Shipping Policy

Thank you for shopping with Spa Parts Online. We aim to deliver your order as quickly, safely, and efficiently as possible. Please read our shipping policy below for full details on order processing and delivery.

Order Processing Time

• Orders are typically processed within 1–2 business days after payment is confirmed.
• Orders placed on weekends or public holidays will be processed on the next business day.
• During peak periods or promotional events, processing times may be slightly extended.

Shipping Locations

We currently ship to:

• All Australian states and territories

Shipping Methods & Delivery Times

Delivery times are estimates and may vary depending on your location and carrier:

Australia

• Standard Shipping:
  Estimated delivery in 2–7 business days depending on location.
• Express Shipping:
  Estimated delivery in 1–3 business days (available on selected items and locations).

Shipping Costs

• Shipping costs are calculated at checkout based on:
  • Item size and weight
  • Delivery address
  • Selected shipping method
• Any applicable shipping fees will be clearly shown before you complete your purchase.

Order Tracking

• Once your order has been dispatched, you will receive a shipping confirmation email with tracking details (where available).
• Tracking updates are subject to carrier availability and scanning timelines.

Authority to Leave (ATL)

• Some deliveries may be sent with Authority to Leave unless otherwise specified.
• Spa Parts Online is not responsible for lost or stolen parcels once delivery has been confirmed by the carrier.
• If you require signature on delivery, please contact us before placing your order.

Bulky or Heavy Items

• Certain spa parts and equipment may be classified as bulky or heavy.
• These items may incur additional shipping charges or require special freight arrangements.
• We will contact you if additional information or costs apply.

Delivery Issues

If your order:

• Is delayed beyond expected delivery times
• Arrives damaged
• Is missing items

Please contact us at spareparts@spaindustries.com.au within 7 days of delivery and provide your order number and photos (if applicable).

Incorrect Address Details

• Please ensure your shipping address is correct at checkout.
• Spa Parts Online is not responsible for delays or losses caused by incorrect or incomplete addresses.
• Re-delivery or return-to-sender fees may apply.

Returns Policy

At Spa Parts Online, our returns policy is guided by the Australian Consumer Law (ACL). We aim to go beyond minimum legal requirements by offering a fair, transparent, and customer-focused returns process.

7‑Day Money Back Guarantee

We offer a 7‑day money back guarantee (excluding freight costs), provided all of the following conditions are met:

• A valid proof of purchase can be supplied
• The item is unused, uninstalled, and in resaleable condition
• The product is returned within 7 days of the purchase date

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

Change of Mind Returns

If you’ve changed your mind, we’re happy to accept your return within 7 days and offer either:

• A store credit for use on our website, or
• A refund for the product value only (freight charges are non-refundable)

Returned items must be unused, in original packaging, and suitable for resale.

Exceptions & Conditions

• Made‑to‑order headrest pillows will incur a 15% restocking fee if returned
• All returned items must be:
  • Unused and uninstalled
  • In original packaging
  • Free from marks, scratches, or signs of wear
• We are not liable for:
  • Labour or installation costs
  • Service calls
  • Repair expenses resulting from incorrect installation or incompatible parts

Items Not Eligible for Return

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

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

Faulty Products

If a product is faulty, your rights are protected under Australian Consumer Law.
Where applicable, we will offer a repair, replacement, or refund, depending on the nature of the fault.

How to Return a Product

Step 1

Email spareparts@spaindustries.com.au with:

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

If the item appears to be faulty, we will issue a Return Authorisation (RA) number and form.

Step 2

Complete the RA form and follow the provided instructions.

Step 3

Pack the item securely in a sturdy carton and return it using insured Australia Post or your preferred carrier.
Return shipping costs are the responsibility of the customer unless the product is confirmed faulty.

Step 4

Send returns to:

Spa Parts Online  
6–16 Keppel Drive  
Hallam VIC 3183  
Australia  
(Return Authorisation Number required)

Return Authorisation (RA) Requirements

• An RA number is required for all returns
• Once issued, products must be returned within 30 calendar days
• Items should include all original packaging, accessories, manuals, and documentation
• Missing components may result in a partial refund only

If inspection shows the product is not faulty, a $30 handling and administration fee will apply.

Refunds

• Refunds are processed in accordance with this policy
• Refunds will be issued to the original payment method only
• In limited circumstances (e.g. cancelled accounts), refunds to an alternate account may be approved at our discretion
• Refund requests will not be considered after 7 days from purchase, unless the product is deemed faulty

Need Help?

For assistance with returns or warranty claims, please contact our Customer Service team:

Email: spareparts@spaindustries.com.au
Website: https://www.spapartsonline.com.au/