Refund policy
1. About this policy
This Return and refund policy applies to goods supplied by Firefly Cove Pty Ltd (ABN 14 611 955 223) trading as Nordic Spa ("we", "us", "our"). It covers payment, deposits, cancellations, change of mind returns, refunds, goods damaged or missing on delivery, faulty goods and warranty.
Shipping, delivery, depot collection and inspection on delivery are set out separately in our Shipping policy.
It forms part of our terms of sale. Where this policy and our terms of sale conflict, our terms of sale prevail.
This policy sets out arrangements we offer in addition to your rights under the Australian Consumer Law. The deposits, fees and freight deductions in this policy do not apply where you are exercising a right under the Australian Consumer Law.
This policy does not apply to trade or commercial orders.
2. Your rights under the 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies those guarantees. The return, refund and warranty arrangements set out below are offered in addition to your rights under the Australian Consumer Law, not instead of them. Where those arrangements are less favourable than your statutory rights in a particular case, your statutory rights apply.
3. Which terms apply to your order
Two sets of terms apply, depending on what you have ordered.
Wellness products means saunas, hot tubs, barrels, ice baths and other products in our Garden Spa and Wellness range.
Buildings means everything else, including cabins, garages, sheds, carports, glasshouses, pavilions, playhouses and modular wall systems.
Options and accessories follow the product they are ordered for.
4. Payment
Payment terms depend on whether your product and finish are held in stock. We confirm the stock position before you order.
The price of your order is fixed when you place it.
Held in stock. Payment in full at the time of order. We dispatch within 1 to 4 business days of receiving payment.
Supplied to order. Products not held in stock are made to order in the size, model and finish you select, with a lead time of 8 to 14 weeks. They are not general stock and are not made until you order them. You may choose either:
- Deposit. 40% of the order value at the time of order. The balance is payable once your order has arrived at our warehouse and before it is freighted to you.
- Payment in full, with a 3% discount. Pay the full amount at the time of order and take 3% off. Available on full-priced items only, and not in combination with any other discount or promotion.
5. Cancelling your order
Products held in stock. You may cancel at any time before dispatch. An administration fee of 15% of the order value applies. We refund the balance, less the freight described in clause 10.
Products made to order. Your product is made in the size, model and finish you choose and cannot be sold to anyone else. If you cancel it, we retain our reasonable costs and losses arising from the cancellation, up to the amount you have paid, and refund any balance. Because a made-to-order product cannot be resold, this usually means your deposit is not refundable. This does not limit your rights under the Australian Consumer Law.
After dispatch. Orders cannot be cancelled after dispatch. Clause 7 or 8 applies once the goods are delivered.
6. If you do not pay the balance
Where you have paid a deposit, the balance is payable in full before your order is dispatched. We notify you when your order reaches our warehouse and is ready to dispatch.
Your order is held at our warehouse until the balance is paid. Storage is free for the first 3 business days after that notice and $150 per week after that.
If the balance remains unpaid we may cancel your order and retain the deposit in accordance with clause 5, and any storage charges accrued are deducted from anything otherwise refundable.
7. Change of mind after delivery: Wellness products
You may return a wellness product within 14 days of delivery if:
- it is unused, unopened, unassembled and in the condition in which it was delivered;
- it is in a re-saleable condition; and
- you have obtained a return authorisation from us before returning it.
A restocking fee of 15% of the purchase price applies. Freight charges, both to you and for the return collection, are payable by you and are deducted from the refund in accordance with clause 10.
We will refund you once the goods have been received and inspected.
8. Change of mind after delivery: Buildings
Buildings are made to your specification and are not returnable for change of mind.
If your circumstances change, contact us. We may agree to accept a return in writing, at our discretion, where the building is unopened, unassembled and in a re-saleable condition. Where we do, clause 7 applies and the return is subject to a fee and to freight in both directions.
This clause does not affect your rights under the Australian Consumer Law, which apply to buildings in the same way as to any other product.
9. Change of mind: smaller items and accessories
This clause applies to smaller items and accessories that are sent by standard post or courier rather than as freight, for example sauna buckets, ladles and aroma oils.
You may return one of these items within 30 days of delivery if it is unused, in its original condition and packaging, and fit for resale. A return authorisation is not required; email us first at returns@nordicspa.com.au so we can tell you where to send it.
A restocking fee of 15% of the item price applies, and you pay the cost of return postage. We refund the price of the item, less the restocking fee, once we have received and inspected it, by the method set out in clause 10.
This clause does not affect your rights under the Australian Consumer Law.
10. How refunds are paid, and what is deducted
Refunds are made by the same method you paid by. If you paid by card we refund to that card; if you paid by bank transfer we refund to your account.
Where an order qualified for free delivery to a depot and is later cancelled or returned for a reason other than one requiring a refund under the Australian Consumer Law, we deduct the actual outbound freight cost from the refund.
11. Goods damaged in transit
If goods are damaged in transit, follow clause 10 (Inspection on delivery) of our Shipping policy and contact us on the day of delivery. We will arrange a repair, replacement or refund.
12. Missing or incorrect components
A component that is missing or does not match your order is dealt with under clause 10 (Inspection on delivery) of our Shipping policy, and must be reported within 3 days of delivery. Where it is, we supply the correct component at no charge and you do not need to return anything.
After that period we are not able to supply replacement components free of charge. A component that fails rather than one that was never supplied remains covered by our Warranty, and nothing in this clause limits your rights under the Australian Consumer Law.
13. If we cannot supply your order
If we are unable to supply your order, either of us may cancel it and we will refund everything you have paid, including any deposit. This applies despite clause 5.
We are not liable for any other loss arising from our inability to supply.
14. Faulty goods
Where goods are faulty, we will provide a remedy consistent with the Australian Consumer Law. Whether that remedy is a repair, a replacement or a refund depends on whether the fault is a major failure, which is determined by the Australian Consumer Law and not by us.
15. Warranty
Our buildings carry a 5 year warranty on the timber structure and 1 year on electrical components, subject to conditions. It is set out separately in our Warranty, and it applies in addition to your rights under the Australian Consumer Law.
Damage, shortage or a missing component on delivery is dealt with under clause 10 (Inspection on delivery) of our Shipping policy rather than under the warranty.
16. Making a claim
Contact returns@nordicspa.com.au with your order number, supporting photographs and a description of the issue. Do not return goods before we have issued a return authorisation.
17. General
We may change this policy. The policy in effect at the time of your order applies to that order.
This policy is governed by the law of Victoria, Australia.
Last updated: 8 September 2026