Cancellation Policy
Need to cancel your order? Here's how cancellations work — when you can cancel, how to request one, and what happens to your refund — explained clearly so there are no surprises.
Cancellation Window
Orders can be cancelled within 24 hours of placing them, or before processing begins — whichever comes first.
Before Processing
If your order hasn't been processed yet, we can cancel it with a full refund — no fees.
Refund Timing
Refunds for cancelled orders are processed within 1–3 business days to your original payment method.
After Shipping
Once an order has shipped, it can't be cancelled — but you can request a return after delivery.
How to cancel an order
Cancelling an order is straightforward — but speed matters. Follow these four steps as soon as possible after placing your order.
Contact Us Immediately
Email our support team with your order number and 'Cancellation Request' in the subject line. The sooner you contact us, the more likely we can cancel before processing.
We Review Your Order
We check your order status. If it hasn't been processed or shipped, we'll confirm your cancellation and stop fulfillment immediately.
Refund Initiated
Once cancelled, we initiate a full refund to your original payment method within 1–3 business days. No restocking fees apply to cancelled orders.
Refund Posted
Your bank or card issuer may take an additional 3–7 business days to post the refund to your statement. You'll receive a refund confirmation email from us.
Cancellation by order status
Whether you can cancel depends on where your order is in the fulfillment process. Here's what's possible at each stage.
Order Placed (Not Processed)
If your order has been placed but not yet processed, we can cancel it with a full refund. Act quickly — processing typically begins within 24 hours.
Order Processed (Not Shipped)
If your order has been processed and packed but not yet shipped, we'll do our best to cancel it. Contact us immediately — we may be able to intercept the shipment before it leaves.
Order Shipped
Once your order has shipped, it can't be cancelled. You can refuse delivery or request a return after the item arrives. See our Returns & Refunds Policy for details.
Order Delivered
Delivered orders can't be cancelled, but you can request a return within 30 days of delivery. See our Returns & Refunds Policy for return eligibility and process.
Cancellation by product type
Different products have different cancellation windows. Custom or special-order items may not be cancellable once production begins — here's what to expect for each department.
- —Custom or special-order saunas may not be cancellable once production begins
- —Standard in-stock saunas: cancellable before processing with full refund
- —If your sauna has already shipped, refuse delivery or request a return
- —Contact us immediately — sauna orders are processed quickly
- —In-stock hot tubs: cancellable before processing with full refund
- —Custom-configured or special-order tubs: may not be cancellable after production starts
- —Freight shipments are harder to intercept — contact us as soon as possible
- —If already shipped, refuse delivery and contact us for a return
- —In-stock plunge tubs: cancellable before processing with full refund
- —Custom or special-order units: may not be cancellable after production starts
- —Freight shipments are harder to intercept — contact us as soon as possible
- —If already shipped, refuse delivery and contact us for a return
- —In-stock steam showers: cancellable before processing with full refund
- —Custom or luxury configurations: may not be cancellable after production begins
- —Freight shipments are harder to intercept — contact us as soon as possible
- —If already shipped, refuse delivery and contact us for a return
Refunds for cancelled orders
When your order is cancelled, here's how your refund is processed and what to expect on your statement.
Original Payment Method
Refunds for cancelled orders are issued to your original payment method — credit card, debit card, or the account used at checkout. We cannot refund to a different card or account.
Processing Time
Refunds are initiated within 1–3 business days of cancellation confirmation. Cancelled orders are prioritized since no inspection is needed.
Bank Processing
After we issue the refund, your bank or card issuer may take an additional 3–7 business days to post it to your statement. This is outside our control.
Refund Confirmation
You'll receive an email confirmation when your cancellation is approved and again when your refund is processed. If you don't see the refund after 10 business days, contact your bank first, then us.
Common cancellation questions
Orders can be cancelled within 24 hours of placing them, or before processing begins — whichever comes first. Processing typically begins within 24 hours, so contact us as soon as possible after placing your order to request a cancellation.
Email our support team with your order number and 'Cancellation Request' in the subject line. We'll review your order status and confirm whether we can cancel it. Do not assume your order is cancelled until you receive a confirmation from us.
If your order has been processed but not yet shipped, we'll do our best to intercept it before it leaves the warehouse. Contact us immediately — we may be able to stop the shipment. If it has already shipped, it can't be cancelled, but you can refuse delivery or request a return.
No. Once an order has shipped, it can't be cancelled. You can refuse delivery — the carrier will return it to us, and we'll process a refund minus any return shipping costs. Alternatively, you can accept delivery and request a return within 30 days. See our Returns & Refunds Policy for details.
No. Cancelled orders receive a full refund with no cancellation fees or restocking charges. If your order has already shipped and you refuse delivery, return shipping costs may be deducted from your refund.
Custom or special-order items may not be cancellable once production has begun. We'll confirm whether your item is a custom order and whether it can be cancelled when you contact us. If production has already started, the order may be non-cancellable.
Refunds for cancelled orders are initiated within 1–3 business days of cancellation confirmation. Your bank or card issuer may take an additional 3–7 business days to post the refund to your statement. You'll receive a refund confirmation email from us when it's processed.
Partial cancellations may be possible if your order hasn't shipped yet. Contact us with your order number and the items you'd like to remove. We'll do our best to accommodate partial cancellations, but it depends on your order status and whether items have already been packed together.
If you cancel an order that used a coupon or discount code, the full refund includes the discounted amount. If the coupon has expired, you may not be able to reuse it on a future order. Contact us if you'd like to discuss applying the coupon to a new order.
Yes — if your order hasn't been processed yet, we can often modify it instead of cancelling. Contact us with your order number and the changes you'd like to make (different product, size, color, shipping address). We'll confirm what changes are possible before processing.
Need to cancel your order?
Time matters with cancellations. Contact us as soon as possible with your order number and we'll do everything we can to stop your order before it ships.