Terms of service

Terms & Conditions

www.healthylake.co.uk is owned and operated by Water Garden Ltd.

Please read the following terms and conditions carefully.  Access to and use of this website is provided by Water Garden Ltd, on and subject to the following Terms and Conditions.

1.1  Definitions 

In these Terms and Conditions ("Terms"), the following words and phrases shall have the following meanings:

"the Buyer" means the person, firm or company who purchases the Goods from the Company.

"the Company" means Water Garden Ltd: company no. 3785351, VAT registration no. 750 4740 43, registered office 3 Acorn Business Centre, Northarbour Road, Cosham, Portsmouth, Hampshire PO6 3TH, trading as www.healthylake.co.uk

"Contract" means the contract between the Company and the Buyer, which shall be deemed to incorporate these Terms.

"Goods" means any goods agreed in the Contract to be supplied by the Company to the Buyer.

1.2  Copyright

Water Garden Ltd and/or its licensors own the intellectual property rights for content on our websites. The owned designs and content on our website are protected by copyright, trademarks and other intellectual property rights and you may not therefore copy, republish or otherwise use the content of our website unless you agree that you will only download content for your own personal and domestic use. The materials on our website may not be used for any other purpose including, in particular, any commercial purposes.

By using our website, you agree to respect the intellectual property rights and will only download content for your own personal and domestic use and will refrain from copying, downloading, transmitting, reproducing, printing, or exploiting for commercial purpose any material contained within the Website.

You may not alter or delete any copyright or proprietary notice that our website may contain.

2. Delivery Policy

All goods require a signature on delivery. In instances where the customer requests delivery for the goods to be left in an unattended location without a signature, Water Garden Ltd will not accept any liability for loss or damage. We recommend that goods are left with a neighbour to accept, or please state a delivery address to a work/attended address where the goods can be signed for.

We aim to deliver all orders to UK mainland addresses within 5/7 working days from receipt of order. However, certain products may be on an extended delivery period. We will always advise you of this and await your acceptance before proceeding with your order. We will use all reasonable endeavours to deliver your Goods within the time stated but we will not be liable for any loss caused to you by late delivery. If you do not receive your Goods within the stated delivery period please contact us immediately by e-mail or telephone.

On receipt of the Goods please inspect carefully for damage and advise the carrier's driver accordingly. If you are unable to fully inspect the Goods for whatever reason, please sign the consignment note as "unexamined". Should you sign the consignment note as "received in good condition" or fail to comment on the consignment note (“unexamined” / “Damaged” etc), you may be liable for any damages.
 

Any damage should be advised via e-mail to us within 24 hours of receipt.

2.1  Delivery Services

We have a number of delivery services we use to get your package from us to its intended destination.  Please view the services we offer below.  Please note all services are subject to stock at the time of ordering.

Please also note that www.healthylake.co.uk can only deliver to UK mainland addresses.  For Scottish Highlands, Northern Ireland, Ireland, UK offshore Islands, Europe and other global destinations, please visit www.water-garden.co.uk or call on +44 (0)2392 373735 to facilitate your order.

Next Day means next working day. This means bank holidays and weekends are excluded from delivery dates. We always do our very best to get orders out the same day they are received in order to arrive the next working day for UK addresses, subject to stock. However, in rare cases this isn’t always possible, even if the order was placed before the 1:30pm cut-off time.  In the event of an unforeseen delay, we will always let you know via the contact details provided on your order.

Upon despatch of your goods, www.healthylake.co.uk will send a confirmation email, including a tracking number where possible.

3. Placing an Order

You can order items displayed on this website by:
A) Using the online shopping facility (through our website).
B) Telephoning us on the number listed on our Contact Information page.

Once an order is placed you will receive an e-mail or other written confirmation of receipt (please do not respond to this unless any of the details are incorrect).  The fact that you have received a written confirmation does not guarantee that we will be able to fulfil your order.

If for any reason we are not able to fulfil your order we will contact you at the earliest possible opportunity to advise you of this and offer you an alternative or, if necessary, a full refund.

3.1  Prices

Prices for Goods displayed on our website are in Pounds Sterling (£GBP) and include UK VAT.

We will endeavour to ensure that the prices shown on this website are correct.  If, however for any reason the prices of any Goods are incorrect at the time you place an order with us, we will contact you at the earliest possible opportunity to advise you of this.

3.2  Payments & Security

This website uses secure socket layer (SSL) to protect your details. Accepted payment methods are Visa, Visa Debit, MasterCard, Maestro, PayPal & American Express.

We currently charge Credit/Debit card accounts within one working day from date of order.

You can also pay for your Goods via Cheque or Bank Transfer.  Please allow up to 7 working days for cheques to clear before we can dispatch your order.  Bank Transfer details will be provided on receipt of order and usually take 1-4 days to clear.

Note: All goods remain the property of Water Garden Ltd until they are paid for in full.

www.healthylake.co.uk uses Shopify website platform.  Shopify provides robust security measures, including SSL encryption, protection against DDoS attacks, and adherence to PCI DSS compliance standards throughout the platform.

4. Cancellations, Returns & Warranties

4.1  Cancellations & Returns

You are entitled to cancel your order from the time you placed the order to 14 days after you receive the order, except if:

• The item is a bespoke item or made to order.
• The item is perishable and has a short lifespan.
• The purchase is a service that has already started.

We ask that you contact us without delay if you wish to cancel by calling or emailing us at contact@healthylake.co.uk

If the order has yet to be despatched, then we will simply return any costs paid in full back to the original method of payment and cancel the order for you.

If the order has already been despatched but is within 14 days of receipt, then you will need to return it to us before we are able to issue a refund. You have an additional 14 days from after you notify us to do this.  Any returns outside of this timeframe could be subject to refusal, or, the issue of gift vouchers to a similar sum, or, acceptance subject to a 20% restocking fee at a Director’s discretion.

If the order is no longer required, please return all items in an unused and original state (i.e. how they were received by you), within the timeframe stated above.  Please contact us via email or telephone before returning so we can issue you with a Returns Identification Number to ensure we can identify the goods upon their return to our premises.  Once received and inspected, we will issue a full refund for the goods including standard outbound delivery charge (£4.60), if incurred.  Any extra delivery service costs (i.e. next day before 12pm, Saturday or Highlands/Islands surcharges) will not be reimbursed.

If the item is faulty or broken upon arrival, then we will offer you a replacement or a full refund including delivery. However, we may ask for an image of the damage to pass on to our supplier/carrier. In most cases, we will require the item back for testing to confirm the fault.  Please ensure you notify us within 24 hours of receiving the goods should any damages occur.

Our address is:
Water Garden Ltd
7 Warrior Business Centre
Fitzherbert Road
Portsmouth - Hampshire
PO6 1TX

4.2  Who pays the carriage of the return?

If the item is faulty upon arrival or the information on the product page was incorrect or misleading, then we will pay the costs of getting the item collected from the original delivery address.

If you no longer want the item or ordered it by mistake or accident then it is your responsibility to arrange return of the goods.

However, we understand not every situation is black and white and we will treat these situations on a case-by-case basis.

4.3  Warranties

If you believe you have a faulty item under warranty, please give us a call or email us. We usually need to ask some questions and find out more information on the fault before proceeding. We will also talk you through what you need to do should we be unable to rectify the problem over the phone.

We will require the item back in order to inspect or test it. This, unfortunately, has to be done before we honour any warranty on the product.  If the purchase arrived with you more than 14 days ago, then you are expected to pay the costs of the return. However, if the item is found to be faulty, we will of course despatch any replacement to you free of charge. 

When sending back electrical goods, please ensure that the item is returned in its complete and original state, together with the original cable length. This will allow us to safely test the product and minimise the risk of warranty rejection by the manufacturer. If you are unable to do this, please contact us and we will attempt to find a resolution.

5. Privacy Policy

This section explains what data we ask of you and how we use it.  We are forthcoming about we do with your data and we have taken measures to protect it. If you have any questions or are not happy with the way we use your data, please send us an email at contact@healthylake.co.uk and we will respond to you within 7 working days.

5.1  Your Data

We ask for your personal data when making an account with us. This information is considered essential in order to process any purchases you make with us, but there are a few things we do with the data which we consider in the best interest of the service we provide to you. Here is a list of the information we require and why we will ask you for it.

*We do not hold or store your card details or PayPal information. All payment information is handled by Shopify online payment service provider.

5.2  Data Access

You can make a data access request which requires us to give a copy of all the data we hold on you. We don’t collect any information from other sources, so this will be information you have given us through our website along with any orders you have placed with us.

You will also be sent additional information on how we process this information, who we share this information with and how long we keep the information.

If you wish for a copy of your data, you can simply email us at contact@healthylake.co.uk asking for the data we hold on you. 

We will respond promptly. Depending on the amount of data we have on you it may take 3+ working days to complete your request after we reply, but it will always be completed within 30 days of you making the request. 

5.3  Data Erasure

You are entitled to have any non-essential data removed upon request. Your details will no longer be used by the business and are obfuscated on our system. This remaining information will have limited and authorised access to essential personal exclusively for evidence pertaining to UK and EU Laws, such as HMRC (Tax).  

If you wish to have your data removed, please contact us via telephone.

We will respond promptly and complete the erasure within 30 days.

5.4  Children

Water Garden Ltd and this website does not make any attempt to collect the personally identifiable information of children and if you are a parent or guardian and believe that your child has entered this information into our website, please let us know by contacting us directly by email or telephone.

We have measures in place to erase and obfuscate such data and we will do so promptly.

6. Cookies

Water Garden Ltd use Cookies on this website (www.healthylake.co.uk) to enhance the user experience of our online visitors.

6.1  What are Cookies?

Cookies are small text files that are downloaded on certain websites to store information about your session online. This information enables websites to improve the services they offer.

Most of the cookies we use are session only, which means they are deleted when you close your browser. Some cookies are considered permanent, which means they may not expire for up to 2 years if they are not manually cleared from your browser.

6.2  Cookie Usage

We classify our cookies in three different categories:

Essential - These are essential for the site to function as intended. In our case, these do such things as remember what items you have in your cart or if you're logged in to your account. If you do not agree to using these cookies, you cannot use our website. 

Analytics - These are used to track a user’s actions throughout our website. We use this information to make ongoing improvements and make sure visitors find what they're looking for as quickly and painlessly as possible. These cookies are optional.

Non-essential - These are cookies that add functionality to our website but are not essential to use it.  If you disable these, you may lose access to certain features, but you will still be able to browse and place orders. 

6.3  What are your choices regarding cookies?

When accepting cookies upon your first visit to our website, you can select what types of cookies you permit under “Cookie Settings”. 

If you'd like to delete cookies or instruct your web browser to delete or refuse cookies, please visit the help pages of your web browser.

Please note, however, that if you delete cookies or refuse to accept them, you might not be able to use all of the features we offer, you may not be able to store your preferences, and some of our pages might not display properly.

7. Making a Complaint

In the first instance please contact us by email, stating clearly the nature of your complaint. All complaints are confidential and taken very seriously.  A Director will acknowledge your complaint within 5 working days. If for any reason a decision cannot be made within a further 10 working days, we will investigate your complaint thoroughly and keep you updated as to its progress.

If we find that you have a valid complaint we will endeavour to reach an amicable settlement with you as well as offering a full written apology. If we find that your complaint is not valid you will be contacted stating the reasons for our findings. If you are still unhappy with the outcome at this stage you have the right to take your case to a suitable arbitration service.