Refund & Returns Policy – OUTR Sauna

At OUTR Sauna, we want you to be confident in your purchase. This Refund & Returns Policy explains our voluntary change-of-mind return policy and your rights where a product is faulty, damaged or otherwise does not comply with the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).

1. 30-Day Change-of-Mind Returns

OUTR Sauna offers a voluntary 30-day change-of-mind return policy on eligible products.

A request for a change-of-mind return must be made within 30 days of receiving your product.

To be eligible for a change-of-mind return, the product must be:

• Unused and unassembled
  
• Unopened where reasonably applicable
  
• In its original condition
  
• In its original packaging
  
• Complete with all parts, accessories, manuals and supplied items
  
• Free from damage, marks, modifications or signs of installation or use
  

Proof of purchase is required.

This 30-day policy is an additional benefit offered by OUTR Sauna and does not affect your rights under the Australian Consumer Law.

2. Products Not Eligible for Change-of-Mind Returns

We do not accept change-of-mind returns for:

• Custom-made or special-order products
  
• Products modified or manufactured at the customer's request
  
• Products with customer-selected modifications outside the standard advertised specification
  
• Clearance products or products expressly advertised as final sale
  
• Gift cards
  
• Products that have been assembled, installed, electrically connected or used
  
• Products damaged after delivery
  
• Products that are no longer in their original condition or packaging
  

Sale or promotional pricing does not affect your rights under the Australian Consumer Law where a product is faulty or otherwise fails to comply with a consumer guarantee.

3. Change-of-Mind Return Costs

For an approved change-of-mind return, the customer is responsible for all costs associated with returning the product to the return location nominated by OUTR Sauna.

Because saunas are large and heavy products, return freight can be significant.

Where OUTR Sauna originally paid or subsidised delivery as part of the purchase, including where delivery was advertised as “free delivery” or “delivery included,” OUTR Sauna may deduct the reasonable actual outbound freight cost incurred in delivering the product from the change-of-mind refund.

Any such freight deduction will be disclosed to the customer.

This section applies to change-of-mind returns only and does not limit any rights relating to faulty goods under the Australian Consumer Law.

4. How to Request a Return

Before returning any product, please contact:

OUTR Sauna

Email: hello@outrsauna.com.au

Please provide:

• Your name
  
• Order number
  
• Product purchased
  
• Reason for requesting the return
  
• Photographs of the product and packaging where requested
  

If your change-of-mind return is approved, we will provide instructions regarding where and how the product must be returned.

Products must not be returned to an OUTR Sauna warehouse, dispatch centre or other location without prior authorisation.

Unauthorised deliveries may be refused where the return is a voluntary change-of-mind return.

5. Inspection of Change-of-Mind Returns

All change-of-mind returns will be inspected after they are received.

If the product does not meet the eligibility requirements of this policy, including because it has been used, assembled, installed, damaged or is incomplete, OUTR Sauna may decline the voluntary change-of-mind return.

This does not affect any rights the customer may separately have under the Australian Consumer Law.

6. Refund Processing

Once an eligible return has been received and inspected, OUTR Sauna will notify you of the outcome.

Where approved, the applicable refund will be made to the original payment method, less any permitted deductions under this policy.

OUTR Sauna will generally process approved refunds within 10 business days. Your bank, card provider or payment provider may take additional time to make the funds available.

7. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact OUTR Sauna as soon as possible.

For standard, non-customised products, OUTR Sauna will generally permit cancellation prior to dispatch and refund amounts paid.

Cancellation may not be available for:

• Custom-made products
  
• Special-order products
  
• Products modified at the customer's request
  
• Products for which manufacturing or customisation has already commenced
  

Any non-refundable deposit or cancellation condition applicable to a customised or special-order product will be clearly disclosed before or at the time of purchase.

Nothing in this section limits rights available under the Australian Consumer Law.

8. Cancellation After Dispatch

Once an order has been dispatched, it cannot ordinarily be cancelled in transit.

If the customer no longer wants the product, the request will generally be treated as a change-of-mind return and the conditions in this policy will apply, including applicable outbound, return, redirection and other reasonable freight costs.

This does not apply where the return arises from rights available under the Australian Consumer Law.

9. Failed Delivery, Incorrect Address & Redelivery

Customers are responsible for providing accurate delivery information and ensuring reasonable access for delivery.

Where delivery cannot be completed because of circumstances within the customer's control, including an incorrect address, unavailable recipient, inadequate access or refusal to accept an otherwise conforming delivery, the customer may be responsible for reasonable additional freight, storage, redelivery or return-to-depot charges actually incurred.

10. Inspecting Your Sauna on Delivery

We strongly recommend inspecting the packaging and product as soon as reasonably practicable after delivery.

If the packaging appears damaged, please photograph the packaging before opening it, where possible.

If you discover freight damage, missing components, an incorrect product or another issue, contact OUTR Sauna as soon as reasonably practicable and provide photographs or video showing the issue.

Prompt notification helps us investigate freight damage with the carrier and resolve the issue more quickly.

Failure to notify OUTR Sauna within a particular number of days does not remove any rights you may have under the Australian Consumer Law.

11. Faulty Products & Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product does not comply with an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is major or minor.

For a major failure, the customer may be entitled to choose between a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.

For a minor failure, OUTR Sauna is generally entitled to choose an appropriate remedy and rectify the problem within a reasonable time. This may include repairing the product or replacing the affected component.

A fault affecting an individual component does not automatically entitle a customer to reject the entire sauna where the problem is minor and can be remedied within a reasonable time.

12. Assessment & Opportunity to Rectify

If you believe your sauna or a component is faulty, please contact OUTR Sauna with:

• Your order number or proof of purchase
  
• A detailed description of the issue
  
• Clear photographs and/or video
  
• Any other reasonably requested information relevant to assessing the issue
  

OUTR Sauna must be given a reasonable opportunity to assess the reported problem and, where permitted by the Australian Consumer Law, rectify a minor failure within a reasonable time.

Customers should not arrange third-party repairs, modifications, dismantling, relocation or replacement relating to a claimed fault before giving OUTR Sauna a reasonable opportunity to assess the issue.

OUTR Sauna will not ordinarily reimburse unauthorised third-party costs unless those costs were approved by OUTR Sauna in advance or reimbursement is otherwise required under the Australian Consumer Law.

13. Returning Large or Heavy Faulty Products

Different rules apply to faulty goods than to change-of-mind returns.

Where a product is faulty and is large, heavy, installed or otherwise difficult or costly to return, OUTR Sauna will arrange collection or otherwise meet its obligations concerning reasonable return costs where required by the Australian Consumer Law.

Where a customer reasonably incurs return costs for a product that is subsequently confirmed to have a problem covered by the Australian Consumer Law, OUTR Sauna will reimburse reasonable return costs where required by law.

Customers should contact OUTR Sauna before arranging freight for a claimed faulty sauna unless urgent circumstances make this unreasonable.

14. Freight & Cosmetic Damage

Minor freight marks or cosmetic damage do not necessarily make an entire sauna unusable or constitute a major failure.

Where an issue is minor and can be remedied within a reasonable time, OUTR Sauna may offer an appropriate remedy such as repair, replacement of the affected component or another remedy permitted under the Australian Consumer Law.

Nothing in this section limits a customer's rights where the circumstances amount to a major failure under the Australian Consumer Law.

15. Natural Timber

OUTR Sauna products incorporate natural timber.

Natural timber varies in grain, colour, knots, texture and appearance and can naturally expand, contract, check, develop fine cracks or change colour in response to heat, humidity and environmental conditions.

These natural characteristics do not, by themselves, constitute a product fault.

For outdoor products, normal weathering, fading, greying and minor timber movement can occur over time and appropriate maintenance is required.

Please refer to the OUTR Sauna Warranty and product care instructions for further information regarding timber maintenance.

16. Outdoor Saunas & Weather Exposure

Products specifically advertised by OUTR Sauna as suitable for outdoor use may be installed outdoors in accordance with their installation and maintenance instructions.

Outdoor suitability does not mean that natural timber and other materials are maintenance-free.

Customers are responsible for carrying out the reasonable maintenance specified for their product, which may include cleaning, inspection of seals and roofing, and periodic application or reapplication of appropriate timber coatings or treatments.

Damage caused by neglect, inadequate maintenance, flooding, standing water, unsuitable drainage, extreme weather or installation contrary to OUTR Sauna's instructions may not constitute a manufacturing defect.

This does not exclude any rights that cannot lawfully be excluded under the Australian Consumer Law.

17. Installation, Assembly & Electrical Work

A product is not eligible for a voluntary change-of-mind return once it has been assembled, installed, electrically connected or used.

Damage caused by incorrect customer installation, unauthorised modification or work performed contrary to supplied instructions is not considered a manufacturing defect to the extent that the installation or modification caused the damage.

Where electrical installation is required, work must be completed by a suitably licensed electrician in accordance with applicable requirements and manufacturer instructions.

Where OUTR Sauna supplies or arranges installation services as part of the customer's purchase, nothing in this policy excludes any rights the customer may have regarding those services under the Australian Consumer Law.

18. Change of Mind Is Different From a Fault

OUTR Sauna is not required to provide a refund simply because a customer:

• Changes their mind
  
• No longer wants or needs the sauna
  
• Finds another product at a lower price
  
• Changes their preferred model, colour or installation location
  
• Experiences a change in personal circumstances
  

Our 30-day change-of-mind policy is a voluntary additional benefit and is subject to the conditions set out in this policy.

19. Consumer Guarantees

Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify the consumer guarantees or any other rights or remedies that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

Consumer guarantees may continue to apply beyond any express or voluntary warranty period offered by OUTR Sauna.