Last updated: 30 June 2026

At Sauna Store, we want you to be confident in your purchase. If you have any concerns with your order, please contact our team and we'll work with you to find a fair and practical solution.

This policy operates alongside your rights under the Australian Consumer Law (ACL), which cannot be excluded or limited.

Change of Mind Returns

We may accept change-of-mind returns on selected products within 14 days of delivery, provided that:

• The item is unused and in as-new condition;

• It is returned in its original packaging with all accessories and documentation;

• Proof of purchase is provided; and

• The item is not excluded from return under this policy.

Change-of-mind returns are subject to approval by Sauna Store.

Unless otherwise agreed, customers are responsible for all return shipping costs and any freight charges incurred to return the goods safely.

Where a change-of-mind return is approved, any refund will exclude the original shipping or freight charges.

Products That Cannot Be Returned

We are unable to accept change-of-mind returns for:

• Custom-made or made-to-order products;

• Special-order items sourced specifically for a customer;

• Personalised products;

• Gift cards;

• Downloadable or digital products;

• Products that have been installed, used or modified;

• Products that are not returned in their original condition; or

• Clearance or final sale items, unless required under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible after receiving your delivery.

Where appropriate, please include:

• Your order number;

• A description of the issue; and

• Photographs of the product, packaging and any damage.

We will assess the issue and, where required under the Australian Consumer Law, arrange an appropriate remedy, which may include:

• Repair;

• Replacement;

• Refund; or

• Another suitable resolution agreed between both parties.

Refunds

Once a returned product has been received and inspected, we will notify you of the outcome of your return request.

Where a refund is approved, it will generally be processed back to your original payment method within 5–10 business days, although processing times may vary depending on your financial institution.

Australian Consumer Law

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

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Returns & Refund Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

Contact Us

If you have any questions about returns, refunds or warranty claims, please contact our team.

Email: hello@saunastore.com.au

Phone: (+61) 404 403 319 | 1800 439 737