Store Policies

Return Policy

We will accept returns during the first 14 days only, but a 25% re-stocking fee will apply. Shipping charges are non-refundable. All refunds will be given as a merchandise credit, no cash/credit card refunds will be given. Please contact us for an RMA# (return merchandise authorization) & ship-to address. Do not ship to the address on the packaging. 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 14 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 14 days will not be accepted. Returned merchandise must be in resalable condition and a copy of the original invoice must be included. No cash refunds will be made. All refunds will be given as a merchandise credit.

In the rare instance that BW Spa Parts makes a shipping error, we will gladly remedy the mistake at our expense (ie- If we ship you the wrong part, we will issue a return label to send the part back & ship out the correct part to you. If you no longer would like the replacement part a 25% re-stocking fee will apply). Shipping charges are non-refundable. Product that you no longer need or product that you ordered incorrectly will be charged a 25% restocking fee no exceptions. Filters and chemicals cannot be returned. Under no circumstances will special order products be accepted for return unless there is a manufacturers defect.

Packaging Returns

There are several things you can do to ensure the safe passage of your returned goods and minimize the chances for damage. Try and use the original product boxes and bags when available.
Please pack your return well, including sufficient packing material to protect your return from damage. If you use peanuts or similar material, please bag the repair 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, and is in 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 insure your return when shipping your part back to us. Failure to do this will expose you to the cost of the product if the shipment is lost or misdirected by the carrier. BW Spa Parts, LLC will honor the original manufacturer’s warranty on the products it sells.

BW Spa Parts, LLC assumes no liability for any injury, loss or damage resulting from the improper use of or malfunction of an item we sell. 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 as date of original sale, product date codes, chemical or physical damage, and evidence of unreasonable use. Parts with physical damage are not considered warrantable.

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 warrantable will be made by the manufacturer or by BW Spa Parts, LLC as the manufacturer’s agent. All warrantable 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 warrantable will be returned to the customer, and you will be liable for any payment of replacement parts that were previously sent to support the Warranty.

Warranty Policies

BW Spa Parts will honor all Manufactures warranties and the policies set forth by the representing Manufacturer. If returning an item for warranty all shipping charges are the sole responsibility for the original purchaser. Once the warranty item is received it will be fully tested for defects. If the item is found to be faulty due to incorrect installation, abuse, chemical damage, etc. a $35.00 bench charge along with repair costs and shipping cost will be e-mailed along with a PayPal invoice for payment. If you would like to have the item fully inspected by the manufacturer we will gladly do so. Items sent back to the manufacturer usually has a turnaround period of 60-90 days. If the item is found to be under the specifications of the Manufactures warranty a replacement part will be sent to replace the defective item. Shipping charges are not included as part of the warranty.

If you have questions regarding a return (RMA Request) please e-mail us at returns@bwspaparts.com

If you have questions regarding a warranty claim please e-mail us at warranty@bwspaparts.com

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