returns-refunds
Returns & refunds.
Your ACL rights first, then our policies on top — and the exact steps to use them.
Clear rules for everything else.
Faulty, damaged or incorrect on arrival
Inspect your delivery on arrival. If anything is damaged, faulty or not what you ordered, email us within 7 days with your order number, photos and (if possible) a short video. This is a consumer-guarantee claim, not change of mind repair, replacement or refund at no cost to you, including return freight where required. The 14-day trial window and the restocking fee below do not apply to faults.
Photos of the packaging and product taken at the door before anything is unpacked or assembled make freight claims fast and undeniable. If you can, note visible damage with the driver when signing.
Change of mind
Unfortunately due to sanitary reasons once an order is made, change of mind returns cannot be processed. This applies to ice baths and saunas, including products that have been unpacked or used. Email us at support@enhancedhuman.com.au for inquiries specific to this.
The Stainless Steel Ice Bath, the Red Pine Wood Ice Bath and the Hemlock Sauna are built and crated individually after you order, and a panel-built sauna room can't practically be returned. Those have no trial. Instead you get a free cancellation window: 72 hours from ordering, full refund, no questions. Talk to us before you order and we'll tell you honestly whether the unit fits.
What can be returned
| Product | 14 Day Trial | Conditions |
|---|---|---|
| Ice Drop Chiller | No | Unopened, in original packaging with all parts and cables |
| Ice tubs (inflatable) | No | Never inflated or filled an inflated, wet tub can't be resold |
| Kiuas Dry Sauna | No | Unopened, in original packaging with all components |
| All-In-One, Steel & Red Pine baths | No | Contact us first. Original crate and protective packaging required |
| Hemlock Sauna | No | Contact us first. Original crate and protective packaging required |
If any of the above arrives faulty or damaged, your consumer rights apply regardless. Contact us and we'll sort it.
Damage After Delivery is Different
Damage that occurs after delivery, including broken zips, torn covers or other components damaged during assembly, handling or use, is not eligible for a refund under our arrival-damage policy. However send us an email and we can assess options to provide a fix if possible.
Your rights under the Australian Consumer Law still apply, including where a product has a genuine fault that was present on delivery.
Pre-orders and made-to-order
Cancelled within 72 hours of ordering: refunded in full no fee, no questions. See cancel or change my order.
Refunds and exchanges
Once we receive and inspect an approved return, refunds go to your original payment method within 10–14 business days. Prefer an exchange? Tell us when you get in touch we can swap models once the return passes inspection, subject to stock, with any price difference refunded or invoiced.
Faults that appear later, after the return window, are a warranty matter see warranty.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights where this policy and the ACL differ.