Cancellation policy

If your plans change, email admin@kindrasaunas.com with your order number as soon as possible. We’ll confirm what can be changed and any costs before proceeding.

Before Dispatch

You may request cancellation of a standard sauna order, including a partially paid pre-order, before dispatch. Where permitted by law, any deduction is limited to reasonable, evidenced, order-specific costs that we cannot recover. Our usual administration charge is up to A$250, included within those costs rather than added twice. We will explain the calculation and take reasonable steps to minimise the amount.

A deposit is part-payment of your order; it is not automatically forfeited. If we cannot supply your order, we will refund amounts paid for the undelivered goods.

Made-to-Order Changes

If you request a genuinely bespoke product, we will confirm any special cancellation terms before accepting the order. Choosing a standard finish or heater does not, by itself, make an order bespoke or remove statutory cancellation rights.

After Dispatch

Please contact us before refusing delivery or arranging a return. Our Refund Policy explains the return process and any eligible change-of-mind deductions.

Your Consumer Rights

No administration or cancellation fee applies where the law gives you a right to cancel without one, including an applicable UK or EU cooling-off right. Other mandatory rights, including rights relating to faulty goods or qualifying delivery delays, are unaffected. These terms do not reduce rights already agreed for existing orders.

For an eligible UK or EU distance purchase, you can notify us of cancellation within 14 days after receiving the goods and then return them within a further 14 days. You may use this wording, or any clear statement: “I wish to cancel order [number], ordered on [date] and received on [date]. My name and address are [details].” See our Refund Policy for return costs and refund timing.