Warranties

1. Legal warranty

Pursuant to European Directive 1999/ 44/EC et seq. on certain aspects of the sale of consumer goods and associated guarantees, Consumer is any natural person who purchases a Product for purposes unrelated to his or her business, trade, craft, or profession (the "Consumer").

Legal warranty lasts 24 months from the order date stated on the consumer’s ticket receipt or tax document issues on purchase.

If the Consumer believes that he or she has purchased a Product with a conformity defect, he or she must contact his or her retailer to make use of the related warranty.

BESTWAY shall provide the guarantee, for any possible conformity defect of the Products, to any consumer who purchased the Products directly from BESTWAY itself.

2. BESTWAY Manufacturer Warranty

Without prejudice to the warranties and prerogatives provided by law, BESTWAY offers an additional warranty ("BESTWAY Manufacturer Warranty") for possible conformity defects over a limited range of Products.

The Manufacturer warranty may be activated by the consumer of the Product or the retailer, under following terms and conditions.

(a) Where is the Lay-Z-Spa Warranty Valid?

Please be advised that our warranty is only valid when a Lay-Z-Spa has been purchased from one of our authorised UK retailers. If you have any doubts about who is an authorised retailer before purchasing, then please contact us. Please note we do not offer a manufacturer’s warranty on Lay-Z-Spas that have been sold by private sellers on eBay or other marketplaces.

As Lay-Z-Spa UK, we only offer a warranty on UK produced Lay-Z-Spas, with a UK plug, purchased from authorised UK retailers. If you have purchased a Lay-Z-Spa from a foreign retailer, you will need to contact them directly to resolve any issues.

Lay-Z-Spa is aimed at the domestic market and our products are not made for commercial use. If links are found to a company that hires spas, or uses them for any commercial use, we would be unable to cover the warranty on all spas owned by the customer.

See above a list of product categories covered by BESTWAY Manufacturer warranty.

(b) Duration of BESTWAY Manufacturer warranty

BESTWAY Manufacturer warranty for all above product categories shall last 24 months starting from the date stated on the ticket receipt or tax document issued on the purchase.

To avoid forfeiture of the rights granted by BESTWAY Manufacturer Warranty, the presumed lack of conformity of BESTWAY Product shall be reported to BESTWAY within 2 months of its appearance, as described in following paragraph (c). 

(c) Activation and Services of BESTWAY Manufacturer warranty

In order to report a presumed defect of conformity of the Product, and to activate BESTWAY Manufacturer Warranty, a customer or retailer must contact the Customer Service Centre located and purchased in his/her country, provided by BESTWAY.

The request can be submitted through the online form: https://www.lay-z-spa.co.uk/support/how-do-i-make-a-warranty-claim

Communication will include the following data:

• Customer contact details
• Proof of Purchase showing the full date of purchase, retailer, product purchased, and price paid
• Serial Number / ROHS Number
• Description and pictures/video of the defect
• Other documentation that BESTWAY needs to analyse the claim.

Whenever it is confirmed that the non-conformity is a production issue, BESTWAY will proceed with the replacement of the defective part only (not the complete set).

The replacement will not entail any additional costs for the Consumer or the retailer from whom the Consumer has purchased the Product.

After diagnosing a fault, and prior to us dispatching any larger replacement parts, we would request that you send us images showing that the faulty part has been destroyed.

Please do not destroy any parts until advised to do so.

Please do not dispose of the faulty part until advised to do so.

BESTWAY Manufacturer warranty will not re-start from the date of the replacement of the defective part, but it will reach its natural expiry date.

(d) Limits to the application of BESTWAY Manufacturer warranty

BESTWAY Manufacturer Warranty shall exclusively concern conformity defects of BESTWAY Products. On the other hand, it does not cover, in any respect, problems attributable to different causes, such as, by way of example and not limited to, those defects potentially deriving from, incorrect installation, incorrect use, bad or poor maintenance, bad management, misuse of chemicals and mismanagement of water, incorrect power supply, neglect or improper use, handling and/or modification of BESTWAY Product respectively, usage of non-suitable and/or non-original accessories and/or spare parts, damage visible from the outside and not disputed at the time of delivery, damage deriving from climatic effects, any fault deemed not to be a manufacturing defect, any notification of missing parts after two months from purchase date.

Bestway products are not covered under BESTWAY Manufacturer Warranty when purchased second-hand / reconditioned / refurbished.

In addition, the warranties are not transferrable to third parties.

BESTWAY warns the consumer that, due to different safety standards and/or standards set by current legislation which can be different from Country to Country, installing and/or using Bestway Products in a different Country from where the consumer purchased the Product may cause damage to persons and/or to property and/or to the purchased Product itself (or to individual parts thereof). Failure to comply with the prescription set forth herein may cause warranty to lapse.

BESTWAY Manufacturer Warranty does not cover products that have been opened and/or handled without BESTWAY's consent (by way of example and not limited to the opening of a pump).

BESTWAY Manufacturer Warranty does not cover any economic loss due to water and chemical consumption costs.

BESTWAY Manufacturer Warranty does not apply in case of material damages due to improper installation and/or assembly not following the guidelines included in users’ manuals; by way of example and not limited to material damages due to installation of a product on incorrect and/or not levelled surface.

No refunds may be claimed for interventions and/or replacements on the product handled by the consumer or the reseller outside the manners and under the conditions set forth in the BESTWAY Manufacturer Warranty itself.

(e) Effective date

BESTWAY Manufacturer Warranty shall apply with reference to all notifications received as per paragraph (c) above in relation to BESTWAY Products as of 01 January 2021.

Our warranty provides benefits which are in addition to and do not affect your statutory rights as a consumer. We reserve the right, at our sole discretion, to decline a warranty claim after initial acceptance of the warranty registration, should subsequent information be requested and not meet our criteria.

3. Who should I contact about my warranty?

You can access up to date troubleshooting advice, technical information, and FAQs through our Support pages: https://www.lay-z-spa.co.uk/support

To make a claim or for more information on your warranty, please contact our Customer Care Team: https://www.lay-z-spa.co.uk/support/how-do-i-make-a-warranty-claim

We have a zero tolerance of abusive language or threatening behaviour towards our staff, by either phone or email. We reserve the right to immediately void any warranty, regardless of whereabouts in the warranty claim process we are, should we experience this.