Refund policy

Psycle Group Refund Policy

Thank you for choosing Psycle Group Pty Ltd, trading as Psycle Wellness.
We take pride in delivering premium wellness equipment that’s built to last and supported by exceptional service.

This Refund Policy explains how refunds, repairs, and replacements are handled, in line with Australian Consumer Law (ACL) and Psycle Group’s operational policies.

1. OUR COMMITMENT TO QUALITY

Every Psycle product is designed, manufactured, and tested to meet our high standards of performance and durability.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality and the issue is not major.

2. CHANGE OF MIND POLICY

Because many Psycle products are built to order, we cannot accept cancellations or returns due to change of mind once production has commenced or your order has shipped.

For non-custom items (such as accessories or in-stock red light panels):

Requests for return must be made within 7 days of delivery.
Items must be unused, uninstalled, and in their original packaging.
Customers are responsible for return freight costs.
A 20% restocking fee applies to all approved change-of-mind returns to cover handling, inspection, and repackaging.

Refunds for approved change-of-mind returns are processed after inspection, provided the product is in resalable condition.

3. CUSTOM & PRE-ORDER PRODUCTS

All saunas, cold plunges, and chillers are made to order and classified as custom-built products. These are manufactured specifically for each customer, with materials, labour, and logistics allocated upon order confirmation.

Accordingly:

The initial $1,000 refundable deposit may be refunded if you cancel before paying your 50% production deposit.
Once the 50% production deposit has been paid and production confirmed, cancellations and refunds are not available except where required under Australian Consumer Law.
If you request to postpone or modify your order within 7 days of confirmation, Psycle Group may, at its discretion, offer a credit or transfer to a future order.

Production or freight delays due to shipping congestion, supply chain issues, or other events outside Psycle’s control (see Section 10: Force Majeure) do not constitute grounds for cancellation or refund unless required under the ACL.

4. FAULTY, DAMAGED, OR INCORRECT ITEMS

If your product arrives damaged, defective, or incorrect, please contact hello@thepsycle.com within 48 hours of delivery.

Please include:

Your order number and proof of purchase.
Photos or videos showing the issue.
A short description of the fault or damage.

Once reviewed, Psycle Group will arrange one of the following remedies:

Repair – For issues that can be resolved with replacement parts or service.
Replacement – For products that are defective or damaged beyond repair.
Refund – For products that have a major failure under the ACL.

Please do not dispose of or modify the item before assessment, as this may affect your eligibility for remedy.

5. PRODUCTS DAMAGED IN TRANSIT

If an item is damaged during delivery:

Do not sign for the delivery without noting the damage.
Take clear photos of the packaging and damaged areas.
Contact hello@thepsycle.com within 48 hours.

Psycle Group will investigate with the carrier and arrange a repair, replacement, or refund as appropriate under the ACL.

Damage caused by incorrect handling or unboxing after delivery is not considered freight damage.

6. SHIPPING COSTS ON RETURNS

For approved warranty or defective product claims, Psycle Group will cover return shipping.
For change-of-mind returns, the customer must cover all return freight and packaging costs.
A 20% restocking fee applies to approved change-of-mind returns.
Returned goods must be safely repacked (ideally on a pallet) and accessible for courier pickup.

If an item is damaged in return transit due to poor packaging, a refund may not be issued.

7. REFUNDS & PROCESSING TIME

Once a returned product is received and inspected:

Approved refunds will be processed within 5–10 business days to the original payment method.
You’ll receive an email confirmation when the refund has been issued.

Refund times may vary depending on your financial institution.

8. NON-RETURNABLE ITEMS

The following items are not eligible for return or refund unless required under Australian Consumer Law:

Custom-built or made-to-order products (saunas, cold plunges, chillers).
Items damaged through misuse, incorrect installation, or neglect.
Products that have been installed, used, or modified.
Replacement parts, consumables, filters, hoses, or fittings.
Clearance, sample, or ex-display items sold “as is.”

9. DELAYED ORDERS & UNFORESEEN CIRCUMSTANCES

While Psycle Group makes every effort to meet quoted delivery timeframes, unforeseen circumstances such as manufacturing delays, port congestion, or weather events can affect lead times.

These delays are beyond Psycle’s control and do not entitle order cancellation or refund unless required by the ACL. Psycle will always communicate proactively and provide updated delivery information as soon as available.

10. FORCE MAJEURE

Psycle Group is not liable for any delay, loss, or failure to deliver caused by circumstances beyond its reasonable control.
This includes, but is not limited to:
acts of God, pandemics, public health emergencies, government restrictions, wars, accidents, floods, fires, industrial disputes, port closures, or shortages of labour, materials, or transport.

If a Force Majeure event occurs, Psycle will notify customers promptly and resume operations as soon as practicable.

11. CONTACT INFORMATION

For all refund, return, or warranty enquiries, please contact:

Psycle Group Pty Ltd
Trading as Psycle Wellness
📍 20 Belongil Crescent, Byron Bay, NSW, Australia
📞 +61 2 5017 7775
📧 hello@thepsycle.com
🌐 www.thepsycle.com

We value your trust.
Every Psycle product is built to last — and if something isn’t right, our team will make it right, quickly and fairly.

Refund Policy (V2)