Returns, Refunds & Warranty Policy

At KOVE Designs Australia, we want you to feel confident when purchasing our saunas, ice baths and recovery equipment.

This policy explains our voluntary 30-day change-of-mind guarantee, how to return a product and how we handle faulty products and warranty claims.

30-Day Change-of-Mind Guarantee

In addition to your rights under the Australian Consumer Law, KOVE Designs Australia offers a voluntary 30-day change-of-mind guarantee.

You may request a return within 30 days of delivery provided that the product:

• Is unused and has not been installed, assembled or connected to power

• Is in its original condition

• Includes all components, accessories, manuals and supplied items

• Is returned in its original packaging wherever reasonably possible

• Was not custom-made, specially ordered or sold as a non-returnable clearance item

Please contact us and receive return approval before sending any product back.

For an approved change-of-mind return, the customer is responsible for return freight and any collection costs.

If the original packaging has been lost or discarded, we may choose to accept the return after inspecting its condition. A restocking fee of up to 20% may apply to cover reasonable inspection, testing, repackaging and handling costs. We will confirm any proposed fee before arranging the return.

This change-of-mind policy does not limit your rights where a product is faulty, damaged, unsafe or otherwise fails to meet a consumer guarantee.

How to Request a Return

1. Contact KOVE Designs Australia

Before returning an item, contact our customer support team and provide:

• Your name and order number

• The product you wish to return

• The reason for the return

• Photographs showing the product and packaging

• Any other information reasonably required to assess the request

Do not send a product back until we have confirmed the return instructions and destination.

2. Package the Product

The product must be packaged securely and appropriately for transport.

For change-of-mind returns, you are responsible for damage occurring during return transit. We recommend using the original packaging and taking photographs before collection or lodgement.

3. Arrange Return Freight

Change-of-mind returns should be sent using a tracked and adequately insured freight service. Please retain your freight receipt and tracking information.

For larger products, palletised goods and saunas, we can help arrange collection. The applicable freight charge will be confirmed before collection is booked.

Return Timeframe

After we approve a change-of-mind return, the product should be dispatched or made available for collection within 14 days unless we agree to another timeframe in writing.

A return may be declined if it is not sent within the agreed period.

Inspection and Refunds

Returned products are inspected after they arrive.

If a change-of-mind return meets this policy, the approved refund will be issued to the original payment method, less any agreed return freight, collection or restocking charge.

We will notify you after the inspection has been completed. Your bank or payment provider may require additional time to credit the funds to your account.

Original delivery charges are not normally refundable for a change-of-mind return unless KOVE Designs Australia agrees otherwise.

Change-of-Mind Exclusions

We do not normally accept change-of-mind returns for:

• Products that have been used

• Products that have been assembled or installed

• Electrical products or components that have been connected to power

• Opened consumables or hygiene-sensitive accessories

• Products damaged after delivery

• Products missing components or accessories

• Custom-made, modified or special-order products

• Products expressly identified as non-returnable before purchase

These exclusions apply only to change-of-mind returns. They do not limit any rights available under the Australian Consumer Law.

Bundle Purchases

An entire bundle may be returned under our change-of-mind guarantee if every included product meets the return conditions.

If only part of a bundle is returned, the refund will be recalculated using the individual value of the returned product rather than the discounted bundle allocation. Any bundle discount that no longer applies may be deducted from the refund.

We will explain the calculation before finalising the return.

Faulty, Damaged or Incorrect Products

Contact KOVE Designs Australia promptly if a product:

• Arrives damaged

• Is faulty or unsafe

• Does not match its description

• Is missing an essential component

• Is different from the product ordered

Please provide your order number, a description of the issue and clear photographs or videos where appropriate.

We may need to inspect or test the product before confirming the available remedy.

The appropriate remedy will depend on the nature and seriousness of the problem and may include the following, where required by the Australian Consumer Law:

• Technical assistance

• Replacement parts

• Repair

• Product replacement

• Refund

• Another remedy required by the Australian Consumer Law

For large, heavy or installed faulty products, please contact us before arranging transport. Where required under the Australian Consumer Law, KOVE Designs Australia will arrange collection or cover reasonable return costs.

If you have already paid reasonable return costs and the product is confirmed to have a fault covered by the Australian Consumer Law, keep your receipts so we can assess reimbursement.

Products Damaged in Transit

Please inspect your order as soon as reasonably possible after delivery.

If you notice transit damage:

1. Record the damage on the carrier’s delivery documentation where possible.

2. Take photographs of the external packaging, shipping labels and affected product.

3. Retain the product and all packaging.

4. Contact KOVE Designs Australia promptly with your order number and evidence.

Reporting visible transit damage within 24 hours helps us investigate the issue quickly with the carrier. A later report does not automatically remove any rights you may have under the Australian Consumer Law.

Do not assemble, install or use a product that appears unsafe or significantly damaged before contacting us.

KOVE Product Warranties

Warranty support: KOVE does not offer an in-house, on-site or general repair service. Under our voluntary warranty, we assess claims and provide replacement parts, a replacement unit or a refund, as appropriate. This service policy does not exclude any remedy, reimbursement or other obligation required by the Australian Consumer Law, and it does not reduce warranty promises attached to an earlier purchase.

Sauna and Chiller Warranty Periods

• All KOVE saunas — 2-year mechanical and electrical warranty: covers manufacturing defects in infrared heating tubes and elements, sauna heaters supplied with the sauna (including Harvia heaters), heater elements, lights, display panels, control panels and other supplied mechanical or electrical components.
• All KOVE saunas — 3-year structural warranty: covers manufacturing defects in all exterior timber components of the sauna, including the exterior timber walls, cladding, frame and timber roof components. This period applies to the exterior timber only; it does not extend the mechanical and electrical warranty or automatically cover glass, roof coverings, fittings or interior timber for three years.
• All KOVE ice bath chillers — 2-year warranty: covers manufacturing defects in the chiller and its supplied components.

These periods begin on the original order date. The sauna periods apply across the KOVE sauna range, including indoor infrared, outdoor barrel and outdoor cube saunas. Other products retain their separately stated warranty periods. Normal wear, routine servicing and damage caused by an excluded event are not manufacturing defects.

Full product-specific terms and the claim process are available in our Warranty & Product Care Guide.

The warranty applies where the product has been installed, operated and maintained in accordance with the supplied instructions and any product-specific care requirements.

If a valid manufacturing defect occurs during the warranty period, KOVE Designs Australia will determine an appropriate remedy. Depending on the product and nature of the defect, this may include:

• Diagnosing the fault

• Replacing a defective component

• Supplying replacement parts

• Replacing the product with an equivalent model

• Providing another appropriate remedy

Product-specific warranty terms, maintenance requirements and exclusions may apply to products such as saunas, sauna heaters, ice baths, chillers and electrical recovery equipment.

Any benefits provided by the KOVE warranty are in addition to your rights and remedies under the Australian Consumer Law.

Warranty Exclusions

Sauna Bases, Site Preparation and Ground Movement

The customer is responsible for arranging and maintaining a solid, level, stable and adequately drained base that supports the sauna at every support point specified in the installation manual. The base and any supporting floor or deck must safely carry the combined weight of the sauna, heater, occupants and accessories without settlement, movement or excessive deflection. Obtain advice from an appropriately qualified builder, engineer or other tradesperson if the suitability or load capacity is uncertain.

Do not install a sauna on bare soil, grass, loose or uncompacted fill, an uneven surface or an inadequately supported deck. Any slab, paving or deck must be properly designed, prepared and supported for the product and site conditions. Follow the product-specific manual for support positions, clearances, drainage, anchoring and ventilation; these requirements vary by model.

Check that the base remains level and stable throughout use. Soil movement, erosion, subsidence, settlement, heave, tree roots, inadequate drainage and movement or failure of a slab, paving, deck or other supporting structure can distort the sauna, affect how it sits, prevent doors from closing, strain joints and damage timber, glass or equipment. Stop using the sauna if its support becomes unsafe and arrange appropriate rectification before further use.

To the extent permitted by law, KOVE is not responsible for faults, breakage, misalignment, instability or other loss or damage caused by an unsuitable base, insufficient support, ground movement or failure to prepare or maintain the site correctly. The voluntary KOVE warranty does not cover the resulting damage or the cost of correcting those site conditions. This exclusion does not apply to the extent that a defect in the supplied product, incorrect instructions or work for which KOVE is legally responsible caused or contributed to the problem.

Weather, Use and Maintenance Exclusions

Install, operate, protect, clean, service and store the sauna or chiller in accordance with its supplied user manual and product specifications. Indoor products must remain indoors. Outdoor products must have the drainage, ventilation, weather protection, timber treatment and other care required by their manual; an outdoor rating does not make a product floodproof or suitable for every exposure.

The voluntary KOVE warranty excludes faults and damage to the extent caused by:

• Incorrect assembly, installation, electrical connection, relocation or use outside the product specifications;
• Misuse, abuse, neglect, accidental impact, overloading, unauthorised modification or repair, or unsuitable accessories or chemicals;
• Storms, hail, flooding, lightning, fire, freezing, excessive heat, water ingress or other weather or environmental exposure beyond the product’s specified operating and installation conditions;
• Failure to provide the weather protection, drainage, ventilation, timber treatment, cleaning, inspection, filter changes, water treatment, frost protection or other maintenance required by the user manual;
• Continued operation after a fault, unsafe support, leak or other problem becomes apparent, where this causes further damage.

An exclusion must be connected to the fault or damage being claimed. A missed maintenance step or an unrelated modification does not automatically void the entire warranty. Ordinary permitted use and normal weather exposure within an outdoor product’s stated specifications do not, by themselves, remove cover for a manufacturing defect. Nothing in these exclusions limits rights or remedies that cannot be excluded under the Australian Consumer Law.

The KOVE warranty does not cover damage caused by:

• Incorrect assembly or installation

• Electrical work completed by an unqualified or unlicensed person

• Use contrary to the supplied instructions

• Failure to perform required cleaning or maintenance

• Misuse, abuse, negligence or accidental damage

• Unauthorised modification or repair

• Unsuitable electrical supply, water quality, ventilation or environmental conditions

• Normal wear and tear

• Cosmetic changes that do not affect normal operation

• Commercial use where the product is expressly sold for domestic use only

An exclusion applies only where the excluded event caused or contributed to the fault or damage.

These exclusions do not limit rights that cannot be excluded under the Australian Consumer Law.

How to Make a Warranty Claim

Contact KOVE Designs Australia before arranging repairs or replacement work.

Please provide:

• Your name and order number

• The product model and serial number, where applicable

• A clear description of the issue

• Photographs or videos demonstrating the fault

• Details of installation and maintenance where relevant

• Copies of any requested installation or electrical documentation

We may provide troubleshooting instructions or request further information before determining the appropriate next step.

Do not arrange an unauthorised repair unless we have agreed to it in writing or urgent action is reasonably necessary to prevent injury or further property damage.

For an accepted claim under the KOVE warranty, KOVE Designs Australia will cover the reasonable costs of the remedy stated in the warranty assessment. If inspection establishes that the issue is not covered, we will discuss any inspection or transport charges with you before proceeding. KOVE does not offer chargeable repair services.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The KOVE product warranties and our voluntary change-of-mind guarantee operate in addition to these rights. Your rights under the Australian Consumer Law may continue beyond the stated warranty period in appropriate circumstances.

Contact KOVE Designs Australia

For returns, refunds or warranty support, contact:

KOVE Designs Australia
42 Frankston Gardens Drive
Carrum Downs VIC 3201

Email: [email protected]
Phone: (03) 9070 5596

Please include your order number whenever possible so we can assist you efficiently.