Faqs

Cover lifters

Cover lifters are a helpful accessory which assist with getting the cover on and off your spa. We highly recommend adding a cover lifter with your spa as it allows you to lift the cover with ease. It also keeps your cover off the ground which protects it from rips and tears. A cover lifter will however require a certain amount of clearance to operate. Please check and confirm with one of our sales representatives which cover lifter is suitable for your spa. Our team can fit this along with any other accessories on the day of installation

Steps

If required, your steps should sit on a level surface as close as possible to the cabinet to ensure safe access to your spa. Steps are usually placed on the ‘front side’ of the hot tub but can be placed any side. Please be mindful you will need enough space to site the steps next to your chosen side.

We will supply two men to deliver site and commission your spa. If you think the spa will have to be removed from the trolley/dolly for any reason (e.g. to overcome a step, go through a narrow alleyway) then please speak to one of our engineers as you may need to arrange extra labour to assist. If you have any concerns, please call us to discuss these with one of our team.

Your spa will also need to be positioned so that the internal components of the spa are easily accessible. We recommend that there is access from all four sides, however the most important access point is under the topside control where the electrical components and equipment are located. If you choose to install a spa with limited access, then we cannot be liable for costs to gain access to the spa for repairs or service.

Please make a careful note of the spa measurements and check we will have enough room to site the spa. The dimensions and dimension diagram are shown below for your convenience.

The trolley will need a gap of at least 875mm, as shown in the diagram.  The height clearance will depend on the spa model purchased. We ask for some clear instructions prior to delivery and sometimes photos to ensure that access isn’t an issue, and we can provide a smooth delivery. If you are unsure whether it is possible to get a spa into your garden with your current access, we can provide a site survey. Please contact one of our team on 01302 730295 to enquire about our site survey.

Please consider the following points below:

• • Are doors, gateways or alleyways large enough?
  • Does the spa have to be taken over a lawn or gravel? We do have boards available, let us know if we need them with us.
  • Have you taken into account obstructions such as drainpipes, shelves, guttering, taps etc.? Make sure these are taken down prior to delivery.
  • Is there enough room for turning the spa in tight corners?
  • Are there any steep slopes or walls? We can manage small slopes/walls if extra labour is on site to help take the spa off the trolley and manoeuvre into position. However, for larger walls and steep slopes then a hiab or crane may be required.

The spa will be delivered on a trailer approximately 4.0m long by 2.3m wide. Please ensure that there is adequate access for this vehicle to reach your house/driveway. If our company is to provide siting, installation and commissioning, the spa will be sited using a trolley (as shown below). The spa will be mounted sideways onto the trolley, so the depth of the spa will become the width, and the width will become the height.

Finance option availability and the required deposit is subject to the specific Artesian model being purchased – please contact or ask in showroom for more details. Credit is subject to status and affordability. Terms and conditions apply. Credit is provided by Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC, authorised and regulated by the Financial Conduct Authority. Financial Services Register no. 704348. The register can be accessed through http://www.fca.org.uk

* While stocks last, selected hot tub models and T&C’s apply.

Yes. We acknowledge that circumstances change and just because a previous application has been refused, it does not mean that a further request will automatically be turned down. We do suggest however, that you leave at least 6 months between applications.

Send a request to the relevant credit reference agency, together with details of all addresses at which you have lived over the last 6 years:

Experian Limited, Customer Support Centre, PO Box 9000, Nottingham, NG80 7WF

Equifax Ltd., Customer Service Centre, PO Box 10036, Leicester, LE3 4FS

TransUnion International UK Limited, Consumer Services, PO Box 491, Leeds, LS3 1WZ

The above listed agencies will provide details of information relating to these addresses. If you believe that the information is incorrect, you can ask the agency to correct it.

Credit reference agencies hold a mix of information from different sources. Public information like County Court Judgements, electrical roll and bankruptcies. Other lenders may also file information about accounts you hold with them, your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken will also be filed, although the result of this request is not recorded.

In addition to credit scoring, Novuna® Personal Finance also takes into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though Novuna is unable to provide you with a main reason for declining your application, it is usually based on one, or a combination of the following:

• • Your credit score (please note that every finance company will score you differently)
  • Adverse credit reference agency information
  • You are considered to be overcommitted
  • You are aged under 18
  • Your existing account performance with other lenders

In order to safeguard against fraudulent applications, we regret that we’re able only to deliver goods to the home address of the applicant.

Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies.

This information allows consistent decisions to be provided, ensuring all applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

To apply for online finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 12 months or more. Novuna ® Personal Finance are unable to offer online finance to residents outside of the United Kingdom. Homemakers are welcome to apply or finance under their own name, but the employment details of their spouse /partner will be required to process the finance application.

Your monthly repayments will start 1 month after your hot tub or swim spa has been installed or delivered.

For countdown product agreements monthly repayments will start after your deferral period ends.

Water is constantly cloudy or foamy.

shower before you get in the spa, also after using antifoam or clarifier wash the filter off within 24 hours of using it.

P1 constantly running.

filter settings. Press warm then jet1, use up and down to change the filter settings then press jets1 again to save and switch the spa on and off for the new settings to take effect immediately.

Can you get into the spa after adding chemicals or have to wait a few hours until you can.

We recommend allowing 15 minutes after dosing the hot tub before jumping in. This will allow the chemicals to dissolve into the water.

How often should the spa water be tested?

We highly recommend testing your spa water every day or at least every other day. Getting into the habit of testing your spa water regularly will help notice any imbalance of chemicals , this then also vents your spa, allowing the highly corrosive chlorine gas to escape.

One or more of my jets does not seem to be working.

Each jet can be individually turned on or off, rotate the jet anti-clockwise for on, clockwise for off.

My jets are stiff.

This is most likely to be due to a build-up of limescale on the back on the jet(s).

If you’ve always wanted to own a hot tub but don’t want the hassle of having to hire an electrician and add wiring, our plug and play hot tubs are the perfect solution.  A plug and play hot tub is capable of running from a standard household 13amp socket, so you can literally ‘plug’ it in anywhere you have an outlet with no electrician fees. Give us a call to discuss if a ‘Plug & Play’ model is the right one for you.

Your spa water can be discoloured or green due to several factors, mostly resulting from an imbalance of chemicals. Algae can also be a cause of why the water in your hot tub is green, but that is normally not the reason.

The most common reasons as to why your hot tub water is green are:

Algae

Low chlorine/bromine levels

Low pH

Draining and refilling your hot tub is an important aspect of hot tub maintenance. Generally most tubs will need to be drained every 3-4months.

Now that you know how often you should change the water in your hot tub, let’s talk about the warning signs that it’s time to actually change the water:

Smelly water – If you open up your hot tub and it doesn’t have a fresh water smell, this is a clear sign it’s time to drain and replace.

Cloudy water – If you notice cloudy hot tub water and any type of cleaning just won’t clear it up, it’s telling you it’s time to change out the water.

Foamy water – If the water seems to be foaming up and you can’t get it to go away, well, it’s time you get rid of the old water and replace it with fresh water.

Biofilm is a group of bacteria and micro-organisms that attach themselves to plumbing and pipework surfaces. Unfortunately, chlorine alone will not get rid of Biofilm. To remove the biofilm within the pumps, we recommend using a product called DryOx. Biofilm can harbour harmful bacteria like Legionella (Legionnaire’s Disease) and E-Coli. It forms naturally under moist conditions but thrives in dark, warm (>30°C), water rich environments. If the surface that biofilm is on dries out it will not die but rather it will go into a dormant state, reactivating once it comes in contact with water again.

Every so often after a spa is drained and refilled you may experience what is called an “air lock”. An air lock is caused by bubbles of air that are trapped in the pump wet end. You will hear the pump running but there will be no water movement from the jets operated by this pump. Read our blog on how to fix an air lock (link).

If it’s your first time getting your hot tub up and running then you should know that it does take a bit of time for your hot tub’s water to heat up initially. How quickly it will heat depends largely on a few factors:

1. 1. The ambient temperature outside
   2. Size of your Heater
   3. Size of your hot tub
   4. Whether the Hot tub cover on/off
   5. Insulation

Depending on the size of your hot tub and the efficiency of your spa heater, you can generally raise the temperature about 1 or 2 degrees per hour. So, if the water coming out of your garden hose is at 8º C, then you can see how slow the process can be. In fact, it can take up to 24 hours before your average-size hot tub is hot enough for use. For example for a 1400 litre Hot Tub with a 2kW heater, with summer temperature mains water should take about 16 hours. Bigger spas, different heaters and winter mains water will all have longer or shorter heating times.

If your hot tub isn’t heating, call one of our trained technicians on 01302 730295

Take a look at our installation guide here which covers everything from access/entry points to full commissioning of your spa.

Our trained technicians will take care of your delivery and install but there are a couple of things you need to do before your hot tub or swim spa is delivered.

First things first is the base. Your spa needs a solid, level base to allow the even distribution of the weight of your tub and the people using it. Concrete, slabs or decking will be suitable. We do not recommend placing your hot tub on grass or soil as the hot tub will sink. We recommend asking a qualified contractor to help you build a suitable base.

Next up is your electrical supply. You will need a qualified electrician to install a 32AMP supply (or 13AMP for our plug and play models), using armoured cable. Your electrician will be able to advice on the thickness and length required for your tub. An extra 4 metres should be left loose so that our technicians can wire the cable into the hot tub during installation.

Lastly, you’ll need a suitable plumbing supply. Hot tubs are fully portable units and are NOT plumbed in. You will need to be within a hose distance of a water supply to fill the hot tub up. But that’s it, no pipes or permanent water supplies are necessary.

Your spa will need to be drained every 3-4 months by the drain valve located on your hot tub to which a hose can be attach. Alternatively, you can drain the spa using a submersible pump (this only take approximately 15minutes).

Please also bear in mind there will be an overflow of water, especially if the spa is overloaded with people or if kids are splashing about.

There must be an appropriate water supply at the property to fill the spa (this is usually an outside tap), along with an adequate length of hosepipe to reach and fill the spa with.

Your hot tub requires a sturdy, reinforced foundation to sit on. This needs to be a flat, level surface that supports the entire weight of the spa, water, and people using it. The ideal surface is a concrete base, decking or level patio slabs. PleaseNote: A hot tub cannot be placed on grass, gravel, or uneven surfaces. This may void your warranty.

The spa will be delivered on a trailer approximately 4.0m long by 2.3m wide. Please ensure that there is adequate access for this vehicle to reach your house/driveway. If our company is to provide siting, installation and commissioning, the spa will be sited using a trolley (as shown below). The spa will be mounted sideways onto the trolley, so the depth of the spa will become the width, and the width will become the height.

Your spa will require an appropriate electrical supply (13, 20, 32 amp etc.) depending upon the specification of the spa (please check). We cannot provide the electrical installation as we are not licensed electricians, but we may have recommendations in your area. Please discuss your electrical requirements with your sales representative.

Your electrics must be protected by means of a residual current device (RCD), which should ideally be fitted inside your house. Any buried or exposed cable should be armoured or protected by suitable means and should terminate at the site of the spa (allowing approximately an extra 5 metres of cable to the spa control box). Our trained technicians then hard wire your cable to the control pack.

It is recommended you run the cable through an isolation switch, this must be waterproof and sited at least 2 metres away from the spa. Please note that the RCD or isolation switch must never be fitted inside the spa cabinet. We recommend that any work should be carried out by a qualified electrician in accordance with IEE regulations.

Your hot tub requires a sturdy, reinforced foundation to sit on. This needs to be a flat, level surface that supports the entire weight of the spa, water, and people using it. The ideal surface is a concrete base, decking or level patio slabs. Please Note: A hot tub cannot be placed on grass, gravel, or uneven surfaces. This may void your warranty.