At Silver Spas, we strive to ensure our customers are fully satisfied with their purchases. We understand that sometimes you may need to return a product, and we have outlined our returns policy below to make this process as straightforward as possible. Our returns policy is designed to align with New Zealand consumer laws and our warranty commitments.

Change of Mind Returns

We accept returns for change of mind within 14 days of purchase for online orders only, provided the following conditions are met:

• The product is unused and in its original condition.
• All original packaging, accessories, and manuals are included.
• Proof of purchase is provided.
• The cost of shipping the product back to our warehouse is the responsibility of the customer.

Please note that this policy does not apply to Spa, Swim Spa, and Spa Cover purchases once delivered. If these conditions are met, the product can be returned to our head office or showroom. A restocking fee of 15% of the purchase price will apply to all change-of-mind returns.

Faulty or Defective Products

If you believe your product is faulty or defective, please contact us immediately. Under New Zealand consumer law, you are entitled to a repair, replacement, or refund if the product is found to be faulty, not fit for purpose, or does not match the description. This process must align with our warranty terms as outlined below:

Assessment: Upon receiving your returned product, we will assess it to determine the fault. This may require the product to be sent to Silver Spas for further inspection.

Resolution: If the product is found to be faulty or defective and falls within our warranty coverage, we will offer a repair, replacement, or refund at no cost to you. The method of resolution will be at the discretion of Silver Spas and will be in line with our warranty terms.

Shipping Costs: If the product is found to be faulty or defective, Silver Spas will cover the cost of return shipping. If the product is not found to be faulty, you may be responsible for return shipping costs.

Steps to Return a Product

Contact Us: Reach out to our customer support team via phone or email to initiate a return. Please provide your proof of purchase and details of the issue.

Prepare Your Product: Ensure the product is securely packaged to avoid damage during transit. Include all original packaging, accessories, and proof of purchase.

Return the Product: Send the product to our head office or bring it to our showroom. Our team will guide you through the return process.

Refunds: Refunds will be processed within 10 business days of the product being received and assessed. Refunds will be issued to the original payment method. Please note that the restocking fee will be deducted from the refund for change of mind returns.

Non-Returnable Items: Certain items are not eligible for return, including:

• Custom-made or personalised products.
• Products that have been installed or modified.
• Products purchased as part of a clearance sale.

Contact Information

For any questions or to initiate a return, please contact our customer support team:
Phone: 0800 772 725
Email: salessupport@silverspas.co.nz