Refund policy
Returns & Cancellation Policy
This policy explains how Harmone Saunas handles order cancellations, returns and refunds. Please review it before placing your order.
Change of Mind
We do not accept returns, exchanges or refunds for change of mind or incorrect product selection, except where required under the Australian Consumer Law.
Please check that the product is suitable for your property and intended use before ordering, including:
- Dimensions, site fit and delivery access
- Electrical and power supply requirements
- Installation requirements and costs
- Site preparation requirements
- Product specifications and compatibility with your intended use
Electrical, installation and site preparation requirements may vary by property. Any optional assembly, installation or related service provided by Harmone Saunas will be quoted and confirmed with you before work begins.
Custom and Specially Ordered Products
Products customised to your specifications or specifically sourced to fulfil your order may not be eligible for cancellation or return due to a change of mind once your order has been confirmed with our supplier or production has commenced.
This does not affect any rights or remedies available under the ACL.
Instalment Payments and Cancellations
Where we agree to accept payment by instalments, the product will be reserved or held for you and will not be dispatched until we have received payment in full.
You may cancel the instalment arrangement before the product is dispatched. If you cancel, we will refund the amounts you have paid, less a cancellation fee. The fee will be the lower of 5% of the total order value or Harmone Saunas’ reasonable costs relating to the agreement.
Once the product has been dispatched, cancellations and returns are handled under the other sections of this policy. This does not affect your rights under the Australian Consumer Law.
The cancellation fee in this section does not apply to custom or specially ordered products. Cancellation of those orders is governed by the Custom and Specially Ordered Products section of this policy.
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.
Delivery Inspection and Damage Reports
Customers must inspect deliveries as soon as practicable and notify Harmone Saunas in writing of any visible or concealed transit damage within 48 hours of delivery. The notice must include clear photographs of the product and packaging.
Reports received after this period may be more difficult to verify, particularly where the product has been moved, installed or used. Harmone Saunas will assess each report based on the available information and evidence.
This reporting requirement does not limit any rights under the Australian Consumer Law.
Warranty Claims
Warranty coverage and duration vary by product. Please refer to the warranty terms in the product manual or on the product listing.
Under the Australian Consumer Law, if a product is faulty, damaged in transit or does not match its description, you are entitled to a remedy. The remedy available depends on the circumstances. To make a warranty or consumer guarantee claim, email info@harmone.com.au with:
- Proof of purchase
- A description of the issue
- Supporting evidence, such as photos or videos, where available
We will assess the issue and advise you of the next steps.
- Major failure: You may choose a refund or replacement.
- Minor failure: Harmone Saunas will provide a free repair, or may choose to provide a replacement or refund.
Your rights under the Australian Consumer Law are separate from any product warranty.
Installation and Usage
Damage caused by incorrect installation, misuse or negligence, unauthorised modifications, or failure to follow installation or care instructions may not be covered by this policy.
Customers are responsible for ensuring that installation is carried out by qualified professionals where required. This section does not exclude any rights a customer may have under the ACL.
Refunds
Where a refund is approved, we will process it to the original payment method within 10 business days.
For a product issue, we may need to inspect or assess the product before providing a remedy. Any assessment will be carried out in accordance with the Australian Consumer Law.
Shipping, installation and service fees are non-refundable only to the extent permitted by law.
General Consumer Rights
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Contact Us
📧 info@harmone.com.au
📞 0491 622 523