Returns & Refunds Policy
We want you to be confident in your purchase. If something isn't right, here's how returns and refunds work — clearly and honestly, with no surprises.
Our return policy at a glance
The key terms of our returns and refunds policy, presented in the format required by Google Merchant Center. Full details are provided in the sections below.
Countries & Policy
Product condition & Window
Method & Fees
Return Window
Items can be returned within 30 days of delivery. Check your product page for specific return eligibility.
Condition
New products only. Items must be unused, in original packaging, and include all accessories and documentation.
Restocking Fees
A restocking fee of 15% of the product price applies to returned items. See below for details.
Refund Time
Refunds are processed within 10 days after we receive and inspect the returned item.
How to start a return
Starting a return is straightforward. Follow these four steps — if you have questions at any point, our team is here to help.
Contact Us
Email our support team with your order number and the item you'd like to return. Include a brief reason for the return.
Get Authorization
We'll review your request and send return instructions with a return authorization number (RMA). Do not ship items back without an RMA.
Ship the Item
Pack the item securely in its original packaging with all accessories. Ship to the address provided in your return instructions.
Inspection & Refund
Once we receive and inspect the item, we'll process your refund to the original payment method within 10 days.
What qualifies for a return
We accept returns for both defective and non-defective products. Products must be new only — unused, unassembled, and in original packaging. To be eligible for a return, your item must meet these condition requirements. Items that don't meet these standards may be refused or subject to additional fees.
Original Packaging
Items must be returned in their original, undamaged packaging. Repack carefully — damaged packaging may reduce your refund or result in a restocking fee.
Unused & Unassembled
Products must be unused, unassembled, and in resalable condition. Installed saunas, filled hot tubs, and installed steam showers are non-returnable.
All Accessories Included
Include all accessories, manuals, remotes, hardware, and documentation that came with the product. Missing parts may be deducted from your refund.
No Modifications
Products modified, altered, or damaged through improper installation, misuse, or unauthorized repairs are non-returnable. Keep your product in its original condition.
Returns by product type
- —Must be unused and unassembled — installed saunas are non-returnable
- —Original packaging and all accessories required
- —15% restocking fee of the product price applies
- —Return shipping is the customer's responsibility — return by mail
- —Must be unused, unfilled, and in original packaging — filled or installed tubs are non-returnable
- —15% restocking fee of the product price applies
- —Return authorization (RMA) required before shipping back
- —Inspect on delivery — report damage immediately for a freight claim
- —Must be unused and unfilled — filled or used tubs are non-returnable
- —Original packaging and all accessories required
- —15% restocking fee of the product price applies
- —Return shipping is the customer's responsibility — return by mail
- —Must be unused and uninstalled — installed units are non-returnable
- —Original packaging and all accessories required
- —15% restocking fee of the product price applies
- —Return authorization (RMA) required before shipping back
Restocking fees & charges
Restocking fees help cover the cost of inspecting, repackaging, and returning large items to inventory. Here's how fees work — and when they don't apply.
Restocking Fee
A restocking fee of 15% of the product price applies to all returned items. This covers the cost of inspecting, repackaging, and returning the product to inventory.
15% of product priceReturn Freight
Return shipping is the customer's responsibility. Items must be returned by mail. We'll provide return instructions and the return address when we issue your RMA.
Customer-paidOriginal Shipping
Original shipping charges are non-refundable on change-of-mind returns. The restocking fee is calculated on the product price, not the shipping cost.
Non-refundableDefective or Our Error
If the return is due to a defective product or our error, we cover return shipping and waive restocking fees. We'll arrange a replacement or full refund at no cost to you.
No cost to youWhat can't be returned
Some items can't be returned once they've been used, installed, or modified. Review this list before purchasing — and contact us before installation if you're unsure.
Installed or Assembled Items
Saunas that have been assembled, hot tubs that have been filled, and steam showers that have been installed or plumbed are non-returnable.
Filled Hot Tubs
Hot tubs that have been filled with water, treated with chemicals, or used in any way cannot be returned. Inspect your tub before filling.
Filled Cold Plunges
Cold plunges that have been filled with water or had chemicals added are non-returnable for health and safety reasons. Inspect before filling.
Custom & Special Orders
Custom-configured or special-order items are non-returnable unless defective. We'll confirm custom status before you purchase.
Missing Packaging or Parts
Items returned without original packaging, accessories, or documentation may be refused or subject to additional deductions.
Misuse or Modifications
Products damaged by improper installation, misuse, unauthorized modifications, or neglect are non-returnable. Follow the included instructions.
How refunds work
Once we receive and inspect your return, here's how your refund is processed and what to expect on your statement.
Original Payment Method
Refunds 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 processed within 10 days after we receive and inspect the returned item. This is our total refund processing time, including inspection.
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 refund is processed. If you don't see the refund on your statement after 10 business days, contact your bank first, then us.
Common return questions
Items can be returned within 30 days of delivery. We accept returns for both defective and non-defective products. Items must be new and unused, in original packaging, and include all accessories. A restocking fee of 15% of the product price applies. Returns are by mail and the return label is the customer's responsibility. Check your product page for specific return eligibility.
Contact our support team with your order number and the item you'd like to return. We'll review your request and send return instructions with a return authorization number (RMA). Do not ship items back without first contacting us — unauthorized returns may be refused.
Yes. A restocking fee of 15% of the product price applies to all returned items. This covers the cost of inspecting, repackaging, and returning the product to inventory. If the return is due to a defective product or our error, the restocking fee is waived.
Installed items, filled hot tubs, filled cold plunges, installed steam showers, custom orders, and items missing original packaging or accessories are non-returnable. Products damaged by improper installation, misuse, or unauthorized modifications are also non-returnable.
Refunds are processed within 10 days after we receive and inspect the returned item. The refund is issued to your original payment method. Depending on your bank or card issuer, it may take an additional 3–7 business days for the refund to appear on your statement.
Return shipping is the customer's responsibility. The return label is provided by the customer. If the return is due to our error or a defective product, we cover return shipping at no cost to you. Items must be returned by mail to the address provided in your RMA instructions.
No. Installed items — including assembled saunas, filled hot tubs, and installed steam showers — are non-returnable. If you're unsure whether a product is right for you, contact us before installation and we'll help you evaluate your options.
Inspect your delivery immediately and note any damage on the delivery receipt before signing. Contact us within 48 hours with photos of the damage and packaging. We'll file a freight claim and arrange a replacement or refund at no cost to you.
Yes — we accept exchanges. Exchanges are available for items of equal or greater value. Contact us with your order number and the item you'd like to exchange. If the new item costs more, you'll pay the difference; if less, we'll refund the difference after we receive the original item.
If we shipped you the wrong item, contact us right away. We'll arrange a return at no cost to you and send the correct item as quickly as possible — or issue a full refund if you prefer. We cover all return shipping for our errors.
Original shipping charges are non-refundable for change-of-mind returns. If the return is due to our error or a defective product, we'll refund the full purchase price including original shipping.
Pack the item securely in its original packaging with all accessories, manuals, and documentation. Use additional padding if the original packaging is damaged. Include your RMA number on the outside of the package and a note inside with your order number and reason for return.
Questions about a return?
Our team can help with return eligibility, restocking fees, return shipping, and refund status. Reach out and we'll guide you through the process.