Returns and Warranty

Returns and Warranty Policy - Spa Parts Outpost Canada

Spa Parts Outpost wants you to be happy with your purchase. In order to help you select the correct parts, we offer our customers free assistance to help narrow down choices from the thousands of spa parts out there. Since we deal with almost every major spa brand, we can lookup most replacement parts with the factories.

Choosing parts is a collaborative effort and we need you to supply us with the spa brand, model, year of manufacture and spa serial number. We will send you links so you can look at the parts and descriptions to ensure they match your current ones. We are not responsible for any misinformation that was provided. Return shipping for any parts that do not fit are the responsibility of the customer, whether or not our tech recommends them.

The spa industry is constantly changing, as are the players/manufacturers within the industry. It may not be possible to look up parts for some older (pre-2002) hot tubs or for brands/manufacturers that are no longer in business. Photos on our site are representative of the parts at the time of posting, but manufactures may alter or change parts and the photos may not be the newest representation.

Pricing and Availability:
-Prices on Spa Parts Outpost are subject to change without notice.
-Descriptions and pricing are per the latest information from our vendors. We try to keep all listings on our website current, but manufacturers can change or discontinue parts without notice.
-Spa Parts Outpost is not responsible for manufacturers deciding to substitute, discontinue or stop stocking an item.
-If items are no longer available, we will try to give you alternative options to get your spa up and running. It is your choice to accept our recommendation or not to. We will refund in full any items that have become unavailable.
-We try to ship within 24 hours (business days). At times, our suppliers may be out of stock, backordered on items or product is no longer available. We will split ship and fill orders whenever possible.
-We do not have up to date inventory on our system since we source our parts from many different manufacturers and distributors and availability is constantly changing. We will make every effort to fill your order quickly and completely.
- We ship orders over $95 for free within Canada. The free shipping threshold is subject to change without notice.

Cancellations
We try to ship all orders quickly. If you cancel before we ship, your order may be subject to a 3% credit card processing fee that is charged by the banks regardless of whether the order is cancelled. If you cancel after we have already shipped the product, then you will be responsible for both the outbound and the return shipping. There is no restocking fee on cancelled orders. If you are unsure what to order, please contact us for assistance before placing an order.

30 Day Satisfaction Guarantee
At Spa Parts Outpost, we want you to be completely satisfied with your purchase from us. If you have questions about your item(s), please contact us by email us at info@spapartsoutpost.ca or give us a call. Most products are covered by manufacturer's warranties.

Returns Policy
You may return most new, unopened items within 30 days of delivery for a full refund, as long as the item is not a special order or non-returnable item (see below). You must request an RMA (Return Merchandise Authorization) number to return an item. Returned items are subject to a 15% restocking fee to help defer the cost of administration, shipping, packaging, materials and restocking. Shipping costs (including actual costs paid for free shipping) are non-refundable and will be deducted from refunds.
There are 3 categories for returns:
1) Incorrect product ordered by the customer: As long as the item is in new condition and is not a special order/non-returnable item (see below) you can request an RMA to return the item. You will be responsible for the cost to return the item to Spa Parts Outpost by your choice of shipping method. See more on RMAs below.
2) Incorrect product shipped by Spa Parts Outpost: We double check all outbound orders to keep mistakes to a minimum, but they can still occur. If you receive an incorrect part that is not what you ordered, send us a photo of the item you received, and we will send a return mailing label to recover the incorrect part. Once the part is mailed, we will send you the correct one. Send photos to service@spapartsoutpost.ca along with your order number and details as to what is in error. We pay the shipping charges to send you the correct item and get back the incorrect item.
3) A defective or warranty item. See details below.

RMA Requests- Return Merchandise Authorization Number
If you need to return an item, email us at info@spapartsoutpost.ca within 30 days of delivery. State the reason for return and list the item(s) you want to ship back. Provided your item is a returnable item and in new/re-sellable condition, you will be issued an RMA number. Please do not return items until you receive an RMA number and the correct return address. Be sure to follow return instructions and make sure your RMA number is included in your package. You are responsible for paying for your own shipping costs for returning your item.

Use the original packaging or ensure you pack the items well to avoid damage in transit. You are responsible for any damage caused by insufficient return packaging. We are not responsible for items that are not returned as instructed. Packages that are returned to us because the address provided wasn’t correct or no one claimed the package will be subject to additional shipping fees to resend the package.

We do not accept returns for special order items, items that are non-returnable (see below) or chemicals.

Refunds
All returned items must be in new and resell-able condition. Returned items will be inspected for physical or chemical damage, product labels/serial numbers, date of sale, and signs of improper use or installation. Once your return is received, inspected, and approved, your refund will be processed. Credit will automatically be issued to your original method of payment. Your card issuer may take up to a week to post the credit to your account.

Outbound shipping costs are non-refundable. If you received free outbound shipping, the actual cost will be deducted from your refund along with the restocking fee. The restocking fee can be waived if you elect to have store credit instead of a refund. International customers are responsible for any taxes or fees assessed. Government fees are non-refundable.

Non-returnable items that arrive in non-working condition are usually covered by the manufacturer’s warranty. Items that are damaged in transit will have to be filed as a shipping claim. The following items are considered non-returnable:
• Items marked ‘Special Order’. These can sometimes be cancelled before they ship.
• Custom made/built to order items (i.e. spa covers).
• Electronic items including spa packs, heaters, pumps, circuit boards, control panels, ozonators, lighting systems, etc. that have been installed or hooked up in any way.
• Spa Chemicals.
• Any items that have touched water in a hot tub (installed filters, pillows, jets, filter lids, etc.) as they are no longer considered ‘in new’ condition.

Special Order Items
Special Order items cannot be returned as they are custom created for the customer once an order has been placed. Cancellations or changes to the order may not be possible. If an order can be cancelled before it is shipped, then a 15% restocking fee will apply. There are no returns or refunds once a special-order item has shipped. Hot tub covers cannot be cancelled once production has begun. Shipped covers cannot be returned but will be covered under the warranty if there is a manufacturer's defect,

Warranty and Defective Items
Since all items are tested before they leave the manufacturing facilities, it is quite rare to receive a defective pool/spa parts. Items are also inspected during our packing process to ensure there are no physical defects or signs of damage. If you receive a damaged item, inspect the box it arrived in to determine if the damage was caused in transit (a shipping claim). If an item has an inherent defect, we will need to receive photos and details. Once received by our customer service department, we will make arrangements for the warranty claims and replacement of that item. Manufacturer warranties do not cover parts that are damaged by improper installation, acts of God (storms, electrical surges) or misuse.

Spa Parts Outpost does not warranty any of the products on our site, but most are covered by the part manufacturers. We also assume no liability for any loss, damage or injury resulting from the malfunction or improper use of an item we sell. Warranties will vary subject to the terms of the part manufacturers. Spa Part Outpost’s liability is limited specifically to the replacement of defective parts as provided by the manufacturer's warranty.

Warranties will fall under 2 categories: 1) damaged/dead on arrival or 2) failure within the covered period. Contact us with questions about warranties.
1) Damaged or Dead on Arrival: Please contact us immediately if a product in your order arrives damaged. We need to first determine if this is a warranty or shipping claim. Visibly damaged packages should be refused. We need to be notified about any shipping damage claims. Damage in transit is the responsibility of the carrier – not the manufacturer.

For product defects, email us a detailed description of the damage along with photos. Defective items will be exchanged or replaced but will not be refunded. If a part is missing, contact us so we can expedite the missing piece. Do not attempt to install or used damaged parts as they will not be returnable. If you ordered the incorrect part and attempt to install it, this may result in damage and will not be covered as a defect under manufacturer’s warranty. The part manufacturers offer the product warranties and they decide whether a claim is valid. Sometimes we can assist you over the phone to solve product or installation questions.

2) Most equipment has a warranty period of between 30 days and 1 year depending on the item and manufacturer. Some items, like pillows, come with no warranty. Contact us with questions about existing warranties for your items and for instructions on how to proceed with a claim. Warranty coverage is for inherent manufacturers defects. They will not cover items where the warranty period has expired, items that have been damaged through misuse, acts of God, improper installation, etc.

Please note that the following will result in voiding the manufacturer’s warranty and will not be covered:
• The item is visibly damaged by misuse or the serial number or manufacture date was altered.
• The item was damaged by natural causes (acts of God) including weather, floods, lighting, storms, freezing, over-heating, etc. Your homeowner policy may cover these conditions.
• The item is improperly installed or was not installed by a qualified professional as stated in the requirement of the manufacturer’s warranty.
• The item was altered mechanically, electrically or any other way.
• The item was connected to improper voltage or was damaged by electric spikes, dry fire, etc.
• The item was subjected to chemical corrosion or poor water chemistry.

If you receive an item that is considered non-returnable but you feel it is defective and covered under the manufacturer’s warranty, please contact Spa Parts Outpost. Per the standard warranty process, you will need to return the item at your expense to the address given in your return instructions. Items will inspected and may include bench-testing, verification of date of sale, matching serial numbers, physical or chemical damage, and signs of improper use or installation. Items with physical damage that is not considered an inherent manufacturers defect will not fall under the manufacturer’s warranty. If there is nothing wrong with a part returned under a warranty claim, the shipping cost is not covered for the return of the item and will be the responsibility of the customer. A bench fee may also be assessed by the factory warranty center.

Please note that a warranty issue does not entitle customer to a refund or a new part. The manufacturer will make a determination to repair or replace the item under warranty. They will not issue a refund. If the warranty claim is valid, the replacement/repaired item will be shipped back at the manufacturer’s/our expensive within 30 days.

If a replacement part is needed sooner and you are unable to wait for the factory to determine if a part is defective/send a replacement, then you will need to reorder the part. Once the factory has approved your warranty claim, you will be credited for the first item. If you are sending in an item for bench testing/warranty claim, a credit card must be on file. If a warranty claim is denied, the return shipping and any bench testing fees would be your responsibility.

Spa Parts Outpost assumes no liability for any incidental, indirect, or consequential damages or losses resulting from the use of any products listed on our website. The warranty period does not extend past the original period for any items that are replaced under warranty. Contact us for information on repair procedures / costs for any item that is past the warranty period.
Contact Spa Parts Outpost to help you resolve your warranty issue as expediently as possible. We will send you instructions on the warranty procedure since these will vary depending on the manufacturer of the product. No other warranties are expressed or implied.

Disclaimer
We suggest you use a qualified, local spa technician for all installations/repairs. You should have competent knowledge of electricity, plumbing, and industry standard safety precautions should you choose to work on your own equipment. You should also possess and know how to use the proper testing equipment. Any information obtained throughout this website shall be utilized AT YOUR OWN RISK! Spa Parts Outpost will not be held liable for any injuries or damage that may result from the troubleshooting, installation, or ineffective results from of parts or equipment you repair or replace.

These policies and procedures are subject to change without notice. These policies and procedures replace and supersede any previous policies and procedures. You agree to the above terms when you purchase items on our website.

Returns & Warranty

The spa industry is constantly changing, as are the players/manufacturers within the industry. It may not be possible to look up parts for some older (pre 2002) hot tubs or for brands/manufacturers that are no longer in business. Photos on our site are representative of the parts at the time of posting, but manufactures may alter or change parts and the photos may not be the newest representation.

Cancellations

We try to ship all orders quickly. If you cancel before we ship, your order may be subject to a 3% credit card processing fee that is charged by the banks regardless of whether the order is cancelled. If you cancel after we have already shipped the product, then you will be responsible for both the outbound and the return shipping. There is no restocking fee on cancelled orders. If you are unsure what to order, please contact us for assistance before placing an order.

30 Day Satisfaction Guarantee

At Spa Parts Outpost, we want you to be completely satisfied with your purchase from us. If you have questions about your item(s), please contact us by email us at info@spapartsoutpost.ca or give us a call. Most products are covered by manufacturer's warranties.

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund, as long as the item is not a special order or non-returnable item (see below). You must request an RMA (Return Merchandise Authorization) number to return an item. Returned items are subject to a 15% restocking fee to help defer the cost of administration, shipping, packaging, materials and restocking. Shipping costs (including actual costs paid for free shipping) are non-refundable and will be deducted from refunds.

There are 3 categories for returns:

1) Incorrect product ordered by the customer: As long as the item is in new condition and is not a special order/non-returnable item (see below) you can request an RMA to return the item. You will be responsible for the cost to return the item to Spa Parts Outpost by your choice of shipping method. See more on RMAs below.

2) Incorrect product shipped by Spa Parts Outpost: We double check all outbound orders to keep mistakes to a minimum, but they can still occur. If you receive an incorrect part that is not what you ordered, send us a photo of the item you received, and we will send a return mailing label to recover the incorrect part. Once the part is mailed, we will send you the correct one. Send photos to service@spapartsoutpost.ca along with your order number and details as to what is in error. We pay the shipping charges to send you the correct item and get back the incorrect item.

3) A defective or warranty item. See details below.

RMA Requests- Return Merchandise Authorization Number

If you need to return an item, email us at info@spapartsoutpost.ca within 30 days of delivery. State the reason for return and list the item(s) you want to ship back. Provided your item is a returnable item and in new/re-sellable condition, you will be issued an RMA number. Please do not return items until you receive an RMA number and the correct return address. Be sure to follow return instructions and make sure your RMA number is included in your package. You are responsible for paying for your own shipping costs for returning your item.

We do not accept returns for special order items, items that are non-returnable (see below) or chemicals.

Refunds

All returned items must be in new and re-sellable condition. Returned items will be inspected for physical or chemical damage, product labels/serial numbers, date of sale, and signs of improper use or installation. Once your return is received, inspected, and approved, your refund will be processed. Credit will automatically be issued to your original method of payment. Your card issuer may take up to a week to post the credit to your account.

Non-Returnable Items
Spa Parts Outpost only sells new items - not refurbished, reconditioned or used items. We do not accept returns on electronics items since we cannot ensure the product was not installed, used for testing, damaged in some way, etc. We cannot resell an item to another customer if we cannot ensure it is in a new condition. Items including control panels, circuit boards, ozonators, spa packs, heaters, pumps, etc. that are purchased to try out/test/narrow down a problem are considered installations and are, therefore, non-returnable. Non-returnable items that arrive in non-working condition are usually covered by the manufacturer’s warranty. Items that are damaged in transit will have to be filed as a shipping claim. The following items are considered non-returnable:

· Items marked ‘Special Order’. These can sometimes be cancelled before they ship.

· Custom made/built to order items (i.e. spa covers).

· Electronic items including spa packs, heaters, pumps, circuit boards, control panels, ozonators, lighting systems, etc. that have been installed or hooked up in any way.

· Spa Chemicals.

· Any items that have touched water in a hot tub (installed filters, pillows, jets, filter lids, etc.) as they are no longer considered ‘in new’ condition.

Special Order Items

Special Order items cannot be returned as they are custom created for the customer once an order has been placed. Cancellations or changes to the order may not be possible. If an order can be cancelled before it is shipped, then a 15% restocking fee will apply. There are no returns or refunds once a special-order item has shipped. Hot tub covers cannot be cancelled once production has begun. Shipped covers cannot be returned but will be covered under the warranty if there is a manufacturer's defect,

Warranty and Defective Items

Since all items are tested before they leave the manufacturing facilities, it is quite rare to receive a defective pool/spa parts. Items are also inspected during our packing process to ensure there are no physical defects or signs of damage. If you receive a damaged item, inspect the box it arrived in to determine if the damage was caused in transit (a shipping claim). If an item has an inherent defect, we will need to receive photos and details. Once received by our customer service department, we will make arrangements for the warranty claims and replacement of that item. Manufacturer warranties do not cover parts that are damaged by improper installation, acts of God (storms, electrical surges) or misuse.

1) Damaged or Dead on Arrival: Please contact us immediately if a product in your order arrives damaged. We need to first determine if this is a warranty or shipping claim. Visibly damaged packages should be refused. We need to be notified about any shipping damage claims. Damage in transit is the responsibility of the carrier – not the manufacturer.

Please note that the following will result in voiding the manufacturer’s warranty and will not be covered:

· The item is visibly damaged by misuse or the serial number or manufacture date was altered.

· The item was damaged by natural causes (acts of God) including weather, floods, lighting, storms, freezing, over-heating, etc. Your homeowner policy may cover these conditions.

· The item is improperly installed or was not installed by a qualified professional as stated in the requirement of the manufacturer’s warranty.

· The item was altered mechanically, electrically or any other way.

· The item was connected to improper voltage or was damaged by electric spikes, dry fire, etc.

· The item was subjected to chemical corrosion or poor water chemistry.

Contact Spa Parts Outpost to help you resolve your warranty issue as expediently as possible. We will send you instructions on the warranty procedure since these will vary depending on the manufacturer of the product. No other warranties are expressed or implied.

Disclaimer

We suggest you use a qualified, local spa technician for all installations/repairs. You should have competent knowledge of electricity, plumbing, and industry standard safety precautions should you choose to work on your own equipment. You should also possess and know how to use the proper testing equipment. Any information obtained throughout this website shall be utilized AT YOUR OWN RISK! Spa Parts Outpost will not be held liable for any injuries or damage that may result from the troubleshooting, installation, or ineffective results from of parts or equipment you repair or replace.