Warranty Policy & Information
Our Warranty Info link is found at the top of every page of the website.
Warranty claims are as simple and straightforward as we can make them. While product faults are rare, they can happen — Thankfully, that’s exactly what warranties are for!
We understand how frustrating a failure can be, so we’ve made the process as easy and transparent as possible. Even if a manufacturer doesn’t cover an item, we’ll do our best to 'push back' and help where we can.
Please read this page (and the linked info) to understand what's covered. If you believe your item qualifies, just follow the steps below — we’ll handle the rest!
Please note: We understand warranty issues can be frustrating, and we're here to help you through the process. To ensure your claim is handled fairly and in line with each manufacturer's requirements, we do need to follow the steps outlined below. Thank you for your understanding. We will not tolerate any form of abuse.
Warranty Claim Process:
Step 1: Check Warranty Eligibility below
- Warranties are handled according to each manufacturer’s policy - see list further down this page.
- If your product is still within its warranty period, move to Step 2.
Step 2: Make Sure It's a Warranty Issue
We need to confirm the issue is due to a manufacturing fault. Please check:
- Corrosive water damage – the #1 reason claims are declined. See examples here.
- Installation problems – products must be installed by qualified & experienced professionals. Proof may be required.
- No modifications – parts must not be altered or missing labels, cords, seals, etc
- External damage – e.g. PCB damaged due to faulty pump or power surge.
- Wearable parts – items like fuses, globes, seals, and o-rings aren’t covered.
If you're unsure, send us a few photos and a description — we’re happy to help assess.
Step 3: Return the Item for Assessment
Please package the item safely and post it to:
Heater & Spa Parts
1/10 Industry Blvd, Carrum Downs VIC 3201
Include in the package:
- A copy of your proof of purchase
- A short note describing the issue
- Your contact details
- Installer’s details (for electrical, plumbing, or gas items)
If the claim is approved, we’ll refund your return shipping costs.
Need the part quickly?
You’re welcome to purchase a replacement upfront. Once we receive and your warranty claim is approved by the manufacturer, we’ll refund your order in full — including shipping.
General Warranty Periods & Information:
- See manufacturer's documentation for each product for Warranty periods.
- You can contact us or the manufacturer for full product warranty information.
- Spare Parts often carry 3-months to 1-year.
- Whole Products are generally 1-3 years.
- All warranties are covered to repair or replace item only.
- Many products are Return to Base for assessment. Where warranty is confirmed, reasonable return shipping costs are reimbursed. Reasonable return shipping costs generally covers standard Australia Post postage rates, and does not cover Express or other couriers.
Some Warranty Periods by Brand:
- Aquaflo - 2 years (Return to Base)
- Astralpool - Various. See link.
- Balboa Water Group - 2 years controllers / Spare Parts - 1 year (Return to Base)
- CG Air - 1 year (Return to Base)
- Davey (Spaquip) electronic controls - 2 years / Pumps - 1-3 years / Spare Parts - 6 or 12 months. Non-warranty guide. (Return to Base)
- Edgetec - Various. See link. (Return to Base)
- EvoHeat - Various. See link.
- Gecko Aeware - electronic controls - 2 years (Return to Base)
- LX - pumps and blowers - 2 years parts. Heaters - 1 Year. Mechanical seals - 1 Year. (Return to Base)
- Pentair - Various. See link.
- Raypak - 3 years domestic on heaters. 1 Year on spare parts. (Return to Base)
- SensaHeat - Various. See link.
- Spa-King - Various. See link.
- Tecmark - 1 Year
- Telsa / Vektro - 1 Year Parts - Return to Base.
- Waterco - Various. See link. Spare parts are Return to Base.
- Xylem / Goulds / ITT / Laing - E-10 & E-14 pumps - 1 year parts (Return to Base)
- Zodiac - Various. See link.
Other Warranties:
- All other Whole products - 1 year unless manufacturers warranty exceeds this.
- All consumables - Pillows, standard incandescent Lamps, pump Mechanical Seals - 7 days.
- All Fuses - No Warranty - Tested & Guaranteed at the time of despatch.
If manufacturers warranty alters and is different to that stated above, the manufacturers warranty applies.
Warranty Claim General Information:
Important: By far, the number one reason for faults in products is due to water chemistry. Bromine, low pH, High Chlorine, etc damages materials faster than anything else. All brands (eg Davey, Balboa, Gecko, Aeware, Astral, Raypak, Laing, SpaNet, LX, Pentair, Zodiac, etc) sold by us have been manufacturing equipment for decades.
If a warranty claim is approved, we will repair or send another compatible or identical product, or issue a refund within 15 business days once item is returned.
All warranty claims are subject to product return to us for inspection, or the manufacturer / distributor, to determine the cause of failure before any warranty repair or replacement can be approved. If the product is found to be defective with a manufacturing fault within the warranty period, the product will be repaired, replaced, or a refund will be given.
It is expressly understood & agree that we shall not be liable or responsible for any costs incurred for labour, services, transportation, or any other charges that may arise in connection with the removal of an item and/or installation consequential (including, but not limited to incidental or consequential damages for lost profits, lost sales, injury to person or property, or any other incidental or consequential loss) resulting from the use or inability to use the product, and the user agrees that no other remedy shall be available to it.
The maximum liability under this warranty shall not exceed the contract price of the product. This warranty applies in addition to other rights and remedies you may have under the Australian Consumer Law or any other law.
Warranty Does Not Cover:
- Initial Return Freight - Refunded if faulty item is deemed warrantable.
- Labour, Installation, Removal, Programming, etc.
- Callouts of any kind, any other work, etc. unless specified by manufacturer's warranty.
- Materials to repair or replace an item.
Equipment in Direct Contact with Water:
Each warranty is assessed individually, and abides by each manufacturer's Terms & Conditions. For equipment in direct contact with water, there are some specific & unique circumstances due to the fact that corrosive water can quickly damage equipment, within a matter of weeks. See this link for images and information about products damaged due to corrosive water.
Some signs & causes of damage that likely won't be covered by warranty:
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Metal corrosion - Spa equipment really only uses Stainless Steel, Bronze, Copper, Incolloy, Cupro-Nickel, Teflon-coatings and Titanium material for things like Impeller shafts, Mechanical Seals, Heater Elements, Heater Tubes, Heat Exchangers, etc.
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The only real cause of damage to these is due to corrosive water...Generally low pH (Acidic water). Humans often don't even notice the water having a low pH.
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On gas heaters, this can be the source of green or blueish water. This is from dissolved copper, and is the source of "green hair."
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On electrical heaters, this can show as signs of dissolved Teflon, crevice corrosion, pitting, leaking at terminals, etc. Often causes Errors and Tripping Power.
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Plastic Corrosion - many plastic parts are made of things like ABS & Glass-filled Nylon.
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Nylon in particular shows signs quickly of damage. This shows up as lightening of the plastic, glass fibres being exposed, or general dissolving. (eg, can be scraped with a fingernail).
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Jets also show signs of plastic damage by lightening, sloughing, or brittleness. (commonly causing jets to pop out, as the retainer tabs snap off.
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Other signs - O-rings, gaskets, seals & sensors - O-rings, gaskets and seals can also show signs of corrosive water in the form of Dissolving, becoming "gummy", cracking, hardening, etc. When any of these things occur, they may leak.
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Optical sensors often show signs of cloudiness or cracking.
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Signs of Calcium can also appear on equipment
Testing for Corrosive Water on Equipment:
Corrosive water can be shown by testing the materials with specialized kits where it is suspected. Manufacturers don't always do this, as they are pretty fair, but in cases where there is a disagreement, they will certainly do so.
Common causes of Corrosive Water:
Bromine tablets / powder: This is by far the biggest source of corrosive water. Bromine itself is very acidic. It can make the water look absolutely sparkling. If not kept in check by regularly emptying and refilling the spa *AND* most importantly, by keeping the pH and Total Alkalinity up it can become corrosive very quickly. Many manufacturers will instantly void warranty where signs of bromine are used.
Chlorine tablets: Trichlorisocyanuric acid ("Trichlor") should NEVER be used in a spa. It is simply far too strong, and extremely corrosive. No warranty will be valid by any manufacturer where this is used.
Generally low-pH: usually overdosing with Acids. Low pH makes Bromine & Chlorine more effective, but also damages everything else.
"Cheap" Calcium-based chlorine. Some of the cheapest chlorine on the market comes as a powder, and is called "Calcium Hypochlorite." This can be as much as 70% calcium, which never comes back out of the water. The only way to remove it is by emptying water.
