Refund policy

Spa Parts Experts Return Policy

We want you to get the right part the first time. When something doesn’t work out, we accept returns of unused parts within 30 days of delivery, with authorization. Approved returns are subject to a 25% restocking fee plus shipping. Please review the guidelines below before you start a return.

Start with a Return Request. Every return needs authorization. Submit the Return Request Form. If you believe a part is defective, use the same form and choose the defective option. Our team will review your request and email you an RMA number with return instructions. We can’t refund returns that arrive without an RMA.
The 30-day window. Return requests must be submitted within 30 days of the delivery date. After that, we’re unable to accept a return for any reason.
Condition requirements. Returned parts must be ready to resell. That means unused, uninstalled, and in the original packaging and wrapping, with all components included and no wear, cosmetic damage or signs of installation. Please include a copy of your invoice in the box.
Parts we can’t take back.
- Special-order items
- Installed items, including circuit boards and topsides (warranty claims excepted)
- Mechanical and electrical components: fuses, transformers, sensors, flow switches, ozonators, thermostats, hi-limits, relays and contactors
- Filters removed from their original wrapping
- Chemicals, pillows and headrests
Restocking fee. A 25% restocking fee applies to all returns, including parts ordered incorrectly or no longer needed. The only exceptions are parts confirmed defective under warranty and orders where we made the error.
Shipping your return. Unless the error was ours, shipping costs in both directions are your responsibility. Use a traceable, insured carrier such as UPS, and write your RMA number clearly on the outside of the box. The shipment remains your responsibility until it arrives at our facility. Original shipping charges are not refundable.
Your refund. After your return arrives, our team inspects it. Approved refunds go back to your original payment method within 7–10 business days, less the restocking fee and shipping.
When we get it wrong. If we ship the wrong item, we’ll make it right: we’ll send you a prepaid return label and ship the correct part at no cost to you. If a part is similar but incorrect because it was selected from information or photos you provided, return shipping is your responsibility.
Orders outside the lower 48. Shipping costs in both directions are your responsibility. Orders shipped to Canada cannot be returned, so please review the product details carefully or reach out to us before you order.

A few things our technicians want you to know before you order or install

Control systems and circuit boards are not plug-and-play. Each one requires the correct component voltage setup and spa configuration. Check “Technical and Installation” on the product page, along with the wiring schematics on the back of the spa pack cover and circuit board.
Parts evolve. Manufacturers update parts without notice, and a part’s appearance can change without affecting how it works. A different look alone isn’t grounds for a return.
Identifying a part is a team effort. Documentation for some spa brands is scarce or incomplete. Our support team will work through identification with you, but the final part selection is the purchaser’s responsibility.
Prices and photos. Prices and photos represent the products we sell but may not exactly match what you receive. If a price changes before your order ships, we’ll contact you to approve the change or cancel.
Safety comes first. If you service your own equipment, you should have working knowledge of electricity, plumbing and safety practices, plus proper testing equipment. If you don’t, please contact a qualified spa technician. Information from our website, phone or email is used at your own risk.

Spa Parts Experts Warranty Policy

Every part we sell is backed by the manufacturer’s warranty, and our technicians will help you through the claim. A part is replaced under warranty once our technician diagnoses it as defective and the manufacturer approves the claim.

Start your claim. Submit the Return Request Form and choose the defective option. The claim must be within the manufacturer’s warranty period. Before you submit, please confirm the part was installed correctly and work through basic troubleshooting. In the form, describe the failure in detail and how you determined the part is at fault. Submit one form per issue, and use the email address from your order.
Diagnosis comes first. Manufacturers won’t approve a claim without a technical assessment, so one of our technicians will contact you within 2 business days. They may ask for photos, power or voltage readings, pump label details, or additional troubleshooting steps.
- Why “pump not working” isn’t enough: A pump can fail to run for many reasons other than a defect. It may be wired incorrectly or be the wrong voltage. The pump fuse or a relay on the board may have failed, there may be an incoming power issue, or there may be an airlock after a drain and fill. Diagnosis helps make sure you get the fix you actually need.
Inspection. Returned parts are inspected for date codes, date of sale, physical or chemical damage, and signs of improper use or installation.
Return authorization. Once your claim is approved, we’ll email you an RMA number and return instructions. Please don’t ship anything back without an RMA. Send your return to the address listed on your RMA.
Return shipping. For claims within 30 days of purchase, we’ll provide a prepaid return label. After 30 days, you may be responsible for return shipping if the supplier or manufacturer requires the part back.
Your replacement. Once the manufacturer confirms the defect, we’ll ship your replacement at no charge for the part or outbound shipping.
Can’t wait? If your spa needs to be back up and running sooner, you can purchase a replacement now. We’ll refund that purchase once the returned part is confirmed defective. If the returned part turns out not to be a manufacturer’s defect, it will be sent back to you at your cost, and the replacement purchase won’t be refunded.
Replacement warranty. A replacement part carries the remaining warranty of the original part. The warranty period does not restart.

What the warranty doesn’t cover

Physical damage, misuse, or improper installation or wiring
Parts with cut cords or cables
Parts outside the manufacturer’s warranty period
Invoices from third-party technicians or service providers you hired

Liability. Spa Parts Experts is not liable for any injury, damage, or loss of property or life resulting from the malfunction or incorrect use of any product we sell, or from troubleshooting or installation you perform.

Questions about a claim? Our technicians are here to help. Reach us through the Contact Us form.