Returns Policy

At Spa Store Australia Pty Ltd, we take pride in our reputation for quality, value and your shopping experience, which is why we make returns hassle-free for you.

If you are dissatisfied with your purchase we´ll assist you with a prompt return and exchange or refund. Exclusions apply.

Returns will only be accepted up to 30 days from purchase date. Shipping will not be refunded.

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 7 days of receiving your order.

Returns fall into three categories and goods may be returned because they are:

1. Goods incorrectly ordered by you or no longer required by you.
2. Goods have become faulty or damaged in transit to you.
3. The incorrect goods were shipped to you.

Exclusions apply. Click here for details.

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 at your cost.

Please follow this simple process for a return:

  1. You receive the goods.
  2. Within seven days of receiving the goods, you inspect the goods.
  3. If there is an issue with the goods, you create an RMA by following this process.
  4. If within 30 days after delivery of your goods you decide you do not want the goods and they are in a returnable condition, you create an RMA by following this process.
  5. Once a return is created, one of our team members will be in contact with you and supply an RMA label that must be attached to the returned goods. They will discuss further return details with you. From the date of you receiving the return label from our team member, you have 30 days for the goods to arrive back to our warehouse or your goods will not be received.
  6. Depending on the return reason, if you are organising the postage for the return of the good, you must provide the tracking number to our team and we strongly recommend that you insure your parcel because you are responsible for the goods until they are received into our warehouse.

How to create an RMA:

  1. Create an RMA by clicking on My Account link at the top of any page and then log into your account.
  2. Click the resolution Centre Button and follow the prompts.


Return or exchange of faulty items

If your item is faulty, you may return it. We may test the item to determine if it is faulty or can be repaired. 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.


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 for a full refund of the item price within 30 days. Shipping will not be refunded.


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 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. You will be responsible for the cost of the return shipment unless the return is due to return reasons 2 or 3.

Specific return notes and exclusions:
To be eligible for return, all parts must be unused and in new condition.

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

To be eligible for 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 every item that is returned to us.

Special Order:
Any special order; this includes but is not limited to spa covers and headrests.

Spa Covers will not be responsible for the return of a spa cover unless there is a manufacturer defect. If a spa cover is mis-ordered or mistakenly measured, 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 is 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 requiring identification:
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.

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 reason of incorrectly ordered / no longer required.

Easy Exchange:
We will gladly exchange an incorrectly ordered item.

You have 30 days from reception of the product to exchange it. 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. You will be responsible for the return and replacement shipping. All items must be returned and shipping paid for before the replacement item is sent.

Express Refund:
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.