30 DAY RETURNS
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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.
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.
For you to exercise your rights under the Spa World 60-day right of return the following criteria must be met:
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.
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.
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.
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.
Unless otherwise stated, all products have a 12-month return-to-base warranty against manufacturing defects. 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 for installation by a qualified electrician or spa technician.
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.
To be eligible for a return, all parts must be unused and in new condition.
To be eligible for a return, all chemical containers must be unopened.
To be eligible for a return, all filters must be unused and still completely wrapped.
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.
Any special order items are not eligible for return; including but not limited to spa covers and headrests.
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.
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.
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.
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
ABN: 94 141 609 663
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