Aquaglow Waterbeds Terms & Conditions

We value your satisfaction with our products, service, and pricing. These terms and conditions outline our commitment to you and your responsibilities as a valued customer.

1. Product Representation

Colours and Wood Stains: Product colours and wood stains displayed are intended as a guide. Please note that variations may occur.

Upholstered Waterbeds: Our vinyl materials are selected for their durability, longevity, and ease of cleaning, being both tough and waterproof. All vinyl used complies with relevant British and European Standards for domestic use.

Images: Product images and artwork serve as a reasonable guide; actual products may vary slightly.

Sizes: All stated sizes are approximate guides.

2. Delivery & Collection

We proudly accept and deliver orders throughout the U.K.

Complete Waterbed Delivery:

  • Standard Delivery (2-14 Days): Complete waterbeds are typically dispatched directly to customers within 2-14 days, depending on our current workload.
  • Expert Installation Service: For customers who select this option (unless otherwise stated in the product description), Aquaglow Waterbeds expert waterbed installers can deliver, fit, and fill your waterbed anywhere on mainland U.K. This service will be scheduled at our mutual earliest convenience and may incur an additional charge. Installation typically occurs within 1 working day to 4 weeks.
  • Parking for Installation: If you opt for our fitting and filling service, please ensure adequate parking for our van directly outside your property. Any parking charges incurred during installation will be passed on to the customer.

Customer Collection Options:

  • Direct Collection: You are welcome to collect your waterbed(s) directly from Aquaglow Waterbeds at no packaging cost.
  • Freight Company Collection: If you arrange your own freight company for collection and delivery, a nominal fee of £30.00 will be applied for enhanced packaging to secure your items for transit.
  • Cancellation Fee for Collection Orders: If a bed order is cancelled once it’s ready for collection, a £10.00 extra wrapping fee per box will be charged.

Mail Order for Smaller Items:

  • Under 2kg: Items generally weighing up to 2kg are delivered by the Post Office, typically within 1-3 days. Please note this is not a guaranteed delivery service, and Royal Mail may take longer.
  • Over 2kg: Heavier items are sent via Parcel Force, DHL, TNT, or UPS, aiming for next working day delivery. While we strive for timely delivery, we do not guarantee next-day service and are not liable for delays due to unforeseen circumstances.

Dispatch Times (Excluding Complete Waterbeds): We aim to dispatch all items (except complete waterbeds) on the same working day for orders placed before our cut-off time. When items are dispatched on the same day that are below 2kg in weight, delivery will normally take 1-3 days by Royal Mail. For 2kg parcels and heavier, we aim to dispatch the same day for next working day delivery by either Parcel Force, DPD, UPS, or DHL. We always endeavour to do our very best to get you your goods on time.

Complete Waterbed Lead Times: Most complete waterbeds currently have a lead time of 1-2 weeks from the date of deposit. A few popular waterbeds have a quicker 2-3 days collection date. For an accurate collection date, please contact us on 01772 301922.

Order Non-Receipt: Goods not reported as received within 28 days from dispatch will be deemed as received. Please notify us first by telephone (01772 301922) and confirm in writing if your order has not arrived within this timeframe.

Delivery Address:

  • Telephone Orders: Goods will be dispatched to the debit/credit cardholder’s registered address as required by the card issuer.
  • Website Orders: You may elect to have goods sent to an alternative delivery address.

3. Returns & Faulty Goods

We want you to be completely satisfied with your purchase.

Damaged Goods Upon Receipt: Any goods delivered that are not reported as damaged within 3 days of receipt will be deemed to have been received in an undamaged condition.

Faulty Goods:

  • In the rare occurrence of a water mattress developing a leak, or any other product developing a fault, provided all terms, conditions, and instruction manual guidelines have been followed:
    • Evidence: Photographic evidence may be required in certain cases.
    • Inspection: Aquaglow Waterbeds may need to inspect the goods for manufacturer’s error or customer accident.
    • Resolution: Following inspection, Aquaglow Waterbeds will, at its discretion, repair, replace, or refund the goods.
  • Return Process for Faulty Goods: To avoid delays, please return goods prepaid with a note including your name, address, and a clear description of the fault’s nature and location.
  • Timely Returns: Once notified of a fault, goods must be returned and received by Aquaglow Waterbeds within 7 working days of the original complaint. If goods are received back later than the 7 days, Aquaglow Waterbeds reserves the right to deem you have accepted the goods.
  • Postage Reimbursement: For one year from the purchase date, we will reimburse our customers for reasonable and fair postage costs for genuinely faulty goods.
  • Non-Faulty Returns: Any goods returned to us within the guarantee period but proved not to be faulty under our thorough inspection will be returned with postal costs incurred to the customer.

Goods Returned But Not Received By Aquaglow: Aquaglow Waterbeds cannot accept responsibility for goods returned but not received by us. We recommend using a trackable shipping service.

Incorrectly Addressed Deliveries: Aquaglow Waterbeds cannot accept responsibility for goods sent to an incorrect or incomplete address provided by the customer.

Ordered in Error / Unwanted / Approval:

  • Customer Responsibility: Customers are responsible for ordering the correct items.
  • Return Conditions: Unused, ordered in error, or unwanted items (excluding beds) can be returned provided they are unopened, unused, undamaged, and in their original packaging, fit for resale, with all documentation and instructions.
  • Return Process: Please email us with the reason for the return. After the items have passed inspection, Aquaglow will reimburse by the method of payment paid, or a cheque, or exchange the goods received minus any postage & packaging costs.
  • Customer Pays Return Postage: Appropriate postage and packing costs for returns are the customer’s responsibility and are not refundable by Aquaglow.
  • Free of Charge Items: Any Free of Charge goods or items included with the price of the items ordered, including instructions for goods, must also be returned. If the customer decides to keep them, they will be charged for at the current price.

  • Return Period: Goods must be returned within 7 days of purchase. Goods are not sold on a trial basis or on approval.
  • Repackaging/Restocking Fees: Goods returned must be returned in the original packaging. If the original packaging is missing, the customer is responsible for wrapping and addressing the goods correctly and securely. Aquaglow Waterbeds will charge a modest sum for the repackaging and a modest sum of 10% for the re-stocking of items ordered in error or unwanted. Goods that will not need any repackaging will not be charged for repackaging.

4. Guarantees

General Guarantee Terms:

  • Extended guarantees apply solely to private domestic dwellings and not to companies, businesses, or for commercial use (e.g., Hotels, Motels, Bed and Breakfast, Hospices, Hospitals, Nursing Homes, etc.). Companies receive 12-month warranties.
  • Consumables (e.g., water conditioner, vinyl cleaner, repair kits) are not covered by any guarantee.
  • Manufacturer’s fault on all other items not specifically mentioned: One year guarantee.

Waterbed Mattresses (Standard Stock Sizes):

  • 2 or 5 Year Seam Leak Guarantee: Applies to seam leaks only, whether fitted by Aquaglow Waterbeds or the customer, except where stated otherwise.
  • Conditioner Requirement for Extended Warranty: If the customer uses Aquaglow Waterbeds Waterbed conditioner treatment every year, we will keep you on record for adding the waterbed conditioner. The waterbed mattress conditioner treatment is very important for the longevity of a waterbed mattress. So, adding recommended waterbed mattress conditioner treatment is of utmost importance to the waterbed mattress and the extended warranty. Aquaglow Waterbeds recommends any of the waterbed mattress conditioner treatments that are sold on Aquaglow Waterbeds’ website and cannot accept responsibility for any other brands of waterbed mattress conditioner treatment that may have been added to an Aquaglow Waterbed mattress. If the customer chooses to use another waterbed conditioner supplier of the recommended waterbed mattress conditioner treatment, then original evidence of waterbed conditioner being added to the waterbed mattress must be supplied to Aquaglow Waterbeds at the date of complaint. If no evidence of the waterbed conditioner treatment is provided, then this will invalidate your Two or five year seams leak guarantee.

Specially Made/One-Off Mattresses: Carry a One-year Manufacturer’s fault guarantee.

Heater and Thermostat:

  • When Installed by Aquaglow Waterbeds: Two-year Manufacturer’s fault Guarantee (unless stated otherwise).
  • When Fitted by the Customer: One-year Guarantee (unless stated otherwise).
  • Extended Heater Guarantees (Purchased): Where extended Guarantees are purchased on waterbed heaters, you automatically get your one year statutory Guarantee. Thereafter, you receive the extra guarantee of your choice. If the heater breaks within the extended guarantee and if the problem cannot be fixed via communication (e.g., telephone calls), the customer is responsible for the postage back to Aquaglow Waterbeds in good order and well packed. The heater will be inspected by our professional technicians and either repaired or replaced once the problem has been determined. The customer is then responsible for the return postage cost back to the customer. This guarantee only covers manufacturer’s faults and does not cover any accidental damage.

5. Mattress Specifics

Stabilities & Depths:

  • Stability Guide: Where waterbed mattress stabilities are specified, they are intended as a reasonable guide. The reasonable guide starts not from the fill date but after 3 months from a Correctly Fitted and Filled, De-Aired, and Heated mattress installation date.

  • Intended Use: Waterbed mattresses are designed for the correct number of people to lay on them (e.g., King size is for Two). Any more or less people using the waterbed mattress may result in a slightly different stability time period. Any inspection/timing of water movement before 3 months, or with non- or an incorrect number of people using, will be an inaccurate assessment of a correctly or incorrectly filled waterbed mattress.

  • Correct Depth: The correctly filled Aquaglow Waterbed mattress depth is 8-9 inches deep (203-228mm). Aquaglow Waterbed mattresses are commonly known as 9-inch deep mattresses when used by 2 people for a double size bed and above. Any more or less water in an Aquaglow Waterbed mattress is an incorrect depth and may have a bearing on stability and comfort.

6. Pricing & Payment

Prices: All prices displayed include 20% VAT. Our VAT number is 428 3600 61.

Payment Methods:

  • We accept all major Debit or Credit cards registered in the U.K. It is agreed that all Debit or Credit cards used are registered to the cardholder’s address in the U.K.
  • We accept payment by BACS. You will need to telephone us on 01772 301922 for details, or see “Site and Payment Security” under “Help” above.
  • We do not accept any payments by cheque.

Postal and Freight Costs:

  • Complete Waterbeds (Mainland U.K.): At present, delivery, fitting, and filling is extra for most complete waterbeds on Mainland U.K.
  • Small Mail Order (Under 2kg): For small mail order accessories and replacement parts under 2kg, all postal/freight costs on our site are for Off Shore Islands and Northern Ireland and anywhere Mainland U.K.
  • Larger Mail Order (Over 2kg): For Larger mail order accessories and replacement parts over 2kg, all postal/freight costs on our site are for Mainland U.K.
  • Off Shore/Northern Ireland/Northern Scotland: We gladly supply to Off Shore Islands, Northern Ireland, and certain Northern Scotland customers but these orders will attract an “at cost” surcharge . If you would like to know the accurate charge first, please phone 01772 301922.

7. General Provisions

No Liability for Unavailability: Aquaglow Waterbeds accepts no liability for any loss that may arise if the goods or services advertised within this website become unavailable.

Customer Reviews: All customer reviews on this site are subject to Aquaglow Waterbeds verification before the review goes live.

Specific Details: If you need specific details (e.g., height, width, lead times, dispatch date, freight costs of accessories etc.), please phone 01772 301922.

Statutory Rights: Nothing in these terms and conditions affects your statutory rights.

8. Contact Information

Aquaglow Waterbeds Unit 454 Carr Place Walton Summit Centre Bamber Bridge PRESTON PR5 8AU ENGLAND