Refund policy
Returns & Cancellation Policy
At Harmone Saunas, we take pride in providing high-quality sauna products and ensuring customer satisfaction. Please read this policy carefully before completing your purchase.
By placing an order, you acknowledge and agree to these Terms and Conditions.
Change of Mind
We do not offer refunds, returns, or exchanges for change of mind or incorrect product selection.
Customers are responsible for ensuring product suitability prior to purchase, including but not limited to:
• Product dimensions and site fit
• Electrical and power supply requirements
• Delivery access and installation suitability
• Installation costs and site preparation requirements
• Product specifications and compatibility with intended use
Customers acknowledge that installation and electrical works may vary depending on individual property requirements. Harmone Saunas is not responsible for additional costs associated with electrical work, site preparation, or installation services that exceed customer expectations.
Where Harmone Saunas provides optional assembly, installation, or related services, all costs will be confirmed with the customer prior to service commencement.
Orders cannot be cancelled solely because installation or electrical work is more expensive than expected, or because customers have not adequately prepared their site for installation.
Custom, Made-to-Order, and Pre-Ordered Products
All custom-made, made-to-order, or pre-ordered products are considered final sale once:
- The order is confirmed with our supplier, or
- Production or manufacturing has commenced.
These orders cannot be cancelled, returned, or refunded unless required under the Australian Consumer Law.
Lay-By and Instalment Orders — Cancellation Fee
Where products are purchased under a lay-by or instalment payment arrangement:
- Customers may cancel prior to delivery.
- A 5% cancellation fee of the total order value will apply to cover reasonable administrative, processing, and supplier-related costs incurred in fulfilling the order.
The balance of any payments made will be refunded to the customer, less the cancellation fee.
If payments made are less than the cancellation fee, Harmone Saunas may recover the outstanding amount as a debt.
Cancellation fees will not apply if:
- Harmone Saunas has breached the agreement, or
- The product cannot be supplied due to circumstances outside our control.
Delivery Timeframes
Delivery timeframes provided are estimates only.
Harmone Saunas is not liable for delays caused by:
- Supplier production schedules
- International shipping delays
- Customs clearance delays
- Events outside our reasonable control
Delivery delays do not entitle customers to cancel, request compensation, or refuse delivery unless required under the Australian Consumer Law.
Faulty, Damaged, or Incorrect Products
In accordance with the Australian Consumer Law, customers are entitled to repair, replacement, or refund where products are:
- Faulty
- Damaged in transit
- Significantly different from the advertised description
Customers must notify us within 10 days of delivery and provide:
- Proof of purchase
- Description of the fault
- Supporting photos or videos
Claims will be assessed in good faith and resolved in accordance with Australian Consumer Law.
Installation and Usage
Damage caused by:
- Incorrect installation
- Misuse or negligence
- Unauthorised modifications
- Failure to follow installation or care instructions
is not covered under this policy.
Customers are responsible for ensuring installation is performed by qualified professionals where required.
Refunds
If a refund is approved:
- Refunds will be processed to the original payment method within 10 business days of approval.
- Refunds will only be issued after inspection and validation of the claim.
Shipping, installation, and service fees are non-refundable unless required by law.
General Consumer Rights
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
Contact Us
📧 info@harmone.com.au
📞 0491 622 523