Warranty Policy

Warranty Policy & Information

Our Warranty Information link is available at the top & bottom of every page of our website.

We understand warranty problems are frustrating

If something you have purchased develops a genuine fault, we understand how frustrating that can be, particularly when the product is new, but we will not tolerate any kind of abuse. We're here to help - these are pool & spa parts at the end of the day!

Unfortunately, even good-quality products can occasionally fail. That is exactly why warranties exist. Genuine product failures are uncommon, but when they happen our aim is to make the process as straightforward as possible and get the problem resolved.

We are not looking for reasons to avoid genuine warranty claims. If a product has suffered a manufacturing fault and is covered by warranty, we want to get it repaired, replaced or otherwise resolved in accordance with the manufacturer's warranty and your rights under Australian Consumer Law.

Why does the product sometimes need to be returned?

Manufacturers need to confirm what has failed and why before approving a warranty repair, replacement or refund.

Just like purchasing a product from a store and later making a warranty claim, you may need to return the product so it can be inspected. Many of our products are covered by what is known as a Return to Base warranty - see the list below for the products and brands this applies to.

Example: You buy a toaster that later develops a fault. You would return it to the store you purchased it from so it can be assessed, repaired or replaced. Return to Base warranties work in much the same way.

We will help you through the process

If you believe you have a genuine warranty issue, follow the steps below. If you are unsure, send us some photos and a description and we will help determine the next step.

Once we have what is required, we will handle the warranty process with the manufacturer or distributor where necessary.

We simply ask that communication remains respectful while we work through the claim. Abusive or threatening behaviour towards our staff will not be tolerated. See our No Abuse Policy here.

Warranty Claim Process

Step 1: Check the Warranty Period

Warranty periods and procedures vary by manufacturer. A guide to common warranty periods is provided further down this page.
If the product is still within its applicable warranty period, move to Step 2.
If you are unsure, contact us with your order number or proof of purchase and we can help.

Step 2: Help Us Confirm the Cause

Before returning an item, it is worth checking whether the problem appears to be a manufacturing fault or something external to the product.

Some common causes of problems that may not be covered by warranty include:

Corrosive water damage - this is the most common reason water-contact equipment is declined for warranty. See examples here.
Installation problems - products must be installed correctly and, where required, by suitably qualified and experienced professionals. Proof of installation may be requested.
Modifications - products should not be altered, dismantled or returned with labels, cords, seals or other components removed unless instructed.
External damage - for example, a PCB damaged by a faulty pump, incorrect wiring, power surge or another connected component.
Wearable or consumable parts - items such as some fuses, globes, seals and O-rings may have limited or no warranty depending on the product and manufacturer.
Used for the purpose it was designed for - Warranty applies where the product has been installed and used for its intended purpose and within the manufacturer's specifications.

If you're unsure, please send us a few clear photos and a description of the problem & installation before returning the item. We're happy to help assess the next step.

Step 3: Return the Item for Assessment

Where a return is required, please package the item safely and send it to:

Heater & Spa Parts
1/10 Industry Blvd
Carrum Downs VIC 3201

Please package the item carefully. Damage caused by inadequate packaging during the return journey cannot be covered as a warranty fault.

Please include:

A copy of your proof of purchase or order number
A short note describing the issue
Your name and contact details
Installer's details where relevant for electrical, plumbing or gas products

If the claim is approved as a warrantable fault, reasonable return postage costs will be reimbursed.

Reasonable return postage generally means standard Australia Post rates. Express Post, premium courier services and other upgraded freight methods are not normally reimbursed unless arranged with us beforehand.

General Warranty Periods & Information

Please refer to the manufacturer's documentation for the exact warranty period applying to your product.
You can contact us or the manufacturer for full warranty information.
Spare parts commonly carry warranty periods ranging from approximately 3 months to 1 year.
Complete products are generally covered for approximately 1 to 3 years, depending on the product and manufacturer.
Warranty remedies may include repair, replacement or refund where applicable.
Many spare parts and products are Return to Base warranties and must be returned for assessment.
Where a warranty claim is confirmed, reasonable return shipping costs are reimbursed as described above.

Common Warranty Periods by Brand

Aquaflo - 2 years. Return to Base.
AstralPool - Various. See manufacturer's warranty information.
Balboa - Controllers generally 1-2 years. Spare parts generally 1 year. Return to Base.
CG Air - 1 year. Return to Base.
Davey / SpaQuip - Electronic controls generally 2 years. Pumps generally 1 to 3 years. Spare parts generally 6 or 12 months. Return to Base where applicable. See our non-warranty guide.
Edgetec - Various. Return to Base where applicable.
EvoHeat - Various. See manufacturer's warranty information.
Gecko / Aeware - Electronic controls generally 2 years. Return to Base.
LX - Pumps and blowers generally 2 years parts. Heaters generally 1 year. Mechanical seals generally 1 year. Return to Base.
Pentair - Various. See manufacturer's warranty information.
Raypak - Gas heaters generally 3 years domestic. Spare parts generally 1 year. Return to Base where applicable.
SensaHeat - Various. See manufacturer's warranty information.
Spa-King - Various. See manufacturer's warranty information.
Tecmark - Generally 1 year.
Telsa / Vektro - Generally 1 year parts. Return to Base.
Waterco - Various. Spare parts are generally Return to Base.
Xylem / Goulds / ITT / Laing - E-10 and E-14 pumps generally 1 year parts. Return to Base.
Zodiac - Various. See manufacturer's warranty information.

Other Warranty Periods

Other complete products - generally 1 year unless the manufacturer's warranty provides a longer period.
Consumable items such as pillows, standard incandescent lamps and some pump mechanical seals - generally 7 days unless otherwise specified.
Fuses - no ongoing warranty. Fuses are tested and guaranteed operational at the time of dispatch.

If a manufacturer's current warranty differs from the general information shown above, the manufacturer's current warranty terms and your rights under Australian Consumer Law apply.

Warranty Claim General Information

Assessment of Warranty Claims

All warranty claims are assessed individually.

Where required, the product must be returned to us, the manufacturer or distributor so the cause of failure can be inspected before a warranty repair, replacement or refund is approved.

Requiring an assessment does not mean we believe your claim is invalid. Manufacturers need to determine why a product failed, particularly where electrical equipment, water chemistry, installation or other connected equipment can contribute to similar symptoms.

If the product is confirmed to have suffered a manufacturing fault within the applicable warranty period, it will be repaired, replaced or refunded as appropriate.

Where a warranty claim is approved, we aim to repair, replace with an identical or compatible product, or process the applicable refund within 15 business days of the item being returned, subject to manufacturer or distributor processing times and product availability.

What Does "Return to Base" Mean?

Return to Base means the product needs to be returned for warranty assessment rather than a technician automatically being sent to your home or business.

This is common with spare parts and equipment sold through retail stores and online retailers. Just as you may need to take a faulty appliance, tool or other product back to the store where you purchased it, some pool and spa equipment must also be returned for assessment.

The manufacturer list above identifies many of the brands where Return to Base applies.

Unless the manufacturer's warranty specifically provides otherwise, warranty coverage does not generally include:

Labour to diagnose, remove or reinstall the product
Installation or reinstallation costs
Programming or configuration costs
Technician call-out charges
Plumbing or electrical work
Other materials required to remove or reinstall the item
Express freight or premium courier costs

Initial reasonable return postage is reimbursed where the item is confirmed as a warrantable fault.

Other Costs & Consequential Loss

Unless otherwise required by law or specifically included in the manufacturer's warranty, warranty coverage relates to the faulty product itself and does not automatically include other costs associated with removing, accessing, transporting or reinstalling that product.

This may include labour, service charges, transportation, associated materials or other consequential costs resulting from the product being unavailable while it is assessed or repaired.

This warranty information applies in addition to any rights and remedies you may have under Australian Consumer Law or any other applicable law.

Equipment in Direct Contact with Water

Products used in pools and spas operate in a particularly demanding environment.

Every claim is assessed individually and in accordance with the relevant manufacturer's terms and conditions. Equipment that comes into direct contact with pool or spa water requires additional consideration because incorrect or corrosive water chemistry can damage equipment very quickly.

See our Corrosive Water Damage page for photos and examples.

Water Chemistry Is a Major Cause of Equipment Failure

Low pH, excessive chlorine or bromine, unsuitable sanitisers and other water-chemistry problems can attack metals, plastics, seals, sensors and other components.

Brands such as Davey, Balboa, Gecko, Aeware, AstralPool, Raypak, Laing, SpaNet, LX, Pentair, Zodiac and others have manufactured pool and spa equipment for many years. When unusual corrosion or chemical deterioration is present, manufacturers may inspect the affected materials to determine whether the damage was caused by the product itself or by its operating environment.

Signs of Possible Corrosive Water Damage

The following signs may indicate chemical or environmental damage rather than a manufacturing fault.

Metal Corrosion

Pool and spa equipment commonly uses materials such as stainless steel, bronze, copper, Incoloy, cupro-nickel, coated heating elements and titanium.

Corrosive or acidic water can attack these materials and may result in:

Pitting or surface corrosion
Crevice corrosion
Leaking around heater terminals
Deterioration of heater elements or heat exchangers
Electrical leakage or nuisance tripping
Blue or green discolouration of water caused by dissolved copper

Low pH is a particularly common cause because acidic water can be corrosive even when the water otherwise appears clean and clear.

Plastic Deterioration

Many pool and spa components are manufactured from materials such as ABS and glass-filled nylon.

Chemical attack can sometimes appear as:

Lightening or whitening of the plastic
Exposed glass fibres
Softening or deterioration of the material
Brittleness
Plastic that can be scraped or damaged unusually easily
Jet retaining tabs becoming brittle and breaking

O-Rings, Gaskets, Seals & Sensors

O-rings, gaskets and seals can also be affected by unsuitable water chemistry.

Signs may include:

Swelling or softening
A gummy or sticky texture
Cracking
Hardening
Dissolving or deterioration
Leakage caused by seal damage
Cloudiness, crazing or cracking of optical sensors
Calcium deposits or other mineral build-up

Testing for Corrosive Water Damage

Where chemical damage is suspected, materials can sometimes be tested using specialised methods or test kits.

Manufacturers do not necessarily perform this testing on every claim. However, where there is uncertainty or disagreement about the cause of failure, further testing or inspection may be carried out.

Common Causes of Corrosive Water

Bromine tablets or powder: Bromine products are acidic and can contribute to increasingly corrosive water if pH and Total Alkalinity are not carefully maintained. Regular water replacement is also important in spas because dissolved substances accumulate over time.

Water can still look beautifully clear while being chemically aggressive to equipment.

Chlorine tablets / Trichlor: Trichloroisocyanuric acid, commonly known as Trichlor, is highly acidic and should not be used in many portable spas unless specifically approved by the spa manufacturer. Damage associated with unsuitable chemical use may not be covered by warranty.

Low pH: Low pH is commonly caused by excessive acid use or insufficient alkalinity. Lower pH also increases the activity of chlorine and bromine and can make the water more aggressive towards metals, seals and other materials.

Calcium Hypochlorite: Some powdered chlorine products are calcium-based. Repeated use can substantially increase calcium levels because the calcium remains in the water until the pool or spa is partially or completely drained and refilled.

If you are unsure whether water chemistry has contributed to a problem, please contact us before returning the product. Photos of the affected part and recent water-test results can be extremely helpful.

A Final Note About Warranty Claims

We genuinely understand that having a product fail is frustrating. The warranty process is not there to make things difficult. It allows genuine manufacturing faults to be identified and properly repaired, replaced or otherwise resolved.

If something has genuinely failed under warranty, that is exactly what the warranty is there for.

Please provide the information required and allow us or the manufacturer to assess the product where necessary. We will help you through the process.

Heater & Spa Parts
1/10 Industry Blvd
Carrum Downs VIC 3201
Phone: 1300 418 299