Shipping & Returns Policy
How we ship our sauna products & How is our return policy
Estimated Delivery Times
Please refer to the table below for estimated shipping times. Delivery times apply to city areas, while remote locations may require an additional 2-4 days.
| Delivery Area | Estimated Time |
|---|---|
| Melbourne | 2-5 business days* |
| Sydney | 2-5 business days* |
| Adelaide | 2-5 business days |
| Brisbane | 3-6 business days* |
| Perth | 5-8 business days |
| Hobart | 6-9 business days |
| Darwin | 5-8 business days |
| Alice Springs | 4-7 business days |
| Cairns | 6-9 business days |
| Mackay | 5-8 business days |
| Townsville | 5-8 business days |
*Metro deliveries will be coordinated by the Kylin delivery team, with the delivery date depending on the actual schedule, which may vary.
Common Questions about Shipping
We are glad to arrange delivery Australia-wide. We offer 3 delivery options for our customers including home delivery, nearest depot pick-up and own warehouse pick-up.
- Home delivery: Shipping costs depend on the models and destination, you can always get the live quote from our website. We will provide a static quote for your reference.
- Nearest depot pick-up: Lower shipping cost option. The sauna will be delivered to the nearest depot from your address, and you will have to pick it up from the depot by yourself.
- Own warehouse pick-up: Free of charge option, our warehouse is located in Blackburn VIC and Hurstville NSW (limited stock).
Free pick-up address:
- Melbourne:
Head Office/Warehouse: Unit 12, 11 Mary Street Blackburn VIC 3130 - Sydney:
Self Pick-up point: 130 Bassett Street, Hurstville, NSW 2220 - Brisbane:
Self Pick-up point: 23 Hasp St Seventeen Mile Rocks QLD 4073
The delivery quotes will be calculated on the cart or checkout page after entering your postcode and selecting the suburb. If you’re in other remote areas, please let us know your postcode and we will come up with the best delivery quotes for you.
The sauna is flat-packed with one or more than one package. It will be shipped on the pallet. Please accept your sauna may be shipped in separate parcels or pallets because of the specified allocation from the carrier. The sauna will be only delivered by one truck driver and assistance may be required to unload it if there is a special condition on the road/path. The sauna must be unloaded on the ground floor ONLY and the carriers will not take anything upstairs or in elevators.
Your sauna will be shipped by our Kylin delivery team within the Melbourne and Sydney metro areas or by 3rd party carrier for other remote areas.
- Kylin Delivery Team: We will contact you to confirm the actual date and time before delivering the sauna. Please contact us if you have to reschedule the date and time. The sauna may be placed in a safe place if there is the receiver is not present to accept delivery at the scheduled time.
- 3rd Party Delivery Carrier: The truck driver may not contact you prior to the shipment, please check the tracking details to obtain the updated arrival date. We suggest there are 2 adults unload the packages for easy carrying. If any case that the receiver is not present to accept delivery at the time and place indicated by the carrier, the sauna will be left in a safe place by authorization. If a re-delivery is required due to unattended delivery, any additional freight carrier charges, such as re-delivery charges, are the responsibility of the customer.
Installation service can be requested and the additional service fee is $250 on top of the delivery charge. This service is available within metropolitan areas in VIC, NSW and QLD. If your location falls outside of these metropolitan areas, please contact us for a personalized quote based on the distance from Blackburn VIC, Sydney NSW and Brisbane QLD.. Please note that there will be an additional surcharge of $80 per floor if the installation is required on or above the ground floor.
The sauna is easy to assemble by DIY in just 45 minutes! The sauna is flat-packed with one or more than one package on a pallet. You will receive panels with built-in electrical elements and No electrician is needed. You will only need to assemble them together with the buckles provided, and just plug in a standard 10A domestic power socket (Except for the outdoor model).
Instruction Manual
Installation Video
Due to the high volume of orders during the peak promotional period, please expect some delays in processing and shipping.
We will dispatch your sauna 1-3 days after receiving your order. Once your order has been dispatched from our warehouse, please allow delivery times based on your location.- Metro delivery: 2 – 5 business days
- Regional delivery: 5 – 7 business days
- Remote delivery: 7 – 12 business days
Returns & Exchanges policy
Please do not hesitate to contact us if, for some reason, you are not satisfied with our products, our experts will immediately solve your problem so that you can keep enjoying the sauna. We offer 30-days returns or exchanges policy for change of mind. If the model isn’t right for you or the size doesn’t fit for you or the space, you can return it at your own expense, as long as it’s unused and in new condition with the original packing materials. We will then issue a refund or offer an exchange. Any return or refund request should be within 30 days of the shipping date to get an approval authorization.
Returns
Keep in mind that the condition of the item sent back is important, please help to repack it carefully. If you return the item used, damaged, missing parts, or damaged during return shipping because it wasn’t packaged correctly, Kylin may deduct from the refund to cover the loss in the item’s value. Kylin may refuse to refund all or any portion of payment if buyer fails to fully comply with or violates the terms and conditions of this policy. All returns may be subject to a restocking fee of 20% of valued price. For exchanging item, you can make a separate purchase for the new item once the return is accepted.
Refunds
Once the item is delivered back to us, your refund should be processed within 2 business days after the inspection is approved. Your refund will be sent to your original payment method and funds are usually available within 3-5 business days.
Receiving items
When receiving your item, please check for any visible damage made during delivery not later than 2 days after the delivery. If there are any rare cases of defective items, please email photos and a detailed description of the circumstances of a defect. Our customer service representative will assist you at your earliest convenience.
Cancellation
If the order is cancelled before the sauna has been dispatched, all payments made will be refunded, though a cancellation fee may not be applied. However, if the cancellation occurs after the sauna has been shipped, the Buyer will be responsible for both the shipping charges to and from their location.
Exceptions / non-returnable items
Our warranty policy covers products purchased directly from Kylin or an authorized dealer. It does not extend to items that have been modified, altered, or repaired by unauthorized parties. Kylin is not liable for any incidental or consequential damages resulting from the use or misuse of our products.
We do not accept refunds or exchanges for indoor saunas damaged by weather, as they are not weatherproof and are meant to be used indoors or in covered outdoor areas, protected from the elements.