Refund & Return Policy

Legal Notice

This Return & Refund Policy applies to purchases made on svalasauna.com.au.

Svala Sauna is an online retail brand operated by HONGKONG SMARTMAK CO., LIMITED, which is the sole legal entity responsible for all online retail activities conducted on this website, including product listings, pricing, order fulfillment, shipping coordination, returns, refunds, warranty services, and after-sales customer support.

Our Commitment

At Svala Sauna, we are committed to providing clear, fair, and transparent return and refund policies. Please review the following information carefully before placing your order.

1. Change of Mind Returns

If you wish to return a product due to a change of mind (including ordering the wrong item or no longer requiring the product), you may request a return within 30 calendar days of receiving your order.

In such cases:

  • The customer is responsible for all return shipping costs, which will be calculated based on the product’s size, weight, and delivery location.
  • A 20% restocking fee may apply, depending on the product condition and return circumstances, to cover inspection, repackaging, and administrative processing.

2. Damaged or Faulty Products

If your sauna arrives damaged or has manufacturing defects, please notify us within 7 calendar days of delivery by emailing support@svalasauna.com.au with:

  • Your order number
  • A detailed description of the issue
  • Clear photos of the affected area(s)

Once reviewed, we will arrange either:

  • A replacement part
  • A full or partial refund

A return or exchange (as appropriate)

3. Return Period & Returns Eligibility

Our return period is 30 calendar days from the date you receive the goods.

To be eligible for a return:

  • The item must be unused and in the same condition that you received it.
  • It must be in the original packaging (where applicable).

Before returning any item, you must contact us to obtain return approval. The return address will be provided via email. Email: support@svalasauna.com.au

4. Non-Returnable Items

We do not accept returns or offer refunds for:

  • Installed or partially assembled saunas
  • Products damaged due to misuse or improper installation
  • Clearance or final sale items
  • Customised or modified units

5. Return Shipping

If a return is approved, the customer is responsible for:

  • Coordinating return shipping
  • Covering shipping costs unless the item was faulty or incorrect

We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.

6. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved:

Usually, the refund will get back to your account within 7 calendar days.

The refund will be issued to your original method of payment.

Note: If an order is canceled before shipment, a full or partial refund may be issued, subject to any applicable processing or handling fees. Customers will be informed of any fees prior to cancellation.

7. Need Help?

For any questions or concerns about returns, please contact us at:
Email: support@svalasauna.com.au