Comprehensive Business Policy

Infrared Sauna Sales & Service

Effective Date: February 2026
Last Updated: February 8, 2026

1. Product Information & Natural Characteristics

1.1 Natural Wood Properties

All sauna units are constructed from natural wood materials, which possess inherent characteristics that are not considered defects:

• Wood Grain Variation: Natural variations in grain patterns, color, and texture are expected and add to the unique character of each unit
• Wood Movement & Bowing: Wood naturally expands and contracts with changes in temperature and humidity. Minor bowing, warping, or dimensional changes in panels up to 1.5cm or more are normal characteristics of natural wood and do not constitute a defect. This is particularly common in longer panels and is exacerbated by exposure to heat during sauna operation.
• Knots & Mineral Streaks: Small knots, mineral deposits, and natural markings are part of authentic wood construction
• Color Evolution: Wood may naturally darken or lighten over time with exposure to heat and infrared light

These natural characteristics are not covered under warranty and do not qualify for returns or replacements.

1.2 Wood Care & Maintenance

To minimize excessive wood movement:

• Maintain consistent room temperature and humidity where sauna is installed
• Allow sauna to acclimate to room conditions for 24-48 hours before first use
• Avoid placing sauna in areas with extreme temperature fluctuations or high humidity
• Regular use helps stabilize wood as it adapts to heating cycles

Note: Even with proper care, some degree of warping (up to 1.5cm or more) is completely normal and expected behavior of natural wood products.

2. Shipping & Delivery Policy

2.1 Delivery Responsibility

• We arrange freight shipping through trusted logistics partners; however, we do not guarantee safe delivery of sauna units
• All shipments are the customer's responsibility once they leave our warehouse
• Customers are strongly encouraged to purchase transit insurance. Please contact us when placing your order if you would like to arrange transit insurance through the carrier—we can facilitate this on your behalf
• Alternatively, customers may arrange their own insurance coverage through their personal insurance provider
• Any damage occurring during transit must be claimed directly with the freight carrier or through your insurance provider
• We are not liable for delays, damage, loss, or theft during shipping

2.2 Delivery Inspection

• Customers MUST inspect all packages upon delivery before signing for receipt
• Notate any visible damage on the delivery receipt
• Document damage with photographs immediately
• Report damage to the freight carrier within 24 hours
• Failure to inspect and report damage at delivery may void your ability to claim compensation from the carrier

2.3 Current Stock & Lead Times

• Current Inventory Status: Limited stock available for immediate dispatch
• New Stock Arrival: Late February 2026
• Estimated Dispatch for New Orders: February 25, 2026 or later
• Lead times are estimates only and may be subject to change due to customs, shipping delays, or supplier issues
• Orders are fulfilled on a first-come, first-served basis
• We are not responsible for delays caused by circumstances beyond our control

3. Warranty Policy

3.1 Standard Warranty Coverage

FREE 2-YEAR WARRANTY included with every sauna purchase

All sauna units include a complimentary 2-year manufacturer's warranty from date of purchase covering manufacturing defects and component failures.

3.2 Extended Warranty Option

OPTIONAL EXTENDED WARRANTY: Extend to 5 years total for only $250

Protect your investment with our extended warranty plan:

• Standard Coverage: 2 years (included free)
• Extended Coverage: Additional 3 years for $250
• Total Coverage with Extension: 5 years from purchase date

Extended warranty benefits:

• Extends your total coverage from 2 years to 5 years
• Same comprehensive coverage as standard warranty
• Peace of mind for long-term sauna enjoyment
• Must be purchased at time of sauna order or within 30 days of delivery
• Contact us to add extended warranty to your order

Total possible coverage: Up to 5 years (2 years standard + 3 years extended for $250)

3.3 What Is Covered

The warranty covers manufacturing defects and component failures only, including:

• Faulty heating elements that fail to operate
• Electrical component malfunctions
• Structural failures due to manufacturing defects (excluding natural wood movement)
• Control panel defects affecting functionality
• Door hardware and hinge failures
• Lighting system defects

3.4 What Is NOT Covered

The warranty specifically excludes:

• Normal wear and tear from regular use
• Natural wood characteristics including bowing, warping (up to 1.5cm or more), color changes, grain variations, knots, or splits
• Damage from improper installation or modification
• Damage from misuse, abuse, or negligence
• Damage from power surges or electrical issues (use of surge protector recommended)
• Cosmetic damage that does not affect functionality
• Damage during shipping or transit
• Units installed in commercial settings (residential use only)
• Damage from exposure to moisture, flooding, or outdoor elements
• Unauthorized repairs or modifications
• Glass breakage (unless proven manufacturing defect)
• Scratches, dents, or surface marks acquired after delivery
• Damage from pets, pests, or environmental factors

3.5 Warranty Claims Process

1. Contact our support team with proof of purchase and detailed description
2. Provide photographs/videos demonstrating the issue
3. Allow remote troubleshooting assistance
4. If defect is confirmed, replacement parts will be shipped
5. Customer is responsible for installation of replacement parts (or may hire qualified technician at their own expense)

Warranty is non-transferable and applies only to the original purchaser.

IMPORTANT: Warranty coverage provides replacement parts only. We do not accept returns under any circumstances, including for warranty claims.

4. Returns & Refunds Policy

4.1 No Returns Policy

WE DO NOT ACCEPT RETURNS UNDER ANY CONDITIONS.

• No returns for change of mind
• No returns for buyer's remorse
• No returns for incorrect measurements or fit issues
• No returns for natural wood characteristics (warping, color variation, etc.)
• No returns for cosmetic imperfections
• No returns for shipping damage (must claim with carrier/insurance)
• No returns for warranty issues (replacement parts provided instead)

ALL SALES ARE FINAL. There are absolutely no exceptions to this policy.

4.2 Defective Products

• Verified manufacturing defects are addressed through warranty replacement parts only
• No refunds or returns will be issued for defective products
• Customers must work with our support team to troubleshoot and receive replacement components
• Wood warping up to 1.5cm or more is not considered a defect

4.3 Cancellation Policy

• Orders may be cancelled within 24 hours of placement for a full refund
• Orders cancelled after 24 hours but before dispatch: 20% restocking fee applies
• Orders cannot be cancelled once shipped—no exceptions

4.4 Refund Policy

The only circumstances under which refunds are provided:

• Order cancelled within 24 hours of placement
• Order cancelled before dispatch (minus 20% restocking fee)
• Order never shipped due to our inability to fulfill

Once a sauna is shipped, no refunds will be issued under any circumstances.

5. Installation & Safety

5.1 Installation Requirements

• Saunas must be installed according to manufacturer instructions
• Installation on level, stable flooring required
• Adequate ventilation must be provided
• Dedicated electrical circuit recommended (consult licensed electrician)
• Minimum clearances from walls and ceiling must be maintained
• Professional installation recommended but not required
• Customers are responsible for ensuring sauna will fit in intended space—measure carefully before ordering

5.2 Safety Guidelines

• Not suitable for children under 12 without adult supervision
• Contraindicated for pregnant women, individuals with heart conditions, or other medical conditions (consult physician)
• Maximum session duration recommendations must be followed
• Keep sauna free from moisture and liquids
• Never modify electrical components
• Do not use sauna while under the influence of alcohol or drugs
• Stay hydrated before, during, and after use

Failure to follow installation and safety guidelines voids warranty.

6. Payment Terms

6.1 Payment Methods

• Credit/debit card (Visa, Mastercard, American Express)
• Bank transfer (EFT)
• Payment plans available through approved third-party providers (subject to approval)

6.2 Payment Schedule

• 50% deposit required to confirm order
• Balance due before dispatch
• Orders will not be shipped until payment is received in full
• Deposits are non-refundable after 24 hours
• Extended warranty ($250) must be paid at time of order or within 30 days of delivery

7. Customer Support

7.1 Support Channels

• Email: [Your support email]
• Phone: [Your phone number] (Business hours: Mon-Fri 9AM-5PM AEST)
• Response Time: Within 48 business hours

7.2 Technical Support

• Troubleshooting assistance provided free of charge during warranty period
• Video tutorials and installation guides available on website
• Remote support via phone/video call available
• After-warranty support available at standard hourly rates

8. Privacy & Data Protection

8.1 Information Collection

• We collect only necessary information to process orders and provide support
• Customer data is stored securely and never shared with third parties without consent
• Customers may request their data at any time
• We comply with Australian Privacy Principles

9. Limitation of Liability

To the maximum extent permitted by Australian Consumer Law:

• Our liability is limited to replacement of defective parts
• We do not provide refunds for any reason once product is shipped
• We are not liable for consequential damages, installation costs, loss of use, or personal injury
• We are not responsible for shipping damage or delays
• Natural wood characteristics (including warping up to 1.5cm or more) are not defects and create no liability
• Nothing in this policy excludes consumer guarantees under Australian Consumer Law

10. Modifications to Policy

We reserve the right to update this policy at any time. Current version is always available on our website. Continued use of our services after policy changes constitutes acceptance of updated terms. Customers will be notified of material changes via email.

11. Australian Consumer Law

Nothing in this policy limits or excludes any rights customers have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

However:

• Natural wood characteristics including warping up to 1.5cm or more are inherent properties of the material and do not constitute a failure under Australian Consumer Law
• For verified major failures under ACL, remedies will be provided through replacement parts, not returns or refunds where commercially reasonable
• Our no-returns policy applies except where Australian Consumer Law explicitly requires otherwise

For genuine consumer guarantee issues, we will work with customers to provide appropriate remedies as required by law.

12. Pre-Purchase Acknowledgment

CRITICAL: By placing an order, customers acknowledge and agree to the following:

• NO RETURNS ACCEPTED UNDER ANY CONDITIONS
• All sales are completely final once order is placed
• 2-year standard warranty included (replacement parts only)
• Extended warranty available: extend to 5 years total for $250 (contact us to purchase)
• Wood warping up to 1.5cm or more is normal and expected
• We do not guarantee safe delivery
• Transit insurance is recommended (contact us to arrange)
• Current lead times: dispatch February 25, 2026 or later for new orders
• Customer is responsible for measuring space and ensuring fit
• Customer accepts all risks associated with the purchase
• Warranty provides replacement parts only, never returns or refunds
• Customer has read and understood this entire policy

If you are not comfortable with these terms, particularly our no-returns policy, please do not place an order.

Questions? Contact our customer service team at info@wholesalesaunas.com.au

PROTECT YOUR INVESTMENT: Consider purchasing the extended warranty (extend to 5 years total for only $250) and transit insurance when placing your order. Contact us to add these protections.

FINAL WARNING: We strongly urge customers to review this policy carefully, ask all questions before purchasing, verify measurements, and understand that once you order, there is no turning back. Our team is available to answer any questions about natural wood behaviour, warranty coverage, delivery expectations, transit insurance options, or extended warranty benefits before you commit to your purchase.