Medi-Spa International Ltd: Shipping Policy

1. Coverage & Eligibility

• We deliver hot tubs, swim spas, saunas, ice baths, recovery therapy items, and spa/pool parts/spares across the UK mainland and selected EU countries.

• Delivery to remote areas, Northern Ireland, Scottish Highlands, and non-standard EU locations may be subject to additional charges or restrictions. Please contact us for a custom quote if outside standard delivery zones.

• Medi-Spa reserves the right to refuse delivery to any location deemed inaccessible, unsafe, or unsuitable without prior written consent.

2. Delivery Timeframes

UK Mainland – Standard Products

• Standard delivery: 7-21 business days for in-stock hot tubs, swim spas, saunas, and ice baths (estimated; not guaranteed).

• Recovery therapy items and accessories: 3-7 business days for in-stock items (estimated; not guaranteed).

UK Mainland – Custom & Bespoke Orders

• Custom/bespoke orders: Lead times advised at point of sale and subject to individual quotation.

• Production timescales vary significantly depending on specifications, materials, customization complexity, and manufacturing capacity.

• Typical lead times: 6-12 weeks from order confirmation to dispatch (estimated; not guaranteed).

• Extended timescales may apply for:

  • Complex customizations or non-standard specifications

  • High order volumes or peak season demand

  • Supply chain disruptions or material availability

  • Manufacturing delays or quality control requirements

• Medi-Spa is not liable for delays in custom/bespoke order production or delivery, regardless of cause.

• Custom/bespoke orders cannot be cancelled once production has commenced without full payment of manufacturing costs and restocking fees.

• Delays in custom/bespoke orders do not constitute grounds for order cancellation, refund, or compensation.

EU Delivery – Standard Products

• Standard delivery: 14-35 business days for in-stock items (estimated; not guaranteed; subject to customs clearance and border procedures).

• Recovery therapy items and accessories: 7-14 business days for in-stock items (estimated; not guaranteed).

EU Delivery – Custom & Bespoke Orders

• Custom/bespoke orders: Lead times advised at point of sale and subject to individual quotation.

• Production timescales vary significantly depending on specifications, materials, customization complexity, and manufacturing capacity.

• Typical lead times: 8-20 weeks from order confirmation to dispatch (estimated; not guaranteed; subject to customs clearance and border procedures).

• Extended timescales may apply for:

  • Complex customizations or non-standard specifications

  • High order volumes or peak season demand

  • Supply chain disruptions or material availability

  • Manufacturing delays or quality control requirements

  • Customs clearance delays or border procedure complications

• Medi-Spa is not liable for delays in custom/bespoke order production or delivery, regardless of cause.

• Custom/bespoke orders cannot be cancelled once production has commenced without full payment of manufacturing costs and restocking fees.

• Delays in custom/bespoke orders do not constitute grounds for order cancellation, refund, or compensation.

General

• Customers will receive delivery date confirmation and pre-arrival call (48-72 hours notice, where applicable).

• Medi-Spa is not liable for delays caused by weather, traffic, supply chain disruptions, manufacturer delays, carrier issues, customs clearance, border procedures, or other circumstances beyond reasonable control.

• Delays do not constitute grounds for order cancellation, refund, or compensation.

3. Delivery Process

• All large items (hot tubs, swim spas, saunas, ice baths) delivered via specialist two-person team, including placement on site (subject to site access and safety assessment).

• Site access must be pre-approved and clear on delivery day. Delivery personnel reserve the right to refuse delivery if site conditions are unsafe or inaccessible.

• Failed delivery due to inaccessibility, customer absence, unsafe conditions, or site unsuitability will incur full redelivery fees (typically £150-500+ depending on location and circumstances).

• Multiple failed deliveries may result in order cancellation, with customer liable for all associated costs and restocking fees.

• Small items (recovery therapy, parts, accessories) shipped via tracked courier; signature may be required.

• Medi-Spa is not responsible for packages left unattended or in insecure locations per customer request.

4. Shipping Fees

UK Mainland

• Shipping is free for orders over £5,000 (mainland UK, standard access only).

• Orders under £5,000: Shipping calculated at checkout based on item size, weight, and location.

EU Delivery

• Shipping fees for EU delivery calculated individually based on destination country, item size, weight, and logistics requirements.

• All EU shipping quotes include standard carrier services but exclude customs duties, import VAT, and clearance fees (see Section 9).

• Shipping is not free for EU orders, regardless of order value.

Custom & Bespoke Orders

• Shipping fees for custom/bespoke orders quoted separately at point of sale and included in final invoice.

• Shipping fees are non-refundable once custom/bespoke order is confirmed and production has commenced.

Additional Charges (UK & EU)

• Additional charges apply for:

  • Difficult access (narrow driveways, gated properties, limited parking)

  • Remote locations (beyond 50 miles from Crawley, Scottish Highlands, Northern Ireland, offshore islands, non-standard EU zones)

  • Special handling (crane hire, hiab, stair lifts, basement delivery, multi-floor access)

  • Out-of-hours delivery (evenings, weekends, bank holidays)

  • Redelivery due to customer absence, inaccessibility, or refusal to accept delivery

  • Site preparation or remedial work required

• All additional charges will be quoted separately and must be accepted in writing before delivery proceeds.

• Shipping fees are non-refundable once order is confirmed and scheduled for delivery.

5. Damages & Claims

• All deliveries must be inspected immediately upon arrival. Customer must sign delivery documentation confirming receipt and condition.

• Any damage or missing items must be reported in writing (email with photos) within 24 hours of delivery. Claims reported after 24 hours will not be accepted.

• Photographic evidence of damage must be provided; Medi-Spa reserves the right to inspect items before processing claims.

• Medi-Spa will arrange repair, replacement, or partial compensation (at Medi-Spa's discretion) for valid claims.

• Medi-Spa is not liable for damage caused by:

  • Improper site preparation or unsuitable delivery location

  • Customer mishandling, negligence, or refusal to follow delivery instructions

  • Third-party damage after delivery (e.g., damage caused by customer's contractors, family members, or other parties)

  • Natural wear and tear or cosmetic blemishes

  • Damage caused by site conditions (flooding, subsidence, structural issues, etc.)

• Claims for consequential losses (loss of enjoyment, business interruption, etc.) are excluded.

6. Customer Responsibilities

• Ensure site is accessible, prepared, and safe for delivery and installation (level ground, adequate space, clear pathways, safe access for two-person team and equipment).

• Notify Medi-Spa in advance of any access restrictions, narrow gates, steps, basement access, or special requirements (minimum 5 business days' notice).

• Provide accurate site address, contact details, and access instructions. Failure to do so may result in failed delivery and additional charges.

• Customer is responsible for:

  • Obtaining necessary permissions (landlord, HOA, local council) for installation

  • Ensuring site meets all building regulations and safety standards

  • Arranging utilities (power, water, drainage) as required

  • Clearing site of obstacles and hazards

  • Supervising delivery and ensuring site safety

• Failure to provide accurate site information or prepare site adequately may result in additional charges, delays, or order cancellation.

7. Risk & Liability Transfer

• Risk of loss or damage transfers to customer upon delivery to site. Once items are placed on customer's property, Medi-Spa assumes no further liability.

• Customers are strongly advised to obtain delivery insurance for high-value items.

• Medi-Spa is not responsible for loss, theft, or damage after delivery personnel have left the site.

8. Cancellation & Rescheduling

Standard Products

• Orders scheduled for delivery cannot be cancelled without penalty once delivery is confirmed.

• Rescheduling requests must be made at least 5 business days before scheduled delivery date; rescheduling fees of £50-150 may apply.

• Cancellations within 5 business days of scheduled delivery will incur full redelivery and administrative fees.

Custom & Bespoke Orders

• Custom/bespoke orders cannot be cancelled once production has commenced.

• Cancellation requests made before production commences may be accepted, subject to a non-refundable deposit retention (typically 25-50% of order value).

• Cancellations after production has commenced will result in full payment liability for all manufacturing costs, materials, and restocking fees.

• Rescheduling of custom/bespoke delivery dates must be requested in writing and may incur additional storage or logistics fees.

9. EU Delivery: Customs, Duties & Taxes

Customer Responsibility

• All import duties, customs clearance fees, import VAT, and applicable taxes are the sole responsibility of the customer.

• Medi-Spa is not liable for delays caused by customs clearance, import restrictions, regulatory compliance, or border procedures.

• Customers must comply with all applicable EU import regulations and provide required documentation (e.g., VAT number, import licenses).

Delivery & Clearance

• EU orders are shipped via specialist international carriers with customs pre-clearance where possible.

• Customs clearance times vary by country and border procedures; typical delays range from 3-10 business days.

• Medi-Spa will provide tracking information and customs documentation but assumes no liability for clearance delays.

• If customs clearance is refused or delayed beyond 30 days, Medi-Spa reserves the right to cancel the order and charge restocking fees.

Liability

• Medi-Spa is not responsible for:

  • Customs rejections or import refusals

  • Delays caused by border procedures or regulatory inspections

  • Damage or loss during customs clearance

  • Additional duties or taxes imposed by EU authorities

• International orders are shipped at customer's risk; Medi-Spa recommends full insurance coverage.

10. International Shipping (Non-EU)

• International shipping outside the EU is available by request only and must be quoted individually.

• All import duties, taxes, customs clearance fees, and VAT are the sole responsibility of the customer.

• Medi-Spa is not liable for delays caused by customs clearance, import restrictions, or regulatory compliance.

• International orders are shipped at customer's risk; Medi-Spa recommends full insurance coverage.

• Delivery timeframes for international orders are estimates only and not guaranteed.

11. Limitation of Liability

• Medi-Spa's liability for shipping-related issues is limited to the cost of repair, replacement of parts, or refund of shipping fees only.

• Medi-Spa is not liable for:

  • Indirect or consequential losses (loss of enjoyment, business interruption, lost profits, emotional distress)

  • Third-party claims or damages

  • Environmental or regulatory breaches

  • Reputational damage

  • Delays or failures caused by circumstances beyond reasonable control (weather, traffic, carrier issues, supply chain disruptions, customs delays, border procedures, force majeure)

  • Delays in custom/bespoke order production or delivery, regardless of cause or duration

12. Carrier Liability

• Medi-Spa uses reputable carriers but is not responsible for carrier negligence, loss, or damage.

• Customers may pursue claims directly with the carrier if applicable.

• Medi-Spa will assist in facilitating claims but assumes no liability for carrier performance.

13. Contact & Support

For shipping questions, delivery scheduling, or claims, contact:

• Email: info@medi-spa.co.uk

• Phone: 020 810 35624

• WhatsApp: 07958 755 376

• Website: www.medi-spa.co.uk

All shipping inquiries must be made in writing (email or WhatsApp) for documentation purposes.