returns-refunds
Returns & refunds.
Your ACL rights first. Clear rules for everything else.
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, the ACL wins.
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 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
Chillers, saunas and tubs are large freight items, so change-of-mind returns are assessed individually. Contact us within 14 days of delivery. The product must be unused, unopened and in its original packaging. Return freight is at your cost and a 20% restocking fee applies, covering the freight and handling already spent getting the unit to you.
What can be returned
| Product | Change of mind | Conditions |
|---|---|---|
| Ice Drop Chiller | Yes, if unused | Unopened, in original packaging with all parts and cables |
| Ice tubs (inflatable) | Yes, if unused | Never inflated or filled an inflated, wet tub can't be resold |
| Kiuas Dry Sauna | Yes, if unused | Unopened, in original packaging with all components |
| All-In-One, Steel & Red Pine baths | Pre-arranged only | Contact us first. Original crate and protective packaging required |
| Hemlock Sauna | Pre-arranged only | Contact us first. Original crate and protective packaging required |
What can't be returned for change of mind
- Any inflatable product that has been inflated or filled with water
- Units that have been used, modified, or aren't in their original packaging
If any of the above arrives faulty or damaged, your consumer rights apply regardless. Contact us and we'll sort it.
What it costs
| Change of mind | Faulty, damaged or not as described | |
|---|---|---|
| Return freight | Your cost | Covered by us |
| Restocking fee | 20% of product price | None |
| Outcome | Refund minus fee | Repair, replacement or refund free |
Pre-orders and made-to-order
Cancelled before dispatch: 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.