Medi-Spa International Ltd: Shipping Policy
Last updated: 18 October 2026
1. Where we deliver
We deliver hot tubs, swim spas, saunas, ice baths, recovery therapy items and spa and pool parts and spares.
- UK mainland: free delivery.
- Scottish Highlands, islands and Northern Ireland: by quote, depending on location.
- EU: by quote, depending on location.
- Outside the EU: by request only, quoted individually.
We may decline delivery to any location that is inaccessible, unsafe or unsuitable.
2. Delivery times
Saunas (UK mainland): most orders arrive within 7-10 working days. In busy periods, up to 28 days. We confirm your delivery date when you order.
Hot tubs, swim spas and ice baths (UK mainland): scheduled for a date that suits you. We confirm your delivery date when you order.
Recovery therapy items and accessories (UK mainland): 3-7 working days for in-stock items (estimated).
Custom and bespoke orders (UK and EU): the lead time is confirmed in writing when your order is placed. It depends on specification, materials and build capacity.
EU orders: delivery times are confirmed when we quote, and are subject to customs clearance.
You will receive delivery date confirmation and a pre-arrival call (48-72 hours' notice, where applicable).
We cannot be responsible for delays caused by weather, traffic, supply chain disruption, manufacturer delays, carrier issues, customs clearance or other circumstances beyond our reasonable control. We will keep you informed. Nothing in this policy limits your statutory rights if your delivery is late.
3. Installation
Installation is chargeable and booked separately. It is not included in the product price or in delivery.
See our installation prices on the Support & Care page, or WhatsApp us on 07958 755376 for a quote. All prices include VAT.
We confirm access, siting and electrical requirements with you before your installation date. Installation prices exclude crane and lifting equipment, electrical work and any other specialist equipment or site preparation. If you need any of these, we will quote them separately.
4. Delivery process
Large items (hot tubs, swim spas, saunas, ice baths) are delivered by a specialist two-person team to the agreed delivery point at your property, such as your driveway. Moving the item into its final position, connecting it and setting it up are part of installation, which is chargeable and booked separately.
Site access must be agreed in advance and clear on delivery day. Our team may decline to deliver if site conditions are unsafe or inaccessible.
If we cannot deliver because of inaccessibility, absence, unsafe conditions or an unsuitable site, a redelivery fee may apply. We will quote it to you before we rebook.
Small items (recovery therapy, parts, accessories) are sent by tracked courier, and a signature may be required.
5. Delivery charges
UK mainland: free delivery on all orders.
Scottish Highlands, islands and Northern Ireland: quoted individually, depending on location.
EU: quoted individually by destination, item size, weight and logistics. EU delivery is not free. Quotes exclude customs duties, import VAT and clearance fees (see section 10).
Custom and bespoke orders: delivery is quoted separately at the point of sale and included in your final invoice.
Additional charges may apply for the following. We quote them to you and agree them in writing before delivery:
- Difficult access (narrow driveways, gated properties, limited parking)
- Special handling (crane hire, hiab, stair lifts, basement delivery, multi-floor access)
- Out-of-hours delivery (evenings, weekends, bank holidays)
- Redelivery after absence, inaccessibility or refusal to accept delivery
- Site preparation or remedial work
6. Damage and claims
Please inspect your delivery on arrival and sign the delivery documentation to confirm receipt and condition.
Please report any damage or missing items as soon as you can, ideally within 48 hours of delivery. Email photos to info@medi-spa.co.uk. Reporting promptly helps us resolve your claim quickly. It does not affect your statutory rights.
We may inspect items before processing a claim, and will arrange repair, replacement or fair compensation for valid claims.
We are not liable for damage caused by improper site preparation, mishandling by the customer, failure to follow delivery instructions, third parties after delivery, or site conditions (such as flooding, subsidence or structural issues).
7. Your responsibilities
- Make sure the site is accessible, prepared and safe for delivery and installation (level ground, adequate space, clear pathways).
- Tell us about access restrictions, narrow gates, steps, basements or special requirements at least 5 working days before delivery.
- Provide an accurate address, contact details and access instructions.
- Obtain any permissions needed (landlord, management company, local council), make sure the site meets building regulations and safety standards, and arrange power, water and drainage as required.
Inaccurate site information or an unprepared site may lead to additional charges, delays or cancellation.
8. Risk
Risk of loss or damage passes to you on delivery to your site. We recommend insuring high-value items. After our delivery team has left the site, we are not responsible for loss, theft or damage that happens on site.
9. Cancellation and rescheduling
To reschedule a delivery, please contact us at least 5 working days before the delivery date. If a rescheduling fee applies, we will tell you before you confirm.
Custom and bespoke orders cannot be cancelled once production has started. If you cancel before production starts, any payment you have made is dealt with as set out in your order confirmation and our terms and conditions on medi-spa.co.uk.
Nothing in this section affects your statutory rights, including any right to cancel under the Consumer Contracts Regulations.
10. EU delivery: customs, duties and taxes
Import duties, customs clearance fees, import VAT and other applicable taxes are the customer's responsibility. Customers must provide any required documentation (for example a VAT number).
EU orders ship with specialist international carriers, with customs pre-clearance where possible. Clearance typically adds 3-10 working days. We provide tracking and customs documents, but we are not liable for clearance delays, rejections or extra duties.
11. International delivery (outside the EU)
Available by request only and quoted individually. Import duties, taxes and clearance fees are the customer's responsibility. Delivery times are estimates only. We recommend full insurance.
12. Limitation of liability
Our liability for delivery-related issues is limited to the cost of repair, replacement of parts, or a refund of delivery fees. We are not liable for indirect or consequential losses (such as loss of enjoyment or lost profits), or for delays and failures caused by circumstances beyond our reasonable control.
Nothing in this policy affects your statutory rights.
13. Carriers
We use reputable carriers and will help you make any claim against a carrier.
14. Contact
For delivery questions, scheduling or claims:
Email: info@medi-spa.co.uk
WhatsApp: 07958 755376
Website: www.medi-spa.co.uk
Please make delivery enquiries in writing (email or WhatsApp) so we both have a record.
