Frequently Asked Questions
Where is my order? When will my order arrive?
Please check your email for a link titled “View My Order” or log into your account at:
https://account.heaterandspaparts.com.au
Tracking updates may take up to 48 hours. For estimated delivery times and courier info, please refer to our Shipping Policy.
I need a headrest or pillow for my spa – can you help?
Many spa headrests are no longer available. Prior to COVID, a single supplier made around 95% of headrests for Australian spas, but they closed down.
Due to the hundreds of variations and low demand, these are the only headrests currently available:
View Available Headrests & Pillows
We cannot supply any others.
Can you identify my spa?
By law, all spas sold in Australia must have a compliance plate, usually found on the spa’s cabinet. This plate lists the brand and model, which is essential for identifying parts.
If the plate is missing or unreadable, please send us clear photos of your spa and control system via our contact form—we’ll do our best to help.
I have a no-name or Chinese spa. Can you help?
Chinese spas are often difficult or impossible to support, as many manufacturers only produce short runs and discontinue parts without notice.
If you need help identifying a part, please email us with clear photos and dimensions at:
info@hasp.com.au
Can you identify this part?
Most likely, yes! Please send clear photos from several angles, along with measurements, to:
info@hasp.com.au
We’ll help you identify the part as best we can.
How do I identify what part I need?
Most electrical parts have labels or part numbers on them. Plastic fittings and some components may not.
If you’re unsure, please send us photos from multiple angles and measurements to:
info@hasp.com.au
Do you offer repair or installation services?
We do not offer on-site repairs or installations, but we do repair a limited range of products in-house.
For more details, visit:
Repairs Information
Do you offer trade or wholesale pricing?
Not really. We already offer highly competitive retail pricing and are not a wholesaler.
However, regular trade customers who purchase frequently may be eligible for further discounts over time.
There is no trade application process.
How does warranty work?
Full warranty details can be found here:
Warranty Information
Please also review this page to understand what isn’t covered (e.g. chemical or corrosive water damage):
Corrosive Water Damage
What is your Returns Policy?
You can view our full Returns & Refund Policy here:
Returns & Refund Policy
