Shipping & Returns Policy

1. Order Processing

Once your order is confirmed, it enters our scheduling system for preparation, quality inspection, and freight allocation. We process every order with care to ensure your product arrives safely and in perfect condition. You will receive confirmation as soon as your order has been booked for dispatch.

2. Shipping Costs

Shipping throughout Australia and New Zealand is managed via road freight. The freight amount shown at checkout may represent an initial deposit of approximately 40–50% of the estimated delivery cost. The final freight cost will be confirmed once your order is ready to ship and may vary slightly from the initial estimate depending on distance, fuel, and carrier rates.

If the final freight cost is higher than the deposit, the difference will be invoiced prior to dispatch. If it is lower, the difference will be refunded to you. This process ensures fairness and transparency in freight pricing for all customers.

3. Shipping Timeframes

After your order is booked for dispatch, standard delivery takes approximately 3–5 business days within Australia. For New Zealand or regional areas, please allow additional transit time depending on freight carrier scheduling and location. You will receive a tracking number via email once your shipment has been dispatched.

4. Shipping Delays and Force Majeure

Delivery, Handling and Customer Responsibility

All delivery dates provided are estimates only. By placing an order with Swell Sport, you acknowledge that shipping and delivery timeframes are subject to external factors such as freight congestion, customs processing, carrier capacity and material availability. These circumstances are beyond our control and delays may occasionally occur. Refunds or cancellations are not issued due to freight or production delays. Our team works closely with freight partners to provide updates and ensure timely delivery wherever possible.

Risk and responsibility after delivery

Once the sauna or ice bath has been delivered to the customer’s address, all responsibility for proper handling, storage and protection of the goods immediately transfers to the customer. Freight carriers may provide handling instructions upon delivery and it is the customer’s responsibility to follow these instructions.

If the freight provider instructs the customer to move individual panels or components from the crate at the time of delivery, the customer must follow this guidance promptly to prevent damage. Leaving the unit unattended, exposed or incorrectly stored after delivery may result in damage that is not covered by warranty.

Weather exposure and incorrect storage

Outdoor exposure, rain, storms or moisture contact immediately after delivery can cause timber products to warp, expand or sustain irreversible damage. Saunas or components left outside, unprotected or still inside a damaged or open crate are not considered to be stored safely. Damage arising from weather exposure after delivery is not covered by warranty.

Incorrect handling and care

Damage caused by misuse, incorrect handling, incorrect storage or failure to follow installation or delivery instructions is not covered. Customers are responsible for ensuring that the sauna components are stored in a dry, level, protected area from the moment they are delivered.

Exclusions

We are not responsible for damage or loss caused by any of the following once delivery is completed at the customer’s address:

Freight carrier backlogs or operational issues
Customs inspections or border clearances
Adverse weather events or moisture exposure after delivery
Force majeure events or industrial action
Improper storage or failure to follow handling instructions
Damage caused by leaving the crate or panels outdoors after delivery

5. Shipping Locations

We currently deliver to all major regions within Australia and New Zealand. For deliveries outside these regions, please contact our team to discuss international options and available carriers. International shipments will be quoted separately based on the destination and customs requirements.

6. Cooling Off and Cancellations

If you cancel before your order has been allocated for dispatch, you will receive a refund equal to fifty percent (50%) of the total payment.

No refunds are available once your order has entered the shipping or allocation process. Customised or special-order products cannot be cancelled or refunded due to their unique nature.

7. Returns and Refunds (Unused Products)

You may return a non customised product within seven (7) days of receipt if the following conditions are met:

• The item is unopened, unused, and in its original packaging
• You notify us in writing within seven days of delivery
• You cover the cost of return freight

A restocking fee of thirty percent (30%) applies to all returned goods. Refunds, less applicable fees, will be processed within twenty one (21) business days once the item has been received and inspected in resalable condition.

Products returned in non resalable condition may incur a reconditioning fee of up to fifty percent (50%) or be refused for refund.

8. Faulty or Damaged Goods

If your product arrives damaged or with a confirmed fault, contact our team within twenty four (24) hours of receipt. Please include photos, your order number, and a brief description of the issue. Once verified, we will arrange a repair, replacement, or refund depending on the nature of the issue.

Where damage is confirmed, return freight will be covered by Swell Sport. Proof of purchase may be required to process a claim.

9. Incorrect Products

If you receive a product that differs from what you ordered, please contact us immediately and keep the item unopened and in its original packaging. If the item has been opened or unpacked before verification, additional repackaging fees may apply. All products are labelled for identification prior to unboxing. If unsure, please contact our team before opening the box.

10. Receiving and Inspection

Please inspect your delivery before signing for receipt. If there is visible damage, note it with the driver and take photos before unboxing. Signing for goods without inspection indicates acceptance in good condition. For concealed damage, notify our team within twenty four (24) hours with photos and a description.

11. Australian Consumer Law

This policy operates in addition to your rights under the Australian Consumer Law. You are entitled to a repair, replacement, or refund if a product fails to meet acceptable quality standards. You are also entitled to compensation for any other reasonably foreseeable loss or damage resulting from a major failure.