Overview

SpaPartsNet.com is committed to making your shopping experience as pleasurable as possible. That's why we make Buying easy with 30 Day Returns and up to 60 Days to Exchange!

Items That May be Returned

30 Day Return Period

• Merchandise that has not been removed from its original packaging.
• Merchandise that was not shipped correctly or was mis-packed.
• Merchandise that has not been installed.
• Defective Merchandise
• Merchandise that is being returned within the 30 day return period.
• Defective merchandise must be exchanged for the same product.

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Items That May be Exchanged

60 Day Exchange Period

• Defective Merchandise
• Merchandise that is the wrong color, size or style.
• Merchandise that was ordered incorrectly. Excluding Special Order.
• Merchandise that was not shipped correctly or was mis-packed.
• Merchandise that has not been installed.
• Merchandise that is being exchanged within the 60 day exchange period.
• Merchandise that is of equal or greater value.
• No Restocking Fees on all exchanges. Order must be of equal or greater value. Defective Merchandise must be exchanged for the same product.

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General Return Info

• 30 Day Returns - Within 30 days of receipt of your shipment, you may return any (non-special order) spa part in its original packaging and in 100% resale condition for a full refund, less shipping charges and a restocking fee.
• 60 Day Exchanges - Within 60 days of receipt of your shipment, you may exchange any (non-special order) Hot Tub parts in the original packaging and in 100% resale condition for a replacement product of equal or greater value, less shipping charges (We'll refund the original shipping cost if the return is a result of our error). Enjoy No Restocking Fees on all exchanges!! Replacement order must be of equal or greater value.

SpaPartsNet.com reserves the right to refuse any returns that are not returned according to the guidelines set. To obtain credit, returned product returns must:

1. Have a valid RGA# number.
2. Have ALL original packaging
3. Not have packaging that is written on or defaced in any way.
4. Be sent back to the correct warehouse.

It is suggested that you repack product in larger box to avoid damage in shipping.

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Guidelines

• No products will be accepted for return more than 30 days after date of purchase. No exceptions. Manufacturer will not accept returns past this date.
• Special order items cannot be returned once they have been shipped.
• We are not able to accept returns on damaged merchandise that was not inspected by the customer at the time of original delivery and not reported or claimed within 48 hours of receipt. If a customer signs for a delivery and does not report any damage to the shipping company or to SpaPartsNet.com, then it is the customer's responsibility to file a claim with the shipping company to recoup any damages.
• Please note that we are only able to process returns and refunds for items purchased from SpaPartsNet.com.
• All discontinued items and/or colors are non-refundable or returnable.
• We do not issue store credit. Items can be returned for a refund minus restocking fees and shipping charges.
• All returns must be over $15 in total value. Any return for less than $15 will not be permitted.
• Products returned as defective which are found not to be defective are subject to a 25% handling charge.
• If a customer sends back a non-returnable item, no credit will be issued for the return of the product. The customer will be responsible for shipping charges going back to the customer.
• If a customer returns a product to us without an RGA number or without setting up a return with us first, the return will be subject to an additional 20% restocking fee.
• If a customer refuses goods that were to be delivered to them, then the customer will be responsible for all return shipping charges including original shipping fees. SpaSPartsNet.com will also charge a 25% Restocking Fee and treat the refused shipment as a General Return. Special order items will not be accepted and no credit will be given.

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Items that are Non-Returnable

• Merchandise with shrink wrap that is missing or torn.
• Merchandise that is used or shows signs of installation.
• Special Order Merchandise such as Spa Covers or Drop Ship Items.
• Discontinued Merchandise
• Parts or Replacement Parts
• Products $15 or less in value.

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Restocking Fees

A 25% restocking fee will be charged on all returned merchandise where a replacement is not requested. Defective Merchandise is not subject to Restocking Fees, so long as the defective merchandise is exchanged for a replacement.

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Reasons For Restocking Fee

• Warehouse & Administrative costs associated with processing & handling a return.
• Re-Boxing of Merchandise
• Repair of packaging that is defaced with writing, marker or tape.
• Products that have missing parts, instructions or packaging materials.
• Torn or ripped manufacturer boxes.
• Scratched or damaged merchandise.
• Cost of putting merchandise back on the shelf and adding to inventory levels

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RGA Request

To return any product you must obtain an RGA # (Return Goods Authorization #). To obtain an RGA # and return instructions, please call our customer service department at 1-866-829-3660. Requests for returns are generally processed within 2-4 business days and you will receive return instructions along with your RGA #.

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Refunds

You can expect a refund in the same form of payment originally used for purchase within approximately 7-10 business days of our receiving your returned part in resale condition. However, Refunds can take up to 30 business days if there is no RGA# on the box, parts missing or defective merchandise. All returns and exchanges will be credited less restocking and shipping costs. Our credit department processes returns and issues credit once a week and if your item isn't received by that time it will not be processed until the following week. If you have not received a credit and it has been longer than 30 days, please give our Customer Service Department a call at 1-866-829-3660.

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Wrong Products Received

If you are shipped a different product than you ordered, please email us or call us at 1-866-829-3660 within 48 hours of receiving the product. We will provide an RGA # and instructions on how and where to ship them back. We will pay for the freight back and ship the correct product freight free of charge.

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Shipping/Freight Damage

Overview

It is important that you inspect your shipment thoroughly before accepting and signing for your merchandise; after you sign for the merchandise you are responsible for filing all claims with the shipper. Do not assume that your product is not damaged just because the box and packaging is intact. You must check for both internal and external damage before you accept delivery. If you notice your product is damaged, refuse the package and note the damage on the bill of lading. Please call our customer service department immediately at 1-866-829-3660 and inform us of the damage. After you sign for the package you are responsible for damages. Please make sure that you inspect all packages before you sign for them.

Obvious or Concealed Freight Damage

If you receive a shipment from an order that you placed with SpaPartsNet.com with obvious or concealed freight damage, refuse the shipment and note the damage on the bill of lading. We will then order and ship a replacement for you. We will charge you for the replacement at the originally quoted price and credit you upon the return of the original. If you sign for the shipment without reporting any damage you are responsible for all damages and must make any claims with the shipper. Please make sure that you inspect all packages before you sign for them.

If you fail to report concealed or obvious freight damage to the carrier prior to signing for the shipment, neither you or we have any recourse.

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Steps to Follow for a General Return

To ensure a hassle free return, please follow these steps:

1. Call our customer service department at 1-866-829-3660 and setup a return.
2. Allow 1-3 days for the RGA # and return instructions to be emailed to you.
3. Follow the general return instructions in the email we send you and ship the package back via UPS or USPS. It is advised that you obtain a tracking number, receipt, or confirmation of your shipment. SpaShopper.com is not responsible for any lost shipments that were not insured by the customer.
4. Send your return back to our warehouse for processing.
5. Please allow 3-7 business days, depending on what shipping method you select, for the return to be received back at our warehouse.
6. Once the return is received back at our warehouse, please allow 7-21 business days for our credit department to issue a refund less restocking fees and shipping costs.

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Steps to Follow for a Defective Exchange

To ensure a hassle free defective exchange, please follow these steps:

1. Call our customer service department at 1-866-829-3660 and setup a defective exchange. Be clear and concise when describing defects or damages.
2. Our warehouse will ship you out a replacement the same day.
3. Place order for new products either online or with a customer service representative.
4. Replacement will be shipped out via the same shipping method as the original order.
5. Allow 1-3 business days for the RGA # and return instructions for the defective product to be emailed to you.
6. Follow the defective exchange instructions in the email we send you.
7. Once the return is received back at our warehouse, please allow 7-21 business days for our credit department to issue a refund less any applicable restocking fees and/or shipping costs.
8. Any defective products that are not sent back to our warehouse for processing will be billed to the customer's account.

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Do you have questions?

Can't find what you're looking for? We have one of the largest selections of Hot Tub and Spa parts available on the web! If you have any questions or can't find a product, please call one of our friendly Customer Service Representatives Toll-Free at 1-866-829-3660 from Mon-Fri 9:00 a.m. to 6:00 p.m. (EST), Sat 10 a.m - 2:00 p.m (EST) Or, send us a customer service request.