Warranty
- For indoor saunas, we provide a 5-year parts warranty and a 1-year labor warranty for residential use; a 1-year parts warranty and a 6-month labor warranty for commercial use.
- For outdoor saunas, we offer a 3‐year parts warranty and a 1‐year labor warranty for residential use; a 1‐year parts warranty and a 6‐month labor warranty for commercial use.
The labor service area is located within the Melbourne and Sydney metropolitan areas only. The Sauna warrants its products to be free of defects in material and workmanship. If your sauna is not working in rare cases and needs to repair, please consult our expert and we will come up with the best solution for you. For other remote areas, we will deliver the specified component parts to you free of charge. See below for more details
Returns & Exchanges
As a Kylin Sauna is a large and oversized item, please understand that we do not provide returns for the sauna because of huge delivery costs. 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 do not accept returns or exchanges on change of mind. 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 sales@abodehaven.com.au with photos and a detailed description of the circumstances of a defect. Our customer service representative will assist you at your earliest convenience.
Warranty FAQs
1. What is Kylin's warranty policy and what types of product issues are covered?
For Saunas:
Kylin offers different policies depending on whether you're purchasing an indoor or outdoor sauna. For indoor saunas, we provide a 5-year product warranty and a 1-year labor warranty for residential use. As for outdoor saunas, we offer a 3-year parts warranty and a 1-year labor warranty for residential use.
The parts warranty covers any defects in materials or workmanship or any mechanical components that may fail including the heater control, power supply, wires, and audio system.
The labor warranty covers the cost of labor to replace defective or damaged parts as warranted within the specified period and service areas. Our service area is within 50km of Blackburn VIC and Sydney NSW.
2. What types of product issues are not covered under the warranty?
For infrared Sauna:
Our warranty does not cover damage caused by misuse such as being affected by the weather placed outside, improper installation, or lack of maintenance. It also does not cover the normal deterioration of a sauna after typical and proper usage such as scratches, dents, or stains which do not affect the product's functionality.
If your sauna is not working in rare cases and needs to be repaired, please consult our experts and we will come up with the best solution for you. If needed, we will repair it for you free of charge when you are located in Melbourne. For other remote areas, we will deliver the specified parts to you free of charge. Additional charges will be applied if the damage is caused by misuse of components. Please choose carefully as we do not normally offer refunds if you simply change your mind, or for health reasons if the sauna has been used. A 20% restocking charge may be applicable.
3. How do I file a claim under the warranty?
We are committed to providing you with high-quality products and excellent customer service. However, we understand that issues may arise from time to time. If you have any concerns regarding a product you have received, please don't hesitate to contact us at sales@abodehaven.com.au. To help us assist you better, please provide us with the following details:
- Detailed description of the issue
- Photos or videos that show the suspected issue
- Proof of purchase (e.g. order confirmation or receipt)
- Serial number (if applicable)
4. Are there any limitations or exclusions to the warranty policy?
Our warranty policy applies only to products purchased directly from Abode Haven. It does not apply to products that have been modified, altered, or repaired by unauthorized parties. Abode Haven is not responsible for any incidental or consequential damages that may result from the use or misuse of our products.
5. How long does it take to process a warranty claim?
The time it takes to process a warranty claim may vary depending on the nature of the issue and the availability of replacement parts. We strive to resolve all warranty claims as quickly and efficiently as possible, and will keep you informed throughout the process.
6. What happens if my product is out of warranty?
If your product is out of warranty, we are here to provide support and assistance with repairs or replacements. Please contact our customer service team for more information.
