If you need to return an item you must first obtain an RMA (Return Merchandise Authorization) number, or email us. Items returned after 30 days of original receipt will not be accepted for any reason. Returned non-warranty items must be in resalable condition. This means no sign of any wear and tear, wrapper removed, signs of installation, cosmetic or other damage. You are responsible for shipping cost to you and back to us. Please also include a copy of the original invoice that accompanied the item with all original packaging along with a short description of the problem with the part. All items being returned are the responsibility of the customer until the reach The Spa Works. Using a traceable means of shipping like UPS is highly recommended. Items that the customer no longer requires, or that the customer incorrectly purchased, will be subject to a 15% restocking charge ($10 minimum). Shipping charges are not refundable.
In the event that The Spa Works is at fault for shipping an incorrect item, The Spa Works will assume all charges associated with returning the incorrect item, as well as promptly shipping the correct item to the customer.
The Spa Works stands behind the manufacturer’s warranty on all items purchased. The Spa Works cannot be held responsible for any injury, damage, or loss of property / life, resulting from malfunction or incorrect use of any item we sell. The Spa Works will be responsible for the replacement of defective items, as long as the circumstances regarding the defective item, falls under the manufacturer’s warranty. Defective items returned will be checked to make sure they fall under the manufacturer’s warranty. We will be checking the items for date codes, date of sale, physical or chemical damage, and signs of improper use or installation. Items that are returned with physical damage are not considered a manufacturers defect and will not fall under the manufacturer’s warranty.
If your product is damaged in shipping or missing an item, please contact us within 24 hours or the first business day, so that we may expedite taking care of the damaged or missing item. DO NOT INSTALL OR USE DAMAGED ITEMS, OR THE ITEMS WILL NOT BE RETURNABLE. All warranty items will be replaced or credited to your account. No cash refunds will be issued.
The Spa Works prides itself with having the largest inventory of any spa parts store, however, occasionally we may have parts that are on back-order from our suppliers. In the event your order has a back-ordered part, you will receive a prompt email letting you know the status of your order. If your order is not completed within 10 days, The Spa Works will email you before we process your order to make sure you still wish to purchase the item(s).
When shipping to Canada, additional charges may be applied by the shipping broker. The purchaser is the importer and all brokerage fees, duties, taxes, import fees and VATS are payable by the importer. The Spa Works does not have the ability or the resources to compute these charges. All items are warranted only to customers in the USA (USA includes Hawaii and Alaska) and Canada.
Postal shipments outside of the U.S. can be attractive because of its price, however, shipments are Untrackable once they leave the United States. The Spa Works is NOT responsible for these shipments once they leave our warehouse. USE US MAIL AT YOUR OWN RISK!
Technical help is not responsible for any misinformation given by the customer. All parts that are ordered with information given to and assisted by The Spa Works technical personal is ultimately the buyers responsibility. Parts are to be ordered by the customer with the knowledge that manufacturers can upgrade and change the part without notice. We can only go on information given by the customer or manufacturer if available. Pictures and prices on this website are representations of the products sold and may not exactly match what you receive. Prices in our industry are volatile and can occasionally change without notice to us. On the rare occurrence that this does happen, we will contact you and give you the opportunity to agree to the change in price or cancel the order prior to shipping. The information provided on The Spa Works website is made available online for the qualified Spa and Hot Tub Technician that needs help troubleshooting or repairing a spa or hot tub. If you have chosen to work on your own equipment, you should have competent knowledge of electricity, plumbing, and industry standard safety precautions. You should also possess the proper testing equipment and know how to use it. If you don’t possess these skills, contact a qualified spa technician in your area. Any information obtained throughout this website shall be utilized AT YOUR OWN RISK! This especially applies to help or other information provided by telephone or email. The Spa Works will not be held liable for any injuries or damage that may result from the troubleshooting or installation of any parts or equipment, or ineffective results from such activity that you engage in with your spa equipment.
Many spa manufacturers have come and gone. Documentation for particular spa brands may be scarce, nonexistent, incomplete, or incorrect. That does not mean that parts are not available for a particular hot tub, but it may take some time to determine what is needed. The Spa Works cannot be responsible for recommendations based on pictures that may be of a similar part. Hot tub part identification is a joint effort at times, between the customer and technical support. Receiving a similar but incorrect part requires all return shipping to be paid by the customer.