Warranties, Returns, Refunds & Australian Consumer Law.


Product Warranty

Löyly stands behind the quality of every sauna we supply and install. Our products are manufactured using premium materials and are designed to provide years of reliable performance when properly installed, operated and maintained.

All Löyly products are supplied with the benefit of the consumer guarantees provided under the Australian Consumer Law (ACL), together with any additional manufacturer's warranty that applies to specific products or components.

Where an additional manufacturer's warranty applies, the applicable warranty period and conditions will be outlined in the relevant product documentation or provided at the time of purchase.

Warranty Coverage

Subject to this Agreement, Löyly warrants that its products will be free from defects in materials and workmanship under normal residential use during the applicable warranty period.

Warranty coverage generally applies to defects arising from:

  • manufacturing faults;

  • defective materials;

  • workmanship;

  • structural defects occurring during normal intended use.

Individual components such as heaters, electrical equipment, lighting systems and accessories may be covered by separate manufacturer warranties.

Warranty Exclusions

To the maximum extent permitted by law, warranty coverage does not extend to damage resulting from:

  • misuse or abuse;

  • accidental damage;

  • vandalism;

  • neglect;

  • improper operation;

  • unauthorised modifications;

  • incorrect electrical installation;

  • improper site preparation;

  • movement of the sauna after installation;

  • use contrary to Löyly's operating instructions;

  • failure to carry out reasonable maintenance;

  • commercial or public use where the sauna was sold for residential purposes.

Warranty also does not cover:

  • normal wear and tear;

  • fading caused by weather exposure;

  • natural timber movement;

  • timber checking;

  • knots;

  • colour variations;

  • minor shrinkage or expansion;

  • cosmetic ageing;

  • consumable items.

Natural characteristics of timber are not manufacturing defects.

Customer Maintenance Responsibilities

To maintain warranty coverage, Customers must:

  • operate the sauna in accordance with supplied instructions;

  • keep the sauna clean;

  • maintain adequate ventilation;

  • inspect the sauna regularly;

  • arrange recommended servicing where applicable;

  • promptly report any developing faults.

Failure to reasonably maintain the Product may void aspects of the warranty where permitted by law.

Warranty Claims

To make a warranty claim, the Customer must:

  • contact Löyly as soon as reasonably possible after discovering the issue;

  • provide proof of purchase;

  • provide photographs or videos where requested;

  • provide reasonable details describing the issue;

  • allow Löyly a reasonable opportunity to inspect the Product.

Löyly may request additional information before assessing a warranty claim.

Warranty Assessment

Upon receiving a warranty claim, Löyly will assess the issue and determine whether it is covered under this Agreement or under the Australian Consumer Law.

Where reasonably necessary, Löyly may:

  • inspect the Product on-site;

  • request additional photographs;

  • arrange assessment by an authorised technician;

  • request return of defective components where appropriate.

Customers agree to provide reasonable access for inspections.

Warranty Remedies

Where a valid warranty claim is accepted, Löyly may, at its discretion and in accordance with the Australian Consumer Law:

  • repair the Product;

  • replace defective components;

  • replace the Product;

  • reimburse reasonable repair costs previously approved in writing;

  • provide another remedy required under law.

Replacement parts may differ slightly from original components due to ongoing product improvements.

Australian Consumer Law

Nothing contained within these Terms and Conditions excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth) or any applicable State or Territory legislation.

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

You are entitled to:

  • a replacement or refund for a major failure;

  • compensation for any other reasonably foreseeable loss or damage;

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

Where the Australian Consumer Law applies, those statutory rights prevail over any inconsistent provision of this Agreement.

Returns

Löyly accepts returns where required by Australian Consumer Law.

Returns requested because of a change of mind are accepted only at Löyly's discretion.

Where a change-of-mind return is approved:

  • Products must be unused;

  • Products must be in original condition;

  • original packaging should be retained where reasonably possible;

  • the Customer is responsible for return transport costs unless otherwise agreed.

Custom-built or made-to-order saunas cannot generally be returned unless required by law.

Incorrect Orders

Customers should carefully review quotations, invoices and order confirmations before approving manufacture or delivery.

Where Products have been supplied exactly as ordered, Löyly is not obliged to exchange Products because the Customer selected the incorrect model, size, finish or accessories.

Where Löyly has supplied Products incorrectly, we will rectify the error at no additional cost to the Customer.

Damaged Products

Customers must inspect Products as soon as reasonably practicable after delivery.

If transport damage is identified, Customers should notify Löyly promptly and provide supporting photographs.

Failure to notify Löyly within a reasonable period may affect our ability to investigate the claim with freight providers.

Defective Products

If a Product appears defective, Customers should discontinue use where continued operation may cause further damage or create a safety risk.

Customers should contact Löyly before attempting repairs.

Unauthorised repairs or modifications may affect warranty coverage.

Customer Cancellations After Manufacture

Once manufacturing has commenced, Products have been specially ordered or installation has been scheduled, cancellation may result in reasonable charges to recover costs already incurred by Löyly.

These costs may include:

  • manufacturing;

  • freight;

  • supplier charges;

  • storage;

  • administration;

  • installation scheduling.

Any deductions will be reasonable and consistent with Australian Consumer Law.

Refunds

Where refunds are payable under this Agreement or Australian Consumer Law, they will generally be processed using the original payment method.

Refund processing times may vary depending upon the payment provider or financial institution.

Limitation of Liability

Subject to rights that cannot lawfully be excluded, Löyly will not be liable for indirect, incidental, special or consequential loss arising from:

  • loss of income;

  • business interruption;

  • loss of opportunity;

  • loss of profits;

  • loss of enjoyment;

  • increased utility costs;

  • delays beyond our reasonable control.

This limitation applies whether arising in contract, negligence or otherwise.

Customer Liability

Customers are responsible for any loss or damage arising from:

  • incorrect information supplied;

  • failure to prepare the installation site;

  • unauthorised relocation of the sauna;

  • modifications undertaken without Löyly's approval;

  • misuse of the Product;

  • failure to follow operating instructions.

Insurance

Following delivery and transfer of risk under this Agreement, Customers are encouraged to ensure their sauna is adequately insured under their home and contents or other appropriate insurance policy.

Löyly is not responsible for loss or damage occurring after risk has passed to the Customer, except where required by law.

Product Care

Customers acknowledge that timber products require ongoing care to maintain their appearance and longevity.

Löyly recommends:

  • routine cleaning;

  • maintaining airflow;

  • following heater operating instructions;

  • regular inspections;

  • scheduled servicing where appropriate.

Failure to perform reasonable maintenance may reduce the Product's lifespan.

Safety

Customers agree to use the sauna responsibly and in accordance with all operating instructions provided by Löyly.

The sauna should only be used for its intended purpose.

Customers are responsible for supervising children and any person requiring assistance while using the Product.

Löyly accepts no responsibility for injuries resulting from misuse, failure to follow operating instructions or use contrary to medical advice.

Medical Advice

Sauna use may not be suitable for every individual.

Customers should seek independent medical advice before using a sauna if they:

  • are pregnant;

  • have cardiovascular conditions;

  • have respiratory conditions;

  • have chronic illnesses;

  • are taking medication that may affect heat tolerance;

  • have any other medical concerns.

Löyly does not provide medical advice, and Customers use the Product at their own discretion.