Returns Policy

While the Consumer Guarantee Act forms the foundation of our returns policy, we aim to go beyond the minimum requirements. At Spa Parts Online, we’re committed to exceeding customer expectations and setting a benchmark for the industry.

We offer a 7-day money back guarantee (excluding freight), provided that:

• You can present a printed proof of purchase
• The item is unused and in a resaleable condition (unless faulty or defective)

If proof of purchase cannot be supplied, we reserve the right to decline a refund or store credit.

Returning a Product

If you’ve simply changed your mind, we’re happy to accept your return and offer:

• A sale credit for our website, or
• A refund to the value of the product (freight charges not included)

Exceptions and Conditions

• Headrest pillows made to order will incur a 15% restocking fee if returned.
• All returned items must be unused, in original packaging, and in a resaleable condition, meaning no marks, scratches, signs of use, or installation.
• You must return the product within 7 days of purchase.
• We are not liable for:
  • Labour, service calls, or repair expenses caused by incorrect installation or faulty parts.

Items Not Returnable

• Special-order items
• Service manuals
• Electrical parts that have been unsealed, installed, or show signs of use

How to Return a Product

Step 1: Email us at spareparts@spaindustries.com.au with the product details and reason for return. Include photos if needed.
If the product is provisionally determined to be defective, we’ll send you a Returns Authority (RA) form and number.

Step 2: Complete the RA form and follow the instructions provided.

Step 3: Pack the item securely in a good-quality carton. Return the item using insured Australia Post or your preferred carrier. Return shipping costs are your responsibility.

Step 4: Send returns to:

6–16 Keppel Drive, Hallam VIC 3183
Return Authorisation Number (RA)

A Return Authorisation (RA) number is required for all returns and refunds.
Once issued, the product must be physically returned within 30 calendar days.
Products should be returned in their original packaging, including all accessories, manuals, documentation, and registration materials. Missing accessories may result in a partial refund only.

If, upon inspection, the returned product is found not to be faulty, a $30 handling and admin fee will apply.

For more information, contact our Customer Service team or email spareparts@spaindustries.com.au.

Refunds

Refunds are processed in accordance with this policy and will only be made to the original payment method.

In limited cases such as cancelled accounts, we may approve a refund to an alternate account.

Refund requests will not be considered after 7 days from the purchase date, unless the product is deemed faulty by our Customer Service team.