Refund policy
Returns & Exchanges Policy
Our Commitment to You
Buying a sauna or cold plunge system is a significant investment, and we want you to feel completely confident making it. At Nord Saunas, we have designed this policy to be straightforward, fair, and transparent — because a brand that stands behind its products is a brand worth buying from. If something is not right with your order, we will work with you to make it right.
Policy Overview
We accept returns on eligible items within 30 days of confirmed delivery. Our goal is to make the process as simple and stress-free as possible, while ensuring returned products are handled responsibly and resold in perfect condition.
Return and Exchange Eligibility
To be eligible for a return, items must be unused, in their original condition, and returned in the original packaging with all accessories, components, and documentation included. Items that show signs of installation, use, or assembly may not be accepted. If you are unsure whether your item qualifies, contact us before initiating a return and we will advise you honestly.
Return Window
All return requests must be initiated within 30 days of the delivery date recorded by the carrier. Requests submitted after this window cannot be accepted, so we encourage you to inspect your order promptly upon arrival.
How to Start a Return or Exchange
To begin a return or exchange, contact our team at support@nordsaunas.com.au with your order number, the reason for your return, and photos where relevant. We will review your request and issue a Return Merchandise Authorisation within 1 to 2 business days. Returns sent without prior authorisation may not be accepted. Once your RMA is confirmed, we will provide you with a prepaid return label where applicable, the cost of which will be deducted from your refund total.
Return Shipping Responsibility
For change-of-mind returns, the customer is responsible for return shipping costs. For items that arrive damaged, faulty, or incorrect, Nord Saunas will cover all return shipping at no cost to you. We will arrange collection and ensure your return is handled from end to end without any additional expense on your part.
Damaged or Defective Items
We take freight damage seriously. If your order arrives via standard parcel delivery and appears damaged or defective, please notify us within 15 days of delivery. For large freight or pallet deliveries, any visible damage must be reported within 48 hours of delivery — please photograph the packaging and item before signing any delivery documentation if damage is apparent. Early reporting allows us to act quickly on your behalf with the carrier and supplier.
Cancellations
If you need to cancel your order, contact us as soon as possible. Orders cancelled before dispatch will receive a full refund with no deductions. Once an order has been dispatched, it cannot be cancelled and the standard return process will apply upon delivery.
Refund Processing Time
Once your returned item has been received and inspected by our team, your refund will be processed within 7 business days. Refunds are issued to the original payment method. Where the return was initiated for a buyer's remorse reason, the prepaid return label cost will be deducted from the refund total. Original shipping costs are refunded in full when the return is the result of our error, a defective item, or an incorrect product being sent.
Our Error vs. Customer-Initiated Returns
If we sent the wrong item, or if your product arrived faulty or damaged through no fault of your own, we will cover all costs — return shipping, reshipment, and any applicable replacements — without question. If the return is buyer's remorse or a change of mind, the customer is responsible for return freight costs, which will be deducted from the refund via the prepaid label provided.
Exchanges
If you would like to exchange your item for a different model or size, contact us at support@nordsaunas.com.au to confirm availability before returning your original item. The customer is responsible for both the return shipping of the original item and the shipping cost of the replacement. Once your return is received and inspected, your exchange order will be dispatched promptly.
A Final Word
When you buy from Nord Saunas, you are buying from a team that genuinely cares about your experience — before, during, and long after your purchase arrives. If you have any questions at any stage, our support team is here to help. Reach out to us at support@nordsaunas.com.au and we will respond within 1 business day with a clear path forward.
Your confidence in us is something we work to earn with every single order.
