Returns & Cancellations
Freight returns on a 500-pound crate are expensive and slow. We would rather stop a wrong order before it ships than process a return after it lands.
Policy in development. Final return and restocking terms are set by each manufacturer's dealer agreement and vary by brand. The terms below describe how we intend to operate. Every product page will state the exact return window and restocking fee for that specific model before you buy, and that product-page statement is what governs your order.
Cancelling before shipment
You can cancel any order at no cost until it has been released to the manufacturer for fulfillment. Because we manually review every order before releasing it, there is usually a real window here — typically one business day. Email or call us and we will confirm the cancellation in writing.
Once the manufacturer has generated a bill of lading, the shipment is in the freight system and cancellation becomes a return.
Returns after delivery
Where the manufacturer permits returns, the general shape is:
- a limited window from delivery, commonly 30 days
- the sauna must be unused, unassembled, and in its original packaging
- a restocking fee, commonly 15% to 25% of the purchase price
- return freight paid by the customer, both directions
On a $4,000 sauna, that combination frequently totals $1,200 or more. This is normal for freight-shipped goods and it is why we push so hard on sizing and electrical questions before you order.
Damaged shipments
Freight damage is handled as a claim, not a return, and it is notsubject to restocking fees. Your obligation is to inspect and document at the moment of delivery — seeShipping & Freight Delivery for exactly what to do.
When you report damage with photographs, we:
- open the claim with the carrier and the manufacturer on your behalf
- request replacement parts for damage limited to one component
- request a full replacement unit where the damage is structural
- keep you updated in writing until it is resolved
Claims typically resolve in 2 to 6 weeks. We will tell you honestly where a claim stands, including when it is going badly.
Defects and warranty
A unit that arrives undamaged but does not work correctly is a warranty matter, not a return. See Warranty.
Refunds
Approved refunds go back to the original payment method. Card refunds usually post within 5 to 10 business days after we issue them. We will not ask you to accept store credit in place of a refund you are owed.
How to start a return or claim
Contact us with your order number, photographs, and a short description of the problem. A human reads it.
Last reviewed September 2026.