refunds & returns

Felt Sauna ABN 50 237 660 805 – REFUND & RETURN POLICY

At FELT., we are committed to providing you with a product of the highest quality. We stand behind the craftsmanship of our 100% Merino wool sauna hats and want you to be completely satisfied with your purchase.

This policy outlines the conditions under which you can return a product, in alignment with the Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law

Our goods 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Returns for Faulty or Damaged Goods

If the product you receive is faulty, has been damaged in transit, or is not the product you ordered, please contact us within 14 days of receiving your order.

To initiate a return for a faulty item, please email us at hello@feltsauna.au with:

  1. Your full name and order number.

  2. A clear description of the fault.

  3. Photographic evidence of the fault.

Once we have verified the issue, we will provide you with a pre-paid return shipping label. Upon receiving the returned item, we will offer you the choice of:

  • A full refund to your original payment method; or

  • A replacement product of the same style and value.

Returns for Change of Mind

We want you to love your FELT. hat. If you have a change of heart, we offer the following option. Please note that for a change of mind return, the item must be returned to us within 14 days of delivery and must be in unused, unworn, and original condition, with all original tags and packaging intact.

For change of mind returns, we offer a full refund to your original payment method. To be eligible, please contact us at hello@feltsauna.au to initiate the return. Please be aware that you will be responsible for the cost of return shipping. Once we receive and inspect the item, your refund will be processed.

How to Return an Item

  1. Contact Us First: Please email hello@feltsauna.au to notify us of your intent to return. Include your name, order number, and the reason for the return.

  2. Await Instructions: We will reply with detailed instructions and the return shipping address. If your return is for a faulty item, we will provide a shipping label.

  3. Pack Your Item: Please pack the item securely to prevent damage during transit.

  4. Ship the Item: Post the item back to us. We recommend using a trackable shipping service, as we cannot be held responsible for items lost or damaged in transit.

Processing Time

Once we receive your returned item, please allow 10-15 business days for us to inspect the item and process your refund, store credit, or replacement.

If you have any questions about our Refund & Return Policy, please do not hesitate to contact us at: 

Felt Sauna ABN 50 237 660 805

Email: hello@feltsauna.au

Last update: 29 October 2025