.
• Non-Warranty Faults: Customer is responsible for parts costs and an engineer's labor charge at £40 per hour.

Contact: For warranty claims or questions, please email info@heracleswellness.co.uk

At Heracles Wellness, we pride ourselves on delivering high-quality products and exceptional customer service. We understand that there may be occasions when returns and refunds are necessary. Our goal is to make these processes as smooth and hassle-free as possible for our valued customers. Please find below our Refund and Return Policy:

Return Eligibility:

1. You are eligible to request a return within 30 days from the date of purchase for any reason, as long as the product remains unused, is still in its original packaging, and retains the same condition as when it was received.
2. Returns are accepted exclusively for products purchased directly from Heracles Wellness.
3. Customised or personalised products can only be returned if they arrive with a manufacturing defect or have been damaged during shipping.

Refund Process:

1. To begin the return process, please reach out to our customer support team at info@heracleswellness.co.uk, and they will provide you with the necessary guidance.
2. Once your return request has been approved, you will be responsible for arranging the return shipping of the product to us. This includes covering any shipping costs incurred, except in cases where the return is due to a manufacturing defect or damage incurred during shipping.
3. After we receive the returned product and confirm its condition, your refund will be processed.
4. Refunds will be credited back to the original payment method used for the purchase. It may take 5-7 business days for the refund to reflect in your account, subject to the policies of your bank or credit card issuer.

Damaged or Defective Products:

1. Should you receive a product that is damaged or defective, please contact us without delay within 7 days of receiving the item.
2. For a quicker resolution, please provide us with clear images of the damaged or defective product(s) and its packaging.
3. We will evaluate the issue and, if necessary, organise a replacement or issue a refund at no additional charge to you.

Return Shipping:

1. For returns that are not related to damage or defects, such as a change of mind, you will be responsible for the return shipping costs.
2. In situations involving damaged or defective products, we will supply a prepaid return shipping label or arrange for pickup by our shipping partner.

Cancellation Policy:

1. If you need to cancel an order, please contact us as promptly as possible.
2. For orders that have not yet been dispatched, we will cancel the order and process a full refund.
3. If the order has already been shipped, it will be necessary to follow our standard return procedure.

Exchanges:
Currently, we do not offer direct exchanges. If you require a different product, please initiate a return for the original item and place a new order for the item you want.

Should you have any questions or need further assistance, please do not hesitate to get in touch with our customer support team at info@heracleswellness.co.uk. We are dedicated to ensuring your complete satisfaction with our products and services.

The Neptune has a maximum current draw of up to 32 Amps. You should consult with an electrician prior to the arrival of the tub to ensure your power supply is sufficient. You will most likely not need a 3 phase supply, but more likely some sort of isolator or RCD.