Returns Policy

At Spa Parts Online, our returns policy is guided by the Australian Consumer Law (ACL). We aim to provide fair, transparent, and practical support to customers when purchasing replacement parts for their spa.

Parts Identification Assistance

Our team is happy to assist customers in identifying suitable replacement parts for repairs, maintenance, or upgrades. Recommendations are provided based on the information supplied by the customer, including but not limited to:

• Photographs and videos
• Emails and telephone conversations
• Measurements and model information
• Product descriptions and other documentation

As we are unable to physically inspect your spa or confirm the specifications of installed components, any advice provided is based solely on the information available to us at the time.

While we make every reasonable effort to guide customers toward the correct replacement part, the customer is responsible for verifying the suitability, compatibility, dimensions, and specifications of any product before placing an order.

Spa Parts Online will not be responsible for incorrect parts supplied where the recommendation was based on incomplete, inaccurate, outdated, or incorrect information provided by the customer.

Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.

7-Day Money Back Guarantee

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

• A valid proof of purchase is supplied.
• The item is unused, uninstalled, and in resalable condition.
• The item is returned within 7 days of the purchase date.
• The item is returned complete with all original packaging, accessories, manuals, and documentation.

If proof of purchase cannot be provided, Spa Parts Online reserves the right to decline a refund or store credit.

Change of Mind Returns

If you have changed your mind or ordered an incorrect part, we may accept the return within 7 days of purchase subject to the following conditions:

• The customer is responsible for all return shipping costs.
• Original freight and shipping charges are non-refundable.
• The item must be unused, uninstalled, undamaged, and in its original packaging.
• The item must be received in a resalable condition following inspection by our team.
• A 15% restocking fee will be deducted from the refund amount.

Once the returned item has been received and inspected, an approved refund will be processed to the original payment method less:

• Original shipping and freight charges; and
• A 15% restocking fee.

Items returned damaged, incomplete, modified, installed, or not suitable for resale may be refused or subject to a reduced refund at our discretion.

Exceptions & Conditions

All returned items must be:

• Unused and uninstalled.
• In original packaging.
• Free from marks, scratches, damage, or signs of wear.
• Complete with all supplied parts, accessories, manuals, and documentation.

Spa Parts Online is not liable for:

• Labour costs.
• Installation costs.
• Service call charges.
• Diagnostic fees.
• Repair expenses resulting from incorrect installation, misuse, or incompatible parts ordered by the customer.

Items Not Eligible for Return

The following items are non-returnable unless deemed faulty under Australian Consumer Law:

• Special-order items, including Hard Covers and Roller Covers.
• Custom-made products.
• Electrical parts that have been opened, installed, connected, tested in service, or show signs of use.
• Any item not returned in a resalable condition.

Faulty Products

If a product is faulty, your rights are protected under Australian Consumer Law.

Where a fault is confirmed, Spa Parts Online will provide an appropriate remedy, which may include:

• Repair;
• Replacement; or
• Refund,

depending on the nature of the fault and the requirements of Australian Consumer Law.

How to Return a Product

Step 1

Email spareparts@spaindustries.com.au with:

• Your order number
• Product details
• Reason for return
• Photographs (where applicable)

If your return is approved, a Return Authorisation (RA) Number and instructions will be issued.

Step 2

Complete the RA form and follow the return instructions provided.

Step 3

Package the item securely and return it using Australia Post or your preferred carrier.

Unless the item is confirmed faulty, all return shipping costs are the responsibility of the customer.

Step 4

Send the return to:

Spa Parts Online
6-16 Keppel Drive
Hallam VIC 3803
Australia

Return Authorisation Number required

Return Authorisation Requirements

• An RA number is required for all returns.
• Items must be returned within 30 calendar days of the RA being issued.
• All original packaging, accessories, manuals, and documentation must be included.
• Missing components may result in a partial refund or refusal of the return.

If inspection determines that a returned product is not faulty, a $30 handling and administration fee may apply.

Refunds

• Refunds are processed in accordance with this policy and Australian Consumer Law.
• Approved refunds will be issued to the original payment method.
• Original freight and shipping charges are non-refundable.
• A 15% restocking fee applies to change-of-mind returns and incorrectly ordered items.
• Refund requests made after 7 days from purchase will not be accepted unless the product is confirmed faulty or otherwise required under Australian Consumer Law.