Delivery & Installation Guide

Hot Tub Delivery & Installation Guide

Everything you need to know before your hot tub arrives

We want your hot tub delivery to be as smooth and straightforward as possible.

This guide explains how we deliver and install your hot tub, what we need you to prepare beforehand, and what to expect when our team arrives.

A little preparation goes a long way. Please take some time to read through this guide before your delivery date, particularly the sections on access, the base and electricity.

If you're unsure about anything, please get in touch with us before delivery. We're always happy to help.

Please note: This guide should be read alongside our Terms and Conditions of Sale. If there is any conflict between this guide and our Terms and Conditions, the Terms and Conditions will take priority.

Before your delivery

There are a few important things we need you to check before your hot tub arrives.

Your quick checklist

Before delivery, please make sure:

☐ We have received accurate photos/videos of the access route
☐ You have checked all access widths, heights and corners
☐ Any gates, fence panels or other obstacles have been removed if necessary
☐ A suitable, level base is ready
☐ Your electrical supply is ready
☐ A suitable water supply and hosepipe are available
☐ The route is clear, clean and safe
☐ An adult aged 18+ will be present on the day

Getting these things ready in advance helps us avoid delays and, most importantly, allows our team to deliver your hot tub safely.

1. Getting your hot tub into position

Your hot tub will normally be moved using our Spa Sledge.

This allows us to carefully move the hot tub on its side and pull or push it into position.

Please remember

When the hot tub is on its side:

  • Its length becomes its height.
  • It will lean slightly because of the acrylic overhang.
  • The hot tub and sledge straps can be up to 3 metres long.

This means that corners, narrow passages and overhead obstacles all need to be considered carefully.

Check the whole route

Please check the route from where our delivery vehicle will park to the final hot tub position.

Look out for anything that could restrict access, including:

  • Gates and gate openings
  • Fence panels and posts
  • Walls
  • Steps and slopes
  • Drainpipes and vents
  • Outside taps
  • EV charging points
  • Meter cabinets
  • Windowsills
  • Low roofs and overhangs
  • Garages and bungalow rooflines
  • Plants, bushes and other vegetation
  • Any other fixed obstacles

If the route is too narrow or difficult, there may be another way to get the hot tub into position. For example, could a gate or fence panel be temporarily removed?

If anything needs to be removed, trimmed or altered, this must be done before our team arrives. Our delivery team cannot make modifications to your property.

2. Helping us plan your delivery

To make sure your delivery can be completed safely, we'll ask you to provide photos and/or videos of the access route.

Please show us the entire route, from where our vehicle will park through to the final position of the hot tub.

We may also need measurements, including:

  • The narrowest width along the route
  • The height of archways, doorways and overhangs
  • The available space at tight corners
  • The number and type of steps
  • Any slopes or changes in level

Please provide measurements in millimetres (mm).

We may ask you to provide photographs showing your measurements.

If you're unsure how to measure something, please ask us. It's much better to check than to guess.

We use the information you provide to assess whether we can safely deliver and install your hot tub using our standard equipment and methods.

3. Your part in preparing for delivery

To help everything go smoothly, please make sure:

  • The information and measurements you've provided are accurate.
  • The route is safe and suitable from the road to the final position.
  • Any gates, fence panels or other removable obstacles have been dealt with.
  • Vegetation has been trimmed back where necessary.
  • The base is ready.
  • The electrical supply is ready.
  • A suitable water supply is available.
  • An authorised adult is present on the day.
  • You tell us as soon as possible if anything changes that could affect delivery.

If you have any concerns about access, please speak to us before delivery day.

4. Preparing the base

Your hot tub needs a strong, solid and completely level base.

The base must be capable of supporting up to 2,000 kg, which is the potential weight of a filled hot tub with bathers.  If you are purchasing a Swim spa then the base must be able to support up to 10000 kg.

Suitable options can include:

  • A concrete base
  • A properly constructed patio
  • Properly reinforced decking

The base needs to support the entire footprint of the hot tub.

Please don't place your hot tub directly onto:

  • Grass
  • Soil
  • Mud
  • Loose gravel
  • Uneven ground

These surfaces can move or sink over time and may affect the performance of your hot tub.

5. Getting your water supply ready

For installation, you'll need:

A suitable water supply and a hosepipe that can reach the hot tub.

Please make sure these are available and ready for our team when we arrive.

6. Getting your electricity ready

Your electrical requirements will depend on whether your hot tub is a 13A Plug & Play model or a 32A Hard-Wired model.

13A Plug & Play

Your hot tub will need a dedicated outdoor IP65-rated 13A socket.

The socket must:

  • Be suitable for outdoor use
  • Be within 2 metres of the hot tub
  • Be connected directly to the property's ring main
  • Not be connected using an extension lead

We strongly recommend using a low-load circuit, such as a garage circuit, to help ensure reliable operation.

Hot tubs use a significant amount of power when heating. Using a high-load circuit, such as a kitchen ring, could cause the circuit to trip when other appliances are being used.

Important: Never connect your hot tub using an extension lead.

32A Hard-Wired

A 32A model requires a dedicated 32A RCD-protected supply.

This must be installed by a qualified electrician before delivery.

The installation requires:

  • A 32A C-type breaker in your consumer unit
  • 6mm² 3-core SWA cable
  • An external IP65-rated rotary isolator
  • The isolator positioned ideally 2–3 metres from the spa and not within 1 metre
  • A minimum 5-metre tail of 6mm² 3-core SWA cable from the isolator or more depending on how far you want the hot tub positioned away from the isolator.  Make sure you have plenty of cable.

Our installation team will connect the hot tub to the prepared cable.

Our installation team are not qualified electricians and cannot install, modify or interfere with your domestic electrical supply.

7. Which delivery service have you chosen?

What happens on the day depends on the service you've purchased.

Delivery & Installation  (Charge of £200 with H2O Spas)

Our full installation service includes:

  • Moving the hot tub into position
  • Removing packaging and protective film
  • Fitting HeatBank insulation, if purchased
  • Filling the hot tub with water
  • Commissioning and testing the hot tub
  • Removing airlocks, where present
  • Testing jets and diverters
  • Assembling and installing the cover lifter
  • Measuring and fitting the lid clips
  • Building steps and other accessories
  • Demonstrating the hot tub's features and settings
  • Providing guidance on chemicals and proper use
  • Showing you how to use your hot tub

We want you to leave the day feeling confident about using and looking after your new hot tub.

Delivery & Positioning / Set-Up

If you've chosen Delivery & Positioning rather than full installation, we recommend this option only if you're 100% confident setting up and troubleshooting the hot tub yourself.

This service does not include the guided set-up and testing that forms part of our full installation service.

For example, assistance with issues such as airlocks, stuck jets or operating controls may be chargeable.

You'll receive a basic guide to your hot tub's functionality, but ongoing set-up support is not included.

8. What to expect on delivery day

Arrival time

We'll give you an estimated arrival time.

Because our delivery routes cover long distances, we cannot guarantee an exact arrival time.

Traffic, road closures, weather, vehicle problems, staff illness and other unforeseen circumstances can occasionally affect our schedule.

If we're running significantly earlier or later than expected, we'll contact you as soon as reasonably possible.

Someone needs to be there

An adult aged 18 or over who lives at the property, or someone authorised to make decisions on your behalf, must be present throughout delivery and installation where applicable.

9. When our team arrives

Before moving your hot tub, our team will check:

  • The access route
  • The final position
  • The condition and suitability of the base
  • That the route matches the information and measurements provided beforehand

We'll then move the hot tub using our Spa Sledge and a two-person team, provided it is safe to do so.

If conditions are different from what we were shown, or our team believes the move is unsafe, we may pause the delivery and contact our office.

Our team's decision regarding safe working is final.

10. Please clear your route before we arrive

If your hot tub is being moved across a patio, decking or another finished surface, please give the route and base a thorough clean shortly before delivery.

Remove any:

  • Stones
  • Grit
  • Screws
  • Nails
  • Other debris

Small objects can become trapped underneath the Spa Sledge or hot tub and may cause scratches or damage.

We'll always take reasonable care, but we cannot accept responsibility for damage caused by debris that was already present on the surface before we arrived.

11. Gates, fences and other obstacles

Any gates, fence panels, posts, handrails or other removable obstacles that reduce the available width must be removed before our arrival.

Our team will not cut, dismantle or remove gates, fences or other structures.

Please also check for anything overhead, including:

  • Cables
  • Branches
  • Guttering
  • Roof overhangs

Anything that restricts the height of the route must be dealt with before delivery.

If an obstacle prevents us from moving the hot tub safely, we may not be able to complete the delivery.

12. Steps, slopes and difficult surfaces

A small number of wide, even steps may be suitable if there is enough room and we can safely use ramps or other equipment.

However, narrow, uneven or crumbling steps are not suitable.

Steep slopes, loose gravel, wet grass and mud can also create safety risks.

In some situations, temporary boards or sheets may be needed to create a stable route.

Our team will assess the route when we arrive and will not proceed if they believe it is unsafe.

13. What if the hot tub needs to go over a wall or fence?

Our standard delivery service does not include lifting a hot tub over walls, fences, garages, buildings or vehicles.

In some circumstances, we may be able to agree to a non-standard manoeuvre, such as lifting over a low wall, provided we believe it can be done safely.

Because this involves additional risk, you'll be asked to sign a disclaimer confirming that you understand and accept the increased risk of damage to your property.

If you don't wish to sign the disclaimer, we won't attempt the manoeuvre.

If there is no other safe route, we may be unable to complete the delivery. Options may include kerbside delivery or cancellation.

14. Crane or HIAB delivery

If there is no suitable ground-level route, a crane or HIAB may be required.

We also have our own HIAB vehicle for lifting hot tubs over fences, hedges and walls. This is a chargeable service (H2O Spas only) because it requires a different vehicle and trained team.

If a hot tub requires lifting over a house or building, then a crane will be required.  This is something you will need to arrange and we can provide your hot tub's dimensions and weight to your chosen crane company.  We may be able to recommend local providers in some areas.

If a crane is required but isn't available on the agreed day, we may be unable to complete the delivery and charges will be incurred.

15. What happens if something isn't ready?

We understand that things can occasionally change.

However, if we arrive and find that:

  • Access or measurements are different from what you've provided
  • Gates or fence panels haven't been removed
  • The base isn't ready or isn't safe
  • The electrical supply isn't ready or isn't safe
  • The water supply isn't ready
  • Nobody authorised is present

we may be unable to complete the delivery or installation.

Where possible, we'll discuss the available options with you.

This could include:

  • Placing the hot tub in a safe temporary location
  • Leaving it packaged at the final location without commissioning

If there isn't a safe or practical solution, the hot tub may need to return to our warehouse.

If the issue is caused by our error, or by something outside both your control and ours, the charges described below will not apply.

16. Re-delivery and additional visits

If we've delivered or positioned your hot tub but need to return another day to:

  • Move it from a temporary location to its final position; or
  • Complete installation or commissioning once access, base or power issues have been resolved,

an additional visit charge will apply.

Current re-delivery rates

Area Charge
England & Wales £350
Devon & Cornwall £450
Scotland (up to Aberdeen) £550

These charges cover the cost of sending a vehicle and team to your property again and must be paid before the additional visit takes place.

17. If delivery cannot be completed

If we attend with your hot tub but cannot complete the delivery or installation because of something within your control — such as access, obstacles, the base or power supply — and the hot tub has to return to our warehouse, you have two options.

Option 1 — Rearrange your delivery

We'll store the hot tub for a reasonable period.

Once you've resolved the access or preparation issues, we'll arrange a new delivery date.

The new delivery will be charged at our standard re-delivery rate.

Option 2 — Cancel your order

We'll refund the amounts you've paid for the hot tub and any standard installation charge.

A £300 deduction will be made towards the labour and transport costs already incurred, including:

  • Loading your hot tub
  • Transporting it to your property
  • Time spent attempting delivery
  • Transporting it back to our warehouse
  • Unloading it

This £300 is a contribution towards genuine costs incurred and is not a penalty charge.

The £300 deduction will not apply where delivery cannot be completed because of our error or something outside both your control and ours.

Your statutory rights, including those under the Consumer Rights Act 2015 and any applicable cooling-off period for distance contracts, are not affected.

18. Looking after your property

We take reasonable care when moving and installing your hot tub.

However, moving heavy equipment can sometimes leave minor marks.

For example:

  • Minor marks to grass, soil or gravel can be unavoidable.
  • Scuff marks may occur on paving, although these should generally be easy to clean.
  • Tight access increases the risk of cosmetic damage to walls, fences, paving and other surfaces.

We cannot accept responsibility for damage to surfaces or structures that are already in poor condition or aren't suitable for moving heavy loads.

If you ask us to carry out a non-standard manoeuvre and sign the relevant disclaimer, responsibility for any resulting damage will sit with you.

If you're particularly concerned about a specific area of your property, please let us know before your delivery date.

19. A final check before delivery

Before your delivery date, please take a few minutes to make sure:

Access

☐ The route is clear and suitable
☐ Gates/fence panels that need removing have been removed
☐ Plants and vegetation have been trimmed back
☐ Measurements are accurate
☐ There are no height restrictions or overhead obstacles

Base

☐ The base is strong, solid and level
☐ The entire hot tub footprint is supported

Electricity

☐ Your required electrical supply is installed and ready

Water

☐ A suitable water supply is available
☐ A hosepipe is ready

Delivery day

☐ An authorised adult will be present
☐ The route is clean and free from stones, grit, screws and other debris

If you've ticked everything above, you're ready for delivery!

20. One last thing

We want your hot tub delivery to be an exciting part of the experience, not something you need to worry about.

If you're unsure about access, measurements, the base, electricity or anything else, please contact us before delivery day.

It's always easier to answer a question in advance than to discover a problem when the hot tub is on the delivery vehicle.

This guide explains our delivery and installation process in plain language. It should always be read alongside our Terms and Conditions of Sale, which form the legal contract between you and us. If there is any conflict between the two documents, the Terms and Conditions of Sale will apply.

Thank you

Thank you for choosing us.

We look forward to delivering your new hot tub and helping you get it ready to enjoy.