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Frequently Asked Questions
We're here to help you find the right product for you pool and garden, so have provided some tips below.
If you still need more information, then check out our blog or contact us.
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What is the warranty period on your products?All items on our website are provided with a minimum 2-year manufacturer's guarantee. Items with longer protection is often stated in the product details. All heat pumps are supplied with a minimum 3-year warranty against all parts, with some models offering increased periods of 5 years and then up to 15 years on the compressor and heat exhanger. Our liner warranties cover a 10-year period for the welded seams and connection of the beading strip, which is 5 years full and 5 years pro-rata.
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How do I make a claim?Claims for warranty defects must be made in writing to support@gardensplash.co.uk with evidence of the fault supplied.
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What exclusions apply to warranties?Exclusions can vary depending on the product used, but will always stipulate the following: The item has been installed and maintained according to the manufacturer's guidelines Swimming pool water (where relevant) must be maintained within recommended chemical balance values. Items must not be altered or amended from their supplied condition Some products may have a requirement to be installed by a registered/approved professional (e.g. electrical items). Accidental or deliberate damage voids all claims. Items must be used for their intended purpose All products supplied on the GardenSplash! website are intended for domestic use unless stated otherwise. Commercial applications may not be covered or subject to reduced warranty periods.
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Do you provide any credit or staged payment terms?Typically, no. However for large items, especially those that are made-to-order, we can sometimes offer a deposit + staged payment agreement. Payment of the full balance is always required prior to items being despatched. Alternatively, there may be options available 3rd party credit/BNPL providers, but GardenSplash! is not a lender or broker.
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Where can I find more detailed information on your policy?For more details, please visit the Garden Splash Delivery Information page. Or you can contact us via the methods below: Email: support@gardensplash.co.uk Phone: 0333 577 9692
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How are delivery charges determined?Delivery charges vary based on the item and your location. If you believe a delivery charge has been incorrectly applied, please contact us at support@gardensplash.co.uk with your order details.
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Are all items marked "In Stock" immediately available?Not always. Some items marked as "In Stock" may have manufacturing lead times or delivery delays, especially if dispatched directly from suppliers. This includes certain wooden pools, saunas, steam rooms, and safety covers. We mark such items as "In Stock" to facilitate ordering, so it's advisable to check with us if your order is urgent. However, we do mark items "Out of Stock" where lead times are unknown or exceptionally long.
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What are the standard delivery times?For in-stock items: England, Wales & Scotland: 3–5 business days Northern Ireland: 5–7 business days Please note that large or palletised items (e.g., heat pumps, large filters) may have longer lead times: Online orders: 2–3 weeks Manual orders with alternative payment: 1–2 weeks
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Where can I find more detailed information on your policy?For more details, please visit the Garden Splash Delivery Information page. Or you can contact us via the methods below: Email: support@gardensplash.co.uk Phone: 0333 577 9692
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What delivery methods are used?We utilise various delivery partners, including couriers, Royal Mail, and pallet-freight services. Large items delivered via freight carriers are typically "kerbside" deliveries, meaning they cannot be left unattended, and it's your responsibility to move the item from the delivery point to your desired location.
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Do I need to be present for delivery?Yes. For large or palletised items, someone must be available to accept the delivery. If no one is present, or the delivery is turned away, you may incur redelivery fees.
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What happens if I sign for a damaged delivery?Once a delivery is signed for, it's considered fully accepted. We usually cannot open cases with our suppliers or delivery partners for damaged items that have been signed for. Please inspect your products before signing. If a product and its packaging are not visibly damaged, but doesn't work once installed, then we may be able to offer a warranty replacement. You can protect yourself by taking images or video of items at the time of delivery and removing packaging, as this may support us in opening a case for you.
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Can orders be rejected due to delivery charges?Yes. We may reject orders if they've been accepted "out of area" or if an incorrect delivery charge has been applied. We'll contact you in advance if we're considering cancelling your order. Where possible, we will seek to find an amicable resolution that ensures you receive your order.
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Are returns accepted for bespoke or made-to-order items?No. Returns for reasons other than defects aren't accepted on bespoke or made-to-order items.
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Where can I find more detailed information on your policy?For more details, please visit the Garden Splash Delivery Information page. Or you can contact us via the methods below: Email: support@gardensplash.co.uk Phone: 0333 577 9692
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What is the returns policy?Returns outside of UK consumer law and distance-selling regulations are accepted at our discretion. You must notify us in writing within 14 days of your wish to return the item and then have 14 days to send it back. Delivery charges and fees incurred by you won't be refunded, and goods must be "new and unused" upon inspection to qualify for a full refund.
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Can I cancel my order?Yes. You have the statutory right to cancel your order for a full refund within 14 days. However, bespoke or made-to-order items may be subject to reduced or refused refunds, depending on agreed terms and costs incurred. If you don't notify us in writing before dispatch and a failed delivery cost is incurred, this will be deducted from any refund due.
About Us
Our Promise
Energise Leisure Ltd is a swimming pool and leisure business dedicated to sourcing only reliable products from trusted and proven suppliers. Our commitment to product and service quality is extended to Garden Splash! by only selling products we would be happy to install ourselves.
Our product labels are 100% honest so anything showing as "Director's Choice" is truly what we believe to be among the best in class or greatest balance between cost and quality based on a decade of technical experience.
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"Great Value" indicates value for money based on the quality of the product, not necessarily that something is the cheapest available.
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"Popular Brand" is exactly that - something that lots of people own and love.
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To learn more about Energise Leisure Ltd, visit www.energiseleisure.co.uk
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