Refund policy

We want you to love what you buy from Project Optimal. If something isn't right, we make it easy to fix. The terms below are in addition to your rights under Australian Consumer Law.

You have 30 days from the day your order arrives to request a return. The terms vary slightly by product because of the very different size and shipping logistics involved — please find your purchase below.

Optimal Pod and Optimal Steam Room — 30-day money-back guarantee

If you bought the Optimal Pod or the Optimal Steam Room and you don't love it, send it back within 30 days of delivery — used or unused — and we'll refund 100% of what you paid.

• We cover return shipping. Email tracey@projectoptimal.com.au and we'll send you a return shipping label.
• The product must be in working order — not damaged or broken. (Manufacturing faults are covered separately under our warranty.)
• Once your return arrives, we'll process your refund to your original payment method within 5 business days.

Optimal Tub & Chiller and Optimal Tub & Chiller Pro — 30-day returns with restocking fee

These are our larger systems, and shipping a ice bath both ways is genuinely expensive. We still want you to be able to try them with confidence, so:

• You can return your purchase within 30 days of delivery, used or unused.
• A 15% restocking fee applies. This covers return logistics, inspection, and resale preparation. (For example: a $3,999 Tub & Chiller refund would be $3,399.15 returned.)
• You arrange and pay for return shipping. We can suggest reliable carriers experienced with bulky freight.
• The product must be returned in working condition with all original components.
• Refunds are processed within 10 business days of the return arriving and being checked.

If your order arrives damaged, defective, or incorrect

Please inspect your order on arrival and contact me at tracey@projectoptimal.com.au within 7 days if anything is wrong. We'll cover everything — replacement or full refund, including all shipping costs. This is separate from change-of-mind returns and doesn't trigger any restocking fee. Your rights under Australian Consumer Law also apply.

How to start a return

Email tracey@projectoptimal.com.au with your order number and the reason for the return. I'll respond within 1 business day with the next steps. Items returned without first contacting us cannot be accepted, because we won't know how to process them.

When you'll receive your refund

Once we've received your return and confirmed it's in expected condition, refunds are issued within 5 business days for Pod and Steam Room returns, or within 10 business days for Tub & Chiller / Tub & Chiller Pro returns. After we issue the refund, your bank or card provider may take a few extra days to display it on your statement. If 10 business days have passed since we've confirmed your refund and you still haven't received it, please email me directly at tracey@projectoptimal.com.au.