Luxury Sauna Collection Returns, Refunds & Cancellations Policy

Luxury Sauna Collection offers large, specialized products from multiple premium manufacturers. Return, cancellation, and exchange eligibility may vary by product because of manufacturer requirements, shipping costs, customization, and the size and nature of the merchandise.

Please review this policy and any product-specific terms displayed on the applicable product page before placing your order.

Important Purchase Information

Because each sauna is prepared and fulfilled specifically for your order, purchases are final once accepted. Damaged, defective, or incorrect products remain eligible for review and resolution.

Unless a product page expressly states otherwise, all sauna, cold-plunge, accessory, special-order, and customized-product sales are final.

We do not accept returns or exchanges for non-defective products, including returns based on:

• Change of mind
• Buyer’s remorse
• Personal preference
• Product color, wood grain, or other natural variations
• Incorrectly measured spaces
• Failure to confirm product dimensions or requirements
• Products that do not fit through entrances or into the intended location
• Customer-selected configurations or options
• Products no longer wanted after ordering or delivery

If a future product or manufacturer offers a different return period, the applicable terms will be clearly disclosed on that product’s listing before purchase.

This policy does not limit any rights available under applicable consumer-protection laws.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, is defective, or is materially different from what you ordered, contact Luxury Sauna Collection as soon as possible, but no later than seven calendar days after delivery.

Contact us at:

Email: hello@luxurysaunacollection.com

Please include:

• Your name and order number
  
• A detailed description of the problem
  
• Photographs or video clearly showing the damage, defect, or incorrect item
  
• Photographs of the exterior and interior packaging
  
• Photographs of shipping labels and product-identification labels
  
• A copy or photograph of the delivery receipt, if applicable
  
• Any other information reasonably requested to evaluate the claim
  

Do not discard the product, packaging, pallet, crate, shipping materials, or damaged components while the claim is being reviewed.

Freight Damage

Please inspect all packaging and visible product surfaces before signing the carrier’s delivery receipt.

Visible damage, missing pieces, crushed or punctured packaging, broken seals, or other irregularities should be described clearly on the delivery receipt. Take photographs before unpacking whenever possible.

Writing “subject to inspection” does not replace documenting visible damage.

If concealed damage is discovered after delivery, stop unpacking, assembly, installation, and use of the product. Preserve all original packaging and contact us within the seven-day reporting period.

If the shipment appears severely damaged, contact Luxury Sauna Collection for guidance before refusing delivery whenever reasonably possible. Unauthorized refusal of an undamaged shipment may result in return freight, storage, or redelivery charges.

Failure to inspect the shipment, document visible damage, retain the packaging, or report damage within the required timeframe may affect our ability to obtain repair, replacement, or another resolution from the manufacturer or carrier.

Inspection and Verification

All damage and defect claims are subject to inspection and verification by Luxury Sauna Collection, the manufacturer, the carrier, or an authorized service provider.

We may request:

• Additional photographs or video
  
• Product serial numbers or identification labels
  
• Diagnostic information
  
• Participation in troubleshooting
  
• An inspection by an authorized technician
  
• Return of a defective part or product
  
• Other information reasonably required to evaluate the claim
  

Do not return, ship, repair, alter, install, uninstall, or dispose of a product unless you have received written instructions from Luxury Sauna Collection.

Unauthorized returns will not be accepted.

Available Resolutions

After the claim has been reviewed and verified, Luxury Sauna Collection will coordinate with the applicable manufacturer to provide an appropriate resolution.

Depending on the circumstances, available resolutions may include:

• Technical assistance or troubleshooting
  
• Repair of the product
  
• Replacement of a defective component
  
• Replacement of the product
  
• A partial refund when appropriate
  
• A refund of the applicable purchase price
  

The available resolution will be determined based on the nature of the issue, manufacturer requirements, product warranty, parts availability, and applicable law.

A full product replacement or refund will not automatically be provided when the issue can reasonably be resolved through troubleshooting, repair, or replacement of a defective component.

Items and Conditions Not Eligible for Return or Refund

Unless otherwise required by law, products are not eligible for return, repair, replacement, or refund when the issue results from:

• Misuse, abuse, neglect, or accidental damage
  
• Improper handling, storage, assembly, or installation
  
• Installation performed contrary to manufacturer instructions
  
• Unauthorized repairs, alterations, or modifications
  
• Incorrect electrical, plumbing, ventilation, foundation, or site preparation
  
• Failure to maintain the product as directed
  
• Normal wear and tear
  
• Cosmetic or natural variations that do not affect product operation
  
• Damage occurring after delivery and acceptance
  
• Use for an unintended or unauthorized purpose
  

Products that have been installed, assembled, used, altered, or modified are not eligible for a discretionary return. This restriction does not prevent a valid warranty or defect claim from being reviewed.

Custom and Special-Order Products

Customized, personalized, made-to-order, and special-order products are final sale and cannot be returned or exchanged unless they arrive damaged, defective, or materially different from the approved order.

Customizations may include product dimensions, finishes, materials, heater selections, electrical configurations, accessories, or other customer-selected specifications.

Customers are responsible for carefully reviewing and approving all specifications before a customized or special-order product enters production.

Exchanges

We do not accept exchanges for non-defective products.

When a verified defect or shipping error requires replacement, Luxury Sauna Collection will coordinate the replacement process with the manufacturer. Do not place a separate replacement order unless instructed to do so.

Return Authorization

All approved returns require prior written authorization from Luxury Sauna Collection.

If a return is authorized, we will provide instructions that may include:

• A Return Merchandise Authorization
  
• The authorized return destination
  
• Packaging requirements
  
• Freight or carrier arrangements
  
• Required shipping documentation
  
• Applicable deadlines
  

Products must not be returned to the manufacturer’s address or another location without written authorization. Items returned without authorization may be refused and may not qualify for a refund.

Return Shipping Costs

For a verified defective, damaged, or incorrect product, responsibility for authorized return shipping will be determined according to the circumstances, manufacturer policy, carrier claim, and applicable law.

Customers are responsible for shipping, storage, redelivery, and related expenses resulting from an unauthorized return, undamaged refused delivery, incorrect address, missed delivery appointment, inaccessible location, or another customer-caused delivery issue.

Any customer responsibility for return expenses will be disclosed before an authorized return is arranged.

Order Cancellations

If you need to request a cancellation, contact us immediately at hello@luxurysaunacollection.com.

Cancellation eligibility depends on the product, manufacturer requirements, customization status, and whether the order has entered production, processing, or shipment.

An order cannot ordinarily be canceled after it has:

• Entered production or customization
  
• Been processed for shipment
  
• Been transferred to a carrier
  
• Shipped from the manufacturer or fulfillment location
  

Submitting a cancellation request does not guarantee that the order can be canceled. If a cancellation is approved, any previously disclosed, nonrecoverable manufacturer, payment-processing, freight, or customization costs may be deducted only when permitted by applicable law.

These cancellation restrictions do not limit any rights that may apply when an order cannot be shipped within the timeframe stated at the time of purchase.

Professional Installation and Optional Services

Professional installation, white-glove delivery, site services, and other optional services are nonrefundable after they have been performed.

If an optional service has been selected but not yet scheduled or performed, cancellation eligibility will depend on whether costs have already been incurred or committed. Any applicable terms will be communicated before the service is finalized.

Damage caused by improper installation is not considered a product defect. Installation performed by an authorized provider remains subject to the terms applicable to that installation service.

Refunds

If a refund is approved, Luxury Sauna Collection will initiate the refund to the original payment method within seven business days after approval or, when a return is required, after the authorized returned product has been received and inspected.

The time required for the refund to appear in your account will depend on your bank, credit-card issuer, financing provider, and original payment method. It may take additional time for the financial institution to post the credit.

Shipping, installation, customization, or other charges will be refunded only when included in the approved resolution or required by applicable law.

We will notify you when the refund has been initiated. If you have not received the credit after the timeframe provided by your financial institution, please contact us at hello@luxurysaunacollection.com.

Manufacturer Warranties

Manufacturer warranty coverage is separate from discretionary return eligibility. A product that is not eligible for return may still qualify for repair, parts, replacement, or another remedy under its applicable manufacturer warranty.

Warranty duration and coverage vary by product. Please review the warranty information displayed on the applicable product page or contact us before purchasing if you have questions.

Manufacturer warranties are provided in addition to any rights available under applicable law.

Contact Us

For questions about returns, damage claims, defects, cancellations, refunds, or warranty assistance, contact:

Luxury Sauna Collection
Email: hello@luxurysaunacollection.com

Please do not contact or return merchandise directly to a manufacturer unless Luxury Sauna Collection provides written instructions to do so.