Effective date: October 2026
At HotSpring Spas South Island, we want customers to be confident when purchasing through hotspringspas.live. This policy explains how returns, exchanges, faulty products and refunds are handled.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand consumer law. Commerce Commission
Change-of-Mind Returns
If you simply change your mind about a purchase, New Zealand law does not automatically require a retailer to provide a refund or exchange. Consumer Protection
However, we may accept eligible change-of-mind returns where:
You contact us within 14 days of receiving your order
The product is unused, unopened and in its original condition
All original packaging, seals, labels and accessories are intact
The product is in a condition suitable for resale
You provide proof of purchase
Approved change-of-mind returns may be refunded to the original payment method or provided as store credit at our discretion.
Original shipping charges are generally non-refundable for change-of-mind returns, and the customer is responsible for the cost and safe return of the product to us.
We recommend using a tracked courier service when returning products.
Products That Cannot Normally Be Returned for Change of Mind
For hygiene, safety, customisation or resale reasons, we do not normally accept change-of-mind returns for:
Opened or used spa chemicals
Opened water-care products
Opened sanitiser or mineral cartridges
FreshWater Salt System cartridges where the packaging or seals have been opened
Used or installed filters
Used or installed spa parts
Electrical or electronic components that have been installed or connected
Custom-made spa covers
Special-order or custom-manufactured products
Products that have been damaged after delivery
Clearance or final-sale products where clearly identified as such
These exclusions apply to change-of-mind returns only and do not remove any rights you may have if a product is faulty or does not comply with the Consumer Guarantees Act.
Faulty, Damaged or Incorrect Products
If a product is faulty, damaged, incorrectly supplied, not of acceptable quality, not fit for its intended purpose, or does not match its description, please contact us as soon as reasonably possible.
Under the Consumer Guarantees Act, consumers may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the issue. Commerce Commission
For a minor issue, we may be entitled to choose an appropriate remedy such as repairing, replacing or refunding the product, provided this is done within a reasonable time. For a substantial failure, the customer may have the right to reject the product and choose a refund or replacement. Commerce Commission
Products Damaged in Transit
If your order arrives damaged during delivery, please contact us promptly.
Where possible, please provide:
Your order number
Photographs of the damaged product
Photographs of the packaging
Photographs of the courier label
A description of the damage
Please retain the product and packaging until we advise you otherwise, as these may be required for a freight claim.
Where the damage occurred before or during delivery to you, we will work with you to provide the appropriate remedy.
Incorrect Products
If we have sent you the wrong product, please contact us before returning it.
We will arrange the appropriate return or replacement at no additional cost to you.
Please do not install, use or open sealed products if you believe the wrong item has been supplied.
Compatibility and Incorrect Parts Ordered
Spa parts, filters, headrests, cartridges and accessories can vary between models, production years and spa ranges.
If you are unsure whether a product is compatible with your spa, we strongly recommend contacting us before ordering.
Where you order the incorrect part but the product itself is not faulty, this will generally be treated as a change-of-mind return.
The product must therefore meet our change-of-mind return conditions.
If our team specifically recommended a product to you based on information you provided and the supplied product is not suitable for the agreed purpose, your rights under the Consumer Guarantees Act may apply. Consumer Protection
Used or Installed Parts
We generally cannot accept change-of-mind returns for products that have been installed, fitted, electrically connected or used.
This includes items such as:
Pumps
Heaters
Control systems
Sensors
Electrical components
Jets and plumbing components
Spa accessories
Filters
Headrests
Replacement parts
This does not affect your rights where the product itself is faulty.
Chemicals and Water-Care Products
For safety and product-integrity reasons, spa chemicals and water-care products generally cannot be returned for change of mind once:
The container has been opened
The safety seal has been broken
The product has been used
The packaging has been materially damaged
If a chemical or water-care product arrives damaged, leaking, incorrectly supplied or otherwise faulty, please contact us.
FreshWater Salt System Cartridges
FreshWater Salt System cartridges must remain unused and in their original sealed packaging to qualify for a change-of-mind return.
Once a cartridge has been installed, activated, used or removed from sealed packaging, we may be unable to accept it back for change of mind.
This does not affect your rights if the cartridge is genuinely faulty.
Custom Spa Covers
Custom spa covers are manufactured or ordered specifically to customer requirements and therefore cannot normally be cancelled or returned for change of mind once production or ordering has commenced.
Customers are responsible for checking:
Spa model
Dimensions
Colour
Hinge orientation
Skirt length
Strap placement
Any other custom specifications
before approving an order.
If a custom cover is faulty, damaged or does not match the specifications agreed with us, please contact us and we will assess the appropriate remedy.
Refund Processing
Once a return has been received and approved, refunds will generally be processed back to the original payment method.
Please allow approximately 3–10 business days after the refund has been processed for funds to appear, depending on your bank or payment provider.
Any statutory refund required under New Zealand consumer law will be provided in accordance with those requirements.
Return Shipping Costs
Where a return is due to:
A confirmed fault
An incorrect product supplied by us
Damage occurring before delivery
Another issue for which we are responsible
we will meet reasonable return or collection costs where required.
For approved change-of-mind returns, return freight is the customer's responsibility.
Inspection of Returned Products
Returned products may be inspected before a refund, replacement or credit is approved.
We may decline a change-of-mind return where the product:
Has been used
Has been installed
Is missing components
Has damaged packaging
Has been opened where hygiene or safety is relevant
Cannot reasonably be resold as new
Any assessment of a faulty product will be made consistently with our obligations under the Consumer Guarantees Act.
Misuse, Incorrect Installation or Customer Damage
A remedy may not be available where the problem has been caused by:
Misuse
Accidental damage after delivery
Incorrect installation
Failure to follow manufacturer instructions
Unauthorised modification
Incorrect chemical use
Poor water chemistry
Normal wear and tear
The CGA generally does not require a business to provide a remedy where the consumer has caused the problem through misuse or alteration. Consumer Protection
Proof of Purchase
We may ask for reasonable proof of purchase before processing a return or warranty claim.
This may include:
Order confirmation
Invoice
Receipt
Bank or card transaction
Customer account purchase history
Sale and Clearance Products
Sale and clearance items remain covered by applicable New Zealand consumer guarantees.
However, where a customer was clearly informed of a specific fault, defect or reason for discount before purchasing, that disclosed issue may affect what remedies are available in relation to that particular defect.
Change-of-mind returns may be excluded on products clearly identified as final sale or clearance.
How to Request a Return
Before returning any product, please contact us so we can provide the correct return instructions.
HotSpring Spas South Island
Website: hotspringspas.live
Email: info@wsp.co.nz
Phone: 0800 80 1004
Please include your:
Name
Order number
Product
Reason for return
Relevant photographs if the product is damaged or faulty
Please do not send products back without first contacting us.
Your New Zealand Consumer Rights
Our policies operate alongside your legal rights.
Products sold to consumers in New Zealand must generally be of acceptable quality, fit for purpose and match their description. If these guarantees are not met, consumers may be entitled to remedies including repair, replacement, refund or compensation depending on the circumstances. Consumer Protection
HotSpring Spas South Island — Experience Better.