Refund policy

Returns and refunds

If a product isn't right for you, you can return an eligible item for an exchange or a refund. The rules are below. Questions? Email hello@selfcaresaunas.com or use chat on this shop.

Return window

The return window is 30 days and starts on the date your order ships, not the date it arrives. The returned item has to reach us within those 30 days. After that, the sale is final.

Ask for a return authorization first

Before you send anything back, email hello@selfcaresaunas.com with your order number and the item(s) you want to return. We will reply with a return authorization (RA) and instructions. The RA expires 30 days after your original order shipped. We may refuse or send back a package that arrives without an approved RA, and we may charge a handling fee for it.

We need proof of purchase for every return. Your order confirmation, packing slip, or the order record in our system all count.

What condition the item must be in

  • New and uninstalled, with the original box, the UPC/bar code label, all packaging, every included accessory, and the manuals or paperwork.
  • If something is missing, we deduct its value from your refund. If the item can't work without the missing piece, we may not be able to accept the return.
  • Bundles and promotional packages come back as a complete set. If one piece of a package is defective, we can exchange that piece by itself.

Fees

  • Handling fee: 20% of the purchase price comes off every accepted return.
  • Restocking fee: if the box has been opened or is no longer factory-sealed, we charge an additional restocking and reconditioning fee of up to 15% of the purchase price.
  • No handling fee applies when you exchange a defective item for the exact same product, or when the item was bought as Open Box.

Return shipping

You arrange and pay for return shipping and insurance, whether the item goes back by parcel carrier or by freight. If you ship the return uninsured, any loss or damage on the way back is your responsibility. We do not refund the shipping or delivery charges on your original order. If your order shipped free and a return brings it under the $75 free-shipping minimum, we may charge the shipping that would have applied. Charges for installation or delivery services can't be refunded once the service has been performed.

If we confirm an item is defective, we will reimburse the original shipping you paid on that item when you return or exchange it.

Items that can't be returned

  • Sauna rooms of every kind: indoor, outdoor, barrel, cabin, prefab, modular, pre-cut, pre-built, infrared, custom-cut, and designer rooms. These are built or cut to order.
  • Wood of any kind, including wall and ceiling boards. It is cut to order.
  • Sauna heaters: electric, wood-burning, and gas heaters, heater kits, and infrared heater panels. If a heater arrives with a problem, contact us right away and we will help sort it out.
  • Sauna doors and steam shower doors. They are made for a specific opening.
  • Commercial sauna heaters, commercial steam generators and boilers, and commercial accessories. These are made for each project rather than kept in stock.
  • Steam diffusers. They are a wear item and may not fit every steam head.
  • Replacement parts.
  • Aroma oils and menthol crystals.
  • Custom, special-order, and non-stock items may also be non-returnable. If you are unsure about an item, ask us before you order.

Sauna stones, controls, Wi-Fi controllers, safety rails, chimney and flange pieces, gauges, buckets, and similar accessories can be returned if they meet the rules above. Opened boxes are accepted with the restocking fee.

If we sent the wrong item

If you receive something other than what you ordered, tell us. Once we confirm the mix-up, we will exchange it at no extra cost to you.

Damage in transit

Check every delivery while the driver is still there, and look at the outside packaging as well as the product. Write any damage to the carton or the item on the delivery receipt before you sign. If you sign without noting damage, the carrier is no longer responsible for the condition of the shipment. If the damage leaves the product unusable, refuse the delivery. In either case, contact us right away at hello@selfcaresaunas.com or by chat, and include photos of the packaging, the labels, and the product. We will work the claim with the carrier and the manufacturer.

Refunds

When the item arrives in like-new condition and meets this policy, we refund the purchase price, minus any fees above, to your original payment method. Please allow up to 14 days from the day we accept the return for the refund to go through. Your bank or card issuer may take a few more days to post it.

Cancellations

Once you place an order, we can't refund it as a cancellation. Most products start moving through the supplier as soon as the order comes in. If you change your mind, the item is handled as a return after it arrives, under the rules above. Items on the non-returnable list can't be returned.

Warranty

Every new product comes with the manufacturer's limited warranty. Coverage and length vary by brand and product. You can find the details on the product page, or ask us for a copy. Report damage from shipping as a delivery claim (see above), not as a warranty claim.

Questions about a return: hello@selfcaresaunas.com or chat on this shop.