Refund policy

Returns & Refunds

Last updated: 12 August 2026

The short version

You have [[ RETURN_WINDOW — commonly 30 ]] days from delivery to request a return on an unused item in its original packaging. Return freight on a change-of-mind return is [[ WHO_PAYS_RETURN_FREIGHT ]], and a restocking fee of [[ RESTOCKING_FEE ]] applies. If the item arrived damaged or faulty, none of that applies — we cover it entirely.

What can be returned

An 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 — freight carriers will not accept an uncrated sauna
  • Requests made more than [[ RETURN_WINDOW ]] days after delivery

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 change-of-mind return typically runs [[ TYPICAL_RETURN_FREIGHT_COST ]], and the restocking fee reflects what the manufacturer charges us to put the unit back into stock.

Refunds are issued to the original payment method within [[ REFUND_DAYS ]] business days of the item arriving back and passing inspection. 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.

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.

Faulty or not as described

If a unit is defective on arrival or materially different from what the product page described, tell us within [[ FAULT_WINDOW ]] 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.

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.

Cancelling before dispatch

Cancel free of charge any time before the order leaves the warehouse — email us as quickly as you can, because freight is often booked within [[ PROCESSING_DAYS ]] business days. Once a pallet is collected, the change-of-mind terms above apply, so a cancellation an hour too late becomes a return.

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