Refund policy
Exchanges or Replacement Parts
We take pride in the quality of our products and are always available at elevate@elevatesaunas.com.au if you experience any issues.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, incorrect, or if any parts are missing.
We will happily replace faulty materials/parts in accordance with our warranty and promptly supply any missing items via post or delivery.
In the unlikely event of missing or damaged items, we aim to hold replacement parts in our Brisbane warehouse and will dispatch them as soon as possible.
Returns (Change of Mind)
Our change of mind policy applies to unopened goods only and must be requested within 30 days of purchase.
- Items must be returned in original condition before a refund is processed
- A 20% restocking fee will apply
- Freight costs incurred by Elevate Saunas are non-refundable
Refunds (less restocking fee and freight) will be issued via the original payment method.
This policy does not apply to custom orders.
Order Cancellation (Ordering Errors)
If an order is cancelled prior to shipment, Elevate Saunas will refund the purchase price less any incurred transaction fees.
The refund amount (less transaction fees and/or additional incurred costs) will be issued via the original payment method.
Preorder Cancellation
Preorder items may involve committed stock, freight, and handling arrangements.
If you wish to cancel a preorder:
- A minimum administration fee of 10% of the order value will apply; and
- Any additional costs already incurred (including but not limited to freight, storage, processing or supplier charges) will be deducted from the refund
Refunds will be processed via the original payment method, less the above fees.
Exceptions / Non-Returnable Items
We cannot exchange, refund, or provide replacement parts for items damaged due to misuse, negligence, or damage caused by a third-party installer (e.g. builder).