Terms and Conditions

Returns Policy

Products may be returned because they are:

1. Faulty or damaged in transit to you.
2. The incorrect spa or part was shipped to you.

A Return Authorisation (RA) must be issued by us prior to the return of any goods for any reason. Goods returned without an RA maybe rejected. You can create an RA by logging into your account.

• You have 30 days from reception of the product to return it unless damaged in transport in which case we need to be notified with 7 days of shipping. See below for particular product exclusions.
• All products being returned must be in new condition, and include any retail packaging, manuals, or other included items to qualify for a refund or exchange.
• We undertake to then exchange or reimburse you the price of all the products.
• You may be charged a restocking fee depending on the reason for the return unless a subsequent order to the same or greater value is placed, or alternatively a credit to that value can be placed on your account for future use within a maximum time period of 12 months. You will be responsible for the cost of the return shipment unless the return is due to return reasons 1 or 2.

Express Refunds:

Once your return is received and inspected by the fulfilment centre (usually within 10 days of receipt), your refund will be processed and a credit will be automatically applied to your credit card or original method of payment. This credit will not include any original shipping charges.

You may also check the status of your return by logging into your account and viewing your order history. We will email you a receipt confirming the credit!
Please note: Once we initiate the credit for your return, the actual date that the refund is posted to your account is determined by the company which issued the original payment. Please be patient, it may take up to two billing cycles for the credit transaction to appear on your statement.

Damaged or Defective Items:

If you receive a damaged or defective item, contact a Customer Service Representative within 30 days of delivery. Please supply the order number and item number from your original confirmation email, as well as your email address and phone number. Fisher Spas NZ will make every reasonable effort to assist you with your return.
If there is extensive damage to the carton upon delivery, contact a Customer Service Representative immediately. Please have your order number available when you call.

Warranty failure request or parts broken in transit:

Faulty goods will be returned and examined for warranty. Warranties will only be given for failure of goods due to a manufacturing defect but not if goods are damaged due to improper handling or use.

Replacement or repair will be determined in accordance with the New Zealand Consumer Law – major & minor failure. Damage or failure as a result of any other cause is not warrantable - this includes but is not limited to poor chemical maintenance, dirt and grit fouling goods and physical damage.
Electrical and electronic components must be fitted by a qualified tradesperson to maintain warranty. Proof of installation via this person may be required for electrical warranty returns.

Ant goods returned that are found to have no fault, will be returned to you at your expense.

Return Instruction:

If you wish to return an item to Fisher Spas, please follow the instructions below.

Standard Return Shipping

1. All products must be returned in good condition, to ensure full credit. Please pack the item(s) securely in the original product packaging (if possible) and include all paperwork.
2. Before sending your return shipment, please remove all extra labels from the outside of the package.
3. Send the return package to the return address specifies on your packing slip. 
   • All return shipping charges must be prepaid.
   • We recommend that you purchase insurance for your return shipment. We can not refund, credit or exchange if your product doesn´t return back to us.
   • To receive credit, items must be returned within 45 days of delivery.
   • You can expect a refund in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order.
   • Credit for gift returns will be issued to the original purchaser.