Refund policy

Last updated: 23 June 2026

This Refund Policy explains how Just Spas handles returns, refunds, repairs and replacements. It is to be read alongside our Terms of Service and our Warranty page.

Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If a product has:

A major failure — you are entitled to a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage.
A minor failure — we will repair the product within a reasonable time. If we fail to do so, you can choose to have the product repaired elsewhere and recover the reasonable costs, or to receive a refund or replacement.

A "major failure" includes situations where a product is significantly different from its description, unfit for purpose, unsafe, or would not have been purchased had the defect been known.

Change of mind

Spas, swim spas, saunas and ice baths are large, made-to-order or specially configured products. Because manufacturing begins shortly after your order is confirmed, we generally cannot accept returns or provide refunds for change of mind. Please consider your purchase carefully and consult our Buying Guide or our team before confirming your order.

Cancellations

Before manufacturing has started — you may cancel for a full refund of any deposit paid.
After manufacturing has started — cancellation may not be possible, or may attract a cancellation fee to cover materials, labour and freight already committed. We will discuss any costs with you transparently.
After dispatch or delivery — cancellation is not available; standard ACL rights for defective goods continue to apply.

Damage on delivery

Please inspect your delivery at the time of receipt. If you notice any visible damage:

Note the damage on the delivery paperwork before signing for the goods.
Take clear photographs of the damage and the packaging.
Contact us within 48 hours of delivery so we can arrange repair, replacement or another remedy.

Faults that appear after delivery

If a fault appears during the warranty period (typically 7 years on the shell, 5 years on pumps and electronics, and 1 year on the cabinet), please contact our support team with:

Your order or invoice number.
A description of the issue and when it started.
Photos or a short video where the issue can be seen.

We will assess the issue and arrange the appropriate remedy under both the manufacturer warranty and the ACL — which may include a service call, replacement parts, repair, or in the case of a major failure, refund or replacement.

How refunds are processed

Approved refunds are made to the original payment method (or finance provider) within a reasonable time after we have agreed the refund. Bank processing times may add several business days. If your purchase was financed, the refund will be coordinated with the finance partner and applied to your finance balance.

Return shipping

For ACL major failures, we will cover the cost of return freight where required. For other returns we agree to in writing, return freight may be at your cost. Because of the size and weight of our products, we will always coordinate freight with you and our delivery partners — please do not arrange your own freight without contacting us first.

Items that are not eligible for return

Products that have been modified, installed incorrectly, used contrary to the operating manual, or damaged by misuse, accident or external causes.
Consumables such as filters and chemicals once opened or used.
Custom configurations or special-order specifications where manufacturing has been completed.

How to make a claim

Please contact our team with your order number and a description of the issue. We will guide you through the next steps.

Nothing in this policy limits your statutory rights

Nothing in this Refund Policy is intended to exclude, restrict or modify any rights or remedies you have under the Australian Consumer Law that cannot be excluded.