Products may be returned because they are: incorrectly ordered, no longer required, have become faulty or damaged in transit to you.
You must open your package of part(s) from us immediately on receipt to inspect that all parts ordered are correct and accounted for. You need to carefully inspect for any signs of damage at this time. If you received damaged goods from us notification is required immediately.
In all instances an RGA (Returned Goods Authority) must be issued by us prior to goods return, regardless of reason. Goods returned without an RGA may not be accepted.
All returned goods (incorrectly ordered or warranty) must be sent at your expense . We strongly recommend the use of insured couriers for your protection. Returned items must be packaged as well as or better than when the item was received.
Returns fall into two categories
1. Incorrectly ordered / no longer required
2. Warranty failure request or parts damaged in transit to you
1: Policy regarding incorrectly ordered / no longer required parts.
Goods returned incorrectly ordered or no longer required must be in perfect, UNUSED & UNFITTED resalable condition accompanied by the original invoice. Goods returned that you incorrectly ordered or no longer require are subject to a 15% restocking charge where a refund is desired. No restocking fee applies if 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.
If incorrectly ordered / no longer required, spatex will not accept the return of parts if
- The item was a special order; this includes but is not limited to thermal spa covers and most spa pillows.
- An electrical / electronic component that shows signs of having been fitted / used.
- A product shows signs of installation or use as they cannot be resold as new.
EMAIL IMAGES OF ALL PARTS REQUIRING IDENTIFICATION
DO NOT PHSICALLY SEND ANYTHING TO US AS YOU MAY NOT HAVE IT RETURNED TO YOU
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. Do not guess what part is required. spatex staff are happy to assist in identifying parts via emailed images, but cannot be held responsible for misidentifying your part where images / information supplied prohibit positive ID or an alternate possible match to an obsolete part is suggested. We will provide emailed links to the part suggested for YOU to confirm identification prior to ordering.
2. Policy regarding warranty failure request or parts broken in transit to you
Faulty goods returned will be examined for warranty. Warranties will be given for failure of goods when due to a manufacturing defect but not if goods are damaged due to improper handling or use. Replacement or repair will be determined in accordance with the Australian Consumer Law - major & minor failure. Damage or failure as a result of any other cause is not warrantable - this includes but is not limited to poor chemical maintenance, dirt and grit fouling goods and physical damage. Electrical and electronic components must be fitted by a qualified tradesperson to maintain warranty. Proof of installation via this person may be required for electrical warranty returns. Goods returned with unauthorised modifications that resulted in the cause or contributed to the failure are not warrantable & will be returned to you at your expense plus a nominal workshop charge. Goods returned that are found to have no fault, will be returned to you at your expense plus a nominal workshop charge.