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My VICI scooter's mudguard is damaged

You can buy replacement parts for your scooter on our website, click here.

You can also follow our YouTube video how to fit a replacement mudguard, click here.

If there is more extensive damage to your scooter please contact our Customer Service team via the Contact Us page with the following information:

  • • Full original order details including order number
  • • Attach photographs of the damage
  • • Information about how this damage occurred
  • • If this was damaged during use please provide detailed information
  • • Were any other components damaged too?

When contacting our team please provide as much information as possible, this will help to resolve the issue as quickly as possible for you.

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My VICI scooter has a flat tyre / puncture

There are a number of reasons in which flat tyres can occur such as road surfaces, excessive tyre pressure and tyre wear, so please be vigilant of this whilst using your scooter.

As with any vehicle, punctures and flat tyres are not covered under warranty as these are deemed a ‘wear and tear’ product.

You can buy replacement wheels from our website, click here then select your scooter model and the required wheel from the dropdown options.

You can also repair the puncture by following our YouTube video, click here.

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There is an issue with my VICI scooter battery

If you are using your VICI E-Scooter for a prolonged period of time, especially up hill or in colder climates, you may notice that the battery will lose charge quicker than usual. In this instance, please rest the battery to prevent causing further issues to the battery's lifespan.

If you have noticed or have experienced an issue with the battery, please do not attempt to use or charge the scooter. Please contact our customer service team via the Contact Us page with the following information:

  • • Full original order details including order number
  • • Attach photographs of how your scooter is being charged and/or any damage to the scooter
  • • Has the scooter been exposed to an excessive amount of water damage/left out in the rain?
  • • Have you noticed any rattling beneath the deck? (standing area)
  • • Has the scooter been used off road, on bumpy/uneven surfaces which could potentially damage the battery?
  • • How many times has the scooter been charged and how far has it been driven?

When contacting our team please provide as much information as possible, this will help to resolve the issue as quickly as possible for you.

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My VICI scooter charger is not working

If you need a new charger, you can purchase this from our website. To view our scooter spare parts page click here, select your scooter model and then the charger from the drop down options.

If your charger is brand new or you believe the charger to be faulty or damaged, do not use it. Please contact our Customer Service team via the Contact Us page with the following information:

  • • Full original order details including order number
  • • Attach photographs of the faulty parts and any damage
  • • Is there a light appearing on the charging pack?
  • • Did it arrive in this condition or has it happened after use?
  • • How many times has the charger been used?
  • • Where is the charger stored whilst charging and not charging the scooter?

When contacting our team please provide as much information as possible, this will help to resolve the issue as quickly as possible for you.

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My VICI scooter has arrived damaged

Please send images of the damaged part as well as any damage on the original packaging to our Customer Service team via the Contact Us page. We will look to resolve this as quickly as possible for you.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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My VICI scooter won’t reach full speed

If you have the Explorer or Compact VICI Scooter, the speed can be adjusted using the VICI downloadable app. The scooters are automatically set to the lowest speed settings for safety purposes. If you have our Off Road or Commuter model, please email our Customer Service team at cs@networldsports.com with a video of the scooter elevated with both wheels off the floor and the accelerator pushed all the way down so our Product team can see any potential issues and investigate further.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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I have a problem with the Bluetooth Connection on the VICI app for my scooter

If you are having issue with the password to gain access to the app, please note the default password is 0000.

If the problem persists, please try turning the scooter off and select ‘forget the device’ on your phone, before attempting to reconnect.

If you are still experiencing issues, please contact our Customer Service team via the Contact Us page

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When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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My VICI scooter will not start

If the scooter is brand new, please try and push-start the scooter as it will be using this function before it's first use. If you do not want this setting permanently it can be changed on the VICI app with the relevant model.

If the scooter is not brand new and will not start, please email our Customer Service team at cs@networldsports.com with a video showing the issue and answering the below questions:

  • • Full original order details including order number
  • • Is the scooter turning on at all? Does it turn on when the charger is plugged in? Does it turn on and then off again
  • • If it does turn on in any circumstance, is there any power coming from the motor?
  • • If the scooter is a model that is used with the VICI app, please advise if you have checked the self-maintenance section to locate any issues.

When contacting our team please provide as much information as possible, this will help to resolve the issue as quickly as possible for you.

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The lights on my VICI scooter are damaged

If the lights are broken on your VICI scooter, please contact our Customer Care team via the Contact Us page, including photographs and the information below:

  • • Full original order details including order number
  • • Did the lights arrive damaged or were the lights damaged through use? If they arrived damaged please advise and attached photo evidence of any damage to the packaging.
  • • Are the lights broken in the sense of being cracked/smashed or are they not working electrically?
  • • If these were not damaged in transit, please provide details on how these have broken.

When contacting our team please provide as much information as possible, this will help to resolve the issue as quickly as possible for you.

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There are sparks coming from the VICI scooter

If you turn your VICI scooter on and there are sparks coming from it, please immediately turn off the scooter or remove the scooter from charge if it is charging, and do not attempt to charge or turn it on again for safety purposes.

Once the scooter is turned off and in a safe place, please email our Customer Service team via the Contact Us page advising on the below:

  • • Full original order details including order number
  • • When did the sparks start? Was the charger plugged in and on before being put in the charging port when the sparks began?
  • • What is the model of scooter?

Our Product team will then investigate using the information provided and we will be back in touch on how to proceed.

When contacting our team please provide as much information as possible, this will help to resolve the issue as quickly as possible for you.

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Missing the filter and filter cartridge for my CosySpa hot tub

The filter and filter cartridge are stored in the compartment at the back of the pump upon delivery. Please click here to view a demonstration.

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There is a hole in the liner of my CosySpa hot tub

If you have a puncture in the liner of your CosySpa hot tub, please determine whether this is on the seam. If it is not on the seam, a puncture repair kit will have been provided with the hot tub and you will be able to fix the issue.

If the hole is on the seam we will be able to resolve this for you, please send an image of the puncture to our Customer Care team via the Contact Us page, along with your order details, order number and the size of the hot tub.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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The connector pipes are leaking on my CosySpa hot tub

If you notice a leak from the connector pipes on your Cosy Spa hot tub, please ensure the O rings are connected and the pipes have been inserted as per the instructions included with your CosySpa.

If this does not fix the issue, please email our Customer Service team via the Contact Us page with the following information:

  • • Full original order details including order number
  • • Where is the leak coming from?
  • • How long you have owned the hot tub
  • • Send images and/or a video of the leak, including the area surrounding the pipes
  • When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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My CosySpa hot tub is showing an error message: CHG FIL

If your CosySpa hot tub is showing error message ‘CHG FIL’ then you will need to change the filter. Follow a step by step guide how to do this with our helpful YouTube video, click here.

Once this is done, press and hold the filter button until you hear the heater make a single beep and the display reads 150. This will reset the pump and it should now recognise the new filter and work as normal.

To purchase additional filters please visit our website click here for replacement filters.

If the above does not work, please check the filter housing and all connectors to ensure they are clear of dirt/debris and try to reset the pump again. If this still does not remove the code, please contact our Customer Service team via the Contact Us page, detailing the steps taken and we will investigate the issue further.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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My CosySpa hot tub is showing an error message: E3

If your CosySpa hot tub shows an E3 error code, please follow the below steps:

  • • Press and hold the filter button until you hear the heater beeps and the display panel reads 150.
  • • If this does not remove the code, please check and clear the filter cartridge and the connectors of all dirt/debris/blockages.
  • • Check if the filter cartridge is firmly attached to the bottom inlet.
  • • Disconnect the connector hoses and reconnect them, ensuring they are fitted correctly.
  • • Try the first step again and reset the filter until it displays 150.

If the issue still persists after all the steps have been followed, please contact our Customer Service team via the Contact Us page detailing the issue, with images of the inside and outside of the hot tub, the heater unit and connectors, as well as a picture of the error on the control panel.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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My CosySpa hot tub is showing an error message: E4

If there is an E4 error code on your CosySpa hot tub, this means the pump is too cold and can’t function. In this case, please follow the steps below:

  • • Remove the filter and filter cartridge
  • • Place the caps on the ports to stop any water from leaking out of the internal connectors
  • • Detach the connectors from the pump and hot tub liner
  • • Take the pump indoors and place inside your house. Please do this for a few hours, to allow the pump to reach a regulation temperature.
  • • Once the pump is a suitable temperature, reattach it to the hot tub.
  • • Place the filter and filter cartridge back on and remove the caps.
  • • Turn the hot tub back on and ensure the pump remains switched on, to prevent any damage

If the issue still persists after all the steps have been followed, please contact our Customer Service team via the Contact Us page detailing the issue, with images of the inside and outside of the hot tub, the heater unit and connectors, as well as a photograph of the error on the control panel.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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My CosySpa hot tub is showing an error message: E5

If an E5 error code appears on your CosySpa hot tub, please check the water line in the pool is between the maximum and minimum limits outlined on the inside of the liner. If the water is not between these levels, please adjust the water levels accordingly by emptying water or filling with water as needed.

Once this is done, clean the two nozzles (suction and discharge) inside the basin. To do this, unscrew the nozzles and remove any dirt/debris.

Disconnect the electrical outlet from your spa for five minutes and reconnect it again.

If the issue still persists after all the steps have been followed, please contact our Customer Service team via the Contact Us page detailing the issue, with images of the inside and outside of the hot tub, the heater unit and connectors, as well as a photograph of the error on the control panel.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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My CosySpa hot tub is showing an error message: E6

For an E6 error code, please follow the same steps as for an E4 code. Once these have been followed, then also check:

  • • The filter cartridge and connectors are clear of any dirt or debris.
  • • Is the filter housing securely attached to the bottom inlet?
  • • There are no inlet or outlet caps attached when in use.
  • • Are the connector hoses straight and secure? If unsure, disconnect and reconnect them.
  • • Reset the heater unit by holding the filter button until the display shows 150.

If the issue persists after all the steps have been followed, please contact our Customer Service team via the Contact Us page detailing the issue, with images of the inside and outside of the hot tub, the heater unit and connectors, as well as a picture of the error on the control panel.

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My CosySpa hot tub will not reach full temperature

If your CosySpa is struggling to reach the temperature you have set it to, there could be many reasons for this. Please ensure you have used all available equipment to ensure the hot tub maintains temperature, such as hot tub flooring and the inflatable lid, which can be purchased separately on our website, click here.

Please also remember that the typical operating temperature ranges from 34-38°C/98°F-100°F, but it can take up to 48 hours to heat up to these temperatures. The max temperature is 42 degrees, but the hot tub will drop and then restart once the desired temperature is met, to avoid overheating.

If heating issues persist, please contact our Customer Service team via the Contact Us page detailing the issue:

  • • How long the hot tub has been switched on for
  • • If any error codes have appeared on the display
  • • Please advise the temperature / weather in your area, as this can have an effect on heating times

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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The CosySpa hot tub pump is making a rattling sound

If you think the pump on your hot tub is louder than it should be, please measure the sound using a noise decibel app on your phone. Our heater units should be no louder than 65 decibels from a 10-metre distance.

Please also ensure you have changed the filter, cleaned the hose pipes and flushed them out of any debris. Make sure the pipes aren’t blocked and do a pump flush.

If all the above steps have been followed and the pump is still louder than it should be or is making a rattling sound, please email our Customer Care team at cs@networldsports.com with a video displaying the noise and a screenshot from the app showing the noise level.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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What is the average energy usage for a CosySpa hot tub?

The heater on a CosySpa hot tub is 1800 Watts or 1.8KW. It would take between 8.5 and 11 hours to heat up the hot tub 10°C, assuming the temperature rises around 1.5-2°C which is standard for inflatable hot tubs. If your electrical rate is 10 pence per hour, multiply the KW value by the pence per hour and multiply it by the total hours, so:

10 x 1.8 = 0.18 x 8.5hrs = £1.53 for water heating; or 10 x 1.8 = 0.18 x 11hrs = £1.98 for water heating

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Watch our video for how to save money on your hot tub energy bill, we share top tips and advice for how to get the most efficient hot tub - click here.

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The back stanchion is broken on my football goal

If you think the back stanchion has snapped on your goal, please ensure you have checked the connector in the middle has not slipped into the bottom part of the stanchions.

Please check the bottom part of the stanchion and if the connector has slipped into this, pull it out and reconnect it between that and the top part, ensuring they are twisted together for maximum strength.

If any of the parts have snapped or broken, replacement parts can be purchased from our website, click here.

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My football goal net has broken

The nets on our FORZA PVC football goals are not covered under the 1-year manufacturing warranty that comes with the goal as it is classed as a wear and tear part. In this case, a replacement net can be purchased from our website, click here.

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My football goal is missing a part

If you are missing a part from your PVC goal, please contact our Customer Service team via the Contact Us page with your order details, the part number you are missing and any photographs of damage to the packaging.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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The crossbar is sagging on my PVC goal

If you have noticed a slight sag in the crossbar on your FORZA PVC goal, this could be due to a number of factors. Please ensure the goal is set up correctly with all the locking clips inserted, the net is secured correctly with the net clips not pulling the net down which will cause the crossbar to sag.

Once this is done, please ensure all posts are perpendicular and that all the U-pegs have been used and pushed in as much as possible. Our FORZA erection diagram gives further instruction on how to do this and should resolve this issue, click here to view the diagram.

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My FORZA pump is missing the needle

Our FORZA Pump That Ball pump always comes with a needle included. This can be found stored in the small compartment at the top of the handle, click here to see where the needle is stored.

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There is a hole in my batting cage netting

All our batting cages are covered with a 5-year warranty, so in the unlikely case a hole develops in your cage, you should be covered! We stock a range of sizes and grades of nets, so if you need a replacement, you can find our full range here.

If a hole has developed within the warranty period on your batting cage, please send your order number, images of the issue, details on the age group, frequency of use, and how long you have had it to our Customer Service team via the Contact Us page and they will get back to you as soon as possible.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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My home golf putting mat has a crease in it

Due to the way our home putting mats are packaged, they can occasionally arrive with a crease in the fabric. If this does happen, please set out the mat flat on the ground as if it were used and leave it like this for a few hours. The crease should eventually start to level out and you can get using your mat for all the practice you need!

You can use flat weighted objects to speed up the process if you’re desperate to get using your mat straight out of the box, such as books, boxes or other household items.

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How do I set up the net for my golf cage?

Our Freestanding Golf Cage Nets are really simple to set up and attach so you can start practising as soon as it arrives!

The surrounding cage net needs to be attached to the poles using the included ties and the impact net then also needs to be hung from the outer net inside the cage , to view how to do this please view the instruction manual included with your order or take a look at the photographs detailing this on our website. Click here for the Freestanding Home Golf Cage orclick here for the Professional Golf Cage.

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The belt has detached from my METIS Air Bike

If you notice a problem with the belt on your METIS Air Bike, please stop using it as this could cause damage to other parts of the bike. If the belt has detached completely, please follow the troubleshooting video here on how to attach this again. Once the belt is securely attached, please try and use the bike again as normal.

If this still does not fix the issue or you are having any further problems with the belt, please email our Customer Care team at cs@networldsports.com with a video or photograph of the issue and with an explanation of how this happened.

When contacting our team please provide as much information as possible including order details and order number, this will help to resolve the issue as quickly as possible for you.

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