Parts4spas customer service

Parts4Spas Customer Service, Shipping, and Returns Policy

Welcome to Splashes and Parts4Spas. This policy outlines our terms and conditions regarding order processing, delivery, returns, and safety. By placing an order with us, you agree to the terms below.

Shipping & Delivery Policy

Shipping Destinations

We ship nationwide across Australia. Additional delivery fees or carrier restrictions may apply to remote or regional locations. We currently do not offer international shipping. Orders placed with an overseas delivery address will be cancelled and subject to a processing fee to cover administrative and merchant costs.

Shipping Methods & Click-and-Collect

  • Standard Shipping: Used for most small-to-medium items via third-party carriers (including Australia Post, CouriersPlease, Northline, and Alpha Trucking).

  • Click-and-Collect (Bulky Items): Items weighing over 10kg or measuring longer than 1m are strictly available for warehouse collection only.

    • Collection Address: 5/4 Polo Avenue, Mona Vale NSW 2103 (located inside the Ken Simpson mechanics complex).

    • Important: Our warehouse is not continuously staffed. Please call us ahead of time at 02 9450 0900 to organise your pick-up day and time.

Order Processing & Stock Availability

  • Processing Time: Standard orders are typically processed within 3 business days. Processing times may extend during peak periods or depending on product availability.

  • Stock Availability: All orders are subject to availability. While we endeavour to maintain accurate inventory levels, if an item is out of stock at the time of purchase, you will be notified and refunded for the unavailable item.

Delivery Timeframes & Tracking

  • Order Tracking: Once dispatched, you will receive a confirmation email containing a tracking number to monitor your parcel directly on the carrier’s website.

  • Estimated Timeframes: Delivery timeframes are estimates provided by courier partners and are not guaranteed. Once a parcel leaves our fulfilment centre or is deposited into a parcel locker, transit times are managed entirely by the carrier.

Delivery Liability & Unattended Parcels

  • Carrier Delays & Incorrect Details: Splashes and Parts4Spas will not be liable for any loss or damage resulting from delays caused by third-party carriers, weather events, peak traffic periods, or incorrect delivery addresses provided at checkout.

  • Unattended Parcels & Theft: We are not liable for any theft or damage to parcels left unattended at your delivery address. All risk in the parcel transfers to you upon delivery, and we do not offer replacements or refunds for loss or damage occurring post-delivery.

Order Issues & Returns Policy

Damaged or Faulty Goods

If your item arrives damaged or faulty, please contact us no later than 7 days after receiving your order to organise a replacement.

Mispicked / Incorrect Items Sent

If you receive an incorrect item due to a picking error on our end, please contact us as soon as possible to organise a replacement.

Incorrect Selection, Change of Mind & Exchanges

  • No Refunds for Incorrect Choice: Please double-check product specifications, photos, and compatibility prior to ordering. We do not offer returns or refunds for a change of mind or for incorrectly selected products.

  • Exchanges: Parts may be exchanged within 30 days of purchase, provided the item is returned at your expense in its original condition. A restocking fee may apply.

  • Need Help Identifying a Part? If you are unsure which part you need, email a clear photo of your existing component to logistics@splashes.com.au so our team can assist you before you purchase.

Electrical & Safety Warning

Your safety is paramount. Spa components frequently combine high-voltage electricity and water.

CRITICAL SAFETY NOTICE: All electrical work and component installations must be performed by a licensed electrician. Splashes and Parts4Spas accept no liability for injury, damage, or equipment failure resulting from DIY installation of electrical parts.

Privacy, Security & Payments

Payment & Pricing

  • Payment Options: We accept secure credit card payments processed via Stripe and PayPal.

  • Pricing Accuracy: We make every effort to maintain correct pricing on our site; however, we reserve the right to correct errors if they occur.

Privacy Policy

  • Data Protection: We will never share, sell, or rent your personal information to third parties without your explicit permission, unless required by a court of law.

  • Information Use: Submitted information is strictly accessed by authorised personnel and contracted service providers solely to fulfil your orders, respond to inquiries, or maintain communication.

  • Email Communications: You will only receive communications from us if you have opted in, registered an account, or made a purchase.

Contact Information

  • Email: logistics@splashes.com.au

  • Phone: 02 9450 0900

  • Address: 5/4 Polo Avenue, Mona Vale, NSW, 2103