Returns PolicyUpdated 2 hours ago
The short version: you have 30 days from delivery to request a change-of-mind return on eligible products in new condition. If something is faulty, damaged or not as described, that isn’t a return. It’s covered by our Limited Warranty Policy and your consumer rights, and you won’t pay for it.
Your return window
You have 30 days from the date the carrier confirms delivery to request a change-of-mind return.
Condition
You can inspect and check your product the way you would in a store. For example, you can run a chiller or sauna briefly to check it powers on, or fill a Cedar or Acrylic Tub to check it holds water. Using it, such as plunging or taking a sauna session, makes it ineligible for a change-of-mind return. Returned products must be:
- clean, dry and free of water marks or mineral build-up
- free of scratches, dents or damage
- in their original packaging, with all components, accessories and manuals.
What can be returned?
| Product | Change-of-mind return |
|---|---|
| Chillers, SaunaPods | Yes, if unused (brief power-on check is fine) |
| Portable cold plunges (inflatable) | Yes, if never inflated or filled with water |
| Cedar Tub, Acrylic Tub, XEN Sauna, Designer Tub | Yes, pre-arranged only. Contact us before moving the product. It must go back in its original crate with all protective packaging. |
Not eligible for a change-of-mind return
Opened filter cartridges, water treatment products, opened essential oils, apparel, towels and sauna hats, used floor mats and small accessories, and any inflatable that has been inflated or filled.
This only covers change of mind. If any of these items arrive faulty or not as described, your consumer rights still apply in full. Contact us, and we’ll sort it.
What a return costs
| Reason | Return shipping | Restocking fee | Refund |
|---|---|---|---|
| Change of mind | You pay | 10% of the price paid | Product price less restocking fee. Original shipping charges aren’t refunded. Please note that in-transit change-of-mind returns may incur a return fee as well. These are your responsibility. |
| Faulty or damaged | We pay | None | Repair, replacement or full refund, as your consumer rights provide |
How to start a return
Email us within 30 days of delivery with your order number, your reason for returning and photos of the product and packaging. Don’t send anything back until we’ve approved the return. We’ll confirm eligibility and send return instructions within 1–2 business days. Full steps: Start a Return.
Refunds
Once your return reaches our warehouse, we’ll inspect it within 7–10 business days. If approved, your refund is processed within 5 business days to your original payment method. Your bank or provider may take a few extra days to show it.
If you paid with Afterpay, humm, Affirm, Shop Pay Installments or PayPal Pay Later, the refund reduces or cancels your remaining instalments rather than arriving as a lump sum. If a return doesn’t meet the conditions above (for example, it has been used or arrives damaged or incomplete), we’ll explain why.
We can either send it back to you at your cost, or reduce the refund to reflect its condition.
Bundles and free gifts
If you return part of a bundle, or keep a free gift that came with your order, we’ll deduct the value of the items you keep from your refund.
Cancellations in transit
If you change your mind and need to cancel, we understand. That said, cancellations in transit will be subject to our change of mind policy. This means a 10% restocking fee and (if you have a freight item) return shipping costs. These costs are verified with you directly.
Exchanges
An exchange is handled as a return plus a new order. Once your return passes inspection, we’ll refund the original or put it toward the new product. You pay or receive the price difference. Change-of-mind exchange costs are the same as for returns. Your warranty doesn’t restart with an exchange.
Sale purchases
Items bought on sale, including Black Friday and Cyber Monday, follow this same policy.
United Kingdom: your 14-day right to cancel
Under the Consumer Contracts Regulations 2013, you can cancel your order up to 14 days after delivery for any reason. Tell us in writing (email is fine). Then return the product within 14 days of telling us.
- We’ll refund the price paid and standard outbound delivery, with no restocking fee, within 14 days of receiving the product back (or proof you’ve sent it).
- You pay the cost of returning it. For freight items we can arrange collection and quote the cost upfront.
- You can handle the product to check it, as you would in a shop. If it has been used beyond that (for example, an inflatable that’s been filled and used, or a sauna that’s been used for sessions), we may reduce your refund to reflect the loss in value.
From day 15 to day 30, the standard policy above applies.