Warranty Info & Claims - Warranty Policy

Warranty claims are easy with Heater & Spa Parts! We rarely see too many manufacturing faults with products, but occasionally it happens. Thankfully, this is exactly what warranties are for! 

Having a product fail is disapointing for all of us, but we've made the warranty process as transparent and as easy as possible. We love all of our customers, and even when manufacturers may not necessarily cover a non-warranty item, we'll do our best to step in and help.

Please read the entire page (and links) for a ton of information about what is/isn't covered. Once you go through it, if you believe your item is covered, just follow the Warranty Claim Process below, and we'll take it from there!

Warranty Claim Process:

1. Check warranty information from the products manufacturer.

• Warranty is in accordance with each Manufacturer's Warranty. 
• You can check some of the warranty periods further down this page. 
• For all products purchased, the product must be returned to us for assessment. We always err on the side of our customers even when manufacturers don't.
• If your product is within the warranty period continue to the next step.

• Corrosive water voids warranty: This is the Number 1 reason for issues with products. See here for corrosive water damage examples & info.  
• Installation problem: Electrical, gas, and other items must be fitted by a qualifed & experienced person. Proof of correct installation may be required.
• Products cannot be altered in any way: Products cannot be changed or missing labels, seals, cords, and parts, etc.
• Damage caused to one part by another: Example: PCB damaged due to faulty pump, power surge, low-voltage, etc.
• Usage issue: Products are only to be used as intended by the manufacturer.
• Photos and more information may be required.
• Wearable items are not covered by Warranty: Fuses, globes, mechanical seals, o-rings, etc are not covered by warranty.

3. Return your item:

- Package Safely and Send it to: Heater & Spa Parts - 1/10 Industry Blvd - Carrum Downs Vic 3201

- Include with your product:

1. Proof of Purchase
2. Note with reason for Warranty Claim
3. Your contact information.
4. Installer's information (for plumbing, electrical, and gas related products).

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:

• Return Freight - Refunded if faulty item is deemed warrantable.
• Labour, Installation, Removal, Programming, etc.
• Callouts of any kind, any other work, etc.
• Other materials to repair or replace an item.

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.

Some Warranty Periods by Brand: 

More Info:

• 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.

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:

1. 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.

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.

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."

On electrical heaters, this can show as signs of dissolved Teflon, crevice corrosion, pitting, leaking at terminals, etc. Often causes Errors and Tripping Power.

Plastic Corrosion - many plastic parts are made of things like ABS & Glass-filled Nylon.

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.

Optical sensors often show signs of cloudiness or cracking.

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.