Terms & Conditions

Please choose carefully as we do not refund if you change your mind.

We are happy to exchange your goods within 7 days or refund in full, proof of purchase and providing the goods are in their original condition & you have the original packaging. Terms and conditions will apply.

We provide you with a comprehensive warranty for the whole of New Zealand. That includes 5 years on acrylic shell, 2 years on plumbing and jets & 2 years on the Balboa control system. The warranty does not cover gifts.

In-warranty repair will be carried out subject to warranty validation check by Service Centre Staff.

The customer may be required to submit proof of purchase for warranty validation.

If you have any problems, please contact Moana spas Customer Service Team first instead of asking your own electrician to repair, otherwise, we cannot define warranty liability.

Please send us an email with your invoice, name, product info, a short video with the problem, and serial number (the code is under one of the pillows of your spa pool). Our email address is [email protected]; our service number is 09 3033377.

In-Warranties:

For Spa pools to be held on your site subject to our service schedule;

There could be a 10-14 working day delay for repairs depending on location.

Out-Warranties:

May require a return to base and cost to be advised to the client in advance;

Will be quoted a repair cost which is to be paid on collection of goods;

Your repair quote is to be accepted before work is undertaken;

You will be advised on the completion of repair;

Moanaspas assumes no responsibility whatsoever for the storage and safe-keeping of the product. Failure to collect goods within 30 working days will deem the product unwanted, which will result in the disposal of goods. Disposal means the goods will be sold to recover the costs of repairs. The company reserves the right to act on this without notice.

Warranties May incur a non-refundable $200 + GST service charge if the service does not fit the manufacturer’s warranty. This charge is also applicable for Out Warranties. The minimum service charge is payable irrespective of whether you decline a repair quote.

We will update you on the status of your repair.

The products are accepted for service subject to internal verification. If a product is found to be tempered, misused, components removed, or impact damaged, the repair services of the product will not be covered under warranty.

Damage by force majeure. Failure to cover the spa when not in use and excessive exposure to sunlight can Damage the spa surface and accessories. Damage caused by incorrect electrical installation. Damage caused by clogged filters. Damage is caused by unapproved chemicals such as bromine or trichlor. Damage caused by rodents or termites. Damage caused by flooding. Damage caused by running the spa water above 45°C. Damage caused by installing the spa on an unsuitable surface.

The customer will be required to pay for such a case’s assessment or repair services.

By accepting a quotation for a repair, the customer agrees to pay for the repair charges after service is complete. Invoices may be passed to debt collection agencies if unpaid for extended periods of time.

All work carried out is covered by 90 days Warranty from the date of service. The warranty does not cover additional faults that may occur unrelated to the original fault.

Please refer to our full terms and conditions on our website: https://www.moanaspas.co.nz, which includes further information on costs to repair spa pool parts out of warranty.

Health Policy/Customer Awareness

Moana spas products are not medical equipment. If any of the following conditions exist, please follow your doctor’s advice or let us know before purchase:

Osteopenia or suffering from osteoporosis.

Skin disease.

Heart disease.

Wearing any electronic medical aids

Pregnancy and/or any other medical condition may require your doctor’s consultation before purchasing.

Your name, address, phone number, email address and any other information you provide to us are held in strict confidence. We collect this information to provide the services you request and understand how you use the services to improve your experience. We do not sell or share your information with anyone else.

Warranty Policy

Warranty Periods and Special Conditions

Parts (Options) and Accessories Warranty.

This part of the warranty identifies Moanaspas’s preferred approach to resolving warranty claims in relation to parts and accessories.

In-Box:

All Moana spas parts and accessories purchased together with the Moana spas product are covered under this warranty for the period specified in the table below. Generally, Moana spas will replace the defective part or accessory, which is the subject of the claim during this period.

You will only be able to claim under this warranty for lost or missing Moanaspas parts and accessories if, with your claim, you can provide satisfactory evidence that the relevant item was missing from the box or other storage packaging material originally supplied by Moana spas.

Out-Box:

Parts and accessories purchased from Authorised Moana spas Resellers and Distributors are generally covered under this warranty.

Warranty Exclusions

This section identifies what is excluded under this warranty.

For the avoidance of doubt, any and all warranties or conditions which are not guaranteed under the New Zealand Consumer Guarantees Act (as applicable) and which are not expressly included in this Warranty as additional warranties or conditions are excluded.

This Warranty does not extend to loss caused by normal wear and tear, fire, theft, vermin or insect infestation.

This Warranty does not cover damage caused by:

misuse or abusive use of the Moana spas product, including physical abuse;

incorrect operation or not following the operation instructions (as stated in the Product Operation Manual or manufacturer’s instructions provided with the Moana spas product);

improper installation;

incorrect or improper maintenance or failure to maintain the Moana spas product;

failure to clean or improper cleaning of the product;

incorrect voltage or non-authorised electrical connections;

adverse external conditions such as power surges and dips, thunderstorm activity, acts of God, acts of terrorism, damage caused by vermin, or any other act or circumstance beyond Moana spas’ control;

exposure to abnormally corrosive conditions;

use of non-authorised/non-standard, defective or incompatible parts;

repair, modification or other work carried out on the Moana spas product other than by Authorised Moana spas Service Personnel; and

Damage by force majeure.

Damage caused to spa surfaces and accessories by excessive exposure to the sun when not in use without a cover.

Damage caused by incorrect electrical installation. Damage caused by clogged filters.

Damage caused by unapproved chemicals such as bromine or trichlor.

Damage caused by rodents or termites.

Damage caused by flooding.

Damage caused by running the spa water above 45°C.

Damage caused by installing the spa on an unsuitable surface.

This Warranty does not cover Moana spas products purchased in an auction.

If the Moana spas product you are using has been rented or leased by you, the warranty is voided.

This warranty does not cover service costs in replacing and maintaining consumable parts which have ceased working through normal wear and tear.

This Warranty does not cover any defects not notified to Moana spas within the Warranty Period. However, you may also have statutory rights outside of the Warranty Period.

GENERAL TERMS AND CONDITIONS (FOR USE IN A DOMESTIC AND NOT IN A COMMERCIAL ENVIRONMENT)

The New Zealand Consumer Guarantees Act (1993) and other laws in the jurisdiction guarantee certain conditions, warranties and undertakings and give you other legal rights in relation to the quality and fitness for Moana spas consumer products sold in New Zealand.

For products sold in New Zealand, these guarantees cannot be modified nor excluded by any contract, except in those circumstances contemplated by section 43(2) of the New Zealand Consumer Guarantees Act.

You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality. You are also entitled to a replacement or refund for a major failure of the goods and compensation for any other reasonably foreseeable loss or damage. What constitutes a major failure is an objective test of reasonableness and not necessarily an individual consumer’s point of view.

Nothing in this Warranty purports to modify or exclude the conditions, warranties, undertakings, and other legal rights under the New Zealand Consumer Guarantees Act and other laws. This warranty gives you additional protection for your Moana spas consumer product and identifies a preferred approach to resolving warranty claims which will be quickest and simplest for all parties, subject to the exclusions, terms and conditions below.

Coverage and Application

Moana spas of 3/20 Owens Place, Mt Maunganui (“Moana spas”) warrants that your Moana spas consumer product:

is of acceptable quality;

does not have a latent defect.

For this warranty, an “Moana spas consumer product” is a hardware product that:

was manufactured by or on behalf of Moana spas; and

is used in a normal domestic environment, not a commercial environment; and

bears a trademark owned or used by Moana spas (generally “Moana spas, Moanaspas, Moana spa”); and

was sold by an Authorised Reseller or Distributor of Moana spas; and

was purchased in New Zealand but does not include any hardware or software which is packaged or sold with a Moana spas consumer product unless that is itself a Moana spas consumer product.

Warranty Period

The period during which this warranty is in effect will depend upon the Moana spas consumer product to which it relates. In all cases, the commencement date for the period is the actual day of purchase, as reflected on the Authorised Reseller or Distributor’s invoice/receipt provided to you. The period during which each Moana spas consumer product which is the subject of this warranty is covered is identified in product warranty details.

Warranty Claim

Suppose you consider that the Moana spas consumer product that you have purchased is not of acceptable quality, has a latent defect or is otherwise not compliant with the conditions, warranties, undertakings, and legal rights are given to you under New Zealand Law (for example, it appears faulty, or does not work at all or properly). In that case, you can make a claim under this warranty.

Except where an International Product Warranty has been provided with your Moana spas consumer product, warranty service will only be provided in the country where the Moana spas consumer product was originally purchased. For example, if you have purchased the Moana spas product within New Zealand, warranty service will be limited to New Zealand only.

If you purchased this product in New Zealand and wish to make a claim under this warranty, you should:

Email us at [email protected]. Please provide your invoice, name, product info, a short video with the problem, and serial number (the code is under one of the pillows of your spa pool) in an email; or

Call or visit your local store with your invoice and/or product;

visit https://www.moanaspas.co.nz/warranty

When you make any claim under this warranty, it is essential that you provide a copy of your proof of purchase of the Moana spas consumer product, whether in person, by email or by fax. A claim under this warranty is not formally made unless and until that proof of purchase is provided. This does not detract from your statutory rights.

You will not be able to benefit from this warranty without making a claim.

If, following receipt of a claim under this Warranty, Moana spas or its agent determine that your claim in respect of a Moana spas consumer product is valid (having regard to the terms of each product warranty details), and:

Suppose the goods can be repaired, and the failure to comply with the warranty is not a major failure or a failure of a substantial character. In that case, Moana spas or its agent will either repair the Moana spas consumer product or, if authorised by Moana spas, pay you for the cost of a repair of the Moana spas consumer product or replace the Moana spas consumer product with the same or similar product or refund you the cost of a replacement, in each case depending upon what is reasonable in the circumstances concerning Moana spas’ statutory obligations and at no cost to you.

Goods presented for repair may be replaced by refurbished goods of the same type with equal or greater functionality rather than being repaired. Refurbished parts may be used to repair the goods.

The standard Moana spas warranty periods are set out by product type in each detail. However, each claim is assessed on merits, and you may have statutory rights outside the Warranty Period. If Moanaspas provides either a replacement or refund, you immediately transfer ownership of the original Moana spas consumer product or part to Moana spas. If Moanaspas repairs the goods, you immediately transfer ownership of any residual parts to Moana spas. Any such resolution by Moana spas of a claim under your warranty does not otherwise detract from any other statutory rights you might have in the circumstances, including your right to monetary compensation for a valid claim.

If the following receipt of a claim under this Warranty, Moana spas or its agent determine that your claim in respect of a Moana spas consumer product is invalid, Moana spas may charge you for any labour, parts or transport costs incurred by Moana spas or its agent in assessing your claim.

Warranty Transferability

This warranty is not transferable to a new owner or for a product leased or rented.

Carry-In and On-Site repairs

If you wish to make a claim about a Moana spas product that you can reasonably transport to the nearest Moana spas Store to an authorised repair service centre (as directed when you first make a claim under this warranty), please bring, or send, that Moana spas product to the nearest Moana spas Store authorised service centre for assessment, the cost of which will be borne by Moana spas if your claim is determined to be valid pursuant to this warranty. Such Moana spas products do not include those products dealt with in subparagraph.

Whenever possible, the product should be returned in its original carton and packing or in packing suitable to prevent damage to the product. Moana spas will not accept responsibility for damage to the product during this transport caused by unsuitable or inadequate packing.

Make a claim under this warranty in relation to a Moana spas pool product in warranty. Moana spas or its agent will send Authorised Moana spas Service Personnel to the place where that Moana spas product is located to assess the warranty claim and, if necessary, repair the product on-site, at Moana spas’ cost.

If the customer’s product is not covered under Warranty, Moana spas may offer Repaid Services under the customer’s payment. Price Guides are below and are subject to change without notice.

Price List as Below (excl) GST

Service charge: 200+GST

Cover Lifter: 589-689+GST

Pump: 450+GST

Filter: 59+GST

In addition, if you believe it is not reasonable for you to bring or send a Moana spas product to a Moana spas Store or authorised repair service centre, Moana spas will liaise with you to determine the best way in which to inspect and, if necessary, repair the product the subject of the claim under this warranty.

Suppose this Moana spas product is located in a place greater than 50 kilometres (by road) from the nearest Moana spas Store or authorised repair service outlet. In that case, Moana spas will liaise with you to determine the best way to inspect and, if necessary, repair the product the subject of the claim under this warranty.

With an on-site visit, while Moana spas will make all efforts to fix the Moana spas product on-site, there may be instances when the product must be taken back to a Moana spas Store or an authorised repair service centre for further testing. In these circumstances, you agree to let any designated Authorised Moana spas Service Personnel pick up and take the product for further testing at the cost of Moana spas.

New Zealand exclusion

Suppose you purchased the Moana spas consumer product in New Zealand for a business. In that case, it is agreed that the provisions of the Consumer Guarantees Act 1993 do not apply following section 43(2) of the Consumer Guarantees Act.