Australian Spa Parts

Products may be returned because they are: incorrectly ordered, no longer required, have become faulty within the specified warranty period or damaged in transit to you.

You must open your package of part(s) from us immediately on receipt to inspect that all parts ordered are correct and accounted for. You need to carefully inspect for any signs of damage at this time. If you received damaged goods from us notification is required immediately. Parts returned with physical damage not immediately reported to us within 3 days of receipt, as damaged on receipt from us, are not warrantable.

In all instances an RGA (Returned Goods Authority) must be issued by us prior to goods return, regardless of reason.
Once an RGA has been issued the parts must be received within 30 days. Goods returned later than 30 days with an RGA may not necessarily be accepted. Goods returned without an RGA will not be accepted.
All returned goods (incorrectly ordered or warranty) must be sent at your expense and are your responsibility until we receive them. We encourage the use of insured couriers for your protection.

Returns fall into two categories –
1. Incorrectly ordered / no longer required, or
2. Warranty failure request or parts damaged in transit to you

1.Policy regarding incorrectly ordered / no longer required parts.
Goods returned incorrectly ordered or no longer required, must be in perfect, UNUSED & UNFITTED resalable condition accompanied by the original invoice, returned by the customer that originally purchased the part from Australian Spa Parts. Goods returned that you incorrectly ordered or no longer require are subject to a 15% restocking charge where a refund is desired. No restocking fee applies if a subsequent order to the same or greater value is placed, or alternatively a credit to that value can be placed on your account for future use within a maximum time period of 12 months.
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. 
It is your responsibility to determine that the part ordered is correct. If you are unsure about a product you wish to purchase, please contact us BEFORE you order. Do not guess what part is required. Australian Spa Parts staff are happy to assist in identifying parts via emailed images, but cannot be held responsible for mis-identifying your part where images / information supplied prohibit positive ID or an alternate possible match to an obsolete part is suggested. We will provide emailed links to the part suggested for YOU to confirm identification prior to ordering. If you don’t want to take the risk of ordering an incorrect part, please employ a local competent spa technician to identify and carry out repairs.

If incorrectly ordered / no longer required - Under no circumstances will
- special order products be accepted for return. This includes but is not limited to thermal spa covers.
- freight charges be reimbursed.
- we accept any electrical / electronic component that shows signs of having been fitted / used.
-  we accept products that show signs of installation or use, as they cannot be resold as new.
- we accept products returned without their original packaging intact.

 - we return any parts sent to us for identification - email images of ALL parts requiring identification only.

All returned products will be checked for proper function & condition prior to reimbursement / credit.

2.Policy regarding warranty failure request, or parts broken in transit to you
 Faulty goods returned 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.

You must open your package of part(s) from us immediately on receipt to inspect that all parts ordered are correct and accounted for. You need to carefully inspect for any sign of damage at this time. If you received damaged goods from us, notification is required immediately. Parts returned with physical damage not immediately reported to us within 3 days of receipt, as damaged on receipt from us, are not warrantable.
No warranty will be given for damaged goods showing evidence of use or installation except when due to manufacturing defect. All warrantable goods will be replaced, a credit raised or pro-rata refund.  Electrical and electronic components must be fitted by a skilled and properly qualified person to maintain warranty. Proof of installation via this person will be required for any electrical warranty returns. Goods returned with unauthorised modifications are not warrantable & will be returned to you at your expense plus a nominal workshop charge. Goods returned that are found to have no fault, will be returned to you at your expense plus a nominal workshop charge.

All VALID warranted repaired or replaced goods will be returned to you at OUR expense.

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 limited to the repair or replacement at our discretion to the value of the goods supplied. Specific manufacturers warranties procedures and conditions apply.

It is illegal and dangerous to carry out any electrical work without the appropriate qualifications. You must ensure that your qualified tradesman accurately identifies the required part to effect repair, as any electrical / electronic component purchased from us CANNOT be returned if it shows signs of installation, for reason of incorrectly ordered / no longer required. A properly qualified tradesman should have the test equipment to ensure accurate diagnosis. Therefore if you have any doubt we recommend you employ your qualified spa technician to supply the part you require.

 

Warranty on Products (from date of supply from Australian Spa Parts, NOT date of installation unless stated below):

Waterway Pumps – 30 months
Aquaflo Pumps – 2 years from date of sale to end user.
ITT E-10 & E-14 pumps – 18 months to reseller, 1 year from date of sale to end user, whichever occurs first..
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 2nd hand parts - 30 days
All Pillows, Standard incandescent Lamps, Mechanical Seals - 7 days
All Fuses - Nil Warranty - Guaranteed to be checked for continuity at the time of despatch.
All other spare parts* - 6 months
Or, as stated in the individual items description.
All warranties are PARTS ONLY – no labour charges for installation / removal / diagnostics or incidental costs incurred are covered by Australian Spa Parts under this warranty.
        *includes heater elements, sensors & switches, circuit boards & panels, ozone lamps, pump parts, etc.

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

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 6 years, there has been a total of 11 claims out of well over 10,000 orders! - We sell quality products!

Freight

We ship all goods via Australian Air Express courier where practical. We endeavour to protect all goods against damage, Should transit damage occur, a damage claim must be made within 3 days of receipt. 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 by law - 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. 
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:

In order to ensure product is supplied and received, within Australia we use Australian Air Express (AAE) where possible. Larger / heavy items are sent via Startrack Express. Sorry, we do not ship via standard postal services.
Our selected courier services are utilised due to superior tracking, reliability and speed of service compared to the competition.
For international freight we send via Australian Air Express also. 
Handling / Packaging Charges - we do add a very small charge to the actual freight cost to cover physically handling your order, processing paperwork, packaging & dispatch costs.

Approximate Freight Costs:

Freight is calculated in the shopping cart - freight estimates can be determined prior to finalising your order whilst in the cart. 

Via AAE or Startrack 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

AAE International shipments

Please refer to the estimations in the shopping cart for freight costs.

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.

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 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 once in stock.  

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.

Approxiamate weight guideline for product:

Most Pumps - 10-20kg
Laing Circ Pump - 1.4kg-1.8kg
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.