Effective Date: 07/03/2023
1. General
This Refund Policy ("Policy") applies to all purchases made from Odin Ice Bath Pty Ltd ("Company"). Any benefits set out in this policy may apply in addition to consumer’s rights under the Australian Consumer Law. By making a purchase from us, you agree to comply with this Policy. Please read this Policy carefully before making a purchase.
2. Eligibility for Refunds
2.1 Defective or Damaged Products: If you receive a defective or damaged product, we will organise to repair the damaged product or replace it with an equivalent product. Odin Ice Baths Pty Ltd cannot be held accountable for damages if installation and maintenance guidelines are not followed. Odin is not responsible for third-party trade damages during customer-organised installations or repairs. If goods are damaged or defective beyond repair, you are entitled to a replacement or refund if notified within 14 days of receiving the product.
2.2 Cooling off period: A 14-day cooling-off period begins when the first deposit is placed, allowing consumers to cancel their order and receive a full refund.
2.3 Cancelling after the 14-day cooling-off period: Cancelling or making modifications to an order an order after the cooling-off period incurs a 15% cancellation fee calculated from the full priced item excluding shipping.
2.4 Cancelling after the product has been dispatched or delivered: Cancelling an order after the product has been dispatched or after receiving the product incurs a 20% restocking fee. This fee covers processing, inspecting, testing, and rectifying returned items. Note: The consumer will be responsible for the return shipping costs to the Odin warehouse.
3. Refund Process
3.1 Refund Requests: To request a refund for a defective or damaged product, contact our customer service within 14 days of receiving the product via email.
3.2 Required Information: Provide order number, reason for refund, detailed description, photos/videos of the defect or damage.
3.3 Return of Product: If approved, we will provide return instructions. Odin covers the cost of repairing the product or returning it to our warehouse.
3.4 Refund Evaluation: Upon receiving the refund request we will verify the defect or damage. If confirmed, we process the refund within 14 days.
3.5 Refund Methods: Refunds use the original payment method unless agreed otherwise. Original purchase price and applicable taxes are refunded; original shipping costs are excluded.
4. Non-Refundable Fees
4.1 Custom Orders: Custom orders are non-refundable unless the defect or damage is our error.
4.2 Change of Mind: No refunds for change of mind outside the Cooling Off Period. Customer responsibility to check dimensions and logistics.
4.3 Misuse: Refund refusal for clear misuse, unauthorised modifications, or warranty services not approved by Odin staff.
4.4 Shipping: Odin is not responsible for additional customs fees. Shipping costs are non-refundable. It is the customer's responsibility to accept delivery within the carrier's timeframe; re-delivery costs are the customer's responsibility.
Modifications to the Policy
We reserve the right to modify this Policy at any time. Changes are effective immediately upon posting on our website or providing notice to customers. Review periodically for updates.
Consumer Rights
This Policy is in addition to your statutory rights as a consumer under Australian consumer protection laws and regulations.
Contact Us
For questions or concerns regarding this Refund Policy, contact us at info@odinplunge.com.
