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
Standard change-of-mind return policy — 30 days
NORD SAUNAS accepts change-of-mind return requests for eligible products within 30 calendar days of confirmed delivery, subject to the conditions below. This standard window applies to iCoolsport and all other eligible products except those covered by the Innerlight exception.
Innerlight exception — 90 days
For products supplied by Innerlight Sauna and purchased from NORD SAUNAS, we accept change-of-mind return requests within 90 calendar days of confirmed delivery. This exception applies to Innerlight saunas, accessories and red-light products.
Both policies require products to be unused and in their original packaging, with all components included. Customers pay return freight and a 20% restocking fee for change-of-mind returns. These conditions do not limit Australian Consumer Law rights.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights. The change-of-mind deadlines, unused condition and original packaging requirements, return freight charges and 20% restocking fee below do not limit remedies you are entitled to under the Australian Consumer Law.
Change-of-Mind 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
Standard return window — 30 calendar days: For eligible products other than those supplied by Innerlight Sauna, initiate your change-of-mind return request within 30 calendar days of the delivery date recorded by the carrier.
Innerlight exception — 90 calendar days: For eligible products supplied by Innerlight Sauna, including saunas, accessories and red-light products, initiate your change-of-mind return request within 90 calendar days of the delivery date recorded by the carrier.
These deadlines apply to change-of-mind requests only and do not limit your Australian Consumer Law rights.
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 return label via email (or arrange a freight collection service for large items), the actual 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. Additionally, a restocking fee of 20% of the original purchase price will be deducted from your refund total to cover the cost of technical inspection, repackaging, and administrative processing. No return shipping fees or restocking fees apply to items that arrive damaged or defective.
Damaged or Defective Items
We take freight damage seriously. Your rights in relation to damaged or defective goods are protected by the Australian Consumer Law and are not limited to the 30-day or 90-day change-of-mind return periods. To help us lodge immediate freight claims with our carriers, we kindly request that you inspect your order promptly upon arrival and report any delivery damage to us as soon as possible.
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.
Free Delivery and Change-of-Mind Refunds
When an Innerlight sauna or iCoolsport product was supplied with free standard delivery, no outbound standard-delivery charge will be deducted from a change-of-mind refund. The customer remains responsible for return freight and the 20% restocking fee described above. Installation and other separately purchased services are not included in the free standard delivery offer.
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 due to buyer's remorse or a change of mind, the customer is responsible for the return freight costs and the 20% restocking fee, both of which will be deducted from the final refund total.
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. For change-of-mind exchanges, the customer is responsible for return freight and any applicable replacement delivery charge. Free standard delivery applies to eligible replacement Innerlight saunas and iCoolsport products delivered within Australia. Statutory remedies under the Australian Consumer Law are handled separately. 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.
