Due to unforeseen technical difficulties any emails sent between 18-24th Feb might not have been received by our Customer Care team.

If you emailed our Customer Care team between 18-24th Feb and are still awaiting a response unfortunately they might not have received it. We recommend re-sending that email or contact the team through the page below. We apologise for this and any inconvenience caused.


Product Support

Heater Error Codes


E1

An E01 error code is visible if there is an issue with the water flow sensors in the pool heater.

Step 1 – Check that the heater pump is set up correctly

Hose from ‘A’ to the pool heater

The arrow on the heater is facing the filter pump

Hose goes from heater into filter pump

Hose from filter pump goes into ‘B’

Step 2 – Check the filter pump

We recommend checking the filter pump troubleshooting here.

If the above steps do not fix the problem the water sensor on the heater may have broken. Please contact our Customer Care team for further support on this.



E2

This error code is visible if there is an issue with the temperature of the water. This code will show if the water or ambient air temperature drops below 4°c.

These pool heaters are not designed to operate below 4°c. We recommend you disconnect/ unplug the pool heater and place it in a warm environment to allow the internal parts to warm up. Once warm, place the heater back on the pool ensuring the water is above 6°c.



E3

This error code is visible if there is an issue with the temperature of the water. This will show if the water or ambient air temperature reaches above 50°c.

The heater is not designed to operate in temperatures above 50°c. Please disconnect the pump, place it in a cool environment out of direct sunlight to allow the internal parts to cool down. Once cool, place the heater back on the pool ensuring the water is below 38°c.



E4

This error code is visible if there is an issue with the water flow sensors in the pool heater.

As this error code is visible once there is an issue with the internal parts you will need to contact us below. Please do not attempt to open up the pool heater and resolve this issue.



E5

This error code is visible if there is an issue with the thermal cut-out on the pool heater and this requires to be reset.

To do so push the reset button on the pool heater. If the alarm is still visible button section on the pool heater manual. If this does not resolve the issue please contact our Customer Care team below.



E6

This error code is visible if there is an issue with the fuse within the pool heater. Please do not attempt to open up the pool heater, change the fuse or aim to resolve the issue. Please contact us below for more advice from a member of our Customer Care team.



No power

This is normally caused by an electrical issue. Please ensure that your pool heater is plugged directly into a mains socket and not into an extension lead.

If plugged into a mains socket check the socket with other items to ensure the problem is not with the socket itself.



Water Flow issues

If you are experiencing water flow issues we recommend checking the water flow troubleshooting for your pool filter pump here.



Not heating

Step 1 – Check the filter pump

A problem that can cause this is an incorrect filter pump. We recommend checking the filter pump size and that it is connected properly.

Step 2 – Check pool and heater compatibility

The heater may be too small for the pool. Compatibility information can be found in the product manual.



Heater light not working

Step 1 – Check power supply

Ensure no extension leads are being used to power the heater.

Step 2 – check for a problem with the filter pump

We recommend checking the flow through the filter pump first to see if this is causing the problem.



Leaking water

Check the hose connections. Ensure that the O-ring is correctly and securely in place.


If the above troubleshooting steps do not resolve the issue please contact our Customer Care team below.


No power

Normally this is caused by an electrical issue. Please ensure that the filter pump is plugged directly into the mains socket and not an extension lead. Please check the socket with other items to ensure this is not an issue with the socket itself.



Water flow issues

Step 1 – Check control valve

Make sure the control valve is set to correct position.

Step 2 – Check for any blockages

We recommend following this checklist to check for any blockages which may be affecting the water flow through the pump.

Check the debris screens are clean and unblocked

Check the pipes are clean and unblocked

Check hose clamps are attached correctly and are not restricting the water flow

Make sure the stopper plugs have been removed from the pool

Make sure the strainer is clear from debris



Pressure is too high

Normally this is caused when the item is not regularly cleaned or maintained. Back flush the unit and replace the sand.

How to back flush:

  • Turn power off (important, should not run the pump dry, will cause damage to pump)
  • Close Port A using cap (switch from Port D to Port A basically)
  • Attach hose to Port D
  • Put the control valve to backwash position (<< symbol)
  • Turn pump on until water turns clear (or around 3-5 mins)
  • Turn pump off once water turns clear
  • Remove old sand and refill, or rinse existing sand (water droplet symbol – rinse for 1 min)
  • Once complete, remove cap from Port A and apply to Port D



Control valve is leaking

Step 1 – Has the control valve been set between 2 different functions

If this is the case please set the control valve to just 1 function only.

Step 2 – Check if the gasket is broken.



Connections are leaking

Step 1 – Check if hoses are out of place.

If this is the case please realign any out of place hoses.

Step 2 – Are the adapters attached correctly?

We recommend to check the adapters are securely fastened.

Step 3 – Are the couplings out of place?

Check the positioning and if they are out of place realign couplings.



Casing is leaking

If the pump casing is leaking this means that the seals are either broken or out of place. Check and realign the seals.



Pool water is dirty

If the pool water is dirty this could be due to blockages stopping the pump from working correctly. We recommend checking the following to resolve this:

Step 1 – Check debris screens are clean and unblocked.

Step 2 – Check running time of pump and increase running time if necessary.

Step 3 – Check your chemical usage.

If you need further chemical advice we recommend using our helpful chemical guide here.



Sand in pool

We recommend completing the following steps to diagnose and resolve the issue causing sand to appear in your pool.

Step 1 – Is the sand being used too small?

The recommended is 0.45mm to 0.85mm #20 Silica Sand.

Step 2 – Move the control valve and perform the back flush to the filter function without stopping the sand filter

Turn off power to the Sand Filter (on/off switch on the pump) as changing the setting whilst running can cause damage to the pump; each setting will control the water flow differently.

Step 3 – Is the skimmer broken?

If this is the case we recommend replacing the skimmer.

Step 4 – Check if the level of the sand is too high

Check the level of the sand is between min and max lines

Step 5 – Has a back flush and rising been performed?

If not, perform the back flush and rinsing procedure. This is especially important to do when the sand is new.

How to back flush:

  • Turn power off (important, should not run the pump dry, will cause damage to pump)
  • Close Port A using cap (switch from Port D to Port A basically)
  • Attach hose to Port D
  • Put the control valve to backwash position (<< symbol)
  • Turn pump on until water turns clear (or around 3-5 mins)
  • Turn pump off once water turns clear
  • Remove old sand and refill, or rinse existing sand (water droplet symbol – rinse for 1 min)
  • Once complete, remove cap from Port A and apply to Port D



Excessive filter pressure

Step 1 – Is the filter dirty?

If this is the case please perform back wash and rising procedure.

How to back flush:

  • Turn power off (important, should not run the pump dry, will cause damage to pump)
  • Close Port A using cap (switch from Port D to Port A basically)
  • Attach hose to Port D
  • Put the control valve to backwash position (<< symbol)
  • Turn pump on until water turns clear (or around 3-5 mins)
  • Turn pump off once water turns clear
  • Remove old sand and refill, or rinse existing sand (water droplet symbol – rinse for 1 min)
  • Once complete, remove cap from Port A and apply to Port D

Step 2 – Has the sand bed calcified?

This is rare to happen as long as you are regularly rinsing the sand/backwashing the pump. It means that the sand clumps together and forms hard rocks so it can’t be filtered correctly. We recommend inspecting the sand and change if required.

Step 3 – Insufficient backwash

If after 3-5 minutes after the backwash procedure the water is still not running clear, repeat the process again. If you are struggling to get the water to run clear we recommend changing the sand all together.

Step 4 – Check if the pressure gauge is broken.



Control valve is blocked

Step 1 – Check if the washer is in the correct place on the connectors

If they are in the incorrect place amend this so they are. Check if this resolved the problem.

Step 2 – Check if the hoses are loose

If they are we recommend tightening up the hoses and check if this resolved the issue.



Warning sign is bleeping

Step 1 – Is the filter dirty?

If it is we recommend completing the back flush procedure.

How to back flush:

  • Turn power off (important, should not run the pump dry, will cause damage to pump)
  • Close Port A using cap (switch from Port D to Port A basically)
  • Attach hose to Port D
  • Put the control valve to backwash position (<< symbol)
  • Turn pump on until water turns clear (or around 3-5 mins)
  • Turn pump off once water turns clear
  • Remove old sand and refill, or rinse existing sand (water droplet symbol – rinse for 1 min)
  • Once complete, remove cap from Port A and apply to Port D

Step 2 – Check if the control valve is set to filter function

The control valve will need to be set to the filter function to stop the warning sign bleeping.

Step 3 – Check if the hoses are broken

Step 4 – Is there a water flow?

Go through this checklist guide:

  • Stopper plugs removed
  • Control valve set to closed
  • Strainer blocked

If this checklist does not resolve the problem the pump will need replacing. Replacements can be purchased here.


If you need any further assistance please contact our Customer Care team below.


No power

Normally this is caused by an electrical issue. Please ensure that the filter pump is plugged directly into the mains socket and not an extension lead. We recommend also checking the socket with other items to ensure this is not an issue with the socket itself.



Water flow issues

Step 1 – Make sure hoses are clear from any blockages and water is not being restricted by tight connections.

Step 2 – Make sure the stopper caps have been removed and ensure the debris screens are clear.

Step 3 – Check the filter cartridges in the pump are clean or replace them.

Step 4 – Purge any air from the pump pipes which could be preventing a waterflow.



Leaking water from the top of the pump unit

If this issue occurs this means the seal is not aligned correctly. Check the placement of the seal to ensure this is in the correct place.



Noisy filter pump

Step 1 – Check for air trapped in the pump.

Perform air purge operation which removes the build up of air that should not be there from the pipes.

Open/unscrew the Air Purge Valve on the top of the Filter Pump; air is released as water fills the Filter Pump.

When water comes out of the Air Purge Valve screw it closed and wipe away any water.

To start the Filter Pump, insert the plug.

Step 2 – Check if the filter cartridge is dirty

The filter cartridge in the pump may need to be cleaned or replaced.



Leaking water from top ring

Step 1 – Check filter cartridge is correct size

Check the size of the filter cartridge being used and replace with correct size. The size you need should be on the box the pool arrived in.

330gal pool – size I

530 & 800 gal pool – size II

1500 gal pool – size III

2500 gal pool – size IV

Step 2 – Check filter cartridge is positioned correctly

Check the position of the filter cartridge and align if necessary.

Step 3 – Check the filter cap seal is aligned incorrectly

Check the position of the filter cap seal and realign if necessary.

Step 4 – Check if the filter cap seal is damaged



Leaking water from purge valve

Step 1 – Check if the purge valve is missing.

Step 2 – Check if the purge valve is loose.

If it is we recommend tightening the purge valve.

Step 3 – Check if the cap seal is damaged.



Leaking water from hose connections

Step 1 – Check if the hose seal ring is missing.

Step 2 – The clamp is not tightened correctly.

If it is we recommend tightening the clamp correctly.



Pool water is dirty

Step 1 – Check if the filter cartridge is dirty

If it is clean the filter cartridge. If this isn’t possible replace the filter cartridge. This will need to be replaced every 14 days/ uses.

Step 2 – Is the filter pump smaller than the one required for your pool?

If this is the case the pump will not be cleaning your pool correctly. We always recommend checking the compatibility of pools and filter pumps.

Step 3 – Is the operating time of the filter pump under 10 hours a day?

If this is the case we recommend increasing the operating time of the filter pump.

Step 4 – Purchase some chemicals

We recommend purchasing some chemicals to support the use of your filter pump. If you need further chemical advice we recommend checking our chemical guide here.


If you need any further assistance please contact our Customer Care team below.

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Returns, Refunds & Cancellations

We're sorry to hear you wish to cancel your order with us. We are quick at processing orders, so whilst we try our best, we may have already processed it and will be unable to cancel it.

There are varying time limits within which you can cancel an order, depending on the delivery method chosen.

Express delivery - up to 20 minutes after successfully placing your order.

Saturday delivery - up to 11am on the Friday prior to your selected delivery date.

Standard and all other delivery options. Within one hour of successfully placing your order.

Please contact us below if you wish to cancel your order. If you're unable to cancel your order in time, you can refuse delivery and the items will be returned to us. If the item has already been delivered, you can return this using our returns process here.

Unwanted Return: As long as the item is unused and in original condition and packaging, you can return the item at your own cost within 30 days and we'll be happy to refund the purchase price back to you.

If the item is returned damaged, used or in unsuitable condition, we're unable to give you a refund and we make have to send it back to you. In this instance, you may have to cover the delivery costs. All items are inspected upon return to us.

We don't access returns for items after the 30 day. If you attempt to return an item after this period, we may send it back to your default delivery address and ask you to cover any delivery costs. When returning items back to us, we recommend using a trackable shipping method in case we need to check it later.

We also recommend retaining proof of postage in case of issues. If a product was purchased and delivered with a promotional free gift, it must also be returned with that free gift to receive the full refund on the original order.

If we receive a return without the Free Gift or promotional item, we reserve the right to deduct the current website price of said gift or item from the return.

Faulty Return: If an item is being returned as faulty or you've received an incorrect item, please follow the returns process here. Don't forget to select the correct returns reason so that a member of our Customer Care Team can assist you as accurately as possible. Your delivery charges will be refunded in certain circumstances, such as if your entire order was faulty or incorrect.

None of the above affects your statutory rights. Under the Distance Selling Regulations, consumers have the right to cancel within a time limit of 7 working days (not including weekends or bank holidays) after the day on which you receive the goods. If you choose to cancel your order, we require you, the consumer, to pay the cost of returning the item to us.

Have you decided you don't want your order? As long as the item is unused and in original condition and packaging, you can return the item at your own cost within 30 days and we'll be happy to refund the purchase price back to you.

If you want to start the returns process, we email you instructions for returning your product when you make a purchase. Ship your unused product, in its original packaging, to the address identified in our email.

For more information, view our delivery & returns page here.

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Delivery

To see all our latest delivery options, pricing and expected time frames, please click here.

To track the progress of your order, please click here. Please be aware that the information will only work once the item has left our warehouse and has been scanned by the courier.

You'll receive an confirmation email from us letting you know your order has been dispatched.

Please be aware that in some circumstances, such as with pools or spas, if you've selected additional items , they can be shipped in two separate deliveries or consignments via a different courier.

Our couriers are always trying hard to get your entire order to you, and the tracking provided should give the latest dates and information.

If the rest of your order doesn't arrive after the expected delivery date, please let us know by contacting our Customer Care Team.

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Payments, Promos & Vouchers

If your discount code is not working, please follow the steps below:

You can only use a single discount code per order.

As our discount codes vary, so do our T&C's. Please check these thoroughly as they may have expiry dates or be valid and certain times.

Some codes only work for specific people or items. If you've received the code in an email from Bestway Store UK, then the code may be locked to the recipient email address.

Please ensure you're using the correct code using your account that has been set up with that email address. If this still doesn't work, please get in touch with our Customer Care team below.

You will be charged for your order as soon as it has been placed unless you have selected Klarna as your payment method.

For Klarna payments, these will start from the day the order is dispatched from our warehouse. You will receive an email from Klarna to confirm this.

We currently accept the following payment methods:

American Express, Discover, MasterCard, Visa, Paypal & Klarna.

The billing address you provide must match the billing address that is registered with the financial institution that issued the credit card. If a credit card authorisation fails, we reserve the right to cancel your order without notice.

We cannot resolve credit card problems with your financial institution if a card is declined. It is your duty and responsibility as the consumer to settle credit card disputes with the issuing body.

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Technical

If you haven't received a confirmation email from us regarding your order, please check the following:

Check your Spam/Junk email folders - Check your spam or junk folder as your email software may be marking our emails as junk mail.

Check your email address - Make sure the email address is correct in your account and was correct at the time of making the order.

Contact Us - If you're still having problems, please contact our Customer Care Team below and we will try our best to help.

It's easy to change your account details at any time. Simply log into your account here and follow the steps below:

Password - Click on the 'Account Information' tab on the left. You should see a tick box for 'Change Password'. Once clicked, you should be given the option to changed your password.

Email Address - Click on 'Account Information' on the left hand side of the screen. You should then be given the option to update your email address.

Delivery/Billing Address - To add a default delivery/billing address to your account, click the address book on the left. You should now be able to add relevant address details. Once these are saved, click on the 'Account Dashboard' tab. At the bottom of this page, you can then select your default shipping and billing address options.

Telephone Number - To add or update your telephone number, simply click the 'Address Book' tab on the left. Scroll down to the 'Telephone' field and update or add a new telephone number as required.

Once you have made any changes to your account, please remember to click 'Save' to confirm the changes.

If you can't remember your password, simply head over to our login area here or by clicking the icon in the top right-hand corner of the screen. Click the 'Forgotten your password?' link and enter your account email address. Once you've submitted that, we'll send you a link so that you can reset your password.

If you can't find the reset email, we recommend that you check your spam or junk folder.

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Order Issues

Due to high demand, sometimes our items are out of stock for a short time. Please sign up to our stock notification emails so that you're notified when the product becomes available to order.

Due to the speed with which we progress orders, we are unable to make changes once the order has been placed. You may still be able to cancel your order and place a new one. The option to cancel varies depending on the delivery option you have selected. To find out how to cancel your order, click here.

If you've received an incorrect item, please accept our apologies. In order to get this resolved as quickly as possible, let's start the returns process by clicking the link here.

Please remember to select the correct reason for return. If you're having problems or can't create a return, please get in touch with our Customer Care Team below. For our full returns policy, click here.

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Group enjoying stand-up-paddle boards

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