Refund policy
This page sets out how refunds, cancellations and returns work when you buy from Peak Sauna Ice (Peak Sauna & Ice Pty Ltd, ABN 29 135 289 983). It sits alongside our full Terms and Conditions, which take precedence if there's any inconsistency.
Your rights under the Australian Consumer Law
Nothing in this policy limits the rights you have under the Australian Consumer Law.
If a product you buy from us has a major problem, for example it's unsafe, doesn't match the description, or has a fault a reasonable buyer wouldn't have accepted, you're entitled to choose between a refund, replacement or repair.
For minor faults, we'll repair the product or replace the affected part.
Our installation, design and build services are also covered by Australian Consumer Law's service guarantees. They'll be performed with due care and skill, and if an issue arises from our workmanship within 12 months of completion, we'll come back and rectify it at no additional cost.
These rights apply regardless of whether you've bought a Signature range product, a customised Signature, or a fully custom build.
To make a claim under these rights, see Warranty claims below.
Cancellations and change-of-mind returns
The rules below apply if you've changed your mind. If your product is faulty, damaged or not as described, see Warranty claims below.
Saunas cannot be returned for a change of mind once they have been installed.
Signature range (in stock, in transit, or in production)
Our Signature range is our standard sauna and ice bath models, sold at set prices.
If you've ordered a Signature product, you can cancel within 14 days of accepting the quote, provided installation hasn't started. We may charge a reasonable administrative fee to cover any preparatory work we've already done.
After 14 days, or earlier if supplier commitments have already been locked in, we may charge a cancellation fee that reflects our actual costs to that point: supplier deposits, freight bookings or materials ordered. This is capped at 20 per cent of the quoted price.
Custom Products
Custom Products are items made to your specific requirements, dimensions or finishes. This includes any Signature sauna modified at your request, and any sauna designed and produced to order, whether by our overseas supplier or our local workshop.
Once you've approved the design or supplier production has commenced, custom orders cannot be cancelled or refunded.
Ice baths and chillers
Up until dispatch, ice baths and chillers follow the Signature range cancellation rules above.
After delivery, you have a 14-day change-of-mind window. To qualify, the unit must be:
- in its original packaging
- unused and in resaleable condition
- returned to us at your cost (you arrange the freight, or we can organise it and deduct the cost from your refund)
Email info@peaksaunaice.au before sending anything back, so we can confirm the return and give you the right address. Please don't dispatch anything until we've replied.
Once we've received and inspected the goods, we'll refund the product price back to your original payment method within 5 to 10 business days. Original delivery costs aren't refunded for change-of-mind returns. A restocking fee may apply depending on the condition of the goods returned, and we'll let you know before we process the refund.
How to cancel or start a return
Email info@peaksaunaice.au with your order details. Your cancellation or return takes effect once we confirm in writing.
Inspecting your delivery
Please inspect your goods at the time of delivery or installation. If you spot any damage, missing parts or visible defects, raise it with the driver or installer before they leave, then let us know in writing within 48 hours, with clear photos.
If you're arranging your own sauna installation, please also inspect the product fully before installation begins. Once installation has started, the sauna can no longer be returned for a change of mind. If a defect is identified after installation, we'll repair or replace the affected part under the Australian Consumer Law and our warranty.
If we're installing for you, our installer will inspect the sauna on site during set-up.
Email: info@peaksaunaice.au
Warranty claims
If your product is faulty, damaged or not as described, you have rights under both our warranty and the Australian Consumer Law.
Our products are covered by a manufacturer's warranty against defects in materials and workmanship under normal residential use. The exact period and coverage are set out in our Terms and Conditions and on your warranty paperwork.
To lodge a warranty claim, email warranty@peaksaunaice.au with:
- proof of purchase
- a brief description of the issue
- clear photos showing the problem
We'll assess your claim promptly and offer a repair, replacement or refund in line with the Australian Consumer Law and our warranty terms.
For installed products like saunas, where possible we'll come on site to inspect and rectify any issues. If you're outside our usual service area, we may ask for clear videos and photos so we can assess remotely and organise an appropriate solution. For smaller or portable items like ice baths or chillers, we may ask you to return the product to us for assessment. Where we ask you to return an item under warranty, we'll arrange and cover the return freight.
Where a refund is the agreed remedy, it'll be processed back to your original payment method within 5 to 10 business days of approval.
Deposits
The deposit you pay on order acceptance confirms your order and lets us start booking suppliers and scheduling production.
Deposits become non-refundable once supplier production has commenced. If you cancel before that point, your deposit is refunded, less any reasonable administrative fee.
Questions or help with a claim
If you have questions about this policy or need help with a return, refund or warranty claim, email us at info@peaksaunaice.au. We'll respond within two business days.
For the full legal details, see our Terms and Conditions.
Contact us
- Peak Sauna Ice (Peak Sauna & Ice Pty Ltd)
- Email: info@peaksaunaice.au
- Website: peaksaunaice.au
- Phone: +61 426 294 977
- Address: Home Innovations, Frankston Power Centre, 111 Cranbourne Road, Frankston VIC 3199
- ABN: 29 135 289 983
Last updated: 9 May 2026