Returns PolicyUpdated 4 days ago
You have 30 days from your delivery date to request a return. The clock starts when the carrier confirms delivery, not when your order was placed. If you have a fault that appears outside the 30-day window, that's a warranty claim rather than a return. Contact us at [email protected] and we'll help.
What can be returned?
| Product | Change of Mind | Conditions |
|---|---|---|
| Portable Tubs | Yes, if unused | Must be clean, in original packaging with all accessories and components. |
| Chiller | Yes, if unused | Must be clean, in original packaging with all accessories and components. |
| SaunaPod | Yes, if unused | Must be clean, in original packaging with all accessories and components. |
| Cedar Tub | Yes, pre-arranged only | Contact us first. Must be in original crate with all protective packaging. |
| Acrylic Tub | Yes, pre-arranged only | Contact us first. Must be in original crate with all protective packaging. |
| XEN Sauna | Yes, pre-arranged only | Contact us first. Must be in original crate with all protective packaging. |
What cannot be returned?
- Opened filter cartridges,
- Water treatment chemicals,
- Opened essential oils,
- Used accessories,
- Apparel and towels, and
- Any inflatable product that has been inflated and filled with water.
If any of the above non-returnable items arrive faulty or damaged, your consumer rights still apply regardless of the above. Contact us and we'll sort it.
What does is cost to return?
Change of mind:
- Return shipping: Returned under the customer's responsibility
- Restocking fee: 10% of the original product cost, deducted from your refund
Damaged on arrival, manufacturing defect, or item not as described:
- Return shipping: Covered by Vital+
- Restocking fee: Does not apply
- Outcome: Replacement or refund at no cost to you
The 10% restocking fee applies to change-of-mind returns only. It does not apply if your product is faulty, arrives damaged, or is not as described at the time of sale.
Refunds
Once your return is received, inspection takes 7–10 business days. If everything checks out, your refund is processed within 5 business days to your original payment method.
Exchanges
If you'd prefer an exchange over a refund, let us know when you get in touch. We can arrange a swap for a different model once the return has been inspected and approved.
Your consumer rights
This policy works alongside your statutory rights, which always apply:
- Australia and New Zealand: Australian Consumer Law
- United Kingdom: Consumer Rights Act 2015
- United States: applicable state consumer protection laws