Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Additionally, we offer a 48-hour cooling-off period after placing your order, during which you may cancel your purchase for a full refund. Returns can only be requested after you have received your order. We do not accept cancellations or returns for undelivered items after the 48-hour cooling-off period. To be eligible, your item must be in the same condition that you received it, in its original packaging, and you’ll need the receipt or proof of purchase. Returns will need to be done at your own cost, and you must first email our support team for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  You can always contact us for any return question at support@novasaunas.com.au.

Sauna: Once you receive your sauna you have 30 days to request refund for any reason. To be eligible for a return, your item must be in the same condition that you received it and in all its original packaging, including the box. You’ll also need the receipt or proof of purchase. You may trial the sauna but if you'd like to be eligible for a refund you must ensure that your sauna meets these criteria before sending it back to us. To start a return, you can contact us at support@novasaunas.com.au.

Warranty: If you suspect there is a fault with your sauna, please get in contact with us ASAP at support@novasaunas.com.au - We will most likely require a video to asses the sauna, and once we determine the fault we will fix / replace as part of our 1 year to 3 year warranty.

Pre-Sale/Sale Period Offers: During a sale or pre-sale period, if you wish to cancel your order prior to dispatch, you may do so under the following conditions:
Cancellations After 48 Hours but Before Arrival For Pre Order: If you wish to cancel your order after 48 hours but before your sauna has arrived, you will only be eligible for a refund of 50% of your deposit. This is to cover administrative costs and the reservation of your sauna.
Cancellations After Dispatch: Once your sauna has been dispatched, our standard return policy applies, meaning you may request a return within 30 days of receiving the item, provided it meets the eligibility criteria outlined above. 
Custom Discounts: In the event we offer you a custom discount, you're refund rights will will be forfeited.

International: All international (delivery address outside of Australia) sales are final. We cannot accept cancellations or returns for orders placed outside of Australia.

Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For any questions regarding returns please contact us at support@novasaunas.com.au

Nova Saunas Warranty Policy

Nova Saunas offers the following warranty timeframes for our products:

Infrared Heaters – 3 Years
All Heaters – 3 Years
All Outdoor Traditional Cabins – 3 Years
Electrical Components – 3 Years

Your Nova Saunas Warranty Coverage
At Nova Saunas, we stand behind the quality of our products. That’s why every purchase comes with a comprehensive warranty designed to ensure confidence and long-term support.

To make a warranty claim, you’ll need prior approval from our team. Any repairs or servicing must be completed by an authorised Nova Saunas technician—unless we’ve provided written permission for alternative arrangements.

What the Warranty Doesn’t Cover

While we aim to support our customers as much as possible, there are certain situations where the warranty won’t apply. These include:

Misuse, neglect, or operation outside of normal or intended use
Connecting or using the sauna with incompatible devices or systems
Repairs or modifications made by anyone not authorised by Nova Saunas
Promises or coverage offered by third parties not affiliated with Nova Saunas
Failure to perform routine maintenance as recommended in the owner’s manual (ongoing care is the responsibility of the customer)

Service Coverage & Shipping Costs

Customers are responsible for covering any shipping or transport costs involved in sending the unit for servicing or repairs.
If replacement parts are shipped directly to the customer, all delivery fees will be at the customer’s expense.

Further Support & Legal Assurance

This warranty operates in line with your rights under Australian Consumer Law and does not limit or override any protections you’re entitled to.

We’re here to help—if you have any questions about your sauna or need assistance, our dedicated support team is just an email away. 📧 support@novasaunas.com.au