Zeneva Saunas — Return & Refund Policy

Our Promise

At Zeneva, we stand by the quality of every sauna we sell. If your sauna arrives damaged, faulty, or not as described, we’ll make it right in line with Australian Consumer Law.

Change of Mind

Because each sauna is bulky freight and custom-packed, we don’t offer refunds or returns for change of mind, incorrect purchase, or buyer’s remorse. Please double-check model, size, electrical requirements, and space before ordering.

Damaged or Faulty Items

If your sauna or accessories arrive damaged or defective, contact us within 7 days of delivery with:
- Order number
- Photos / video showing the issue
- A short description of the problem

We’ll assess the claim within 3 business days and offer one of the following:
- Replacement of damaged part(s)
- Full replacement of unit if beyond repair
- Refund if a replacement cannot be supplied within a reasonable time

Do not attempt to return any product without written approval from Zeneva.

Warranty

Every Zeneva Sauna is backed by our commitment to quality.

• 5-Year Structural Warranty covering the Canadian Hemlock timber and sauna structure against manufacturing defects under normal residential use.
• 3-Year Electrical Warranty covering the carbon heating panels, digital controller, Wi-Fi module, Bluetooth audio system, wiring, power supply, temperature sensors and other electrical components against manufacturing defects.

This warranty applies to saunas used in accordance with the user manual and installed in a suitable indoor environment. It does not cover normal wear and tear, cosmetic changes to the timber, misuse, accidental damage, improper installation, commercial use, power surges or damage caused by external factors.

If you believe your sauna has a manufacturing defect, please contact Zeneva with your proof of purchase. We will assess the issue and, where appropriate, repair or replace the faulty component.

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 your goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Return Process

1. Contact our support team at support@zenevasaunas.com.au.
2. Wait for return authorization and instructions.
3. Repack the item securely in its original packaging (if possible).
4. Once received and inspected, we’ll confirm your replacement or refund status.

Non-Returnable Items

- Custom-ordered or modified saunas
- Used or installed units
- Clearance or final sale items

Need Help?

Email us at support@zenevasaunas.com.au
or visit www.zenevasaunas.com.au/pages/contact