Refund policy

Arctic Ritual – Returns & Refunds Policy

Last updated: 30 November 2025

At Arctic Ritual, we want you to love your cold plunge tub or accessory. This Returns & Refunds Policy ("Policy") outlines the process for returns, exchanges, refunds, and warranties. It forms part of our Terms of Service—please read both carefully, along with our Shipping & Delivery Policy. By purchasing from us, you agree to this Policy.

Nothing in this Policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth), including guarantees for acceptable quality, fitness for purpose, and remedies for faulty products. If a product is faulty or doesn't meet ACL guarantees, you may be entitled to a repair, replacement, or refund regardless of the terms below.

If you have questions or need to initiate a return, contact us at contact@arcticritual.com

  1. Return Window
  • For change-of-mind returns (non-faulty items): You have 30 days from the delivery date to request a return.
  • For faulty items: You can request remedies at any time within a reasonable period, subject to ACL guidelines (e.g., major faults entitle you to a refund or replacement; minor faults may be repaired).
  • The return window starts from the date you receive your order, as confirmed by tracking.
  1. Eligibility for Returns
  • Items must be unused, in their original condition, with all packaging, tags, accessories, and manuals intact.
  • We do not accept returns for items that have been assembled, used, damaged by the customer, or altered.
  • Hygiene-sensitive items (e.g., tubs that have been filled with water) may not be eligible for change-of-mind returns.
  • Final sale items, including bundles, promotional discounts, or clearance products, are non-returnable for change-of-mind but remain eligible for ACL remedies if faulty.
  • Proof of purchase (e.g., order confirmation email) is required for all requests.
  1. Return Process
  • Contact us at contact@arcticritual.com within the return window, providing your order number, reason for return, and photos (if applicable, e.g., for damage).
  • We'll review your request and provide approval/instructions within 24-48 business hours (Monday-Friday, excluding public holidays).
  • If approved, ship the item back to the return address we provide (typically our partner's Sydney warehouse or overseas facility).
  • We recommend using tracked shipping for your protection—we're not responsible for items lost in transit.
  • Upon receipt, we'll inspect the item (typically within 7-10 business days). If it meets eligibility, we'll process your refund or exchange.

For damaged or missing items upon delivery: Report within 48 hours of receipt with photos, as per our Shipping & Delivery Policy.

  1. Return Shipping Costs
  • For change-of-mind returns: You are responsible for return shipping costs. We do not provide free return labels or cover these fees.
  • For faulty items (under ACL or warranty): We cover reasonable return shipping costs if the fault is confirmed.
  • Shipping fees from your original order are non-refundable, even for approved returns.
  1. Restocking Fee
  • A restocking fee of 15% of the product price applies to all change-of-mind returns to cover inspection, repackaging, and handling costs.
  • This fee is waived for faulty items or where required by ACL.
  1. Refunds and Exchanges
  • Refunds: Issued to your original payment method within 5-10 business days after inspection approval. Expect 3-5 additional days for processing by your bank/payment provider.
  • Exchanges: Subject to availability. If the same item isn't available, we'll offer a refund or similar alternative.
  • Partial refunds may apply if accessories are missing or for minor wear.
  • Refunds exclude any original shipping fees, restocking fees, or return shipping costs (for non-faulty returns).
  1. Warranty
  • All products come with a 1-year manufacturer's warranty from our partner (Syochi), covering defects in materials and workmanship.
  • Under warranty: Contact us with details/photos. We'll coordinate with the manufacturer for online guidance, free replacement parts, or a new unit (including shipping covered by them for confirmed faults).
  • Warranty does not cover misuse, accidental damage, improper installation, or normal wear and tear.
  • This is in addition to your ACL rights, which may extend beyond 1 year depending on the product's expected lifespan.
  1. Heavy and Bulky Items
  • For items over 200kg (e.g., the Cedar Pro tub combo), returns are more complex due to specialized freight. You must arrange and cover return shipping (costs can be significant, e.g., $500+ AUD via sea freight).
  • We may deduct substantial handling fees from refunds for these items, even for faults, if customer misuse is involved (subject to ACL).
  • Check product pages for weights and contact us before purchase if delivery/return feasibility is a concern.
  1. Cancellations
  • Orders can be canceled within 24 hours of placement for a full refund (before production starts).
  • After 24 hours, cancellations may incur a 15% fee if production has begun, or be non-refundable if dispatched.
  1. Changes to This Policy
    We may update this Policy to reflect changes in our operations or legal requirements. The latest version will be posted here with a revised "Last updated" date. Continued use of our Site or services after changes constitutes acceptance.

For any inquiries, reach out to contact@arcticritual.com. We're committed to resolving issues fairly and promptly.