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Extended Warranty and Terms and Conditions details for Spas Direct

Warranty Overview

15 Year Structural Warranty*

5 Year Acrylic Warranty*

2 Year Cabinet Structural warranty*

5 Year Jet Replacement warranty*

2 Year replacement Pump and Electrical Equipment Warranty*

2 Year replacement  Parts for Plumbing Warranty*

* subject to terms and conditions 


15 Year Structural Warranty

Southwest Spas warrants the structure of the shell against loss of water caused by defects in the workmanship and material for a period of 15 years.

5 Year Acrylic Warranty

Southwest Spas warrants against loss of water through the acrylic spa surface for a period of 5 years. Southwest Spas warrants the acrylic surface against cracking, bubbling, blistering, and delamination caused by defects in workmanship. Always place the hard cover on the Spa when not in use as warranty does not cover damage or discolouration to the acrylic surface caused by excessive heat or long exposure to the sun (UV).  Never use harsh chemicals directly on the surface of your spa as this can cause the shell to blister or crack and this will also no be covered by your warranty. Please make sure you are using the correct chemicals as spas that have received chemical abuse will not be covered under this warranty. All spas must be undercover and protected from the Sun. 

2 Year Cabinet Structural Warranty

Southwest Spas warrants the structure of the cabinet against failure to support the spa due to faulty workmanship and materials for 2 Years. Make sure your spa is on a flat and solid surface, as the warranty will not apply if your spa surface is not level.

5 Year Jet Replacement Warranty

Southwest Spas warrants the jet faces and fittings for a period of 5 years against defects in materials and workmanship. Jet faces must be returned by express post to 172 Brisbane Road, Labrador, Queensland, 4216 for inspection and replacement.  This warranty is limited to the supply of parts only no labour is included.

2 Year Pump and Electrical Equipment Warranty

Southwest Spas warrants the pump and electronic control unit against defects in workmanship and material for a period of 2 years. The warranty is limited to the supply of replacement parts only excluding labour. Stereos, speakers and control touch pad, air blowers, heaters and Ozone units are limited to 1-year parts only warranty. Air Blowers and stereos damaged by water are not covered under this warranty.

2 Year Plumbing Warranty

Southwest Spas warrants all plumbing fittings and pipework against leakage for a period of 2 years. This is a parts only warranty and excludes labour.

Conditions and exclusions

This extended warranty will be made void if any of the following occurs

There are ground movements which effects the spa;

There is a failure to handle the spa properly.

There is a failure to install the spa on a suitable hard level surface;

There is in correct water management and improper chemical use;

There is grit or foreign materials on the water and /or plumbing;

The spa is run at temperatures exceeding 45 degrees Celsius;

There is abuse misuse or neglect;

There is any unauthorised maintenance or repairs, alterations or modifications;

There is failure to provide a separate electrical circuit;

There is failure to provide correct power requirements;

The wiring and installation is not carried out by a qualified electrician;

These is use of an extension lead;

There is failure to follow manufactures requirements and specifications;

The spa shell has been exposed to the sun without water in the spa;

The filters or pipework are dirty or clogged

There are termites, pests, acts of God other acts of major or events outside the control of Southwest Spas.

There is an electrical blow out (brown out), voltage spikes or operation at 10v above or below 240v;

The spa is moved from the original position by unauthorised or unqualified people;

The spa is used for commercial purposes;

All Warranty agreements are only warranted to the original owner of the spa;

All labour related costs to be paid by the purchaser.

Coverage of Warranty

Southwest Spas extends this warranty to all new Southwest Spas purchased from a Southwest Spa Authorised dealer. The benefit of this warranty cannot be transferred.

The choice to repair or replace a defective part or spa is at the sole discretion of Southwest Spas. Where Southwest Spas elects to replace a defective part or spa, a suitable product of equal or greater value may be used. This will not include shipping costs.

The warranty period for any repairs or replacements will expire on the same date as the original warranty from date of original purchase.

If onsite repairs are required, the purchaser is responsible for providing full access to the spa for warranty service. If the purchaser lives further than 50km from the dealer whom the spa was purchased from, or if warranty work is carried out by a service agent other than the dealer that the spa was purchased from the customer will be charged for travel and transport costs.  Labour service fees are not included in the warranty.  All labour related costs must be paid to the service company directly. 


Southwest Spas or its dealers will not be liable for any incidental or consequential losses or injuries including, but not limited to, any building related costs. In no circumstance shall the liability be greater than the amount paid for the product by the customer. The warranty expressions specified exclude another implied or oral undertakings.

The warranty period starts from the date of delivery.

Claim Procedure

In order to make a parts claim under this extended warranty please visit www.spasdirectsupport.com 

Contact details of your local stores are displayed on our website.  Please refer to all terms and conditions of the website for further warranty conditions www.southwestspa.net/terms



Website Prices and descriptions are subject to change without notice.


The delivery times provided by Southwest Spas are estimates only. Southwest Spas will not be held accountable for late deliveries or loss or damage relating to late deliveries. In the event that multiple items are ordered, part deliveries may be made where stock is not available. All reasonable attempts to notify you will be made using the details you provided. Please ensure you enter the correct delivery address. Southwest Spas can not be held responsible for incorrectly entered delivery addresses. All swim spas or special orders and can take up to 18 weeks from the date of order to the final arrival into the warehouse. All items dispatched from our warehouse are inspected prior to loading. We do not offer transit insurance. Once the product is available at the warehouse you are required to collect the item within 7 days. In the event this does not happen there is a storage charge added to the account.  Storage of a spa is $5.00 per day. Storage of a swim spa  $10.00 per day or per items stored. 

All deliveries and completed by a third party delivery company. Southwest spas / spas direct are not responsible for delays regarding delivery. Note there is no transit insurance. All delivery fees must be paid directly to the delivery company.   In the event the delivery fee has been paid direct to the company it is noted by the purchaser that spas direct take no responsibilty for delays or delivery damages. 

PAYMENTS - All orders placed online via the website or over the telephone require a deposit of 30% of the total order value once the order is confirmed. All final payments must be paid and cleared 7 days after the date of order or when the order in confirmed. Payments can be made by Direct Deposit, Bank Cheque, Cash, or Visa or MasterCard Credit Card & American Express credit card payments and PayPal payments are accepted however there is a 2.5% surcharge added to the transaction.   All Prices shown in RED throughout the website or discounted Spas and Swim Spas must be paid within 7 days of the invoice date.  Failure to settle the invoice will incurr a surcharge of 25% of the total invoice unless agreed in writing prior to the order been placed.  Discounted prices are shown in red accross this website.

PAYPAL ONLINE ORDERS ONLY .  - All PayPal online orders placed online do not include delivery to the purchaser.  All online orders placed through this website are collection items only from the nearest warehouse address. Please request a delivery quote before ordering online.

All PayPal online orders that are to be collected will be available for collection within 18 weeks of purchase from the nearest local warehouse within 15 km of the buyers address. In the event the item (s) ordered are not available within 7 days you will be advised by email.   Special custom orders take 26 weeks from the date of purchase. Special offers and Swim Spa orders take up to 18 weeks.

DELIVERY - In the event you would like to have your purchase delivered, please contact us for a separate delivery quote which is not included with all online orders or prices  shown throughout the website.

Delivery fees are paid directly to the delivery company.  Delivery is subject to access. In the event extra lifting equipment is required such as a crane or hihab, this will need to be paid directly to the delivery company.

In the event the product has to be stored in our warehouse there will storage fees. The cost to store a spa is $5.00 per day. The cost to store a swim spa is $10.00 per day up to 4.5 metres in lenght. Storage fees must be paid prior to dispatch. 

All products can be collected from the warehouses in Sydney, Perth, Melbourne and Brisbane subject to been in stock. All other locations will incurr a delivery fee or transfer fee. The prices shown throughout this website exclude transfer fees to other warehouses. please visit www.southwestspa.net/delivery 


The Company does not carry out the deliveries for spas or swim spas.  The sale of a spa or swim is sold on the basis of a supply and collect basis only from the nomitated warehouse.  In the event the spa is damaged due to delivery it will not be the responsiblity of the company to arrange to fix or repair the issue.   Any repairs or issues must be taken up with the delivery company or transport company employed by the client.  In the event the payment for delivery is paid to the company this does not consitute a contract for a delivery.  By arranging delivery of a spa or swim spa with the company does not mean we have a contract for delivery.    The delivery is between the client and the delivery company only and has nothing to do with the spa purchase. 

All spa delivered must comply with local Pool regulations in each state.  It is the responsiblity of the purchaser to organse the correct fencing. In the event the ordered is cancelled by the purchaser, please refer to cancellation policy.

PLEASE NOTE: It is up to the customer to dispose of any packing materials upon delivery of your spa or swim spa. Delivery drivers or companies will not take any rubbish away.

To arrange collection of your Spa please contact Lisa 0437 250 007 48hr prior to advise date that you will be collecting so that warehouse can be notified. Please note that you must have enclosed footwear and a hi-visible shirt/vest on to collect your spa, failure to do so will result in warehouse not loading Spa and you will be turned away. Please note that Spas Direct does not offer Transit Insurance.


Panels damaged during delivery or reported after collection can be reordered and replaced. Please allow up to 14 weeks from time of order. Please note that they can only be collected from the Brisbane warehouse. Postage and packing fees will apply of $80.00 per panel. Please visit the supprt page www.spasdirectsupport.com to register 


The ABS Bottom base is designed as protection for the internal parts of the  spa during transportation. In the event that the ABS Bottom base becomes damaged durung transportation it can be replaced if required at a cost of $495 excluding postage and packing. Please allow up to 14 weeks for a replacement.  Please visit the supprt pagewww.spasdirectsupport.com to register 


Any replacement parts required under the extended 24 months replacement parts warranty are supplied free of charge and excludes shipping subject to all terms been met as listed on this page. All faulty parts must be sent to Southwest Spas, 172 Brisbane Road, Labrador, QLD 4216 by express post only and once recieved and tested the part will be exchanged for on a part by part basis.  Shipping costs are not included and must be paid by the purchaser. Please visit the supprt page www.spasdirectsupport.com to register.

CANCELLATION -  In the event of cancellation after the order is placed we charge 50% of the invoice price if the order is allowed to be cancelled. If the Order is cancelled all refunds will be refunded in 60 days from the final date of requesting cancellation.  All cancellations must be in writing only to 172 Brisbane Road, Labrador, Queensland 4216. If the cancelation is accepted the refund will be issued less our costs. 

OPTIONAL LABOUR WARRANTY -  all standard warranties offered by our company are Parts only. A labour warranty is not included. If you would like to upgrade your spa warranty to include labour warranty please order this at the time of registering your online warranty here. ( www.southwestspa.net/warranty ).  All warranties must be registered within 7 days from the date of delivery. The cost of a  24 month labour warranty is $1990.00 which offers an onsite service and installation of replacement parts.

LABOUR WARRANTY. We offer a 30 day labour from the day of delivery. All issues must be reported within this time by email to www.spasdirectsupport.com and must include the serial number, invoice number and full contact details.    All labour related warranty claims must be submitted within 30 days to www.spasdirectsupport.com . Please include the serial number of your product, invoice number, and full contact details.   All Labour related warranty claims please refer the optional labour warranty. In the event The service call is deemed a user error, or could be managed by the purchaser there will be a service admin charge to cover the related service call out fee. The 30 day labour warranty applies to products delivered within 100 km round trip. In the event the kilometers is over this a charge of $2.00 per km is charged over 100km for a return trip. Service call out fees are charged after 30 days at the rate of $220 plus GST and $50 per 15 mintues thereafter up to 100km in a round trip.  Excess KM are charged at $2.00 per Km. Service call out fees are paid directly to the service company.

STANDARD PARTS WARRANTY- we offer a full 30 day replacement parts only warranty from the date of delivery. Any issues must be reported within this period for issues to be claimed under this warranty from the company. In the event the issue is reported after this period all parts will be chargable. The parts warranty can be extended up to 24 months if required.  Please visit the supprt page www.spasdirectsupport.com to register.

EXTENDED PARTS WARRANTY- We offer an extended parts warranty up to 24 months from the date of purchase.  The offer of this extended parts warranty is subject to all balances been paid in full on time, and all other terms and conditions being met as listed on this page. This extended parts warranty can be cancelled by either party at any time with no notice given. In the event the parts only warranty is cancelled you may be advised in writing by the email address we have provided on file. Unresolved Warranty or Delivery issues. - please only send these through the offical company  support page www.spasdirectsupport.com to register.  The extended warranty is Free . This extended parts warranty does not apply to filters, headrests, remote controls, dvd players, or TVs. 

SURFACE ACRYLIC WARRANTY - The spa or swim spa should not be left outside in direct sunlight uncovered with NO water.  In the event the acrylic surface becomes blistered due to the above it will void the warranty on the acrylic.   In the event the spa is delivered with surface acrylic blister and reported within 24 hours on the support page www.spasdirectsupport.com it will be replaced within 60 days. Exlcuding delivery and set up costs.   Note we do not offer transit insurance.  It the event it is reported after 24 hours this is not covered under the warranty. 

All Spas should be placed undercover to stop acrylic surface becoming affected by UV exposure. 1% of non white products supplied may be affected. This is not covered under our warranty. 

Timber Gazebos and Timber Products -  All timber related products carry no warranty due to the elements.  All timber supplied products must be treated and stained once every 3 months to maintain the original appearance.   

SPECIAL OFFER DISCOUNTED PRICES  - These are only offered on Payment in full 7 days after the order is placed.  Special offer discounted prices are shown in red throughout the website.  These prices exclude interest free finance.  


Interest free finance is available at the regular prices shown throughout the website.  www.southwestspa.net/interest-free-finance

12 MONTHS LAY-BY , Lay-by is available after 15% deposit.  Must be paid within 12 months. Regular payments must be made. The product will be delivered once paid in full. 

Warranty on DVD players, TVs & radios and remotes.  Any spa thats comes with the TV has a warranty for 12 months.  The warranty is parts only. All faulty parts must be returned to the company for testing.  The warranty does not include the set up of the TV.  To receive local TV channels or radio channels you will need to add a digital set top box and attenta which is NOT included.  


Southwest spas reserves the right to vary, alter or amend these Terms and Conditions from time to time without notice. Any provision in this Agreement that is unenforceable under any applicable law or any jurisdiction shall as to such jurisdiction be ineffective without affecting any other provision of this Agreement. The proper law of this Agreement shall be the law of the State of Queensland.


These Terms and Condition and the spas direct or southwest spa website provide general information about spas direct and the products and services it offers. The information contained in these Terms and Conditions are on the spas direct website have been prepared solely for the purpose of providing information about spas direct and the services and products it offers.

Spas direct reserves the right to change, delete or move any of the material on the spas direct / southwest spa website at any time without notice.

We reserve the right to improve our product without notice, therefore specifications are subject to change without notice. Images are for illustration purposes only.

Spas direct and its affiliates shall not be liable to the Customer or any third parties for any direct, indirect, special, consequential or punitive damages allegedly sustained arising out of the Customer’s access to or inability to access the spas direct / southwest spas website and/or online ordering service. This includes viruses alleged to have been obtained from the spas direct website, fraudulent credit card charges allegedly caused due to the Customer’s use of their credit card on the spas direct online ordering system, the Customer’s use of or reliance on the spas direct website or any of the information or materials available on the spas direct website, regardless of the type of claim or the nature of the cause of action.


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