RETURNS AND WARRANTY ISSUES
At Spa Care, we want to ensure that you are satisfied with your purchase. If you are not satisfied with your purchase, you can request a return within 30 days of item delivery. Please read the following return guidelines carefully before initiating a return:
1. Authorization for Return: All returns must be authorized by the Spa Care team. To initiate a return, please fill out this form Return Request Form (for warranty exchange, you must fill out a different form, see below)
We will review your request and contact you with further instructions on how to proceed. If you return an item without authorization, you will not be refunded.
2. Unused and Original Packaging: Items must be returned via prepaid and traceable shipping method. Returns must be carefully packaged in new, unused condition. If the product has been installed, used, damaged, or altered in any way, we cannot accept the return. No refund will be processed.
3. Eligible Return Period: Items are eligible for return within 30 days of the delivery date. If the 30-day period has passed, we cannot accept a return.
4. Warranty Exchange: If you have a warranty issue, in other words an item has failed within the warranty period, then please fill out this form Warranty Exchange Request Form immediately.
Our Technical Support team will contact you to troubleshoot and provide you with instructions on how to return the defective item for evaluation.
5. Non-Returnable Items: Returns for items that have been installed will not be accepted or refunded, except for warranty issues. Please make sure you have the correct part before installation. Please see the list below for non-returnable item categories:
· Spaside/topside/keypad controls are non-returnable, please make sure you order the correct one.
· Special order items
· Items that have been used or are not in their original condition, i.e. missing parts, scratches/dirt, or signs of installation.
· Circuit boards that have been installed cannot be returned. Please double check to make sure you have the correct circuit board before installation. If there is an issue with a purchased circuit board after it has been installed, it can only be returned for warranty exchange. If there is an issue during the warranty period, please fill out the Warranty Exchange Request Form.
· Transformers
· Mechanical and electrical parts such as thermostats, hi-limits, flow switches, time clocks, contactors, GFCI's, relays etc.
· If you are returning a Filter Cartridge, it must be in its original clear wrapping. Once removed from the wrapping it can no longer be returned.
6. Restocking Fee: A 25% restocking fee will apply to all returns, unless the item was deemed defective by the Spa Care team, or if the wrong part was ordered and you have placed an order for the correct part.
7. Cost of Return Shipping: Customers are responsible for the shipping costs of returned items unless an error was made by Spa Care.
8. International orders: Please note that we do not accept returns for items shipped to Canada. We encourage Canadian customers to carefully review product descriptions, specifications, and sizing before making a purchase. If you have questions or concerns about a specific item, please contact us.
Once authorized by our team, please note that it may take up to 7-10 business days for your return to be processed and for the refund to be credited.
