Shipping policy

Shipping Policy

Last updated: 12 July 2026

This Shipping Policy explains how orders placed through Pool Chemicals Store are processed, dispatched and delivered.

Pool Chemicals Store is a trading name of:

EP SOUTHERN LIMITED
Company number: 09054826

This policy should be read together with our Terms of Service and Returns and Refunds Policy.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Contact Details

For questions about an order or delivery, contact:

Email: contact@poolchemicalsstore.co.uk
Website: poolchemicalsstore.co.uk

Business and correspondence address

EP SOUTHERN LIMITED
Unit 11
Lymington Enterprise Centre
Ampress Lane
Barton on Sea
Lymington
SO41 8LZ
United Kingdom

This is not an automatic returns address.

Do not send chemical products or other returns to this address unless we have provided written return instructions.

2. Delivery Areas

We deliver only to destinations displayed as available during checkout.

Delivery availability may depend on:

The product ordered.
The chemical classification of the product.
Package size and weight.
The delivery postcode.
Courier restrictions.
Regional, offshore or island delivery restrictions.
Temporary courier or regulatory restrictions.

Some pool and hot tub chemicals cannot be sent through ordinary postal networks or to all UK postcodes.

Delivery may be unavailable or subject to an additional charge for locations including:

Northern Ireland.
The Scottish Islands.
The Isle of Wight.
The Isle of Man.
The Channel Islands.
Offshore islands.
Remote or excluded postcode areas.

An address being located within the United Kingdom does not guarantee that every product can be delivered there.

The delivery options displayed during checkout will confirm whether we can accept and deliver your order.

We do not accept orders for destinations that are not offered during checkout.

3. Dangerous-Goods Delivery Restrictions

Some products sold by Pool Chemicals Store may be classified as dangerous goods for transport.

These products may require:

Approved packaging.
Specific hazard labels.
Quantity restrictions.
Approved couriers.
Additional documentation.
Separate parcels.
Specialist handling.

We may be unable to deliver certain chemical products through ordinary postal or standard parcel services.

We reserve the right to:

Use a different courier from the one normally used.
Split an order into separate parcels.
Limit the quantity supplied in one shipment.
Refuse delivery to an unsuitable destination.
Cancel an order where compliant transport cannot be arranged.
Contact you for additional delivery information.

If we cannot legally or safely deliver an order, we will cancel the affected product and refund the amount paid for it.

4. Order Processing

Orders are processed on working days.

For this policy, a working day means Monday to Friday, excluding public holidays in England.

Orders placed during weekends or public holidays will normally begin processing on the next working day.

Order processing may include:

Payment verification.
Fraud screening.
Stock confirmation.
Address checks.
Chemical compatibility checks.
Dangerous-goods classification.
Packaging and labelling.
Courier booking.

An order acknowledgement confirms that we have received your order. It does not necessarily confirm that the order has been accepted or dispatched.

A contract is normally formed when we send a dispatch confirmation.

5. Dispatch Times

Estimated dispatch times may be displayed on:

The product page.
The basket.
The checkout page.
The order confirmation.
The dispatch confirmation.

Dispatch estimates are not guaranteed unless we expressly confirm a guaranteed service in writing.

Orders may take longer to dispatch during:

Public holidays.
Seasonal demand.
Severe weather.
Courier disruption.
Stock shortages.
Dangerous-goods compliance checks.
Payment or address verification.
Promotional periods.
Events outside our reasonable control.

We will contact you where a material delay affects your order.

6. Delivery Times

Delivery estimates begin when the order is dispatched, not when the order is placed.

The estimated delivery period shown during checkout is an estimate unless the service is expressly described as guaranteed.

Unless another delivery period has been agreed, consumer orders will be delivered without undue delay and normally no later than 30 days after the contract is formed.

Delivery may take longer where:

The address is incomplete or incorrect.
The courier requires additional access information.
The destination is remote.
Dangerous-goods restrictions apply.
Delivery is interrupted by severe weather.
The courier network is disrupted.
The parcel requires specialist handling.
Nobody is available to receive the parcel.
Events occur outside our reasonable control.

If delivery is materially delayed, contact:

contact@poolchemicalsstore.co.uk

7. Delivery Charges

Delivery charges are calculated during checkout.

Charges may depend on:

Order value.
Total weight.
Number of parcels.
Product classification.
Delivery postcode.
Courier service.
Specialist packaging.
Dangerous-goods handling.
Remote-area surcharges.

All available delivery charges will be displayed before you submit the order.

We will not add a delivery charge after an order has been accepted unless:

You request a change to the order or delivery address.
Additional information provided by you changes the delivery requirements.
You expressly agree to the additional charge.

8. Free UK Mainland Delivery

We offer free standard delivery on eligible orders with a qualifying product value of more than £50 to eligible UK mainland addresses.

An order with a qualifying product value of exactly £50 does not qualify for free delivery.

The qualifying order value is calculated:

After discounts and promotional codes.
Before delivery charges or surcharges.
Excluding gift cards.
Excluding any other non-qualifying products or charges.

For this policy, UK mainland generally means eligible addresses in:

England.
Wales.
Mainland Scotland.

Free UK mainland delivery does not apply to:

Orders with a qualifying value of £50 or less.
Northern Ireland.
The Scottish Islands.
The Isle of Wight.
The Isle of Man.
The Channel Islands.
Offshore islands.
Remote or excluded postcode areas not accepted by our courier at the standard mainland rate.
Locations not offered during checkout.
Orders requiring a specialist delivery service or additional surcharge.

Eligibility will be confirmed during checkout after the delivery postcode has been entered.

Where an order does not qualify for free delivery, the available delivery charge will be displayed before the order is submitted.

Free delivery cannot be exchanged for cash or applied retrospectively to an order that has already been placed.

We may change or withdraw the free-delivery offer before an order is accepted. Changes will not affect orders already accepted.

9. Delivery Address

You are responsible for entering a complete and accurate delivery address.

Before submitting an order, check:

Recipient name.
House or building number.
Street name.
Town or city.
Postcode.
Business name where applicable.
Contact telephone number.
Delivery instructions.

contact@poolchemicalsstore.co.uk

We cannot guarantee that an address can be changed once the order has entered processing or has been passed to the courier.

For safety and fraud-prevention reasons, we may be unable to redirect chemical products to a different address after dispatch.

10. Business and Commercial Addresses

Orders may be delivered to business or commercial addresses where the selected courier permits this.

You are responsible for ensuring:

The business is open during the expected delivery period.
The courier can safely access the premises.
An authorised person can receive the parcel.
Reception or warehouse staff know that the delivery is expected.
Suitable handling arrangements are available for chemical products.

Delivery to reception, a warehouse, goods-in area or another authorised representative at the address will normally count as delivery.

11. Tracking Information

Where tracking is available, we will send tracking information by email or make it available through your customer account.

Tracking may not update immediately after dispatch.

Courier tracking is provided by the delivery company and may occasionally contain delayed, incomplete or incorrect scans.

A tracking estimate does not create a guaranteed delivery date unless the service was expressly sold as guaranteed.

12. Split Deliveries

We may send an order in more than one parcel where:

Products are stored at different locations.
Products require different packaging.
Chemical products cannot safely be packed together.
Different transport restrictions apply.
Part of the order is delayed.
Parcel weight or quantity limits apply.

You will not be charged additional delivery fees solely because we decide to split an accepted order.

You may receive separate tracking information for each parcel.

13. Chemical Compatibility and Separate Packaging

Certain chemicals must not be packed or transported together.

We may separate products where necessary to reduce the risk of:

Fire.
Chemical reaction.
Contamination.
Gas release.
Leakage.
Damage during transport.

Separate packaging or delivery does not mean that part of the order is missing.

Check all tracking numbers and dispatch confirmations before reporting missing products.

14. Receiving Chemical Products

When your order arrives:

Check the outer packaging before opening it.
Keep the parcel upright where indicated.
Move it to a safe and secure location.
Keep it away from children and animals.
Keep different chemicals separated.
Do not store it near heat, flames, fuel, food or drink.
Read the product label before opening or using it.
Do not use a product if the container appears damaged or is leaking.

Do not leave chemical products unattended in a shared or publicly accessible location.

15. Safe-Place Deliveries

Some couriers may allow you to select a safe place or delivery preference.

Do not choose a location that is:

Accessible to children.
Accessible to animals.
Exposed to rain or flooding.
In direct sunlight.
Near heat or ignition sources.
Near food or drink.
Near incompatible chemicals.
Open to members of the public.
Unsuitable for chemical products.

If you instruct the courier to leave an order in a nominated safe place, delivery to that location may be treated as completed, subject to applicable law and the circumstances of the delivery.

We may disable safe-place delivery for certain chemical products.

16. Delivery to a Neighbour

A courier may deliver to a neighbour where:

You have requested or authorised this.
The courier’s service permits it.
The location is considered suitable.
The product is eligible for neighbour delivery.

Some chemical products may not be eligible for delivery to a neighbour.

Where tracking states that a parcel was delivered to a neighbour, check:

The courier delivery photograph.
The address or house number shown in tracking.
Immediate neighbouring properties.
Reception or shared delivery areas.

17. Delivery Attempts

The courier may make one or more delivery attempts.

If nobody is available, the courier may:

Leave a calling card.
Send an email or text message.
Offer redelivery.
Deliver to an approved neighbour.
Deliver to an authorised safe place.
Hold the parcel at a suitable depot.
Return the parcel to us.

Not all options are available for dangerous goods.

You are responsible for following the courier’s instructions and arranging redelivery or collection within the time allowed.

18. Missed and Uncollected Deliveries

If a parcel is returned because:

Nobody was available to receive it.
You did not rearrange delivery.
You did not collect it within the courier’s deadline.
The address was incorrect or incomplete.
Access to the property was unavailable.
The recipient refused the parcel without contacting us.
The courier could not safely deliver it.

we may:

Ask you to pay a reasonable redelivery charge.
Deduct reasonable return-to-sender costs from a change-of-mind refund where permitted by law.
Cancel the order and refund the remaining eligible amount.
Decline to resend the order until delivery costs are paid.

This does not apply where delivery failed because of our error or the courier’s error.

19. Refused Deliveries

Refusing a parcel does not always automatically cancel the order.

To cancel an order, contact us clearly at:

contact@poolchemicalsstore.co.uk

If you refuse delivery because you changed your mind, reasonable return transport costs may be deducted from your refund where legally permitted.

If a parcel is visibly damaged but safe to refuse, tell the courier that it is being refused because of transit damage.

Do not refuse or move a visibly leaking or unsafe chemical parcel in a way that could create a further safety risk. Follow the courier’s safety instructions and contact us immediately.

20. Late Delivery

We may ask you to allow a reasonable additional period while we:

Check courier tracking.
Contact the courier depot.
Confirm the delivery address.
Search for missing scans.
Investigate a possible loss.

Where delivery by a specific date was essential and this was agreed with us before the contract was formed, additional statutory rights may apply if that deadline is missed.

Where no essential deadline was agreed, you may be entitled to require delivery within an appropriate additional period.

If we still fail to deliver within that additional period, you may be entitled to cancel the affected order and receive a refund.

21. Lost Parcels

A parcel is not necessarily considered lost immediately after a tracking delay.

Courier investigations may require time to review:

Depot scans.
Vehicle scans.
GPS information.
Delivery photographs.
Driver statements.
Neighbour deliveries.
Safe-place deliveries.
Address information.

If the courier confirms that a parcel has been lost, we will normally offer:

A replacement at no additional charge; or
A refund to the original payment method.

The available remedy may depend on product availability and your statutory rights.

22. Parcels Showing as Delivered

If tracking shows that an order has been delivered but you cannot locate it:

Check the delivery photograph.
Check the exact delivery location shown in tracking.
Check entrances, porches, gates and authorised safe places.
Check with household members.
Check with reception, concierge or warehouse staff.
Check immediate neighbours.
Contact us if the parcel remains missing.

We may open an investigation with the courier.

You may be asked to confirm in writing that:

The parcel has not been received.
The delivery address was correct.
You have checked the locations listed above.
You agree to assist with the courier investigation.

We will not reject a valid claim solely because courier tracking states that the parcel was delivered. Each case will be assessed using the available evidence.

23. Damaged Parcels

If a parcel arrives damaged:

Photograph the outer packaging.
Photograph the shipping label.
Photograph the internal packaging.
Photograph the affected product.
Keep all packaging until we respond.
Do not use a damaged product.
Contact us as soon as reasonably possible.

Send the information to:

contact@poolchemicalsstore.co.uk

Prompt reporting helps us investigate the matter with the courier, but it does not remove your statutory rights if you are unable to report the issue immediately.

24. Leaking or Unsafe Parcels

If a chemical product is leaking, giving off fumes, unusually hot, swollen or otherwise appears unsafe:

Do not open it.
Do not use it.
Do not touch the contents with bare skin.
Do not mix it with anything.
Keep children and animals away.
Keep it away from flames, heat and incompatible chemicals.
Ventilate the area where safe and appropriate.
Follow the safety information visible on the product or packaging.
Contact us as soon as it is safe to do so.

Where there is an immediate risk to health, fire, property or the environment, contact the appropriate emergency service.

Do not place a leaking chemical parcel into an ordinary postal network.

Do not return it through an ordinary parcel carrier.

We will provide appropriate collection, replacement, refund or disposal instructions.

25. Incorrect or Missing Products

If your order contains an incorrect product or an item is missing:

Check whether the order was sent in separate parcels.
Check all dispatch emails and tracking numbers.
Photograph the products received.
Photograph the outer packaging and shipping label.
Contact us with your order number.

Do not open or use an incorrect chemical product.

We may ask for additional information before arranging a replacement or collection.

26. Risk During Delivery

Products remain at our risk until they are delivered into the physical possession of:

You.
A person identified by you to receive them.
Another authorised recipient, subject to applicable law.

If you independently appoint a carrier that we did not offer as a delivery option, risk may pass when the products are handed to that carrier.

Damage or loss occurring before risk passes remains our responsibility, subject to the circumstances and applicable law.

27. Customer-Arranged Couriers

You must not arrange your own courier collection for chemical products without our written agreement.

Many ordinary couriers prohibit certain chemicals or require specialist dangerous-goods arrangements.

Where we agree that you may appoint your own carrier:

You are responsible for confirming that the carrier can legally transport the products.
You are responsible for the carrier’s charges.
Additional packaging or documentation requirements may apply.
Risk may pass when the products are handed to your carrier.

28. Subscription Deliveries

Subscription and recurring orders are delivered using the address and delivery method recorded when each recurring order is processed.

You are responsible for updating your:

Delivery address.
Contact information.
Payment information.
Delivery instructions.

Changes must be made before the next order is processed.

We may be unable to redirect or cancel a subscription order after it has entered processing or has been dispatched.

Delivery charges and eligibility may change if:

Your address changes.
Courier prices change.
Dangerous-goods restrictions change.
The order value changes.
The free-delivery threshold changes.

Where a material subscription delivery charge changes, we will provide notice where required.

29. Changes to Orders After Dispatch

We cannot guarantee that we can:

Change the delivery address.
Change the delivery date.
Add delivery instructions.
Stop the parcel.
Recall the parcel.
Change the courier service.

Some couriers allow customers to manage delivery preferences through their tracking system.

Any changes made directly with the courier are subject to the courier’s terms and may affect how or where the parcel is delivered.

30. Events Outside Our Reasonable Control

Delivery may be affected by events outside our reasonable control, including:

Severe weather.
Flooding.
Fire.
Road closures.
Traffic disruption.
Courier network failure.
Industrial action.
Fuel shortages.
Public emergencies.
War or civil disturbance.
Government restrictions.
Changes in dangerous-goods regulations.
Supply-chain disruption.
Widespread power or telecommunications failure.

We will take reasonable steps to reduce the effect of the delay and contact affected customers where appropriate.

Your statutory rights relating to delayed or failed delivery remain unaffected.

31. Business Customers

Business customers are responsible for ensuring that:

The delivery location is suitable for chemical products.
Trained staff are available to accept the delivery.
Appropriate storage is available.
Goods-in staff are informed about the shipment.
Any workplace chemical procedures are followed.
Delivery quantities comply with site rules.
Access is available for the courier.

Business customers should report visible shortages or damage as soon as reasonably possible so that a courier investigation can begin.

Nothing in this section limits rights or liabilities that cannot legally be excluded.

32. Returns

This Shipping Policy does not replace our Returns and Refunds Policy.

To cancel an order, request a return or report a faulty product, contact:

contact@poolchemicalsstore.co.uk

Chemical products must not be returned until we have provided written transport instructions.

The business address shown in this policy is not an automatic returns address.

Unauthorised chemical returns may be refused where accepting or transporting them would be unsafe or unlawful.

33. Changes to This Policy

We may update this Shipping Policy to reflect changes to:

Delivery services.
Courier availability.
Dangerous-goods requirements.
Delivery areas.
Delivery charges.
Our operations.
Applicable law.

The policy applying to an order will normally be the version published when the order was placed.

Changes will not remove statutory rights relating to an existing order.

34. Shipping Enquiries

For delivery enquiries, contact:

Pool Chemicals Store
A trading name of EP SOUTHERN LIMITED
Company number: 09054826

Email: contact@poolchemicalsstore.co.uk

Business and correspondence address

Unit 11
Lymington Enterprise Centre
Ampress Lane
Barton on Sea
Lymington
SO41 8LZ
United Kingdom

Please include:

Your full name.
Order number.
Delivery postcode.
Description of the issue.
Photographs where relevant.

Do not send returns to this address without written authorisation.

Free delivery

Orders Over £50

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