Refund policy

Returns & Refunds

Last updated: 2 September 2026

The short version

Return terms in this category are set by each manufacturer, so they genuinely differ from one item to the next. We publish the exact terms for your item on its own product page, before you buy, rather than leaving you to find them here afterwards. The table below is the summary.

Some items in our range cannot be returned for change of mind at all. That is the manufacturer's term, not ours, and it is stated on the product page in plain words before you order. If an item arrived damaged or faulty, none of it applies: we cover that entirely, on every product we sell.

Terms by brand

Penguin Chillers (water chillers, the Barrel Chiller package, circulation pumps and setup packages):

• Change-of-mind returns accepted if you request one within 21 days of the date your order shipped
• 20% restocking fee, which is what the manufacturer charges us
• Return freight paid by you, arranged by us and charged at cost
• No returns on custom-configured units

Beyond Cold (the Summit, Pursuit and Journey cold plunges):

• Change-of-mind return terms for this brand are being confirmed with the manufacturer and are not yet settled. We will publish them here, and on each product page, as soon as they are
• Until they are, if you buy one of these and want to return it for change of mind, contact us and we will deal with it fairly. We would rather carry that cost ourselves than quote you a term we have not agreed
• Defects and freight damage are fully covered, as set out below
• Covered by a 1-year limited manufacturer warranty against defects in materials and workmanship. Note that the manufacturer’s warranty can be void on units bought from unauthorised sellers; we are an authorised Beyond Cold dealer, so yours is not

Orivon Wellness (Lumin and Auris saunas, and the Frost cold plunge):

• All sales are final. The manufacturer accepts no change-of-mind returns on these items, so we cannot offer one either
• Defects and freight damage are fully covered, as set out below

We would rather tell you that before you order than discover it with you afterwards. If you are unsure whether a sauna will fit, suit you, or work on your circuit, email sales@amberandice.com before you buy and we will work through it with you. That conversation is free. A change of mind on a final-sale item is not.

What can be returned

Where a return is available, the item qualifies if it is unused, uninstalled, in its original crate and packaging, with all hardware, manuals and accessories present. "Unused" means exactly that: a sauna that has been assembled and run, or a plunge that has been filled, cannot be returned as new.

We cannot accept returns on:

• Items that have been assembled, installed, wired in, or filled with water
• Custom, made-to-order or special-order configurations
• Items missing original packaging, because freight carriers will not accept an uncrated sauna
• Requests made outside the window shown above and on the item's product page

Change-of-mind returns

Email support@amberandice.com with your order number before shipping anything back. Returns sent without an authorisation number cannot be tracked to your order and may be refused at the warehouse.

We'll issue a return authorisation and arrange collection. Because these are palletised freight items, return shipping is not a matter of putting it back in a box. The item must be re-crated on its original pallet and collected by a freight carrier. Return freight on a palletised item is not trivial. We arrange the collection and charge it to you at cost. You will have the exact figure in writing, and the chance to change your mind, before anything is booked. It is never taken as a surprise deduction after the event.

Original outbound shipping is not refunded on change-of-mind returns, including where the order shipped under a free-shipping offer. In that case the actual outbound freight cost is deducted.

How and when you are refunded

Returned items go back to the manufacturer's warehouse, and they inspect them, not us. That inspection sets the timetable, so here is the honest version of it:

• The item reaches the manufacturer's warehouse. On palletised freight, allow one to two weeks from collection
• The manufacturer inspects it and confirms its condition. This can take up to 14 days
• We refund you within 10 business days of that confirmation, to your original payment method

End to end that is commonly four to six weeks from the day you send an item back. We would rather quote that honestly than promise a week and miss it. We refund to your card regardless of how or when the manufacturer settles with us; their timetable is our problem, not yours.

Damaged on arrival

If the crate arrives visibly damaged, note it on the delivery receipt before the driver leaves, photograph it, and email us the same day. See our Shipping Policy for why that note matters so much.

Where freight damage is documented at delivery, we replace the item at our cost. No restocking fee, no return freight, no argument. That is what the carrier's insurance exists for, and handling the claim is our job, not yours. This applies to every product we sell, including the ones sold as final sale.

Faulty or not as described

If a unit is defective on arrival or materially different from what the product page described, tell us within 30 days and we will repair, replace or refund it at our cost, including return freight. Send photographs and, for electrical faults, the model and serial number from the plate inside the cabin. This also applies to final-sale items.

Faults appearing later are covered by the manufacturer's warranty. See below.

Manufacturer warranty

Every product is covered by the manufacturer's own warranty, stated on its product page; terms vary by brand and by component, and heaters, control panels and cabinets are often covered for different periods. We pass warranty claims through to the manufacturer and chase them on your behalf. We do not extend or replace their warranty and we cannot promise an outcome their terms don't allow.

One thing worth knowing in advance: on a warranty claim raised after the first 30 days, most manufacturers in this category require you to pay the shipping to their facility, and will cover the return leg if the claim is approved. Transit damage is never a warranty matter; it goes through the carrier, which is why the delivery receipt note above matters.

Cancelling before dispatch

Cancel free of charge at any time before we place your order with the manufacturer. Email us as quickly as you can.

Once the order is with the manufacturer and in their production or dispatch queue, a cancellation charge of up to 3% may apply, matching what they charge us. We do not add anything to it. Once a pallet has been collected, the item has shipped and the change-of-mind terms above apply instead, so a cancellation an hour too late becomes a return.

On any refund there is also the card-processing fee our payment provider keeps, currently around 2.9% plus 30¢, which they do not return to us when we refund you. We would rather show you that figure than fold it into a larger fee.

Pricing and description errors

If an item is listed at an obviously incorrect price or with a materially incorrect specification, we may cancel the order and refund you in full. We'll tell you what happened rather than quietly cancelling.

Questions: support@amberandice.com