Splashes Customer Service

Splashes & Parts4Spas: Customer Service, Shipping, and Terms of Business

  1. Shipping and Delivery Policy

This policy outlines the terms and conditions regarding the shipping and delivery of products purchased through our website. By placing an order, you agree to these terms.

  1. Shipping Destinations

We currently offer shipping across Australia. Please note that shipping to remote or regional locations may be subject to additional fees or carrier restrictions.

  1. Shipping Methods & Click-and-Collect
  • Standard Shipping: Used for most small to medium items.
  • Click-and-Collect (Bulky Items): Items heavier than 10kg or longer than 1m are strictly for collection only from our warehouse:

Address: 5/4 Polo Avenue, Mona Vale NSW 2103 (Located within the Ken Simpson mechanics complex).

  • Important: Our warehouse is not always manned. You must call ahead to organise a collection day/time: 02 9450 0900.
  1. Processing Time

Orders are typically processed within 3 business days of order placement. Please note that processing times may be longer during peak seasons or due to product availability.

  1. Shipping Carriers

To ensure reliable delivery, we partner with reputable carriers including Australia Post, CouriersPlease, Northline, and Alpha Trucking. The specific carrier used depends on the size of the item and the destination.

  1. Order Tracking

Once your order has been despatched, you will receive a confirmation email containing a tracking number. You can monitor your delivery directly via the designated carrier’s website.

  1. Delivery Address & Accuracy

It is the customer’s responsibility to provide a complete and accurate delivery address. Splashes is not responsible for orders that are delayed, lost, or returned due to incorrect or incomplete address details provided at checkout.

  1. Delivery Issues
  • Lost or Damaged Shipments: If your order arrives damaged or is lost in transit, please contact us within 10 days of the estimated delivery date. We will coordinate with the carrier to arrange a replacement or refund.
  • Delayed Shipments: While we aim for rapid despatch, delivery timeframes are estimates only. We cannot be held responsible for delays caused by unforeseen courier issues or peak transit periods.
  • Incorrect Items: If you receive an item different from what you ordered, please notify us within 7 days of receipt to arrange a resolution.
  1. International Shipping

We do not offer international shipping at this stage. We currently only ship to addresses within Australia. If an order is placed with an overseas delivery address, the order will be cancelled, and a processing fee will be charged to cover administrative and merchant costs.

  1. Returns & Replacements

We want you to get your spa back up and running! To avoid frustration, we strongly recommend looking closely at the photos provided before ordering.

  • No Refunds for Incorrect Choice: Splashes does not offer refunds for incorrectly ordered parts.
  • Exchanges: We will happily exchange parts within 30 days, provided the item is returned at your expense in original condition.
  • Restocking Fee: Please note that a restocking fee may apply to returned items.
  • Unsure? If you are uncertain which part you require, please email a picture of your existing part to logistics@splashes.com.au so our team can assist you in identifying the correct replacement.
  1. Your Safety (Electrical Warning)

Your safety is our number one priority. Many spa components involve high-voltage electricity and water.

  • All electrical work must be carried out by a licensed electrician.
  • Splashes and Parts4Spas will not be held responsible for any injuries or damage resulting from DIY installation of electrical components.
  1. Privacy & Security

We respect your privacy and thank you for considering or doing business with us.

  • Data Protection: We will never share, sell, or rent individual personal information with any third party without your advance permission, unless ordered to do so by a court of law.
  • Information Access: Information submitted to us is strictly limited to employees managing this data for the purpose of contacting you or sending emails based on your request. It may also be shared with contracted service providers specifically for the purpose of maintaining our communications with you.
  1. Why did you receive an email from us?

If you receive an email from Parts4Spas or Splashes, it is because:

  • Opt-in: Your email address is listed with us as someone who has expressly shared their address for the purpose of receiving information.
  • Existing Relationship: You have registered with us, purchased goods or services, or otherwise have an existing relationship with our business.
  1. Payment & Pricing
  • Secure Payment: Payments can be made to Parts4Spas via Credit Card through Stripe or PayPal. Please select your preferred payment method during the checkout process.
  • Pricing Accuracy: We strive to ensure all pricing is accurate; however, we reserve the right to correct any errors should they occur.
  1. Contact Us
  • Email: logistics@splashes.com.au
  • Phone: 02 9450 0900
  • Address: 5/4 Polo Avenue, Mona Vale, NSW, 2103