Returns Policy

Returns Policy

This Returns Policy explains how returns, refunds, exchanges and warranty claims are handled by Australian Spa Parts.

Products may be returned because they are:

  • Incorrectly ordered
  • No longer required
  • Faulty
  • Damaged in transit to you

You must inspect your order immediately after delivery. Please check that all parts are correct, complete and free from damage. If any goods are damaged in transit, you must notify us immediately.

Before returning any item, you must contact us and obtain an RGA, also known as a Returned Goods Authority. Goods returned without an approved RGA may not be accepted.

All returned goods, including incorrectly ordered items and warranty returns, must be sent back at your expense unless otherwise required by Australian Consumer Law. We strongly recommend using an insured courier or tracked postal service for your protection. Returned items must be packaged as well as, or better than, when they were received.

Return categories

Returns fall into two categories:

  1. Incorrectly ordered or no longer required products
  2. Warranty claims, faulty products, or products damaged in transit to you

1. Incorrectly ordered or no longer required products

Incorrectly ordered or no longer required products may be returned within 30 days of delivery, provided that the goods are:

  • Unused
  • Unfitted
  • In perfect resalable condition
  • In their original packaging where applicable
  • Accompanied by the original invoice
  • Approved for return by Australian Spa Parts with an RGA

A 15% restocking fee applies where a refund is requested for incorrectly ordered or no longer required products.

No restocking fee applies if a subsequent order of the same or greater value is placed. Alternatively, a credit to the value of the returned item may be placed on your account for future use within a maximum period of 12 months.

Freight charges will not be reimbursed for incorrectly ordered or no longer required products.

Refunds for approved returns are usually processed within 5 business days after the returned item has been received and inspected.

Products that cannot be returned for change of mind

Australian Spa Parts will not accept returns for incorrectly ordered or no longer required products if:

  • The item was a special order
  • The item is a thermal spa cover, most spa pillows, or another custom or special-order product
  • The item is an electrical or electronic component that shows signs of having been fitted, installed, or used
  • The product shows signs of installation, use, damage, alteration, or wear
  • The product cannot be resold as new

It is your responsibility to ensure that the part ordered is correct before placing your order.

If you are unsure which product you need, please contact us before ordering. Do not guess which part is required.

Australian Spa Parts staff are happy to assist with part identification using emailed images. However, we cannot be held responsible if a part is incorrectly identified because the images or information supplied are incomplete, unclear, or do not allow positive identification.

Where we suggest a possible replacement or alternative part, we will provide emailed links or product details for you to review and confirm before ordering.

If you do not want to take the risk of ordering an incorrect part, we recommend employing a local qualified spa technician to identify the part and carry out the repair.

Part identification

Please email images of all parts requiring identification before ordering or returning goods.

Do not physically send any parts to us for identification unless we have specifically requested you to do so and issued an RGA.

Items sent to us without approval may not be accepted and may not be returned to you.

2. Warranty claims, faulty products and damaged goods

Faulty goods returned to Australian Spa Parts will be inspected and assessed for warranty.

Warranty claims may be accepted where the product has failed due to a manufacturing defect.

Warranty claims may not be accepted where the damage or failure was caused by:

  • Improper handling
  • Incorrect installation
  • Misuse
  • Poor chemical maintenance
  • Dirt, grit, or debris fouling the product
  • Physical damage
  • Unauthorised modifications
  • Any other cause not related to a manufacturing defect

Electrical and electronic components must be fitted by a qualified tradesperson to maintain warranty eligibility. Proof of installation by a qualified person may be required for electrical warranty claims.

Where a product has a major or minor failure, the remedy will be determined in accordance with Australian Consumer Law.

Depending on the circumstances, the remedy may include repair, replacement, refund, or another remedy required by law.

Damaged in transit

If your order arrives damaged, you must notify Australian Spa Parts immediately after delivery.

Please retain the product, packaging and any delivery materials, as photos or further information may be required to assess the issue.

Do not return damaged goods without first contacting us and receiving an RGA.

Items found not to be faulty

If goods returned for warranty assessment are found to have no fault, they will be returned to you at your expense.

A nominal workshop or inspection charge may also apply.

Goods returned with unauthorised modifications that caused or contributed to the failure are not covered by warranty and may be returned to you at your expense, plus a nominal workshop charge.

Return postage and packaging

Unless otherwise required by Australian Consumer Law, return postage is the customer’s responsibility.

Returned products must be packaged securely to prevent damage during transit. We recommend using an insured and trackable delivery service.

Australian Spa Parts is not responsible for returned goods that are lost or damaged in transit back to us.

Refunds

Approved refunds are usually processed within 5 business days after the returned item has been received and inspected.

Refunds are generally processed using the original payment method where possible.

Freight charges are not reimbursed for incorrectly ordered or no longer required products.

A 15% restocking fee applies to approved refunds for incorrectly ordered or no longer required products unless a replacement order of the same or greater value is placed, or account credit is chosen instead.

Exchanges and account credits

Where approved, products may be exchanged or credited to your account.

No restocking fee applies if a subsequent order of the same or greater value is placed.

Account credits must be used within 12 months from the date the credit is issued.

Australian Consumer Law

Nothing in this Returns Policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

Where Australian Consumer Law applies, you are entitled to the remedies required by law for products that fail to meet consumer guarantees.

How to request a return

To request a return, exchange, warranty assessment, or damaged-in-transit claim, please contact Australian Spa Parts before sending any goods back.

You must receive an approved RGA before returning any item.

Goods returned without an RGA may not be accepted.