Returns

Plunge City Pty Ltd
ABN: 17 672 928 451

We want to make sure you are happy with your purchase. If you need to return a plunge or accessory, here is how our returns process works. Nothing in this policy limits your rights under the Australian Consumer Law.

What can be returned

  • Products covered: This policy applies to cold plunges and accessories purchased from Plunge City Pty Ltd, except for filters, which are not eligible for change of mind returns.

  • Return window: You have 30 days from the date of delivery to contact us and request a return for eligible items.

Fees and costs

  • Return shipping: You are responsible for the cost of return shipping for change of mind returns or where no fault is found after inspection. Please use the original packaging, or suitable equivalent packaging, to protect the item during transit.

  • Restocking fee: Once your order has been returned and inspected, a restocking fee of up to 15% may apply to the returned products to cover handling and processing.

How to return your item

  1. Contact us: Get in touch with our Customer Support Team to start your return. They will confirm your eligibility and provide step by step instructions.

  2. Pack the item: Securely package the item in its original packaging or a suitable alternative to ensure it is not damaged in transit.

  3. Send it back: Ship the return to the address provided by our Customer Support Team and include your full name and order number on or inside the package so we can identify it.

  4. Inspection and processing: Once we receive your returned item, we will inspect it to make sure it meets our return criteria. Please allow 7 to 10 business days from receipt of the item for us to complete the assessment and process any applicable refund.

  5. Refunds: Approved refunds will be issued to the original payment method used for the purchase, subject to any applicable restocking fee and less any original shipping charges where allowed by law.

Items that cannot be returned

  • Items that are damaged due to misuse, improper installation, neglect or failure to follow care instructions.

  • Items that are not in a saleable condition, for example heavily used, modified or missing essential components, unless required by law.

  • Filters, which are not eligible for change of mind returns once opened due to hygiene and usage considerations.

Faulty or damaged items

If your item arrives damaged, is faulty, or does not meet consumer guarantees, for example it is not of acceptable quality, not fit for purpose, or not as described, please contact our Customer Support Team via phone or email support@plungecity.com.au  as soon as possible with photos and details. Where required under the Australian Consumer Law, we will arrange a repair, replacement or refund. Change of mind fees and conditions do not apply to returns required by law.