Warranty & Returns
Statement Of Warranty:
WWW.SPABROTHERS.COM will honor the original manufacturer's warranty on the products it sells. WWW.SPABROTHERS.COM, assumes no liability for any injury, loss or damage resulting from the improper use of or malfunction of an item we sell. WWW.SPABROTHERS.COM will assist customers who may have Manufacturer Warranty issues BUT will not be responsible for any costs associated with the process of returning or replacing warranted parts. Manufacturers determine their warranty liability not WWW.SPABROTHERS.COM. If the failure is covered by the manufacturer's warranty, the part will be repaired or replaced according to the terms of the manufacturer's warranty removal, re-installation, and freight charges to and from the company of the failed part shall be the purchaser's responsibility. WWW.SPABROTHERS.COM will assist to the best of our ability. We are not responsible for any damages incurred by the aforementioned products and all liabilities are the responsibility of the Customer and not Spa Brothers, Inc.
Our liability is limited specifically to the replacement of defective parts as provided by the manufacturer's warranty. We will examine merchandise you send to our facility for warranty as per the requirements of the manufacturer. We will look at such things a date of original sale, product date codes, chemical or physical damage, and evidence of unreasonable use. Parts with physical damage are not considered warrant able. If you receive damaged goods, please notify our customer service department immediately. Do not use or install physically damaged parts, as they will not be returnable. The final determination as to if the product is warrant-able will be made by the manufacturer. All warrant-able items will be credited to your account or replaced with a like item. In some cases, the replacement item will be a repaired and reconditioned unit. Items determined not to be warrant-able will be returned to the customer and the customer will be liable for shipping costs and any payment of replacement parts that were previously sent to support the Warranty.
Items that are returned to WWW.SPABROTHERS.COM , fall into three general categories: product that has failed in the field, product that was ordered incorrectly by the customer, and product that was sold or shipped incorrectly by us. Although we all strive to perform at the highest level possible, we know that mistakes will sometimes be made. All we ask of you is to receive an RMA number when there is a need to ship product back to us. RMAs can be started by calling or emailing us. The RMA we issue helps us prepare for the arrival of the product so when it gets here, we can deal with it quickly and efficiently. We do require that you send the product to us within 10 days after we issue the RMA, or you will be financially liable for any replacement product that was sent to you on a warranty replacement basis. Product sent to us on a RMA number older than 10 days will not be accepted. Returned merchandise must be in resalable condition and a copy of the original invoice should be included. Electronic components (circuit boards, spa side controllers, sensors, transformers, motors, contactors, blowers, heaters, ozonators, switches, lights) as well as mechanical parts and pumps are not returnable. The manufacturer will not warranty these items due to the fact that the part could be damaged from IMPROPER INSTALLATION, WATER DAMAGE OR ELECTRICAL DAMAGE DUE TO IMPROPER VOLTAGE OR WIRING. All pumps and electronic components are tested by the manufacturer to ensure that they are in proper working order prior to shipping.
PLEASE SEE NOTE BELOW ON RETURNS AND PACKAGING:
All returns will be credited to your account. No cash refunds will be made. In the rare instance that WWW.SPABROTHERS.COM makes a shipping error, we will gladly remedy the mistake at our expense.
Product that you ordered incorrectly will be subject to a 25% restocking charge. Under no circumstances will special order products be accepted for return unless there is a manufacturer defect. If this proves to be a problem for you, please discuss it with one of our sales professionals.
Packaging Your RMA Goods for Return:
There are several things you can do to ensure the safe passage of your returned goods and minimize the chances for damage. Use original product boxes and bags when available. Please pack your return well, including enough packing material to protect your return from damage. If you use peanuts or similar material, please bag the return items to prevent intrusion of peanuts into the product. Great examples are control systems, pumps and wet ends, heater assemblies, and so on. Please note that if your returned product arrives at WWW.SPABROTHERS.COM in a damaged condition due to improper packaging, you will be held liable for the cost of the product as well as any expense to either repair or return the product to you. Make sure you indicate on the shipping label that this is a return and make sure your RMA number is legibly placed on the outside of the box near the shipping label. Failure to do this will result in a substantial delay in the processing of your return! Don't forget to ensure your return when shipping it if the value is over $100.00. Failure to do this will expose you to the cost of the product if the shipment is lost or misdirected by the carrier.
Send your RMA goods to:
5925 Shady Creek Lane
Port Orange, FL 32128
Terms and Conditions:
The following Terms and Conditions apply to the use of this Web site as well as all transactions conducted through the site. Consumer Agreement: All electrical and plumbing parts we sell are intended for installation by a licensed electrician or licensed contractor. Any sales or technical advice provided by this site or our staff may not be construed to authorize or suggest anything but professional installation.
Shipping & Delivery Domestic Orders:
Due to an increase of packages being stolen, lost or delivered to the wrong address by shipper (UPS, FedEx or USPS 2-3 Priority Mail) at WWW.SPABROTHERS.COM discretion certain part orders containing motors, circuit boards, spa side controllers, special orders or other expensive parts will be shipped with Signature Required. If you do not want your order being shipped with signature required you can request that in the comment box provided in the checkout procedure prior to completing your order. If WWW.SPABROTHERS.COM honors your request, you are agreeing that WWW.SPABROTHERS.COM will not be financially responsible for any lost or stolen packages. The burden is 100% your responsibility.
WWW.SPABROTHERS.COM use UPS & United States Postal Service as our shippers of choice. As a customer you are offered shipping options in the checkout process. As a customer you are offered shipping options in the checkout process. UPS will not ship to a United States Postal PO Box. UPS also requires a valid street address. All orders are shipped within 7-10 business days with most items shipping within 48 hours. Remember both shippers utilize holiday schedules which may slow expedited shipments. Be sure to check online with the shipper of choice to make sure your package will ship as you ordered. Any UPS orders or UPS Special Orders (Overnight, 2 Day or # Day orders) received on Friday after 2:00 pm, Saturday or Sunday will ship out on that Monday. UPS does not pick up packages on the weekends. They are Monday thru Friday. Thoroughly inspect each shipment immediately upon arrival. If cartons or packages are received in short or damaged condition, notify the driver. Damaged freight or loss claims are the responsibility of the buyer. Report any incorrect or shorted shipments to WWW.SPABROTHERS.COM sales department within 7 days after receipt. WWW.SPABROTHERS.COM will not be responsible for replacement or loss after this time. You can track your package at www.ups.com or www.usps.com. Just enter your tracking number from your shipped e-mail receipt and track your package. WWW.SPABROTHERS.COM will ship your order within 7 to 10 business days. Most orders are shipped within 48 hours.
International Shipping Customer's:
WWW.SPABROTHERS.COM uses UPS & United States Postal Service as our shippers of choice. As a customer you are offered shipping options in the checkout process. Parts will be shipped when payment clears. International orders have a no return policy. All costs for warranty are assumed by the customer. The risk of loss and title for all merchandise ordered on this Web site passes to you when the merchandise is delivered to the shipping carrier. Customs and import duties are paid by the customer on International orders when the shipment reaches its destination. Such charges are the responsibility of the recipient of your order and vary from country to country. Contact your local customs office for details. When shipping outside the United States, additional charges may be applied by the shipping broker. The purchaser is the importer and all brokerage fees, duties, taxes, import fees and VATS are payable by the importer. WWW.SPABROTHERS.COM does not have the ability or the resources to compute these charges. All items are warranted only to customers in the USA (USA includes Hawaii and Alaska). Postal shipments outside of the U.S. can be attractive because of its price, however, shipments are Untraceable once they leave the United States. WWW.SPABROTHERS.COM is NOT responsible for these shipments once they leave our warehouse. USE US MAIL AT YOUR OWN RISK! Shipping laws are different in each country. It is your responsibility to check with your Customs office to verify whether the country to which you are shipping permits the shipment of your products. WWW.SPABROTHERS.COM is not responsible for any direct, indirect, punitive, or consequential damages that arise from improper international shipping practices.
FLORIDA RESIDENTS WILL BE CHARGED THE CORRECT SALES TAX FOR THEIR COUNTY
Delivery Notes For Spa Covers: Cancelling Spa Cover order.
Orders for custom-made spa covers cover may only be cancelled up to the time at which production has been started. Production normally starts the day of your order. Refusal of delivery of product does not constitute a refund. Inspect shipment for any possible damage to the cover BEFORE signing the delivery receipt. If you are unsure of the extent of possible damage to the box, open the box and inspect the cover BEFORE signing the delivery receipt. If the customer signs for a damaged spa cover, the customer is solely responsible for filing the claim with the carrier and purchasing a replacement. IF YOUR SPA COVER IS DAMAGED AT ALL, PLEASE REFUSE THE SHIPMENT. No matter what the driver may or may not tell you, you can and must refuse a damaged shipment. In the event of a refused damaged spa cover, the cover will be immediately returned to our facility for inspection and a new unit will be shipped out within 48 hours. If you properly refuse a damaged spa cover, the process is automatic requiring no further action on your part as we will file the claim on your behalf. Cancelling Spa Cover order. Orders for custom-made spa covers cover may only be cancelled up to the time at which production has been started. Production normally starts the day of your order. Refusal of delivery of product does not constitute a refund.