Terms of Service

Willow Cove Collections Pty Ltd — Terms of Service

Effective Date: 01.01.2025

Welcome to Willow Cove Collections Pty Ltd. By accessing or purchasing from our website, you agree to comply with and be bound by these Terms of Service. Please read them carefully, as they explain your rights, responsibilities, and obligations when using our site and purchasing products.

1. General Information

This website is operated by Willow Cove Collections Pty Ltd.
Throughout the site, the terms “we,” “us,” and “our” refer to Willow Cove Collections Pty Ltd.

By using this website, you acknowledge that you are at least 18 years old (or the age of majority in your jurisdiction) and that you agree to these Terms of Service, along with our Privacy Policy, Shipping & Delivery Policy, and Returns & Warranty Policy.

2. Products & Orders

We specialise in premium wellness solutions, including:

  • Saunas (indoor, outdoor, and custom-built)
  • Hot tubs (electric, hybrid, and wood-fired)
  • Ice baths
  • Accessories and complementary wellness products

2.1 Product Descriptions

We make every effort to ensure that product images, descriptions, specifications, and prices are accurate and up to date. However, minor variations may occur due to:

  • Product improvements by manufacturers
  • Customisation options
  • Display settings on your device

We are not liable for slight discrepancies between the website content and the delivered product, provided these differences do not affect the product’s overall function or quality.

2.2 Custom & Made-to-Order Products

Some products, such as Tylo indoor saunas configured via our website, are custom-built to your specifications.

These products:

  • Cannot be cancelled or refunded once manufacturing has begun
  • Are non-returnable unless faulty or damaged on arrival
  • Are built to the highest Scandinavian standards and shipped directly from Sweden

This policy complies with your rights under Australian Consumer Law.

3. Pricing & Payments

3.1 Currency & GST

All prices are displayed in Australian Dollars (AUD) and include GST unless otherwise noted.

3.2 Payment Terms

Full payment is required at checkout unless otherwise agreed in writing. By providing your payment details, you confirm that:

  • You are authorised to use the selected payment method
  • You understand and accept any applicable payment processing fees

We reserve the right to reject or cancel any order in cases of suspected fraud, incorrect pricing, or product unavailability.

4. Shipping & Delivery

4.1 Service Coverage

  • Saunas: Delivered across Australia and New Zealand
  • Hot tubs & ice baths: Worldwide shipping available on select models — contact us for a tailored quote

4.2 Dispatch & Delivery Timeframes

Delivery timeframes vary depending on the product:

  • Ready-to-ship products: 1–2 weeks
  • Standard saunas: 2–3 weeks
  • Custom-built saunas: 4-6 month
  • Hot tubs & ice baths: 2–4 weeks, depending on model and location

4.3 White Glove Delivery & Installation

We provide a premium white glove service for all saunas, hot tubs, and ice baths. This includes:

  • Delivery to your chosen location
  • Placement and setup of your unit
  • Professional installation where required

Delivery and installation costs are quoted separately and depend on:

  • Product size and weight
  • Delivery address
  • Access requirements (e.g. stairs, cranes, forklifts, or remote locations)

See our full Shipping & Delivery Policy for details.

5. Returns & Refunds

5.1 Change-of-Mind Returns

  • Standard saunas: Eligible for a 7-day money-back guarantee if unused, unopened, and in original packaging
  • Hot tubs & ice baths: Non-refundable unless faulty or damaged
  • Custom-built products: Non-refundable unless faulty or defective

Return shipping costs are the customer’s responsibility, unless the product is faulty.

5.2 Faulty or Damaged Goods

If your product arrives damaged, faulty, or not as described, you are entitled to a remedy under Australian Consumer Law. Please notify us within 48 hours of receiving your order, and we will:

  • Arrange a repair
  • Replace the product
  • Issue a refund if required

For full details, refer to our Returns & Warranty Policy.

6. Warranties

All products are covered by the manufacturer’s warranty and your statutory rights under Australian Consumer Law.

6.1 Hot Tubs & Ice Baths

Premium warranties apply depending on the model:

  • Up to 50-year structural warranty
  • 20-year barrel warranty
  • 5-year burner warranty (for wood-fired models)

6.2 Saunas

All saunas are covered by a 2-year manufacturer’s warranty.

For further details on warranty coverage, email us at hello@willowcove.com.au.

7. Intellectual Property

All website content, including text, images, graphics, and design, is the property of Willow Cove Collections Pty Ltd or our licensors. You may not copy, reproduce, modify, or use our content for commercial purposes without our written consent.

8. Limitation of Liability

To the fullest extent permitted by law, Willow Cove Collections Pty Ltd will not be liable for any:

  • Indirect, incidental, or consequential damages
  • Loss of profits, revenue, or data
  • Personal injuries arising from misuse or incorrect installation

This does not exclude or limit your rights under the Australian Consumer Law.

9. Changes to Terms

We reserve the right to update or modify these Terms of Service at any time. Changes take effect immediately upon posting on our website. Your continued use of the site constitutes acceptance of these changes.

10. Contact Information

If you have any questions about these Terms of Service or your rights, contact us:

📧 Email: hello@willowcove.com.au
🏢 Business Name: Willow Cove Collections Pty Ltd