Warranty and returns

STEAM SAUNAS AUSTRALIA PTY LTD

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 Pty Ltd (ABN 67 667 451 434).

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

Effective date: this version of the policy takes effect on 21 August 2026 and applies to orders placed on or after that date. Orders placed before that date remain governed by the policy in force at the time of purchase, except where a provision of this policy is more favourable to the customer. Nothing in this policy affects any right under the Australian Consumer Law, which applies regardless of the version of this policy that applies to an order.

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.

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.

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.

5. Mandatory Installation Conditions

Correct installation is an express condition of this voluntary warranty. The requirements below exist because incorrect installation is a leading cause of avoidable damage to timber saunas.

Each requirement in this section is a condition of the voluntary warranty. Where a requirement is not met, the voluntary warranty is void in relation to any damage, deterioration or failure caused or contributed to by that failure.

5.1 Base, Foundation and Level Installation

The sauna must be installed on a base that is, and remains, flat, level, structurally sound, load bearing and free draining.

Specifically, the base must:

be level to within 5 millimetres across the full footprint of the sauna, measured before assembly begins;
be flat and continuous, with no dips, humps, steps or rocking points beneath any wall panel, bearer or floor section;
be capable of carrying the full loaded weight of the sauna, including the cabin, heater, stones, water, fittings and occupants;
be a suitable prepared surface, such as a concrete slab, correctly bedded and compacted pavers, a compacted and properly retained hardstand, or an engineered timber deck rated for the load;
not be uncompacted soil, loose sand, bark, mulch, grass, loose gravel, or any other surface that can settle, wash out, sink or move over time;
allow water to drain away from and beneath the sauna, so that no part of the sauna sits in standing water or damp ground; and
where the model requires it, provide ventilation and clearance beneath the cabin in accordance with the supplied installation instructions.

The customer is responsible for preparing, checking and maintaining the base. The customer must confirm that the base is flat and level before assembly begins, and must not proceed with assembly on a base that does not meet these requirements.

An out-of-level, uneven, soft, settling or poorly draining base places continuous stress on the cabin and is a common cause of door misalignment, panel separation, gapping, twisting, joint failure and moisture damage.

Failure to meet these base requirements voids the voluntary warranty in relation to any damage, deterioration, misalignment or failure caused or contributed to by a base that does not meet the requirements above, or by movement, settlement, subsidence, erosion or deterioration of the base, ground or supporting structure at any time after installation.

5.2 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. A clearance of 80 to 100 millimetres is recommended.

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.

5.3 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.

5.4 Site Suitability

The sauna must be installed in an environment suitable for the particular indoor or outdoor model purchased, and in accordance with the supplied installation instructions.

6. Mandatory Maintenance Conditions

Proper maintenance is an express condition of this voluntary warranty. A sauna is a timber product operating in a high-heat, high-moisture environment and requires the following routine care.

Maintenance schedule at a glance

Task	When	Then
Outdoor models only: oil the exterior timber	Within 3 months of delivery	At least once every 12 months thereafter
Indoor models: do not oil, varnish or seal any surface	—	Keep the timber clean, dry and ventilated instead
Leave the door open or ajar and vents unobstructed after use	After every use, until the interior is completely dry	Ongoing
Inspect and replace heater stones	Every 12 months or 500 hours of use, whichever occurs first	Ongoing
Check that the base remains flat, level and free draining	At least once every 12 months	Ongoing

6.1 Timber Oiling — Outdoor Models Only

This requirement applies to outdoor sauna models only. An indoor sauna has no weather-exposed exterior and must not be oiled.

On an outdoor model, the exterior timber must be cleaned and appropriately oiled:

within 3 months after the date of delivery; and
at least once in every 12-month period after that first application.

A suitable oil designed for exterior sauna timber must be used, and applied in accordance with the oil manufacturer’s directions and the maintenance instructions supplied with the sauna. Particular attention should be paid to the door frame, the base of the wall panels and any exposed end grain.

The first application is required within 3 months because new timber is at its most porous and least protected when it is first installed. Timber left untreated through its first season is exposed to ultraviolet light, weather and moisture at the point at which it is most vulnerable, and the resulting greying, surface checking, cracking and moisture ingress cannot be reversed by later oiling.

Interior surfaces must never be oiled, varnished, sealed or coated — on indoor and outdoor models alike. Coatings trap moisture in the timber, can blister at sauna temperatures, and can become hot enough to burn skin on contact. Interior sauna timber is designed to be left untreated.

Indoor models. Keep the timber clean and dry, wipe up spilled water and sweat, and allow the cabin to dry fully after every use in accordance with section 6.2. Light surface marking on benches may be removed by sanding lightly with a fine abrasive paper. Do not apply oil, varnish, sealer, or any cleaning product that leaves a film.

On an outdoor model, failure to complete the required exterior oiling within these periods will void the voluntary cabin warranty in relation to timber deterioration, cracking, splitting, checking, mould, moisture damage, staining, discolouration, warping or any other condition caused or contributed to by insufficient exterior timber maintenance.

Customers with an outdoor model should retain receipts for sauna timber oil and dated photographs of the timber before and after each application.

6.2 Drying, Door Position and Mould Prevention

A sauna must be allowed to dry out fully after every use. Moisture that is sealed inside a closed cabin cannot escape, and is the principal cause of mould, mildew, staining and odour in sauna timber.

After every use, the customer must:

leave the sauna door open or ajar until the interior is completely dry;
keep all vents open and unobstructed, and not block, tape, seal or cover them;
remove all wet towels, mats, bathrobes, clothing, timber accessories, buckets and water containers from the cabin;
wipe up spilled water, sweat and excess moisture from benches, backrests, walls and the floor; and
allow the interior to dry fully before closing the sauna, covering it, or placing anything back inside.

The sauna must not be closed up, sealed, wrapped or covered while the interior is still damp, and must not be left in that condition between uses or during periods when it is not in use.

Mould, mildew, fungal or bacterial growth, black or dark staining, surface discolouration, blemishes, marking, musty odour and associated timber deterioration are not defects in materials or workmanship. They are conditions caused by the environment inside the cabin and by how the sauna is used, dried, ventilated and maintained.

Failure to meet these drying and ventilation requirements voids the voluntary warranty in relation to mould, mildew, fungal or bacterial growth, staining, discolouration, blemishes, marking, odour or timber deterioration caused or contributed to by:

failing to leave the door open or ajar after use;
closing, sealing or covering the sauna before the interior has fully dried;
blocked, closed or obstructed vents;
wet items left inside the cabin;
standing water, spills or excess moisture that has not been wiped up and dried; or
any other failure to dry, ventilate, clean or maintain the sauna in accordance with the supplied instructions.

6.3 Heater Stones

Heater stones must be inspected and replaced with suitable sauna heater stones every 12 months or every 500 hours of use, whichever occurs first.

Stones must be loaded so that they do not block air circulation through the heater. Stones or fragments smaller than 35 millimetres must not be loaded into the heater. Ceramic or other artificial stones must never be used, and the heater must never be operated without stones.

Failure to replace the heater stones within these periods 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.

6.4 Ongoing Ventilation, Moisture and Base Management

Throughout the life of the product, the sauna must be:

properly ventilated;
allowed to dry after each use;
protected from standing water and excessive moisture;
kept on a base that remains flat, level, sound and free draining; and
maintained in accordance with the supplied instructions.

7. 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;
for outdoor models, receipts for sauna timber oil;
for outdoor models, photographs showing the exterior timber before and after oiling;
receipts for replacement heater stones;
photographs showing the prepared base and confirming it is flat and level;
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.

8. 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;
installation on a base that is not flat, level, structurally sound, load bearing or free draining;
movement, settlement, subsidence, erosion or deterioration of the base, ground, slab, deck or supporting structure after installation;
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 leave the sauna door open or ajar after use until the interior is dry;
closing, sealing or covering the sauna while the interior is still damp;
blocked, closed, sealed or obstructed vents;
on an outdoor model, failure to oil the exterior timber within the required periods;
oiling, varnishing, sealing or coating any interior surface, on an indoor or outdoor model;
failure to inspect and replace heater stones within the required periods;
use of unsuitable, damaged or incorrectly arranged heater stones;
standing water, excessive moisture, condensation, trapped humidity or inadequate ventilation;
mould, mildew, fungus or bacterial growth, and any associated staining, blemishes, marking, odour or timber deterioration, caused by environmental conditions, trapped moisture or insufficient drying or 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.

Nothing in this section excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

9. Natural Timber Characteristics, Cosmetic and Condition-Related Matters

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;
mould, mildew, staining, marking, blemishes or odour arising from use, moisture or the internal environment of the sauna;
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.

Nothing in this section excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

10. 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.

11. Product Registration

Steam Saunas Australia recommends that customers complete the product registration and installation form supplied with the sauna within 90 days of delivery, and retain a copy of the licensed electrician’s certificate.

Registration is the simplest way for a customer to record the information this policy requires when a claim is later made, including the installation date, installer and electrician details, and the condition of the prepared base.

Registration is recommended but is not a precondition to making a claim. A customer who has not registered may still make a claim under this voluntary warranty, provided they can supply proof of purchase and the evidence described in sections 7 and 12.

Rights under the Australian Consumer Law apply regardless of whether a product has been registered.

12. Making a Warranty Claim

To make a warranty claim, contact Steam Saunas Australia Pty Ltd:

Email: info@steamsaunas.com.au
Telephone: 1300 853 197
Post: 12/31 Paisley Drive, Lawnton QLD 4501

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, including the prepared base;
for outdoor models, evidence of the required exterior oiling;
evidence of 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.

DELIVERY INSPECTION AND FREIGHT DAMAGE

13. 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.

14. 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.

RETURN POLICY

15. 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.

16. 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.

17. 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.

18. 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.

19. 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.

AUSTRALIAN CONSUMER LAW

20. Warranty Against Defects — Mandatory 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.

Who provides this warranty

The warranty against defects set out in this policy is provided by:

Steam Saunas Australia Pty Ltd
ABN 67 667 451 434 · ACN 667 451 434
12/31 Paisley Drive, Lawnton QLD 4501, Australia
Telephone: 1300 853 197
Email: info@steamsaunas.com.au
Website: www.steamsaunas.com.au

What you must do to claim under this warranty

Contact Steam Saunas Australia Pty Ltd at the email address or telephone number above, as soon as reasonably possible after discovering the defect, and provide the information listed in section 12 of this policy, including proof of purchase. The customer bears the expense of making a claim, including the cost of taking photographs, gathering evidence and submitting the claim.

What we will do

Steam Saunas Australia Pty Ltd will assess the claim and, where the claim is accepted, will provide a remedy in accordance with section 10 of this policy — repair of the defective component, supply of a replacement component, replacement of the product, an authorised repair, or another remedy agreed with the customer.

Policy last updated: 21 August 2026