Terms of service
Last updated: 15th July 2026
These are the terms on which we supply products to you through hortuscollection.com. Please read them before ordering. If you have any questions, contact us at info@hortuscollection.co.uk.
1. About Us
Hortus Collection is operated by Hortus Collection Ltd, registered in England and Wales under company number 16488985.
2. How a Contract Is Formed
2.1 After you place an order, we will send you an email confirming that your order has been accepted ("Order Confirmation"). The contract between us is only formed once we send this Order Confirmation.
2.2 We will assign an order number to your order. Please quote this whenever you contact us about it.
2.3 We supply and deliver only within the United Kingdom. If you would like to order from outside the UK, please email us first to check availability.
2.4 We may decline to accept an order where: payment cannot be authorised; there has been a pricing or product description error; the product is unavailable; or we're unable to deliver to your address. If payment has already been taken, we will refund it in full within 14 days.
3. Pricing
3.1 Prices shown on our website are inclusive of VAT at the prevailing rate, except in cases of obvious error.
3.2 Prices may change at any time, but changes will not affect an order once we've sent an Order Confirmation.
3.3 If a product is mistakenly listed at an incorrect price, we will contact you before dispatch if the correct price is higher, or honour the lower price if it was a minor pricing error. We are not obliged to honour prices that are obviously and unmistakeably incorrect.
4. Payment
4.1 We accept payment by the methods shown at checkout. Payment is taken at the time of order unless otherwise agreed (for example, a deposit arrangement on made-to-order items).
5. Delivery
5.1 We aim to dispatch orders within the timeframe stated on the product page. Delivery dates are estimates and not guaranteed; we are not liable for delays caused by our couriers or suppliers.
5.2 Please inspect goods on delivery and report any damage or shortage within 24 hours to info@hortuscollection.co.uk with your order number and photos where relevant.
5.4 If you're not available to receive a scheduled delivery, we reserve the right to charge a reasonable redelivery fee.
6. Your Right to Cancel (Consumer Contracts Regulations 2013)
6.1 To cancel, email us at info@hortuscollection.co.uk with your order number. You must then return the product within 14 days, unused and in its original packaging, at your own cost unless the item is faulty or misdescribed.
6.2 We may make a reasonable deduction from your refund if the product's value has been reduced by handling beyond what's necessary to check it, as you would in a shop.
6.3 We will process refunds within 14 days of receiving the returned item (or evidence of return).
6.4 This right does not apply to products made or customised specifically for you, or once installation has begun at your request.
7. Product Descriptions
7.1 We make every effort to ensure product descriptions, specifications, and images are accurate, but colours and dimensions may vary slightly from what's shown on screen. Minor variations are not grounds for cancellation or refund.
7.2 We reserve the right to amend product specifications for future sales without notice, as part of ongoing product development.
7.3 Our heat pumps, hot tubs, and swim spas are intended for domestic, private use unless a product is explicitly listed and sold as commercial-use. We accept no liability for commercial or business use of domestic-rated products, and your right to cancel under Section 6 does not apply if you are purchasing in a business capacity.
8. Warranty and Guarantees
8.1 Products are covered by the manufacturer's warranty stated on the individual product page. Warranty terms, duration, and what's covered vary by product — please check the listing or contact us before purchase if you need specifics.
8.2 Our warranty does not cover fair wear and tear, misuse, neglect, unauthorised modification, or damage caused by incorrect installation not carried out or approved by us.
8.3 To make a warranty claim, contact info@hortuscollection.co.uk with your order number, a description of the fault, and photos where relevant. We will confirm next steps within a reasonable time.
8.4 This section is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 — including your right to a repair, replacement, or refund if a product is faulty, not as described, or not fit for purpose.
9. Our Liability
9.1 If we breach this contract, our liability is limited to the purchase price of the product.
9.2 We are not liable for indirect losses, including loss of profit or business losses, as our products are supplied for private domestic use.
10. Returns
10.1 To arrange a return, contact info@hortuscollection.co.uk with your order number.
10.2 Faulty or misdescribed items: we will cover reasonable return costs. Change-of-mind returns under Section 6: return costs are your responsibility unless otherwise stated.
10.3 Refunds are issued to the original payment method within 14 days of us receiving the returned item.
11. Your Information
11.1 We use your personal information to process your order, deliver your products, and (where you've opted in) send you marketing communications, which you can unsubscribe from at any time. See our Privacy Policy for full details.
12. General
12.1 These terms are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales, save where you have a legal right to bring a claim elsewhere.
12.2 We may update these terms from time to time to reflect changes in our business or the law. The version in force at the time you place an order will apply to that order.
12.3 If any part of these terms is found unenforceable by a court, the remaining terms continue to apply in full.
12.4 Nothing in these terms affects your statutory rights as a consumer.
Questions? Contact us at info@hortuscollection.co.uk or via hortuscollection.com/pages/contact.