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Returns & Warranties

30 Day Money Back Guarantee:

We take pride in our reputation for quality and value. If for any reason you are dissatisfied with a purchase we´ll assist you with a prompt refund. Returns will be accepted up to 30 days from purchase date. The item must be returned in good condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure credit.

  • You have 30 days from reception of the product to return 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.
  • We undertake to then exchange or reimburse you the price of all the products.
  • You may be charged a restocking fee depending on the reason for the return.

Product return specifics:

Chemicals
  • To be eligible for return, all chemical containers must be unopened.
Filters
  • To be eligible for return, all filters must be unused.
All parts
  • To be eligible for return, all parts must be unused and in new condition.
Special orders
  • Special order items are not kept in stock and are ordered specially for the customer, hence cannot be returned or exchanged, except in the case of a manufacturing defect.
Custom covers
  • Spa store does not accept the return of custom covers except in the case of a manufacturing defect.
Spa Covers
  • Spa Store will not be responsible for the return of the spa cover unless there is a manufacturers defect. If a spa cover is mis-ordered or mistakenly measured spa store 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. 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.

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 Refunds:

Once your return is received and inspected by the fulfillment centers (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.

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 spastore.co.nz 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.

Damaged or Defective Items:

If you receive a damaged or defective item, contact a Customer Service Representative within 30 days of delivery at 0800-772786. Please supply the order number and item number from your original confirmation email, as well as your email address and phone number. spastore.co.nz will make every reasonable effort to assist you with your return.

If there is extensive damage to the carton upon delivery, contact a Customer Service Representative immediately at 0800-772786. Please have your order number available when you call.

Return Instruction:

If you wish to return an item to spastore.co.nz, please follow the instructions below.

Return Instructions

1. To request a return of one or more items in an order, Click here to view your orders. Alternatively login to your account at spastore.co.nz and navigate to My Account, then Completed Orders.

2. Once in the Completed Orders section and click on the Return Item(s) button.

3. In the next screen select the products you want to return using the Qty. to Return drop down boxes, choose the Return Reason. The Return Action and Comments are optional fields. Click on Submit Return Request.

4. Pack the item(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be returned in new condition, to ensure full credit. Visit our 30 day money-back guarantee policy page.

5. Affix the label to the package. Before sending your return shipment, please remove all extra labels from the outside of the package.

6. Send your package via your postal carrier or dropping it at a local post office or mail drop point.

7. No need to worry, once you have sent your package to us, an account representative will ensure that the rest of the steps are completed correctly. We will email you a receipt confirming the credit!

  • You can expect a refund in the same form of payment originally used for the purchase.
  • Track return shipments while they're en route to your warehouse.
  • The treatment time of a return parcel can take 3 weeks, over this time, contact our customers service

To contact our Customer Service Department, please click here to fill out our email form.