Returns and Refunds

Returns & Refunds Policy

Shym Saunas and Spas (Shym Solutions Pty Ltd ACN 643 148 725)

This Returns & Refunds Policy should be read together with our full Terms & Conditions. It outlines your rights and our process in relation to returns, refunds, and defective goods.

 

1. Your Rights Under Australian Consumer Law

We provide refunds, repairs, or replacements in accordance with the Australian Consumer Law (ACL).

Under the ACL, you are entitled to a remedy if a product:

• Has a major failure

• Is not of acceptable quality

• Is not fit for its intended purpose

• Does not match the description provided

If the issue is classified as a major failure, you may choose between:

• A refund

• A replacement

If the issue is minor, we may choose to:

• Repair the product

• Replace the product

• Provide a refund

Nothing in this policy limits your rights under the Australian Consumer Law.

 

2. Change of Mind

We do not offer refunds for change of mind unless agreed in writing by us.

If we approve a change-of-mind return:

• The product must be unused and in original packaging

• You must cover return shipping costs

• A restocking fee may apply

• Any outbound freight costs (including “free shipping” offers) may be deducted from your refund

Special orders, custom-made products, and deposits are non-refundable, except where required by law.

 

3. Special Orders & Deposits

Where a product is not held in stock and must be specially ordered:

• A deposit may be required before the order is placed

• Deposits are non-refundable, except in accordance with the Australian Consumer Law

Once a special order has been confirmed with our supplier, cancellation may not be possible.

 

4. Delivery Damage & Inspection

You must inspect goods upon delivery.

• Any visible damage must be noted on the delivery docket at the time of receipt.

• Any concealed damage must be reported to us in writing within 48 hours, including clear photographs.

Failure to report damage within this timeframe may affect your ability to claim under warranty or insurance.

Risk passes to you once the goods are collected from our warehouse or collected by the carrier.

 

5. Warranty Claims

All products include warranty coverage in accordance with:

• The Australian Consumer Law

• The specific warranty terms outlined in the product manual or product listing page

Warranty periods vary depending on the product.

To make a warranty claim, you must:

• Provide proof of purchase

• Provide a description of the issue

• Provide supporting evidence (photos or videos)

• Email us at