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. FREIGHT CHARGES WILL NOT BE REIMBURSED.
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.
Policy regarding 'Authority to Leave' option for orders being left at your advised address without physical receipt.
Whilst we highly recommend against this option, we recognise that the need to be available personally to sign for & receive your shipment may not be convenient.
We therefore also offer an option in the checkout for 'Auuthority to Leave' your order. Please note that this is at our carriers discretion - if they feel the goods are too exposed to the elements or theft risk is too high, they may not leave the parcel regardless of your wishes.
If you choose this option, you understand and agree that you are wholely responsible for any loss or damage that may occur after delivery by our carrier has taken place.
By ticking the box at the checkout page on the website, spatex's carrier will leave your parcel at your unattended premises in accordance with your instructions.
You agree that the parcel is deemed received when left at your premises.
spatex, and contractors associated with the delivery, do not accept responsibility for any loss or damage which results from this Authority to Leave delivery method. You agree to release spatex from and against any and all claims, demands, liabilities, losses, costs and expenses, including financial and other consequential losses, made, suffered or incurred by you or any other person or entity as a result of this Authority to Leave.
If you do not give spatex Authority to Leave, you will have to be at your premises in order for the delivery to occur.
Installation of supplied 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 affect repair, as any 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. We highly recommend you utilise our workshop services for electronic repairs to avoid incorrect part ordering.
Care of goods once installed
It is assumed and required that all parts/products supplied will be installed in a location, and cared for in such a way that damage or deterioration not through normal wear will not occur. eg Parts and equipment must be protected from the elements, out of balance water, excessive sanitiser, must not be stored with chemicals, cleaned with appropriate cleaning products. etc.
Electroplated parts (Chrome or Gold plated) must be cleaned with warm soapy water ONLY. No chemical cleaning products are to be used.
No scouring cleaners should ever be used on plated, stainless steel or plastic parts.
Spa baths - If spa bath plumbing cleaner additives are used, they are never to be left 'soaking' and rinsing is required or spa bath fitting damage may result. Chrome spa bath fittings are to be washed with warm soapy water only.
Spa Pad crushed walnut products we sell are ideal for cleaning portable spas with lightly soapy water without risk of surface damage.
Always follow original spa manufacturers cleaning and care instructions.
Warranty on Products (from date of supply from spatex, NOT date of installation unless stated below):
Waterway Pumps - 2 years
Aquaflo Pumps - 2 years
Elecro heaters, heat exchangers and Quantum units - 3 years
ITT E-10 & E-14 pumps - 1 year parts
LX pumps and blowers - 1 year parts up until 3 Oct 2016. 2 years parts 4 Oct 2016 +.
All other COMPLETE product - 1 year unless manufacturers warranty exceeds this.
All Sundance / Jacuzzi spare parts - 90 days (except pillows, lamps and fuses - nil - ie working/ok on supply only)
All Pillows, Standard incandescent Lamps, Mechanical Seals - 7 days
All Fuses - Nil Warranty - Guaranteed at the time of despatch.
All other spare parts* - 6 months or as stated in the individual items description.
All warranties are PARTS ONLY - no labour charges for installation, removal or diagnostics incurred, are covered by spatex under this warranty.
*includes heater elements, sensors & switches, circuit boards & panels, ozone lamps, pump parts, etc.
All conditions regarding installation and qualifications required, and procedure for claims, as detailed in this section must be adhered to.
Whilst we endeavour to maintain correct listed pricing, prices are subject to change without notice and may vary from those advertised. We reserve the right to modify pricing with manufacturer price movements and the value of the Australian currency for imported goods. Any variation from the advertised price will require us to notify you prior to despatch for your authority to alter or cancel your order.
We ship all goods via Startrack Express, TNT or Fastway couriers. We endeavour to protect all goods against damage. A small charge is added to the actual freight cost to cover processing your order, picking, packaging & dispatch costs.
We reserve the right to vary the freight cost from that shown in the shopping cart in instances where goods are being sent to regions deemed remote, isolated, not serviced or for heavy or large items. Any variation will require us to notify you prior to despatch. If you are paying via direct deposit it is recommended you contact us before payment in case there is a variation in freight costs.
Sorry, we do not ship via standard postal services. Additionally we cannot normally ship to Post Office Boxes - a physical delivery address is required.
Approximate Freight Costs:
Freight is calculated in the shopping cart - freight estimates can be determined prior to finalising your order whilst in the cart.
Satchel Bags - Small packages not exceeding 5kg - maximum of around $16.50 to most Australian locations
Parcels - up to 5kg - maximum of around $20.00 to most Australian locations
Parcels - 5kg to 25kg - determined by weight / deemed weight and freight choice
Startrack or TNT International shipments
Please refer to the estimations in the shopping cart for freight costs.
International customers - Please Note - freight shown on the shopping cart covers our most frequent international freight cost based on international order history which are generally small sized, light weight items. The cost of freight can dramatically rise, particularly to USA or Europe regions with bulky orders or when numerous jets, etc are required. We will reissue an altered freight estimate via email where freight costs exceed that shown in the shopping cart. We will require your approval before goods are dispatched.
Delivery times vary greatly dependant on destination. Expect 1-14 working days; most orders that weigh less than 5kg are 1-2 day delivery for Australian destinations. If you require the fastest possible delivery method, please contact us, or make a reference in the order process.
We do not guarantee immediate dispatch. We may need to order goods into stock which may take from 1 day up to 6 weeks depending if we need to import stock from another country. Once in stock we will then contact you to approve payment & ship (unless it is a special order where we will require pre-payment before importing or stocking).
Approximate weight guideline for product:
Most Pumps - 10-20kg
Laing Circ Pump - 1.4kg-1.8kg
Air Blowers - 3-5kg
Most plastic parts - jets, air controls, fittings, etc - 1-3 items - less than 500g, approx 6-10 items - less than 3kg
Ozone generator - 2kg
6kw Heater, Gecko Heater or pack - 3-8kg
Hose and Tubing - 5-15kg
From experience MOST orders we receive can be sent via Startack satchels / parcels up to 5kg.