TERMS AND CONDITIONS OF SALE AND DELIVERY
Setting expectations
1. About Us
These Terms and Conditions apply to goods and services supplied by:
Baltoscandia Limited
Thornhome House
Yieldshields
Carluke
South Lanarkshire
Scotland
ML8 4QD
Registered in Scotland | Company No. SC908576
Email: hello@baltoscandia.co.uk
Website: www.baltoscandia.co.uk
In these Terms, "Baltoscandia", "we", "us" and "our" mean Baltoscandia Limited.
"Customer", "you" and "your" mean the person or business purchasing goods or services from us.
2. Application of These Terms
2.1 These Terms apply to orders placed through our website, by telephone, email, quotation, invoice, payment link or other agreed method.
2.2 Please read these Terms carefully before placing an order or making payment.
2.3 Where you purchase as a consumer, nothing in these Terms is intended to exclude, restrict or otherwise affect your statutory rights.
2.4 If you purchase predominantly for business, trade or professional purposes, certain consumer rights referred to in these Terms may not apply.
3. Our Products
3.1 Baltoscandia specialises in outdoor wellness and leisure products, including saunas, hot tubs, ice baths, heaters, accessories and related products and services.
3.2 Product photographs, illustrations, renders, measurements and descriptions are provided to help customers understand the products offered.
3.3 Natural materials such as timber can vary in colour, grain, knots, texture and appearance. Such natural variations are not necessarily defects.
3.4 Customers are responsible for checking the dimensions, specifications, options, colours, heater specifications and other details contained within their quotation or order confirmation before approving their order.
3.5 Where a product is manufactured or configured according to a customer's choices or specifications, those specifications will form part of the contract.
4. Quotations and Formation of Contract
4.1 A quotation issued by Baltoscandia does not constitute acceptance of an order unless expressly stated otherwise.
4.2 Before making payment, the Customer should check that the quotation or order accurately records the products, quantities, specifications, delivery address and additional services required.
4.3 A contract is formed when we accept the Customer's order and provide confirmation, or otherwise clearly accept the order.
4.4 Payment does not remove or reduce any statutory rights that apply to a consumer transaction.
5. Prices
5.1 Prices will be those shown in the relevant quotation, invoice, order confirmation or website checkout.
5.2 Applicable delivery or additional charges will be identified before the Customer becomes bound by the contract where required.
6. Payment
6.1 Payment may be accepted through the payment methods made available by Baltoscandia, including card payment, bank transfer or another payment method agreed by us.
6.2 The payment schedule applicable to an order will be specified in the quotation, invoice or order confirmation.
6.3 Where a deposit or staged payment arrangement has been agreed, subsequent payments must be made according to that agreed schedule.
6.4 Goods remain subject to our rights regarding ownership until the amounts properly due under the contract have been paid, subject always to applicable law.
7. Card Payments and Payment Disputes
7.1 Customers paying by credit or debit card confirm that they are authorised to use the payment method provided.
7.2 Customers should contact Baltoscandia promptly at hello@baltoscandia.co.uk if they believe a payment has been taken incorrectly or if they have an issue concerning an order.
7.3 We will retain appropriate transactional records relating to orders, which may include quotations, invoices, order confirmations, specifications, correspondence, payment records, dispatch information and proof of delivery.
7.4 Nothing in these Terms prevents a Customer from exercising any right available through their card issuer, payment provider or applicable law.
8. Made-to-Order, Personalised and Custom Products
8.1 Some Baltoscandia products may be manufactured, personalised, adapted or configured specifically according to a Customer's requirements.
8.2 A Customer will be informed where their order is being treated as a personalised, custom-made or bespoke product where appropriate.
8.3 Where the statutory exception for goods made to the consumer's specifications or clearly personalised applies, the usual cancellation right applicable to distance sales may not apply.
8.4 This does not remove a consumer's statutory rights where, for example, goods are faulty or not as described.
9. Consumer Cancellation Rights
9.1 Where a statutory right to cancel applies to a distance contract, the Customer may exercise that right within the applicable statutory cancellation period.
9.2 For ordinary goods contracts covered by the Consumer Contracts Regulations, the statutory cancellation period generally ends 14 days after the day the goods come into the physical possession of the consumer or another person identified by them, other than the carrier. [legislation.gov.uk]
9.3 To cancel, the Customer should notify us clearly of their decision to cancel by contacting: hello@baltoscandia.co.uk
or writing to:
Baltoscandia Limited
Thornhome House
Yieldshields
Carluke
South Lanarkshire
Scotland, UK
ML8 4QD
9.4 Where a valid cancellation applies and goods have already been received, arrangements must be made for their return.
9.5 Statutory exceptions to cancellation rights apply to certain products, including qualifying personalised and custom-made goods. [gov.uk]
9.6 Nothing in this section affects a Customer's statutory rights concerning faulty, misdescribed or otherwise non-conforming goods.
10. Changes to Custom Orders
10.1 Customers should carefully check specifications before confirming a custom or made-to-order product.
10.2 If a Customer subsequently requests a change, we will advise whether that change remains possible.
10.3 Changes may result in additional costs or adjustments to anticipated delivery times.
10.4 We are not obliged to accept a requested change after manufacturing, procurement or other work relating to the customised element has commenced where the change cannot reasonably be accommodated.
11. Delivery
11.1 The anticipated delivery arrangements will be provided with the order, quotation or subsequent delivery communication.
11.2 Any delivery estimate is an estimate unless we have expressly agreed a guaranteed delivery date.
11.3 Customers must provide a complete and accurate delivery address and advise us of relevant access restrictions.
11.4 Larger products may be delivered using specialist or palletised freight.
11.5 Unless otherwise agreed, delivery of large goods is to an accessible unloading location at or reasonably close to the delivery address, subject to the carrier being able to access that location safely.
11.6 The Customer must advise us before delivery of relevant restrictions including narrow roads, restricted access, weight restrictions, steep gradients, low bridges, locked gates or other circumstances that could materially affect delivery.
12. Delivery Inspection and Damage
12.1 Customers should inspect packaging and goods as soon as reasonably practicable following delivery.
12.2 Where visible transport damage is identified, the Customer should record it with the carrier where possible and contact Baltoscandia promptly.
12.3 Photographs of the packaging, product and damage should be retained where possible.
12.4 Customers should notify us promptly if products or components appear to be missing.
12.5 Prompt notification assists us in investigating damage with manufacturers and carriers.
12.6 Failure to report damage within a particular period does not remove statutory consumer rights where those rights otherwise apply.
13. Failed or Refused Delivery
13.1 Customers must make reasonable arrangements to receive their order at the agreed delivery location.
13.2 If delivery cannot reasonably be completed because information supplied by the Customer was inaccurate, access had not been disclosed, or no authorised person was available where attendance was required, we may seek to recover reasonable additional costs actually incurred as permitted by law.
13.3 Refusing or failing to accept delivery does not by itself amount to exercising a statutory cancellation right.
14. Installation and Site Preparation
14.1 Unless installation is expressly included in the quotation or order confirmation, the Customer is responsible for installation and site preparation.
14.2 The Customer is responsible for ensuring that the proposed site is suitable for the product.
14.3 Foundations, bases, electrical supplies, drainage, plumbing, access and other site works must meet the requirements applicable to the product and any applicable law or professional requirements.
14.4 Electrical work must be undertaken by an appropriately qualified person where required.
14.5 Customers must follow product installation, operation and maintenance instructions.
14.6 Where installation services are supplied by Baltoscandia, any statutory rights relating to services remain unaffected.
15. Electrical Heaters and Equipment
15.1 Electrical requirements vary between products and models.
15.2 Customers are responsible for ensuring that the proposed electrical installation is suitable for the equipment ordered.
15.3 Electrical equipment must be connected and commissioned in accordance with applicable requirements and the manufacturer's instructions.
15.4 Baltoscandia should be contacted before installation if there is uncertainty regarding the heater or equipment specification supplied.
16. Wood-Burning Products
16.1 The Customer is responsible for determining whether the installation and use of a wood-burning product is lawful and appropriate at their property.
16.2 Customers should consider applicable planning, building, environmental, chimney/flue, smoke-control and fire-safety requirements before installation.
16.3 Where professional installation or advice is required, it is the Customer's responsibility to obtain it.
17. Hot Tubs and Ice Baths
17.1 Customers are responsible for providing an appropriate base, drainage, water supply and other necessary services unless expressly included in our agreement.
17.2 Products must be operated and maintained according to the relevant manufacturer's instructions.
17.3 The Customer is responsible for appropriate routine water management and maintenance after handover unless an ongoing maintenance service has expressly been purchased.
18. Product Care and Natural Timber
18.1 Timber is a natural material.
18.2 Variations in grain, knots, colour and appearance are natural characteristics.
18.3 Exposure to weather and environmental conditions can alter the appearance and condition of timber over time.
18.4 Customers must follow the care, ventilation, treatment and maintenance instructions supplied with their product.
18.5 Normal characteristics of natural materials should not automatically be treated as manufacturing defects.
19. Faulty Goods and Consumer Rights
19.1 Nothing in these Terms limits any statutory rights available to consumers.
19.2 Goods supplied to consumers are subject to the protections provided by applicable consumer law.
19.3 If you believe a product is faulty, please contact: hello@baltoscandia.co.uk and provide your order or invoice number together with a description and, where useful, photographs or video showing the problem.
19.4 We may reasonably request information necessary to identify and assess the reported issue.
19.5 Depending on the circumstances and applicable statutory rights, remedies may include repair, replacement, price reduction or refund/rejection rights.
20. Manufacturer and Commercial Warranties
20.1 Certain products or components may benefit from an additional manufacturer or commercial warranty.
20.2 Details applicable to a particular product will be supplied or made available where relevant.
20.3 Any additional warranty is separate from, and does not replace or reduce, statutory consumer rights.
20.4 Warranty claims may require reasonable evidence establishing the product, purchase and reported fault.
21. Misuse, Incorrect Installation and Maintenance
Any additional manufacturer/commercial warranty may be subject to conditions regarding appropriate installation, use and maintenance.
Examples that may fall outside a commercial warranty, depending upon its particular terms, include damage caused by:
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misuse or neglect;
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failure to follow manufacturer's instructions;
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unauthorised modification;
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unsuitable site preparation;
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incorrect installation;
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inappropriate electrical supply;
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failure to perform required maintenance; or
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external events unrelated to a manufacturing fault.
This section does not restrict statutory rights where they apply.
22. Returns
22.1 Before returning a product, please contact Baltoscandia so that appropriate arrangements can be discussed.
22.2 Where the Customer exercises a statutory cancellation right, returns and refunds will be dealt with in accordance with applicable consumer legislation.
22.3 Customers must take reasonable care of goods while they are responsible for them.
22.4 GOV.UK states that consumers cancelling qualifying online orders have another 14 days to return an item after notifying the seller of cancellation. [gov.uk]
22.5 Return arrangements for faulty goods will be handled according to the Customer's applicable statutory rights.
23. Refunds
23.1 Refunds will be issued where required under applicable law or where otherwise agreed by Baltoscandia.
23.2 Where cancellation rights apply, refunds will be processed within the statutory requirements applicable to that cancellation.
23.3 GOV.UK states that for qualifying distance-sale cancellations, the customer must be refunded within 14 days of the goods being received back. [gov.uk]
23.4 Where the original payment was made by card or another payment provider, we may return the payment using the appropriate original payment channel where applicable.
24. Customer Communications and Records
24.1 Customers are responsible for ensuring that the email address, telephone number, billing details and delivery information supplied to us are accurate.
24.2 We may communicate with Customers concerning quotations, payments, production, delivery, installation, warranty matters and other issues relevant to fulfilling the contract.
24.3 Customers should retain their order confirmations, invoices and relevant correspondence.
25. Personal Information
25.1 Personal information will be processed in accordance with our applicable Privacy Policy and data-protection obligations.
25.2 Information may be processed where necessary to administer orders, payments, deliveries, customer service and other legitimate aspects of the transaction.
25.3 Information may need to be shared with service providers involved in fulfilling an order, such as payment processors, suppliers and delivery providers, subject to applicable data-protection requirements.
26. Circumstances Outside Our Reasonable Control
26.1 We will not be responsible for a failure or delay caused by circumstances outside our reasonable control to the extent permitted by law.
26.2 Where such circumstances materially affect an order, we will communicate with the Customer and take reasonable steps appropriate to the circumstances.
26.3 Nothing in this section affects rights that cannot lawfully be excluded.
27. Liability
27.1 Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
27.2 Nothing in these Terms excludes statutory rights applicable to consumers.
27.3 We are not seeking through these Terms to exclude responsibility for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or another liability that cannot legally be excluded or restricted.
27.4 Customers remain responsible for using, installing and maintaining products in accordance with applicable instructions and legal requirements.
28. Business Customers
Where the Customer enters into the contract wholly or mainly for business, commercial, trade or professional purposes, consumer-specific protections referred to in these Terms may not apply.
Any separately agreed commercial quotation or written contract may contain additional terms applicable to that transaction.
29. Complaints and Resolving Problems
If a Customer is dissatisfied with their product or our service, they should contact us first at:
hello@baltoscandia.co.uk. Please provide the order or invoice number and sufficient information for us to investigate the matter. We will endeavour to investigate complaints fairly and seek an appropriate resolution.
30. Governing Law
The governing law and court provisions applicable to a contract will be determined in accordance with applicable UK law, including any mandatory rights available to consumers in their jurisdiction.
31. Changes to These Terms
31.1 We may update these Terms from time to time.
31.2 The Terms applicable to an individual order will normally be those accepted in connection with that transaction, unless a subsequent change is agreed or required by law.
32. Contact Details
Baltoscandia Limited
Thornhome House
Yieldshields
Carluke
South Lanarkshire
Scotland
ML8 4QD
Email: accounts@baltoscandia.co.uk
Website: www.baltoscandia.co.uk
Telephone: 01555 729607
Company number: SC908576