Refund policy

Serenify Saunas Refund Policy

SERENIFY Saunas complies with the Australian Consumer Law (ACL) and addresses the conditions related to pre-orders, initial payments, cancellations, and product quality discrepancies:

SERENIFY Saunas Non-Refundable Policy

At SERENIFY Saunas, we pride ourselves on providing high-quality products and exceptional customer service. To ensure clarity and transparency, this policy outlines our terms regarding pre-orders, payments, cancellations, and refunds.

1. Pre-Order and Initial Payment

When placing a pre-order for any of our products, including saunas and ice baths, an initial payment is required to secure the order. This initial payment is non-refundable. By making this payment, the customer acknowledges and agrees to the non-refundable nature of the deposit.

2. Cancellations

In the event that a customer chooses to cancel their order after the initial payment has been made, the initial payment will be retained by SERENIFY Saunas as a non-refundable deposit. This policy applies to all pre-orders and is designed to cover costs incurred in processing and preparing the order.

3. Final Payment and Delivery

The final payment for your pre-ordered product is due prior to delivery. Once the final payment has been made, any cancellation will not be eligible for a refund unless the product is not delivered in accordance with the description or there is a substantial damage or defects to the product.

4. Product Quality and Consumer Guarantees

SERENIFY Saunas stands by the quality of our products. Under the Australian Consumer Law (ACL), you are entitled to a refund or replacement if the product:

  • Is not of acceptable quality;
  • Does not match the description provided;
  • Fails to function as advertised or specified.

If a discrepancy with the quality of the product is identified after the final payment has been made, customers are entitled to:

  • A repair of the defective product or component; or

  • Where a repair is not feasible, a replacement product or component, at our discretion.

Refunds are not offered once the final payment has been made.

This applies only to verified manufacturing defects and does not cover installation issues, misuse, normal wear and tear, modifications, environmental conditions, or natural material variations.

5. Exclusions and Conditions

This policy does not cover:

  • Change of mind cancellations after the final payment has been made;
  • Minor variations in product appearance that do not affect functionality or overall quality.

6. Compliance with Australian Consumer Law

This policy complies with the Australian Consumer Law (ACL) as regulated by the Australian Competition and Consumer Commission (ACCC). Our terms aim to be fair and reasonable, ensuring that while we retain non-refundable deposits to cover our costs, we also respect and protect your rights as a consumer.

For any questions or concerns regarding this policy, or if you believe your product is defective, please contact us at SERENIFY Saunas to resolve the issue promptly.