Returns

Your product should arrive in working order and meet all of your expectations. However, we do realize that in some situations, a return may be necessary. In general, we offer a 30-day return policy on selected items, based on manufacturer/supplier return policies.  {spa packs & Jets are exchangeable only} 

All products returned MUST be 100 percent complete, contain ALL original boxes and packing materials, have original UPC codes on the manufacturer boxes, contain all manuals, blank warranty cards and other accessories and the original documentation provided by the manufacturer.

Original shipping charges will not be refunded on returned items. You are responsible for all shipping charges back to us on returned items, and we will pay the shipping charges on any replacement or exchange item(s) going back to you. If your return or replacement request is being made after 30 days from your receipt of original shipment, and that products manufacturer offers a satisfaction guarantee beyond 30 days from purchase, you will need to work directly with the manufacturer to arrange for a return or replacement.

All non-defective returns are subject to a 20% restocking fee. Your request to return must be submitted within 30 days from the invoice date for any non-defective goods and IMMEDIATELY UPON YOUR RECEIPT OF SHIPMENT for defective items (the reasonable period of lapsed time from your receipt of shipment would be 3-5 days to notify us). If your return is approved, you will be issued an RMA number (Returned Materials Authorization).

We strongly suggest that shipments to our returns warehouse be done using the FedEx or UPS so that you can get a tracking number and therefore to be certain that the shipment arrives at it's intended destination. We also recommend that you fully insure your return for its full value because, as the shipper, you are responsible for any lost or damaged goods being shipped back to us. {If any of the products have been installed they are non returnable}

No returns will be accepted without a current and valid RMA number!

Before shipping any product back to us, you must request an RMA number and the related return shipping instructions. Again, for a return to be considered, you must submit this email request within 30 days from original invoice for non-defective goods and immediately upon your inspection of the shipment for defective items.

Use of an RMA number issued by us is required so that we can fully document the RMA transaction. You will receive an email response to your RMA request within two (2) business days.

We will not issue credit for unauthorized returns. The RMA number is necessary to coordinate returns with the warehouse, with our accounting department, and with the products supplier.

If a product is returned to us without an RMA or after an RMA has expired, no refund, repair or replacement will be issued. Without a valid RMA, the product is then sent back to the customer, who is charged the return shipping costs.

Non-Defective Returns

Any item that is not being returned because it is damaged, defective or incorrectly shipped, must be FACTORY SEALED, in new and resalable condition, and include original packaging with all unmarked manuals, accessories, and warranty cards. Most manufacturers simply do not allow opened non-defective items to be returned for credit or exchange.

You will be responsible for the return shipping of non-defective products.

All non-defective returns can be authorized directly by us within 30 days from the invoice date, at our discretion for credit, or for replacement. All non-defective returns are subject to a 20% restocking fee.

NOTE: Certain manufacturers/suppliers policies are different from ours, and supersede our standard return policy. We will do our best to bring any return policy differences of our suppliers to your attention if a manufacture's policy varies from ours on a specific product, but you must then work directly with the manufacturer to arrange for a return.

Defective/DOA Returns

We want to be sure that the products you order will perform according to the manufacturer's specifications, without defects, straight out of the box. Since defects do occur upon occasion, all defective products may be returned for credit or for replacement at our discretion. The product must be defective upon receipt or upon first installation. Any defect that occurs after the product has been in use is not returnable to us. You will need to refer to the original manufacturer's warranty for return instructions. Product that does not meet personal preferences for color, size, feel, etc. cannot be considered as defective.

If part of a product is defective, please return the whole product, including all manuals and accessories, in the original packaging. We cannot accept any defective returns that are not in their original manufacturer's box, with all original package contents intact.

We ask that you ship your DOA (defective on arrival) product to us immediately upon our issuance of an RMA number, and with the freight pre-paid. We will be happy to ship you a replacement item if you desire. We will incur the freight cost of that replacement order, equal to the original shipment's method of delivery.

Refusals

We will not be liable if you order the wrong product. We provide technical specification and manufacturer part number information so that you can make an educated buying decision. Also, please check the manufacturer web sites for compatibility and technical information if there are further questions. If a delivery is refused due to customer error, the purchase price of the product will be refunded, however the customer will be charged for the freight costs.

If merchandise arrives in a damaged condition, it is best to REFUSE to accept it from the carrier that is attempting delivery. If you accept a damaged package, make sure that the damage is noted on the carrier's delivery record in order for us to file a damage claim with the carrier. Keep the merchandise AND the original outside box and packaging material that it arrived in, notify us IMMEDIATELY to arrange for a carrier inspection and a pick-up of damaged merchandise. If you do not notify us of damaged goods within the first 5 days of its arrival, our regular return policy will override any claim of damage, and will fall under all current manufacturer restrictions. Send an email to info@onlinespaparts.com to arrange for carrier inspection and a pick up of damaged merchandise.

In the event that we make a shipping error, you will be issued a in-store credit for the shipping cost.

WE have the right to refuse any return that: " is missing parts " is not returned in its original packaging " shows physical damage to the product or its packaging " does not include a valid RMA number on shipping label " has an expired RMA number " is damaged in transit or due to improper packaging

Missing or Lost Items

Missing or Lost Items: Some packages may be delayed or lost for reasons beyond our control. Please allow at least seven working days beyond anticipated delivery date before reporting any lost or missing shipments to us. If, you still have not received your product after this time, please email us at info@onlinespaparts.com to inform us of the missing product. We will initiate a trace with the carrier and issue a reference number to you. You will be emailed a Proof-of-Delivery with recipient's name, if the carrier provides one. If the carrier yields us a claim for any lost goods, we will at that time issue full credit for product(s) back to your credit card. While tracing any product, we will be happy to ship you a replacement order. This will also be billed to your credit card, and a credit will be issued for the first purchase if the original shipment has indeed been lost.