Refund policy

At Saunas Online, we engineering custom wellness sanctuaries built to order. Because every traditional sauna kit is prepared specifically to match the unique wood types, heater models, and control systems selected during your design process, we operate under a strict No Returns policy.

Please review our policy details carefully before finalising your purchase.

1. All Sales Are Final (Change of Mind)

We do not accept returns, refunds, or exchanges for change of mind once an order has been submitted and queued for production.

  • Measure Twice, Order Once: Because a sauna is a significant structural asset, we highly recommend thoroughly measuring your designated site area (deck, concrete slab, or patio) and verifying your property's electrical capacity with a licensed electrician prior to checkout.

  • Order Modifications: If you realise you made a mistake in your configuration, please contact our team within 12 hours of placing your order. Once manufacturing and crate packaging begin, no changes can be made.

2. Damages, Defects, and Transit Protection

While we do not accept standard returns, your investment is fully protected against transit damage and manufacturing defects in strict accordance with Australian consumer guarantee laws.

  • Upon Delivery: Please inspect the exterior of your transport crate before the freight driver leaves. If there is visible damage to the outer packaging, take photos immediately and note "Damaged upon receipt" on the driver’s consignment sheet.

  • Reporting an Issue: In the rare event that you open your crate and find a structural timber panel, glass component, or electrical element is defective or damaged, contact us at info@saunasonline.au within 48 hours of delivery.

  • Our Resolution: Please include your order number and high-resolution photographs of the issue. Our logistics team will fast-track the dispatch of exact replacement parts or components directly to your property entirely at our expense.

3. Ex-Display and Promotional Items
Under no circumstances can returns, refunds, or credits be applied to clearance items, ex-display warehouse stock, or digital gift cards.

4. Wood Maintenance Disclaimer
Natural wood is a living material that reacts to extreme temperature changes and humidity inside and outside your sauna. You should expect normal weathering, minor cracking, and colour changes over time. These natural shifts do not affect the structural safety or performance of your sauna. Regular upkeep, including proper cleaning and re-applying wood sealer, is necessary to protect your investment. We are not responsible for damage or aesthetic changes caused by a lack of regular owner maintenance.

Need Assistance Before Ordering?
If you are unsure about layout configurations, wood aromas, or site preparation guidelines, our Melbourne-based specialist team is here to help. Reach out to us before checking out so we can ensure you make a completely confident investment.