Refund policy

.

Luxury Sauna Collection Returns, Refunds & Cancellations Policy

At Luxury Sauna Collection, we carefully curate premium saunas and wellness products from select manufacturers. Many of our products are large, specialty, made-to-order, or customized items that are prepared and shipped specifically for each customer.

For this reason, return and cancellation eligibility may differ from traditional retail purchases and may vary by product.

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

Final Sale Products

Unless expressly stated otherwise on the applicable product page, all saunas, cold plunges, customized products, special-order products, and associated accessories are final sale.

We do not accept discretionary returns or exchanges for non-defective products due to:

• Change of mind or buyer's remorse
• Personal preference
• Product color, wood grain, texture, or other natural material variations
• Incorrect measurements
• Failure to verify product dimensions, specifications, or site requirements
• Products that cannot be delivered to or installed in the intended location
• Customer-selected configurations, finishes, heaters, accessories, or options
• Products that are no longer wanted after ordering or delivery

Natural wood products may exhibit variations in grain, color, knots, texture, and other characteristics inherent to natural materials. These characteristics are not considered defects unless otherwise determined by the manufacturer.

If a particular product or manufacturer offers different return privileges, those terms will be disclosed on the applicable product page or during the ordering process.

Nothing in this policy limits rights or remedies available under applicable consumer-protection laws.

Damaged, Defective or Incorrect Products

We want your order to arrive as expected. If your product arrives damaged, is defective, or is materially different from what you ordered, please contact Luxury Sauna Collection as soon as possible.

Claims must be submitted within any product-specific reporting period stated on the applicable product page or delivery instructions. Unless a shorter product-specific timeframe applies, claims must be reported no later than seven (7) calendar days after delivery.

Contact:

hello@luxurysaunacollection.com

Please include:

• Your name and order number
• A detailed description of the issue
• Clear photographs or video showing the damage, defect, or incorrect items
• Photographs of the exterior and interior packaging
• Photographs of shipping and product-identification labels
• A photograph or copy of the delivery receipt or Bill of Lading, when applicable
• Any additional information reasonably requested to evaluate the claim

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

Freight Damage

Large saunas and wellness products are often transported by specialty or LTL freight carriers and require careful inspection at delivery.

Please inspect all cartons, crates, pallets, packaging, and visible product surfaces before signing the carrier's delivery receipt.

If visible damage, missing pieces, crushed or punctured packaging, broken seals, or another irregularity is present:

1. Clearly describe the damage on the carrier's delivery receipt or Bill of Lading.
2. Take photographs of the shipment, packaging, shipping labels, and visible damage before moving or unpacking the shipment whenever reasonably possible.
3. Ask the driver to acknowledge the damage on the delivery documentation when possible.
4. Retain all original packaging and shipping materials.
5. Contact Luxury Sauna Collection promptly.

Writing “subject to inspection” does not replace documenting visible damage on the delivery receipt.

If a shipment appears severely damaged, please contact Luxury Sauna Collection for guidance before refusing delivery whenever reasonably possible.

Unauthorized refusal of a shipment may result in freight return, storage, rerouting, redelivery, or other charges.

For additional receiving and freight-delivery requirements, please review our Shipping & Delivery Policy.

Concealed Damage

Even when exterior packaging appears undamaged, please inspect your purchase promptly after delivery.

If concealed shipping damage is discovered:

• Stop unpacking, assembly, installation, and use of the affected product.
• Preserve the product and all original packaging.
• Take detailed photographs of the packaging, shipping labels, product, and affected areas.
• Contact Luxury Sauna Collection immediately.

Concealed damage must be reported within any product-specific reporting period stated for the applicable product. If no shorter reporting period applies, concealed damage must be reported no later than seven (7) calendar days after delivery.

Failure to inspect a shipment, document visible damage, retain original packaging, or report damage within the applicable timeframe may affect our ability to obtain a resolution from the manufacturer or carrier.

Claim Review & Verification

All damage, defect, incorrect-product, and warranty claims are subject to review and verification by Luxury Sauna Collection and, when applicable, the manufacturer, carrier, or authorized service provider.

To evaluate a claim, we may request:

• Additional photographs or video
• Product serial numbers or identification labels
• Diagnostic information
• Participation in reasonable troubleshooting
• Inspection by an authorized technician
• Return of a defective component
• Other information reasonably necessary to evaluate the issue

Please do not return, ship, repair, alter, install, uninstall, modify, or dispose of a product or component unless you have received instructions from Luxury Sauna Collection.

Unauthorized returns will not be accepted.

Resolution of Damaged or Defective Products

Luxury Sauna Collection will work with the applicable manufacturer, carrier, or service provider to coordinate an appropriate resolution for a verified claim.

Depending on the circumstances and applicable manufacturer warranty, available resolutions may include:

• Technical assistance or troubleshooting
• Repair
• Replacement parts or components
• Replacement of the affected product
• Partial refund when appropriate
• Refund of the applicable purchase price when appropriate

The appropriate resolution will depend on the nature of the issue, applicable manufacturer requirements and warranty, parts availability, carrier responsibility, and applicable law.

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

Custom, Made-to-Order & Special-Order Products

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

Customization may include:

• Product dimensions
• Wood species or materials
• Finishes
• Door or window configurations
• Heater selections
• Electrical configurations
• Accessories or upgrades
• Other customer-selected specifications

Customers are responsible for carefully reviewing and approving all specifications, dimensions, configurations, and selections before an order enters production.

Once production or customization has begun, changes or cancellations may not be possible.

Items & Conditions Not Eligible for Return or Refund

Unless otherwise required by applicable law or covered by an applicable manufacturer warranty, a product is not eligible for return, replacement, or refund when an issue results from:

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

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

Exchanges

Luxury Sauna Collection does not accept exchanges for non-defective products unless expressly stated otherwise on the applicable product page.

If a verified defect or shipping error requires replacement, we will coordinate the appropriate replacement process.

Please 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 applicable instructions, which may include:

• A Return Merchandise Authorization (RMA)
• Authorized return destination
• Packaging requirements
• Freight or carrier arrangements
• Required shipping documentation
• Applicable return deadlines

Products must not be returned directly to a manufacturer, warehouse, or another location without written authorization from Luxury Sauna Collection.

Unauthorized returns may be refused and may not qualify for a refund.

Return Shipping & Related Costs

For a verified defective, damaged, or incorrect product, responsibility for authorized return shipping will be determined based on the circumstances, manufacturer requirements, carrier claim, applicable warranty, and applicable law.

Customers may be responsible for shipping, storage, redelivery, rerouting, specialized handling, and related expenses resulting from:

• Unauthorized returns
• Unauthorized or undamaged refused deliveries
• Incorrect or changed delivery addresses
• Missed delivery appointments
• Failure to coordinate delivery
• Inaccessible delivery locations
• Other customer-caused delivery issues

Any customer responsibility for return expenses will be communicated before an authorized return is arranged whenever applicable.

Order Changes & Cancellations

If you need to request a change or cancellation, please contact us immediately at:

hello@luxurysaunacollection.com

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

An order ordinarily cannot be canceled or changed after it has:

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

Submitting a cancellation or change request does not guarantee that the request can be accommodated.

If an approved cancellation results in nonrecoverable manufacturer, customization, payment-processing, freight, or other costs that were disclosed as applicable to the order, those amounts may be deducted from an eligible refund when permitted by applicable law.

Product-specific cancellation or change requirements may apply to certain made-to-order or specialty products and will be disclosed on the applicable product page or during the ordering process.

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

Professional Installation & Optional Services

Professional installation, white-glove delivery, site services, and other optional services are non-refundable once performed.

If an optional service has been selected but has not yet been scheduled or performed, cancellation eligibility depends on whether costs have already been incurred or committed.

Damage caused by improper or unauthorized installation is not considered a product defect.

When professional installation is provided by an authorized service provider, that service may also be subject to separate service terms and warranty provisions.

Refunds

When a refund is approved, Luxury Sauna Collection will initiate the refund to the original payment method within seven (7) business days after approval or, when an authorized return is required, after the returned product has been received and inspected.

The time required for the credit to appear in your account depends on your bank, credit-card issuer, financing provider, and original payment method.

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

We will notify you when an approved refund has been initiated.

Manufacturer Warranties

Many products offered by Luxury Sauna Collection are protected by warranties provided by their respective manufacturers.

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

Warranty duration, coverage, exclusions, and requirements vary by product and manufacturer. Product-specific warranty information is provided on the applicable product page when available.

Certain components included with products such as heaters, controls, electrical components, accessories, or other equipment—may carry separate warranties from their respective manufacturers.

Luxury Sauna Collection is your retail point of contact for warranty assistance. We will assist customers in coordinating eligible warranty claims with the applicable manufacturer; however, manufacturer warranties are provided and administered subject to the terms, limitations, exclusions, and remedies established by the applicable manufacturer.

Please retain your order confirmation, product documentation, serial numbers, and other purchase records, as these may be required for warranty service.

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

Contact Us

We are happy to assist with questions regarding returns, shipping damage, product defects, cancellations, refunds, or manufacturer warranty assistance.

Luxury Sauna Collection
Email: hello@luxurysaunacollection.com

You may also contact us through the Contact Us page on our website.

Please do not return merchandise or contact a manufacturer to arrange a return unless Luxury Sauna Collection has provided instructions to do so.