Returns and Refunds

We make our returns hassle-free. If for any reason you are not 100% satisfied, we’ll do our best to promptly process your return and/or refund provided the following criteria is met:


  • You can return or refund your spa within 30 days from the purchase date if you are not satisfied. The Spa Family will refund the purchase price of the pool only, not any related costs, i.e: installation, delivery charges, shipping etc.

  • The spa pool must be in new condition (unused) and the same applies for its accessories for example filters, spa pool lids, remote control, headrests.

  • The spa pool must be in its original retail packaging such as manuals, coverings

  • Your spa pool needs to have the receipt/ proof of purchase.

  • Any shipping costs for returns must be covered by yourself, unless you are returning a damaged or faulty spa pool.


Once we have received the spa pool, we will notify you upon inspection immediately. If your return is approved, we will credit the refund to your credit card (or original method of payment) less costs of initial shipping charges. Refunds can take up to 10 working days to process.

We will send a confirmation email with the receipt of the refund.


In the rare event that you receive a damaged spa pool, please make sure to notify us of any damages within 24 hours of delivery.

For any enquiries, contact us on 09 275 2144 or email