Spa World Returns & Warranty Policy

All Spa World purchases have a return policy. Spa World’s return policy covers two parts of the business, depending on the type of product you have purchased.

Type 1: 60-day product return category

If you purchased a spa, swim spa, pergola, sauna, umbrella, or fire table, then you are eligible for a 60-day money back return. 

Click here to jump to 60-day terms 

Type 2: 30-day product returns

If you purchased parts or consumables, it falls under the hassle-free 30-day money-back guarantee. Examples of these include but are not limited to chemicals, covers and accessories.

Click here to jump to 30-day return terms

60 day money back guarantee

Terms for 60 days right of return

For you to exercise your rights under the Spa World 60-day right of return the following criteria must be met:

• The eligible product must be a new model purchased on or after the 1st of January 2016.
• You must be able to deliver to the nearest depot. All costs of removal and return are yours.
• You must be an individual natural person who is the title owner of the eligible spa. Businesses, corporations and partnerships do not qualify.
• Your eligible product must be in 'as new' condition and not suffered any damage as determined by Spa World or a Spa World agent. Such damage may include, without limitation, internal or external scratches, scrapes, dents, odours, rips, burns etc.
• Your eligible spa must have been returned to the depot, in the same working order as it was on the delivery date, including but not limited to the packaging.
• Your eligible product must not have been subject to any liens or other security interests.
• A minimum of 30 days must have passed since the delivery date of your eligible product.
• Your eligible product must undergo a full inspection by a Spa World representative before a refund is given.

30 day returns process

Returns will only be accepted up to 30 days from the date of delivery. Shipping will not be refunded. A 15% restocking fee will apply for returns. You must check your order immediately after receiving it to inspect that all parts ordered are correct. Please inspect for any signs of damage.

In the unlikely event that you receive damaged or incorrect goods from us, you must contact us within seven days of receiving your order.

There are three types of returns 

1. Goods incorrectly ordered by you or no longer required by you are subject to 15% restocking fee. Exclusions apply. 
2. Goods have become faulty or damaged in transit to you.
3. The incorrect goods were shipped to you.

A Return Merchandise Authorization (RMA) must be issued by us prior to the return of any goods. This is regardless of the reason.

Goods returned without an RMA will be rejected by our warehouse and returned to you at your cost.

Please follow this simple process for a return

1. You receive the goods.
2. Inspect the goods within seven days of receiving the goods
3. Request an RMA within 30 days if there is an issue or if you change your mind, by completing the form A restocking fee of 15% will be charged for change-of-mind purchases or items ordered incorrectly.
4. Wait for RMA approval. You will be advised your RMA is approved and you will be supplied a return address label that must be attached to the outside of the returned goods. From the date of your receipt of the return address label, you have 30 days for the goods to arrive back at our warehouse or your goods will not be received.
5. Send the item back to the address on the return RMA address label provided. You must provide the tracking number to our team via email.
6. You need to pay the cost of return freight. Keep your receipt and this will be reimbursed to you for returns type 2 or 3 as detailed above.
7. Your goods will be inspected. If items are not in brand new saleable condition (in original sealed packaging undamaged condition), your return will be rejected and goods will be returned to you.

Power Tip: We strongly recommend that you insure your parcel because you are responsible for the goods until they are received in our warehouse.

How to create an RMA

1. Fill in the Returns Request form

Return or exchange of faulty items

If your item is faulty, we will request that you return the item to us and we will test the item to determine if it is faulty. You will be responsible for return freight. Once the item has been tested and deemed faulty, we may offer a replacement item or a refund of your purchase price. Exclusions apply. Click here for details.

Cancellation policy

Please note your order cannot be cancelled once placed. If you wish to cancel your order, you can refuse delivery from the courier, or return it for a full refund of the item price within 30 days. Shipping will not be refunded.

Product warranty terms

Most products have a 12-month return-to-base warranty against manufacturing defects, with the exception of headrests, chemicals and filters. Read below for specific warranty terms for these products. Return to base means it is your responsibility to cover the cost of returning the item to our warehouse for inspection. If you have an electrical item that requires repair or replacement under warranty, you must provide your receipt to prove that a qualified electrician or spa technician did the installation. The labour cost for any electrical or installation work is your responsibility.

See below for particular product exclusions

All products being returned must be in new condition and include any retail packaging, manuals, or other included items to qualify for a refund or exchange. We undertake to then exchange or reimburse you the price of the products. You may be charged a restocking fee depending on the reason for the return (see reasons one to three above) unless 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. 

Specific return notes and exclusions

To be eligible for a return, all parts must be unused and in new condition.

Chemicals

To be eligible for a return, all chemical containers must be unopened.

Filters

To be eligible for a return, all filters must be unused and still completely wrapped.

Electrical and electronic components

Any electrical or electronic part that shows signs of having been used or fitted in any way cannot be returned. We test and check every item that is returned to us.

Headrests

Spa headrests are covered by a 30-day return to base warranty that covers manufacturing defects. 

Special Orders

Any special order items are not eligible for return; including but not limited to spa covers and headrests.

Spa Covers

We will not be responsible for the return of a spa cover unless there is a manufacturing defect. If a spa cover is mis-ordered or mistakenly measured, we will not refund or exchange. This includes but is not limited to stock and generic covers as well as custom-made covers unless the cover has been made to dimensions other than those agreed to at the time of order. 

When custom covers are made they are made to the dimensions that you provide. By completing and paying for your order you are agreeing that you have checked your measurements and that they are correct. The measurements that you provide are what your cover is built to.

We provide written and video instructions on how to measure your spa cover as well as phone, email and live chat support. If in doubt, contact us for help. We want you to be happy with your cover and taking a few moments will ensure that you are. 

• Any spa cover by shown to be defective in materials/workmanship within the warranty period will be repaired or replaced without charge, at the manufacturer’s option (excludes the cost of freight to and from the manufacturer)
• This warranty is valid only to the original purchaser and is not transferable.
• You must provide proof of purchase. 

Spa Cover warranty terms

Standard Australian-made spa covers have a 2 year warranty
Imported spa covers have a 1 year warranty
 

Exclusions Under Spa Cover Warranty 

• Damage caused by misuse*, neglect, shipping or normal wear and tear.
• Normal fading and minor discolouration.
• Damage to foam cores

Your responsibilities when ordering

Email images of parts to us requiring identification so we can help you identify the correct part.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.Please do not guess what part is required. Our friendly staff are happy to assist in identifying parts via emailed or SMS images, but cannot be held responsible for misidentifying your part where the images or information supplied is of poor quality or ambiguous.We will provide emailed links to the part suggested for YOU to confirm identification before ordering.

Your responsibilities for the installation of purchased goods

It is assumed and required that a qualified tradesperson is employed in the installation of electrical goods. 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 the repair, as an electrical/electronic component including circuit boards purchased from us CANNOT be returned if it shows signs of installation, for the reason of incorrectly ordered / no longer required.

Receipts for installation by a qualified tradesperson will be requested for faulty electrical goods.

Express refund process

Once your return is received and inspected by the fulfilment centres (usually within 10 days of receipt), your refund will be processed and a credit will be automatically applied to your credit card or original method of payment. This credit will not include any original shipping charges.

Refunds will be processed within 10 business days of approval. You may also check the status of your return by logging into your account and viewing your order history. We will email you a receipt confirming the credit. Please note: Once we initiate the credit for your return, the actual date that the refund is posted to your account is determined by the company which issued the original payment. Please be patient, it may take up to two billing cycles for the credit transaction to appear on your statement.

If you choose to exercise your rights under this offer, you must notify us in writing to:

Spa World Australia Pty Ltd

46 Topham Road

Smeaton Grange, NSW, 2567

Australia

ABN: 94 141 609 663