Five Star Spas takes 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.
You must open your shipment immediately after receiving it to inspect that all parts ordered are correct.
Please inspect for any signs of damage. If you received damaged goods from us you must contact us within 7 days of shipping.
Returns fall into three categories:
Products may be returned because they are:
A Return Authorization (RA) must be issued by us prior to the return of any goods. This is regardless of the reason. Goods returned without an RA may be rejected.
How to create an RA:
Email: [email protected]
You have 30 days from reception of the product to return it unless damaged in transport in which case we need to be notified within 7 days of shipping. 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 unless a subsequent order to the same or greater value is placed, or alternatively a credit to that value can be placed on your account for future use within a maximum time period of 12 months. You will be responsible for the cost of the return shipment unless the return is due to return reasons 2 or 3.
Specific return notes and exclusions:
To be eligible for return, all parts must be unused and in new condition.
To be eligible for return, all chemical containers must be unopened.
To be eligible for return, all filters must be unused and still completely wrapped.
Electrical and electronic components:
Any electrical or electronic part that shows signs of having been used or fitted in any way.
Special Order Any special order; this includes but is not limited to spa covers.
Five Star Spas will not be responsible for the return of a spa cover unless there is a manufacturers defect. If a spa cover is mis-ordered or mistakenly measured Five Star Spas 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 at the time of order. 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. The measurements that you provide is what your cover is built to.
Email images of parts requiring identification
It is your responsibility to determine that the part ordered is correct. If you are unsure about a product you wish to purchase, please contact us BEFORE you order.
Do not guess what part is required. Our friendly staff are happy to assist in identifying parts via emailed images, but cannot be held responsible for misidentifying your part where the images or information supplied stop us from identifying the product or when an alternate possible match to an obsolete part is suggested.
We will provide emailed links to the part suggested for YOU to confirm identification before ordering. If you don´t want to take the risk of ordering an incorrect part, please employ a local competent spa technician to identify and carry out repairs.
Installation of purchased goods
It is assumed and required that a qualified tradesperson is employed in the installation of electrical goods. It is illegal and dangerous to carry out any electrical work without the appropriate qualifications. You must ensure that your qualified tradesman accurately identifies the required part to affect repair, as any electrical / electronic component including circuit boards purchased from us CANNOT be returned if it shows signs of installation, for reason of incorrectly ordered / no longer required.
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.
Once your return is received and inspected by the fulfilment centres (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 Five Star Spas 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.