Australian Spa Parts

Products for return may be: incorrectly ordered, no longer required, or have become faulty.

In all instances an RGA (Returned Goods Authority) must be issued by us prior to goods return, regardless of reason.

Goods returned to us without an RGA will be returned to you at your expense.

Goods to be returned that an RGA has been issued for must be received within 14 days of the RGA being issued. Goods returned later than 14 days with an RGA will be returned to you.

Goods returned incorrectly ordered or not required, must be in perfect, UNUSED & UNFITTED resellable condition accompanied by the original invoice. Goods returned that you incorrectly ordered or no longer require are subject to a 15% restocking charge.
Images in our online store depict the typical product being ordered, however we may, at our discretion, supply equivalent replacement parts that will fit and serve an identical purpose to those depicted. This may include different brand, model, colour, shape or size. 

Under no circumstances   - will special order products be accepted for return. This includes but is not limited to spacovers
                                        & pillow headrests.

                                      - will freight charges be reimbursed.

                                      - will we accept any electrical / electronic component that shows signs of having been fitted / used.

                                      - will we accept products that show signs of installation or use, as they cannot be resold as new.

                                      - will we accept products returned without their original packaging intact.

                                      - will we warrant failure not due to manufacturing defect

                                      - will we warrant any product if Bromine (or other corrosive sanitiser) is used as a sanitiser. (this in effect falls under 'non manufacturing defects anyway)

 

All returned products will be checked for proper function prior to reimbursement. We have done everything we can to help you accurately order goods - if you are unsure about a product you wish to purchase, please contact us BEFORE you order. Do not guess what part is required - if in doubt, employ a competent spa technician.

All returned goods must be sent at your expense and are your responsibility until we receive them. We encourage the use of insured couriers for your protection.

Australian Spa Parts Pty Ltd accept no responsibility for any injury, loss, or damage resulting from the improper use of, improper application of, or malfunction of any goods we sell.

Our liability is restricted to the repair or replacement at our disretion, of goods supplied. Specific manufacturers warranties procedures and conditions apply.

Faulty goods returned for exchange will be examined for warranty. Please understand that warranty coverage is for manufacturers defects in material and/or workmanship. Damage or failure as a result of any other cause is not warrantable - this includes poor chemical maintenance, dirt and grit fouling goods, and physical damage. We check - date of purchase, any evidence of damage (physical, chemical), evidence of improper application or use. Parts returned with physical damage are not warrantable. If you received damaged goods from us, notification is required immediately. Do not install or use damaged goods - no warranty will be given for damaged goods showing evidence of use or installation. All warrantable goods will be replaced or a credit raised. No refund will be made. Electrical and electronic components must be fitted by a skilled and correctly qualified person to maintain warranty. Proof of installation via this person will be required for warranty returns. Goods returned with modifications will be returned to you at your expense. Goods returned that are found to have no fault, will be returned to you at your expense. All VALID warranted repaired or replaced goods will be returned to you at OUR expense.

Warranty on Products (from date of supply):

Waterway Pumps, Aquaflo Pumps - 2years
All other COMPLETE product - 1 year
All Sundance / Jacuzzi spare parts - 90 days (except pillows, lamps and fuses - nil - ie working/ok on supply only)
All spare parts* - 6 months
All 2nd hand parts - 30 days
All Pillows, Standard Lamps, Mechanical Seals - 7 days
All Fuses - Nil Warranty - Guaranteed to be checked for continuity at the time of despatch.

Or as stated in the individual items description.

All conditions regarding installation and qualifications required and procedure for claims, as detailed in this section must be adhered to. 

*includes heater elements, sensors & switches, circuit boards & panels(other than Gecko), ozone lamps, pump parts, etc. Except Sundance / Jacuzzi parts.

(a note on warranty - we have had the good fortune of very few problems resulting in the need for warranty claims to be submitted. So far, for the last 18months, there has been a total of 4 claims out of thousands of orders! - We sell quality products!)

Freight

We ship all goods via insured courier where practical. We ship via Australia Post for all Overseas locations. Alternatively you may specify and organise your own carrier. We organise and ship all goods on your behalf - All shipments become the responsibility of the customer once picked up by the courier or posted with Australia Post. We endeavour to protect all goods against damage, Should transit damage occur, a damage claim with the carrier should be made. We reserve the right to vary the freight cost from that shown in the shopping cart in instances where goods are being sent to regions deemed isolated, not serviced, or for heavy, or large items. Any variation will require us to notify you prior to despatch.

Installation of supplied goods

It is assumed and required that a properly qualified and skilled person or company is employed in the installation of goods sold. All electrical components must be fitted by correctly qualified persons - proof of qualification and installer details will be required for any electrical/electronic component returned for warranty. If in doubt as to who is authorised to install these goods, contact us PRIOR to installation. DO NOT fit any electrical/electronic component yourself.

Pricing Policy

Whilst we endeavour to maintain correct listed pricing, prices are subject to change without notice and may vary from those advertised. We reserve the right to modify pricing with manufacturer price movements and the value of the Australian currency for imported goods. Any variation from the advertised price will require us to notify you prior to despatch. Unfortunately at the moment, world economics are incredibly volatile. We are unable to constantly monitor and change pricing / information for every single item, to reflect this. Imported goods not recently ordered will possibly have incorrect pricing displayed from a time period when the Australian dollar was stronger. In such cases, we can guarantee the advertised pricing WILL change. As stated, upon ordering an affected item, we will notify you first for all price increase changes, for your authority to alter or cancel your order.

Information Liability

Australian Spa Parts Pty Ltd will not accept responsibility for any injury, loss, or damage, as a result of any information sourced from our website - we endeavour to maintain an up to date, accurate and unbiased range of information pages relating to chemical care, spa buying information and manufacturers links and downloads. This information is provided as a resource for you, our customer, to help keep you informed on everything to do with spas. No information is intended to be misleading or false - if you find inaccurate information on our site, please contact us immediately so that we may correct it. If you find that a linked company or dealer is providing inaccurate information, please contact that company directly, as we are providing a link to their site as a service to our customers only. Some information contained within this site expresses our opinion, which may not necessarily align with manufacturers or other professionals within the spa industry.

Goods sent to Australian Spa Parts for Identification

Under NO circumstances will we return parts sent to us for identification if an order does not follow such identification.
NO EXCEPTIONS.
 The time and cost to repackage and return parts cannot be justified. We encourage you to take quality low resolution photos from at least 2 angles of the part you need identified, and email those pictures to us. This is the simplest, fastest and most accurate way for us to help you with your parts requirements.

Australian Spa Parts Pty Ltd  Courier, Freight and Postage Information

 

Our Freight Policy:

We happily organise freight of your purchased products ON YOUR BEHALF. We assume no responsibility for goods damaged or lost in transit unless poorly packaged (which never happens!!). If you are unhappy with our freight policy, we are more than happy for you to arrange pick-up using a freight operator of your choice. Either way, our liability relating to your product purchase ends when it leaves our care. (By the way, there has been only two out of thousands of deliveries which has been damaged in transit - covered by courier warranty, and only a handful have been lost/gone astray)

In order to ensure product is supplied and received, we use Australian Air Express (AAE) where possible. Sorry, we do not authorise deliveries to be left unattended.

For international freight we send via Australia Post - International Air Mail or if requested, Express Post International (EPI).

We utilise these options for the following reasons:

Australian Air Express / Startrack Express  -   Preferred choice - Door to Door -Trackable, Delivery Confirmation and Inclusive Insurance

Australia Post -                                           International Registered Airmail -            Delivery Confirmation
                                                                EPI  -                                                  Express service. Trackable.

 

Handling Charges - we do add handling charges to the actual freight charge cost due to the fact that we are physically handling you order, and have processing paperwork, packaging & dispatch costs.

Approximate Freight Costs:

Via AAE or Startack Express

Satchel Bags - Small packages not exceeding 5kg - maximum of around $16.50 to most Australian locations
Parcels - up to 5kg - maximum of around $16.50 to most Australian locations
Parcels - 5kg to 25kg - determined by weight / deemed weight

Via Australia Post

Parcels - International Airmail - different rates for different regions - some examples (correct at 1/7/2010):
                USA, Canada, Middle East  - 500g - $20.00, 1kg - $25.00, 2kg - $45.00, plus - for every 500g over 2kg, add $7.00
                Europe, South America, Africa - 500g - $25.00, 1kg - $32.00, 2kg - $58, plus - for every 500g over 2kg, add $9.00
                Asia Pacific Region - 500g - $20.00, 1kg - $25.00, 2kg - $38.00, plus - for every 500g over 2kg, add $5.00
                New Zealand - 500g - $15.00, 1kg - $22.00, 2kg - $30.00, plus - for every 500g over 2kg, add $4.00
Parcels - ECI courier service - different rates for different regions - some examples (correct at 1/7/2010):
                USA - 500g - $45.00, Europe - 1kg - $55.00, New Zealand - 2kg - $50, Asia Pacific - 3kg - $68.00

International customers - Please Note - freight shown on the shopping cart covers our most frequent international freight cost based on international order history, which are generally small sized, light weight items. The cost of freight can dramatically rise, particularly to USA, Europe regions, with bulky orders or when numerous jets, etc are required. We will reissue an altered freight estimate via email where freight cost exceeds that shown in the shopping cart. We will require your approval before goods are dispatched.

Insurance - Registered Post method - $1.10 per $100.00 up to max. $5000, ECI and some International Airmail - $6.00 plus $2.00 per $100 up to max. $5000

All pricing is in Australian Dollars (AUD) . Subject to change without notice. All charges include GST for Australian destinations, and exclude GST (tax) for all international destinations.

Delivery Timings - vary greatly dependant on freight type used and destination. Expect 5-14 working days to most locations, most under 5kg are next day, or two day delay (for Australian destinations). If you require the fastest possible delivery method, please contact us, or make a reference in the order process. You will need to be there to receive goods for most freight methods - supply a business address for daytime delivery if possible.
We do not guarantee immediate dispatch. We may need to order goods into stock which may take from 1 day to 2 weeks. we will then ship out via your prefered shipping method.  

Published Freight Cost in our shopping cart - Unfortunately the program we use does not accurately identify your location and has no way of accurately quoting freight. The freight cost shown is for AAE / Startrack Express to most locations for orders not exceeding 5kg that physically fit in the appropriate satchel / box. Parcel freight is often at greater cost. We reserve the right to alter actual freight to be charged based on your location or value of purchase - if it's to be altered, we'll contact you first. If you live in a regional or rural area, and want accurate cost - please contact us first.
If you intend to pay for your purchase via direct deposit, we recommend you contact us first, in case the freight cost quoted is incorrect. Otherwise an additional payment may be required to cover any additional freight cost prior to shipment.

In all cases, should you require an accurate freight cost prior to dispatch, please contact us before placing your order, or make a reference to quote freight during the order process.

Approxiamate weight guideline for product:

Most Pumps - 10-18kg
Laing Circ Pump - 1.4kg
Air Blowers - 3-5kg
Most plastic parts - jets, air controls, fittings, etc - 1-3 items - less than 500g, approx 6-10 items - less than 3kg
Ozone generator - 2kg
6kw Heater, Gecko Heater or pack - 3-8kg
Hose and Tubing - 5-15kg
From experience MOST orders we receive can be sent via AAE satchels / parcels up to 5kg.