Refund policy
RETURNS & REFUNDS POLICY - This policy forms part of our Terms of Service.
Our Returns Policy is Transparent, Easy-to-Find, Clear & Fair -- It is linked on every page of our website in the Top Menu, in the Bottom Menu, and under the Important Information Links at the bottom of each page. We also ensure it's in our email signatures.
To help keep our prices so low, we provide a huge amount of technical information, photos, measurements, and product detail so you can identify the correct part before ordering. In fact, many other websites copy our information and images!
To keep things fair for everyone, including us, we do need clear Return Rules. We are not a second-hand or used-parts dealer, and we are not a “swap it and see” service. Items cannot be purchased for trial-fitting, testing, or fault diagnosis and then returned.
If you are unsure what you need, please send us clear photos and measurements before ordering. We are happy to help! We also strongly recommend using a qualified technician for diagnosis. Electrical and gas work is not DIY and must only be carried out by suitably qualified and experienced persons.
We always aim to be friendly, clear, and fair. These guidelines are simply in place to avoid confusion and help us continue offering strong pricing and helpful service to all customers.
RETURNS & ELIGIBILITY
Eligible Change of Mind / Incorrectly Ordered returns:
- Change of Mind / Incorrectly Ordered return requests must be submitted within 30 days of delivery.
- Items must be unused, uninstalled, and in original condition.
- All original packaging, labels, manuals, and included parts must be intact.
Not eligible for Change of Mind / Incorrectly Ordered returns:
- Electrical components - eg: circuit boards, controllers, heaters, heater parts, sensors, switches, fuses, transformers, touchpads, pumps, etc.
- Gas components - eg: circuit boards, sensors, manifold parts, heat exchanger, burner, igniter parts, etc.
- PVC fittings, tubing, glues, chemicals, lubricants, and consumables.
- Used, installed, connected, modified, or trial-fitted items.
- Special Order, Final Sale, and Clearance items.
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Items that are marked, dirty, damaged, missing retail packaging, or not in re-sellable “as new” condition.
HOW TO REQUEST A RETURN
To start a Change of Mind / Incorrectly Ordered return:
1. Confirm eligibility by checking the sections below before requesting
2. Email info@hasp.com.au or use our contact form and include:
- Your order number
- The reason for the return
- Photos
If approved, please pack the item securely and return it using a tracked and insured service. We are not responsible for parcels lost, undelivered, or damaged in transit.
Return address:
Heater & Spa Parts - ReturnsU1 / 10 Industry Blvd
Carrum Downs VIC 3201
RETURN FEES & SHIPPING INFO
- Option 1 - Store Credit with No Restocking Fee - Our best-value option. If you choose store credit, we will waive the restocking fee, giving you the full eligible product value as credit toward a replacement, alternative part, or future order. This is often the easiest way to keep things moving without losing value to restocking costs. Store credit issued under this option expires 12 months from the date it is issued.
- Option 2 - Refund with 15% restocking fee - This covers our real costs like payment processing, handling, time, packaging, and administration.
- Our shipping costs are not refundable.
- Return shipping is the customer’s responsibility.
REFUNDS & PROCESSING TIMES
- Over-the-counter returns are generally not refunded immediately. All returned products need to be inspected before a refund, store credit, or return outcome is confirmed.
- Time: Most refunds are processed within 5 business days after the returned item has been received and inspected.
- Method: Refunds are normally processed via the original method of payment where possible.
IMPORTANT
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All returns must be requested and approved before sending anything back.
- Unauthorised returns may be refused or returned to sender at your cost.
- Please include your order details in the parcel. Unidentified returns cannot be processed and will be disposed of in a reasonable timeframe.
- In rare cases, we may approve an exception at our sole discretion. This is uncommon and must be pre-approved.
AUSTRALIAN CONSUMER LAW
Nothing in this Returns Policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.