Refund policy

PORTABLE SPAS WARRANTY

All spas supplied from Portable Spas have been manufactured with reliability and simplicity in mind. All spas and accessories have been inspected and found free of defects prior to leaving the factory.

Portable Spas warrants all Spa Models and Wicker Surround Set only, against defects in material and workmanship for a period of: ONE (1) Year 

The warranty period begins from  the date of purchase. Before processing any warranty claim, Portable Spas may require presentation of the original proof of  purchase. During the warranty period, Portable Spas will either repair or replace, at its discretion, any defective parts . Replacement products or repaired parts will be warranted for only the unexpired portion of the original warranty.

All warranty related freight costs are to be paid by the customer. The buyer is responsible for paying the shipping/freight both when returning defective parts or spa to the Portable Spas authorized service centre in Christchurch and when the repair or replacement is sent back to the customer.

Warranty Policy

  • This limited warranty does not apply to any defect resulting from negligence, accident, misuse, or other reason beyond Portable Spas reasonable control, included but not limited to: normal wear and tear, negligence or failure to follow the product instructions, improper or inadequate maintenance; connection to improper power supply; chemical water damage, loss of pool water, unauthorized product modification or repair, use for commercial purpose, fire, lightening, flood or other external causes. For more policy rules refer below.
  • Warranty will be void for any commercial or business use of Spa.
  • Where the cost of repair or replacement is not covered under the Warranty Policy, Portable Spas will advise the buyer of the cost before commencing any repairs.
  • This warranty only applies to the original purchaser and terminates upon any transfer of ownership.
  • Portable Spas will not be liable for results of cost of workmanship from unauthorized service person.
  • Please refer to the Policy Rules, items that are not included in the warranty, such as zips, punctures and water quality issues.
  • All Accessories have a 30day warranty this includes lights for the Aurora.
  • If any such defects appear or occur the Purchaser shall inform Portable Spas by notice in writing within seven days of such defect. Any such notice is required to set out the exact nature of the defect and the circumstances in which it was noticed. (please email service@portablespas.co.nz or call Dave on 027 411 2323).


Consumer Guarantees Act 1993
The Consumer Guarantees Act sets out minimum standards for goods sold on Portable Spas website. In the event that goods sold are defective, faulty or not fit for purpose, the Seller has the obligation to repair, replace or refund.

Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

Repairs
If the returned product is still under warranty, and the issue is a manufacturing fault the repair will be at Portable Spas expense. There may be an assessment fee on electrical items. If the product is out of warranty, then the Customer can still have the product repaired, however the cost of the repair will be charged to the customer. Please note that we gold spare parts for all current spas, and have some historic spare parts to support any warranty claims.

Shipping the product to Portable Spas for repair will be at the customers' expense.

Returns and Warranty
Portable spas will accept returns for faulty or defective items in line with the consumer guarantees act as long as the fault or defect is reported as soon as it occurs. You cannot claim if:

  • You used the product in a way that was outside the intended purpose/use.
  • You broke or lost the product, accidental or non-accidental damage.
  • You modified the product, and this is what caused the issue.
  • Normal wear and tear within the reasonable life of the product

Need to return your unit for warranty or repairs?
Purchase our Return Shipping Label at a hugely discounted price. This cost covers sending the unit back to Portable Spas Service Centre and the return of the item. 

Any questions on Shipping, or the Return Shipping Label, please contact our friendly team here.

 

Policy Rules

Electrical: 

  • It is important that the RCD unit attached to the spa power lead is treated with care. Although the RCD is water proof, it is not designed to withstand torrential rain or being immersed in water. Ensure the unit is protected from direct rain at all times.
  • The RCD unit connected to the spa power lead can be damaged if dropped. Please ensure during assembly / disassembly or when transporting the spa the RCD unit is not allowed to be dropped or dragged on the ground. This will damage the unit and is not covered by warranty.
  • It is important that when positioning the spa outside that water is not allowed to accumulate under the control box area of the spa. During bubble operation air is sucked into the blower and if water is present this will cause significant damage to the blower unit
  • If an extension lead is used to supply power to the pool it must be a Heavy Duty 10 amp rated lead.

 

Water Hygiene/Quality:

  • Water quality control is the sole responsibility of the spa owner - any issues relating to water quality are not covered by warranty.
  • It is very important that the PH of the spa water is monitored.  If the PH drops below 7.2 and the water becomes Acidic this will have an immediate impact on the life of the uPVC.  The uPVC will discolour to a greyish colour clearly indicating the presence of Acidic Water.  This will lead to deterioration of the material and joints.  This is not covered by warranty

 

Zip/Cover:

  • When closing the spa care must be taken to not “Cross Thread” the zip. To ensure long life of the zip you must not fold the lid so the zip is left in a folded state. Care must also be taken to ensure dust and pollen does not accumulate on the zip. The zip must be regularly lubricated with silicon.

 

Inflatable Spa Unit:

  • You must not under any circumstances over inflate the spa pool or the Heat Retention Bladder. It is important to understand that when the pool reaches a temperature of 38 degrees, and with the combined heat from the sun, the air inside will expand significantly thus further inflating the pool. The initial inflation must allow for this.
  • Any holes or punctures will NOT be covered under our 1-year warranty.

Service Centre: Control Unit Storage and Disposal Policy

Please note: Portable Spas New Zealand has limited storage space. Whilst we appreciate some customers may need time before they can pay for repairs, please be aware:

  • Control units awaiting repair decisions will incur a $10 storage charge from the 15th day after receipt, and every week thereafter
  • Control units in our possession for 2 months without payment or arrangements will be disposed of
  • You may choose to have your control unit returned to you, or payment arrangements can be made

We will make every effort to contact you to ensure your unit is repaired or returned before disposal.