Shipping, Delivery, Cancellations and Returns

Swell Sport Pty Ltd
ABN 99 204 693 431
info@swellsport.com.au
1800 849 271

This policy applies to all saunas and ice baths supplied by Swell Sport.

1. Order Processing

1.1 Once your order is confirmed, it enters our scheduling and production queue.
1.2 Each unit then progresses through preparation, quality checks and freight allocation.
1.3 You will receive confirmation once your order has been booked for dispatch.
1.4 Processing times vary across product types and may range from one week to eight weeks depending on stock, production load and import cycles.

2. Shipping Prices

2.1 Shipping throughout Australia is arranged through road freight. For New Zealand, freight is arranged through approved delivery partners.
2.2 The shipping price shown at checkout represents an initial deposit only. This deposit normally reflects forty to fifty percent of the expected delivery cost.
2.3 The final freight cost is calculated when your order is ready for dispatch and may increase or decrease depending on distance, fuel rates, carrier availability and seasonal freight conditions.
2.4 If the final freight cost exceeds the deposit paid, the difference will be invoiced and must be settled before dispatch.
2.5 If the final freight cost is lower than the deposit, the difference will be refunded.
2.6 This process ensures accuracy and transparency across all orders.

3. Shipping Timeframes

3.1 Once your order has passed through production and is booked for dispatch, freight transit time within Australia can vary.
3.2 Regional areas and New Zealand deliveries may require additional time.
3.3 You will receive a tracking number or contacted once your shipment has been dispatched.
3.4 Freight will be delivered on a pallet, and the driver will place it at the safest accessible point, usually at the front of the property.
3.5 Drivers do not enter homes or position products in installation areas.

4. Shipping Delays and Limitations

4.1 All shipping and production timeframes are estimates only.
4.2 By placing an order with Swell Sport, you acknowledge that delays may occur due to circumstances outside our control.
4.3 These may include freight congestion, carrier backlogs, customs inspections, material shortages, manufacturing load, severe weather, industrial action or other force majeure events.
4.4 Refunds or cancellations are not provided due to freight, production or delivery delays.
4.5 Swell Sport will provide updates where possible and work with carriers to ensure efficient delivery.

5. Customer Responsibility After Delivery

5.1 Risk transfers to the customer once the product has been delivered to the confirmed address.
5.2 The customer is responsible for correct handling, protection of all timber components and proper storage from the moment of delivery.
5.3 Panels must be moved immediately if instructed by the freight provider.
5.4 All components must be stored in a dry, level and covered area until installation.
5.5 Exposure to rain, storms, moisture or direct sunlight before installation can cause damage, and such damage is not covered by warranty.
5.6 If the crate is opened or damaged on arrival, components must be moved indoors immediately. Leaving parts outdoors or in open crates is considered improper storage and is not covered by warranty.

6. Shipping Locations

6.1 We deliver to all major regions in Australia and New Zealand.
6.2 For deliveries outside these regions, contact our team for a custom freight quote.

7. Cooling Off Period

7.1 You may cancel your order for any reason within forty eight hours of placing it and receive a full refund.

8. Cancellations After Forty Eight Hours

8.1 If you cancel after forty eight hours but before your order enters production or allocation for dispatch, you will receive a refund equal to seventy five percent of the amount paid.
8.2 No refunds are available once the product has entered production, preparation or freight allocation.
8.3 Custom products cannot be cancelled after the forty eight hour cooling off period under any circumstances.

9. Returns and Refunds for Unused Products

9.1 You may return a non customised product within seven days of delivery if the product is unopened, unused, in original packaging, undamaged, written notice is provided within seven days and you cover the cost of return freight.
9.2 A restocking fee of thirty percent applies.
9.3 Refunds will be processed within twenty one business days once the product is received and confirmed to be in resalable condition.
9.4 If the product is returned in a non resalable condition, a reconditioning fee of up to fifty percent may apply, the return may be refused or the product may be returned to you at your cost.

10. Faulty or Damaged Goods

10.1 If your product arrives damaged or with a confirmed manufacturing fault, you must notify us within twenty four hours of delivery and provide photos, order details and a description of the issue.
10.2 Once verified, Swell Sport will arrange a repair, replacement or refund depending on the nature of the fault.
10.3 Return freight for confirmed faults is covered by Swell Sport.
10.4 Diagnosis and verification must be completed before any replacement is issued.

11. Incorrect Products

11.1 If you receive a product that differs from what you ordered, notify us immediately.
11.2 Do not open the packaging.
11.3 All products are labelled externally to allow identification without unsealing.
11.4 Opening or discarding packaging before verification may result in repackaging fees or refusal of return.

12. Delivery Inspection

12.1 Inspect your delivery before signing for receipt.
12.2 If visible damage is present, inform the driver, photograph the damage and note it on the delivery paperwork.
12.3 Signing without inspection confirms acceptance in good condition.
12.4 For concealed damage, notify us within twenty four hours with photos.

13. Australian Consumer Law

13.1 This policy operates in addition to your rights under the Australian Consumer Law.
13.2 You may be entitled to a repair, replacement or refund if a product fails to meet acceptable quality standards.
13.3 Proof of purchase may be required for all claims.