Returns PolicyUpdated a day ago
The 30-day window
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 un-inflated, in original packaging with all parts |
| Chiller | Yes | Must be clean, in original packaging with all components |
| SaunaPod | Yes | Must be clean, in original packaging with all accessories |
| 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 packaging with all components. |
| XEN Sauna | Yes, pre-arranged only | Contact us first. Must be in original packaging with all components. |
Not returnable for change of mind: 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.
Return costs
Change of mind:
- Return shipping: 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: full refund or replacement 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