Refund policy

Last Updated: 8 May 2026

Compliant with the Australian Consumer Law (ACL)

Returns & Refund Policy

This policy applies to purchases of accessories, chemicals, spa covers, and other smaller items from Indoor Outdoor Spas. Spa and swim spa purchases are governed separately under the terms of your Sales Agreement.

1. Your Rights Under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes your rights under the ACL.

You are entitled to a remedy if a product:

•       Is faulty or defective

•       Is not as described

•       Is not fit for its intended purpose

•       Does not match the sample or demonstration model

2. Change of Mind

We do not offer refunds or exchanges for change of mind.

At our discretion, we may offer an exchange or store credit for change of mind returns, subject to the following conditions:

•       The item is unused and in its original, unopened packaging

•       You return the item within 14 days of purchase

•       You provide proof of purchase (tax invoice or receipt)

•       The item is not a non-returnable item (see Section 5 below)

If approved, store credits are valid for 12 months from the date of issue.

3. Faulty, Damaged or Incorrectly Described Items

If your item arrives faulty, damaged in transit, or is not as described, please contact us as soon as possible and no later than 7 days of receipt.

To process your claim, we may ask you to:

•       Provide photos or video of the fault or damage

•       Provide your proof of purchase and order details

•       Describe the issue in reasonable detail

Once we have assessed your claim, we will offer an appropriate remedy as required under the Australian Consumer Law, which may include:

•       Repair of the item

•       Replacement with an identical or equivalent item

•       A refund of the purchase price

For major failures, you may choose the remedy. For minor failures, we will determine the most appropriate remedy.

4. How to Make a Return

Before returning any item, you must contact us to obtain authorisation and instructions. Unauthorised returns may be refused.

To initiate a return:

•       Contact us via phone, email or in-store

•       Provide your order number, description of the issue, and photos if applicable

•       Await our written authorisation and return instructions

Return shipping costs are your responsibility unless the item is faulty, damaged or incorrectly described, in which case we will arrange or reimburse reasonable return shipping costs.

Items must be returned in their original packaging where possible. We recommend using a tracked postage service as we are not responsible for items lost or damaged in return transit.

5. Non-Returnable Items

The following items cannot be returned or exchanged (except where required by Australian Consumer Law):

•       Used or installed products

•       Opened chemicals or water treatment products

•       Custom-order or special-order items

•       Items marked as clearance or final sale

•       Items returned without prior authorisation

6. Refund Processing

Approved refunds will be processed within 5–10 business days of our receiving and assessing the returned item. Refunds will be issued via the original payment method where possible.

7. Spa and Swim Spa Purchases

Due to the custom-order and large-item nature of spa and swim spa products, returns and cancellations for these items are subject to separate contractual terms outlined in your Sales Agreement. Please refer to your Sales Agreement or contact us for further information.

8. Contact Us

For all returns, exchanges or refund enquiries, please contact us:

•       Indoor Outdoor Spas

•       Website: indooroutdoorspas.com.au

•       Email: mail@indooroutdoorspas.com.au

•       Phone: (02) 4340 0000

•       Address: 43 Somersby Falls Road, Somersby, NSW 2250, Australia