Support & service
Real people, based at our Hallam, Victoria headquarters — here for warranty claims, spare parts, water care advice and everything in between, years after your spa was delivered.
Support that comes from the same factory
Buying a spa is the start of a long-term relationship. You’ll have questions over the years — some technical, some practical, some just “is this normal?”. Our team is here for all of it, with the kind of product knowledge you only get from building the spas yourself.
What we help with
Warranty claims
Up to 7 years on the shell, 5 years on pumps and electrics, 1 year on the cabinet. Send us your details and we’ll guide you through the claim.
Spare parts
Filters, covers, cover lifters, jet inserts, control panels — spare parts come straight from our Hallam factory.
Water care advice
Sanitiser levels, pH balance, cloudy water, filter cleaning — we’ll walk you through it step by step.
Service & diagnostics
Error codes, won’t-heat issues, unusual sounds. Send us a photo of the panel and we’ll diagnose.
How to get in touch
The fastest way is the form on our contact page — choose “Service & support” from the subject dropdown and tell us a bit about what’s going on. Include your model name if you know it, a photo if something’s visible, and any error codes from the control panel. The more detail you give us upfront, the quicker we can sort it.
We respond to support enquiries promptly during business hours. For straightforward water-care or spare-parts questions, the answer is often a single email reply. For more involved diagnostics, we may follow up by phone.
Warranty claims: what we need
To process a warranty claim quickly, please have ready: your name and delivery address, the model of your spa, the approximate date of purchase, and a clear description of the issue with photos if possible.
Our manufacturer warranty covers manufacturing and material defects under normal residential use. Wear and tear, accidental damage, or issues caused by improper installation or maintenance aren’t covered — but your rights under Australian Consumer Law still apply, and we’ll always help you understand where you stand.
Spare parts & accessories
Replacement filters, covers, cover lifters, jet inserts, control panels and accessories all ship from our Hallam factory — not from an overseas warehouse. That means faster turnaround and parts that actually fit your model.
The Hallam team
Our support team works alongside the engineers, factory floor staff and customer-care folks who build and deliver your spa. When you email us, you’re not getting routed to a generic call centre — you’re reaching the people who actually know our products.
It’s an old-fashioned way to run support, and we’re proud of it. The team has seen everything spas can throw at them over the years — there’s a good chance whatever you’re dealing with, they’ve helped someone through it before.
Common support questions
How long does support typically take to respond?
We aim to respond to all support enquiries within one business day. Straightforward questions are often answered the same day; involved diagnostics may take a little longer.
Do you offer on-site service?
For warranty work and certain repairs, yes — we’ll arrange the most appropriate option for your location. Most issues are actually resolved remotely with a bit of guidance, so we’ll usually start there.
My spa is out of warranty — can you still help?
Of course. We support customers years after the original warranty has expired, with diagnostic help, spare parts, and recommendations for service.
I bought my spa second-hand — can I still get parts?
Yes. As long as we can identify the model, we can supply filters, covers, jet inserts and many other parts. Send us a photo of the spa and the data plate (usually inside the cabinet) and we’ll work it out.
Need a hand right now?
Send us the details and we’ll come back to you promptly during business hours.