STEAM SAUNAS AUSTRALIA

WARRANTY, DELIVERY INSPECTION AND RETURNS POLICY

1. About This Policy

This policy sets out the voluntary warranty, delivery inspection and change-of-mind return terms applying to products supplied by Steam Saunas Australia.

The benefits provided under this voluntary warranty are in addition to any rights and remedies available under the Australian Consumer Law.

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WARRANTY POLICY

2. Warranty Periods

Subject to the conditions and exclusions in this policy, the following voluntary warranty periods apply from the original date of delivery:

Sauna Cabin

The structural timber components of the sauna cabin are covered by a seven-year voluntary warranty against major structural defects caused by defective materials or workmanship.

Sauna Heater

The sauna heater is covered by a three-year voluntary warranty against defects in materials or workmanship, including defects affecting the heating elements or heater controls.

Lights and Bluetooth Speakers

Sauna lights and Bluetooth speakers are covered against defects in materials or workmanship for the warranty period stated on the applicable product listing, invoice or manufacturer documentation.

The seven-year cabin warranty does not extend to lights, speakers, electrical wiring, control panels, consumable items or the heater.

A repair or replacement does not restart or extend the original warranty period.

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3. Residential Use Only

Steam Saunas Australia products are designed and supplied for private residential use unless commercial use has been expressly approved in writing before purchase.

The voluntary warranties in this policy are void where a product is:

• installed or used in a commercial, public, rental or shared facility;

• used in a gym, hotel, resort, wellness centre, workplace, sporting facility or similar setting; or

• subjected to usage materially greater than ordinary residential use.

This commercial-use exclusion does not limit any rights that cannot lawfully be excluded under the Australian Consumer Law.

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4. What the Warranty Covers

Subject to this policy, the voluntary warranty covers defects in materials or workmanship affecting the following:

Cabin

Major functional or structural defects, including:

• failure of the cabin’s structural integrity;

• significant warping or cracking that materially affects the safe or normal use of the sauna;

• failure of a structural timber component caused by defective materials or workmanship; and

• doors, walls, roof or supporting components that cannot perform their intended function because of a manufacturing defect.

Heater

Manufacturing defects affecting:

• heating elements;

• heater controls;

• the heater casing or internal components; and

• the heater’s ability to operate as intended.

Lights and Bluetooth Speakers

Manufacturing defects that prevent the lighting or Bluetooth speaker system from operating as intended during the applicable warranty period.

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5. Mandatory Maintenance Conditions

Proper maintenance is an express condition of this voluntary warranty.

Timber Oiling

All timber surfaces required to be treated under the maintenance instructions must be cleaned and appropriately oiled:

• within the first 12 months after delivery; and

• at least once during every subsequent 12-month period.

A suitable oil designed for sauna timber must be used.

Failure to complete the required oiling will void the voluntary cabin warranty in relation to timber deterioration, cracking, splitting, mould, moisture damage, discolouration, warping or any other condition caused or contributed to by insufficient timber maintenance.

Heater Stones

Heater stones must be inspected and replaced with suitable sauna heater stones at least once every 12 months.

Failure to replace the heater stones every 12 months will void the voluntary heater warranty where the failure or damage was caused or contributed to by deteriorated, unsuitable, incorrectly arranged or insufficient heater stones.

Heater stones are consumable items and are not themselves covered by warranty.

Heater Installation Height

The heater must be installed so that its lowest point is at least 60 millimetres above the finished floor, unless the manufacturer requires a greater clearance.

The heater must also comply with every other minimum clearance, ventilation and installation requirement specified by the heater manufacturer.

Failure to meet these requirements will void the voluntary heater warranty where incorrect installation caused or contributed to the failure or damage.

Electrical Installation

All hardwired electrical work must be completed by a suitably licensed electrician in accordance with:

• the heater manufacturer’s instructions;

• applicable electrical standards;

• local regulatory requirements; and

• the installation instructions supplied with the sauna.

Steam Saunas Australia may request an electrical certificate, invoice or other evidence confirming that the electrical installation was completed by a licensed electrician.

Ventilation and Moisture Management

The sauna must be:

• properly ventilated;

• allowed to dry after each use;

• protected from standing water and excessive moisture;

• maintained in accordance with the supplied instructions; and

• installed in an environment suitable for the particular indoor or outdoor model purchased.

The customer must not leave wet towels, mats, clothing or other damp items inside the sauna after use.

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6. Evidence of Maintenance

When making a warranty claim, the customer may be required to provide reasonable evidence that the sauna has been correctly installed and maintained.

Evidence may include:

• dated photographs;

• receipts for sauna timber oil;

• photographs showing the timber before and after oiling;

• receipts for replacement heater stones;

• maintenance or service records;

• licensed electrician invoices or certificates; and

• photographs showing the heater installation and clearances.

Failure to provide reasonable evidence may result in a voluntary warranty claim being declined where maintenance or installation is relevant to the claimed defect.

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7. Warranty Exclusions

The voluntary warranty does not cover damage, deterioration or failure caused or contributed to by:

• improper installation, assembly or relocation;

• installation contrary to the supplied instructions;

• incorrect heater clearances;

• electrical work completed by an unlicensed or unauthorised person;

• misuse, abuse, neglect or accidental damage;

• excessive or abnormal use;

• commercial use;

• failure to clean, dry, ventilate or maintain the sauna;

• failure to oil the timber within the required periods;

• failure to inspect and replace heater stones every 12 months;

• use of unsuitable, damaged or incorrectly arranged heater stones;

• standing water, excessive moisture, condensation or inadequate ventilation;

• mould, mildew, fungus or bacterial growth caused by environmental conditions or insufficient maintenance;

• weather, flooding, storms, wind, rain, salt, direct exposure to water or other environmental conditions;

• temperature or humidity variations;

• pests, insects or rodents;

• chemical exposure or use of unsuitable cleaning products;

• unauthorised alterations, repairs or modifications;

• impact, transport or relocation damage occurring after delivery;

• damage caused by another person, contractor or installer;

• normal wear and tear; or

• failure to follow the operating and maintenance instructions.

The voluntary warranty also does not cover removal, reinstallation, electrical, building, plumbing, crane, access, travel or third-party contractor costs unless Steam Saunas Australia has approved those costs in writing or payment is required by law.

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8. Natural Timber Characteristics and Minor Defects

Timber is a natural material and may change in appearance or dimensions as it responds to heat, moisture, humidity and seasonal conditions.

The following are not covered where they do not materially affect the safety, structural integrity or normal operation of the sauna:

• natural variations in timber grain, tone, colour or texture;

• knots, resin, mineral marks and other natural timber characteristics;

• minor blemishes, scratches, marks or surface imperfections;

• minor marks resulting from handling or delivery;

• small gaps between timber components;

• minor shrinkage, expansion or movement;

• minor surface checking or hairline cracks;

• minor warping that does not prevent normal use;

• minor alignment variations;

• minor cosmetic damage;

• fading, weathering or discolouration; and

• other minor defects that do not materially affect the product’s function.

Steam Saunas Australia does not guarantee that natural timber components will have identical grain, colour or texture.

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9. Warranty Remedies

Where a valid claim is accepted under this voluntary warranty, Steam Saunas Australia may, subject to the Australian Consumer Law:

• repair the defective component;

• provide a replacement component;

• replace the product with the same or a reasonably equivalent product;

• engage or authorise a contractor to complete a repair; or

• provide another remedy agreed with the customer.

Steam Saunas Australia may require an opportunity to inspect, test or assess the product before approving a remedy.

Customers must not arrange repairs, replacement parts, contractors, transport or other expenses without prior written approval from Steam Saunas Australia.

Unauthorised expenses may not be reimbursed.

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10. Making a Warranty Claim

To make a warranty claim, contact:

Email: info@steamsaunas.com.au

The customer must provide:

• their full name and contact details;

• the invoice or order number;

• proof of purchase;

• the product model;

• a detailed description of the claimed defect;

• clear photographs and, where appropriate, video evidence;

• photographs of the complete sauna and affected area;

• evidence of correct installation;

• evidence of required oiling and maintenance;

• evidence of annual heater-stone replacement; and

• any other information reasonably required to assess the claim.

The customer is responsible for the initial cost of preparing and submitting the claim.

Steam Saunas Australia will advise whether the claim has been accepted and what remedy will be provided.

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DELIVERY INSPECTION AND FREIGHT DAMAGE

11. Inspection on Delivery

The customer must inspect all packages, panels, glass, heaters, accessories and components immediately upon delivery and before installation begins.

Where possible, the customer should inspect the exterior of the shipment while the driver is present and note any visible damage on the delivery documentation.

The customer must not begin installing, cutting, modifying, assembling, oiling or otherwise altering a visibly damaged component before reporting the damage to Steam Saunas Australia.

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12. Reporting Delivery Damage

Visible freight or delivery damage must be reported in writing to:

info@steamsaunas.com.au

The report must be received within 24 hours after delivery and include:

• the customer’s name;

• the invoice or order number;

• clear photographs of the external packaging;

• clear photographs of any damaged packaging;

• clear photographs identifying the damaged panel or component;

• a description of the damage; and

• confirmation of when the delivery was received.

Where visible delivery damage is not reported with the required photographs within 24 hours, replacement panels or components will not be provided under Steam Saunas Australia’s voluntary freight-damage policy.

This requirement does not apply to concealed damage that could not reasonably have been identified during an immediate inspection. Concealed damage must be reported as soon as reasonably possible after it is discovered.

Nothing in this section excludes any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

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RETURN POLICY

13. Change-of-Mind Returns

Steam Saunas Australia may accept an eligible product for a change-of-mind return where the customer contacts Steam Saunas Australia within 30 days after delivery.

A change-of-mind return is subject to prior written approval and is not automatic.

To be eligible, the product must be:

• unused;

• uninstalled;

• unassembled;

• undamaged;

• unmodified;

• in its original saleable condition;

• in its original packaging; and

• returned with all parts, accessories, instructions and other included items.

Steam Saunas Australia may decline a return where the product does not meet these requirements.

Any rights relating to a faulty, damaged, unsafe, incorrectly supplied or misdescribed product are dealt with separately under the Australian Consumer Law and are not limited by the change-of-mind conditions above.

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14. Non-Returnable Change-of-Mind Items

The following products cannot be returned because of a change of mind:

• customised, personalised or made-to-order products;

• products manufactured or modified to the customer’s specifications;

• clearance products;

• products marked “Final Sale” before purchase;

• installed, assembled, used or modified products;

• products damaged while in the customer’s possession;

• electrical components that have been connected or installed;

• products no longer in their original packaging; and

• products that cannot be resold as new.

These exclusions do not apply where the customer has a right to a remedy under the Australian Consumer Law.

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15. Return Process

To request a return:

Step 1 — Contact Us

Email info@steamsaunas.com.au and provide:

• the invoice or order number;

• the product to be returned;

• the reason for the return;

• photographs showing the product’s condition; and

• photographs of the original packaging.

Step 2 — Obtain Return Authorisation

Steam Saunas Australia will assess the request.

Where approved, the customer will receive a Return Authorisation Number and return instructions.

Products must not be returned without prior written approval.

Step 3 — Arrange the Return

The customer must securely package the approved product and return it to the address provided by Steam Saunas Australia.

The Return Authorisation Number must be clearly marked on the outside of the package.

For change-of-mind returns:

• return transport and insurance costs are the customer’s responsibility;

• the customer bears the risk of loss or damage during return transport; and

• original delivery and installation charges are not refundable unless required by law.

Step 4 — Inspection and Refund

Steam Saunas Australia will inspect the returned product after it is received.

Where the return complies with this policy, the approved refund will be issued to the original payment method.

Please allow up to 14 days after inspection and approval for the refund to be processed.

Any processing time imposed by the customer’s bank or payment provider is outside Steam Saunas Australia’s control.

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16. Exchanges

Customers seeking an exchange must follow the return process above.

Once the return has been approved, the customer may place a separate order for the replacement product.

Any price difference, additional delivery charge or other applicable cost must be paid before the replacement product is dispatched.

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17. Defective, Damaged or Incorrect Products

Where a product is defective, damaged, incorrectly supplied or materially different from its description, contact Steam Saunas Australia as soon as possible at:

info@steamsaunas.com.au

Please provide the invoice number, a description of the issue and clear photographs or video.

Steam Saunas Australia will assess the issue and provide an appropriate remedy in accordance with this policy and the Australian Consumer Law.

The change-of-mind return conditions do not limit a customer’s rights concerning defective, unsafe, damaged, incorrectly supplied or misdescribed products.

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AUSTRALIAN CONSUMER LAW

18. Mandatory Consumer Guarantee Notice

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

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The rights provided under the Australian Consumer Law may continue to apply after the expiry of the voluntary warranty periods stated in this policy.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

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WARRANTY PROVIDER AND CONTACT DETAILS

This voluntary warranty is provided by:

Legal entity: Steam Saunas Australia
Trading name: Steam Saunas Australia
Email: info@steamsaunas.com.au
Website: www.steamsaunas.com.au

Policy last updated: 01/01/2024