Shipping & Returns Information

Delivery timescale update (10.04.20) - Please allow 2-3 working days for orders to be delivered. We thank you for your patients during these difficult times.

 

In response to the evolving situation around COVID-19, Online Pool Chemicals is taking all necessary precautions by following advice from both GOV.UK and NHS guidance in the UK.
 
We are able to confirm our manufacturing facility is fully operational.
 
As a UK manufacturer of swimming pool, spa and hot tub chemicals we have always held a large stock of raw materials and products to ensure efficient supply to our customers.
 
In direct response to the COVID-19 pandemic, we’ve taken actions helping to ensure the safety and well-being of our employees, customers, suppliers, and the broader community. This includes a business planning team that is closely monitoring the situation and responding to help minimize disruptions and ensure safe and reliable supply of our swimming pool, spa and hot tub chemicals.  With our manufacturing base, storage facilities we’re responsive and able to serve our customers to meet ongoing demand.
 
We are working closely with our delivery companies (UPS and DHL) to ensure an uninterrupted delivery service. Deliveries may be delayed as some couriers are experiencing  issues. Please allow an extra few days for your products to arrive.

In these uncertain times the OPC Team will do its best to meet your needs.
 
Thank you for your custom.

With kind regards,

James Lee
Managing Director, OPC

 

Courier Deliveries

Free Delivery On All Orders Over £75.00

Delivery is FREE for all orders over the value of £75.00 and £10.99 for orders under this value to mainland UK.

Order by 12.00pm and the goods will be despatched on a next working day service. Our courier endeavours to meet our next day delivery requirements, although, on the rare occasion delays may occur, due to bad weather or in the very busy periods eg. the run up to Christmas

Please note: Deliveries made by our courier are only available to mainland UK.

All our chemicals are packed in special UN approved containers under the 'limited quantities regulations' to ensure we comply with dangerous goods transport regulations. All orders are then despatched in double-walled boxes to ensure that your delivery arrives in excellent condition.

Pallet Deliveries

Pallet deliveries are made between 8:00am and 6:00pm. We ask the delivery company to call approximately 1 hour before they are due to arrive.

All pallet deliveries are made 'kerbside'. This means your order will be left outside of your property at the nearest accessible location. Please note the pallet truck cannot travel over grass, gravel or steps and the driver will be unable to assist you in taking the goods into your property.

Please ensure you have let us know of any delivery restrictions that would prevent an 26 tonne lorry from unloading a pallet by tail lift outside your property. If a smaller vehicle is required, there will be an additional delivery charge.

Please ensure somebody is at the property on the agreed delivery day as all our deliveries require a signature. Failed palletised deliveries will unfortunately result in re-delivery charges. Some containers weight in excess of 25kg each and we recommend you have arranged help on the day of delivery if you need it.

Delivery to mainland UK only.

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Return of damaged/faulty or wrongly ordered/dispatched goods In the unlikely event that your order arrives damaged/faulty please notify us immediately so that we can arrange for your damaged/faulty products to be collected and immediately despatch a new consignment at no additional cost to you. If you do not want the damaged/faulty products replaced then we will collect them and issue you a full refund. If you inadvertently order the wrong products and do not realise until delivered. Please notify us and we will arrange collection of the wrong products and arrange delivery of the correct products. We will obviously need to charge for the collection of the wrong products and the re-delivery of the correct products in this case. We will be happy to quote should this situation arise. Should we inadvertently despatch the wrong goods, please notify us immediately so that we may rectify the problem at no additional cost to you. We will collect the wrongly sent products and we will either send the correct products or give you a full refund. These terms do not affect your statutory rights as a consumer.

Refunds and Cancellation You have the right to cancel your order up to 14 days after your order has been delivered with out giving a reason. We will either make collection arrangements or you can return unused goods to us for a refund. Should we need to arrange for collection, a charge will need to be made to recover the collection charge of the courier company. Collection charges only apply to unwanted products, damaged/faulty products will always be collected at no charge. We are unable to refund any original delivery charge (except where products received are damaged/faulty or dispactched incorrect). We hope you will not have any complaints but if you do, please contact us immediately and we promise to respond to your complaint fairly and in confidence. We will contact you within, at most, 5 days and give you a timescale for full resolution of your dispute. All our chemicals are packed in special UN approved containers under the 'limited quantities regulations' to ensure we comply with dangerous goods transport regulations. All orders are then despatched in double-walled boxes to ensure that your delivery arrives in excellent condition.