Refund 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 statutory rights
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. Nothing in this policy limits or replaces these statutory rights.

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 at hello@feltsauna.au with your full name and order number, a clear description of the fault, and photographic evidence. Once we've verified the issue, we'll arrange the return at our cost — we'll provide a pre-paid return shipping label and instructions on where to send your package. You can then choose a full refund to your original payment method or a replacement product of the same style and value.

Change of mind
We want you to love your FELT. hat, but if you've changed your mind, the item must be returned to us within 14 days of delivery, unused, unworn and in its original condition, with all tags and packaging intact. To start a change-of-mind return, contact us first at hello@feltsauna.au with your name, order number and reason for return — we'll reply with instructions and the return address. Please note shipping charges are not refundable, and you are responsible for the cost of return postage; we recommend using a tracked service, as we can't be held responsible for items lost or damaged in transit. Items sent back to us without first requesting a return will not be accepted.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
Once we receive your returned item, please allow 10–15 business days for us to inspect it and process your refund, store credit or replacement to your original payment method. If more than 15 business days have passed since we've received your return, please contact us at hello@feltsauna.au.

If you have any questions about this policy, please contact us at hello@feltsauna.au.

Felt Sauna ABN 50 237 660 805