Refund policy

Cancellations and refunds

You may cancel an order for a full refund at any time before it ships. Please email hello@selfcaresaunas.com or use chat on this shop as soon as you can, so we can stop the order before it leaves the warehouse. Once a shipment has left, a full refund is no longer available.

Custom and made-to-order

Custom and made-to-order products cannot be canceled or refunded after the order is placed. Production begins immediately. If you are not sure whether an item is custom, contact us before checkout. Manufacturer warranties still apply to a working product.

Refunds and returns

Eligible items may be exchanged. Return shipping is the customer’s responsibility.

Not every order can be returned after it has shipped. We source products from manufacturers, so we can only accept a return if the manufacturer will take the product back. That varies by brand. Email us with your order number if you need details for a specific product.

Because of freight costs, an outright return of an LTL shipment is subject to a 25% restocking fee plus return shipping. If you are exchanging for another product we sell, we may be able to help with part of that cost depending on the item.

You have 30 days from delivery to start a return, unless the product page or the manufacturer states otherwise. Items must be unused and in the original packaging. Opened boxes of sauna stones and parts that have already been installed cannot be returned.

Parcel accessories such as stones, control panels, and chimney pieces may be returned unused, in the original carton, within 30 days. Return shipping is yours. Refunds are issued to the original payment method.

Shipping times

Estimated shipping times on product pages come from our suppliers and carriers. Those dates can change because of factory or freight delays outside our control. A delay of that kind is not grounds to cancel after shipment or to file a chargeback.

At checkout

By placing an order, you agree that:

  • You will inspect the shipment on delivery and note any damage with the carrier. Email photos of the packaging, labels, and product to hello@selfcaresaunas.com or use chat within 24 hours. Claims reported after that window may not be eligible.
  • You are responsible for return shipping, and for shipping on a replacement if you request an exchange.
  • Returned products must be unopened and unused. Restocking fees may apply (typically about 20% after shipment, or 25% plus return freight on LTL).
  • Orders that have left the warehouse are not eligible for a full refund.
  • Published shipping estimates are not guaranteed.

Damage in transit

If something arrives damaged, photograph the carton and the product and contact us within 24 hours. We will work with the carrier and the manufacturer on the claim.

Warranty

Warranties are provided by the manufacturer. See the product page and the official spec sheet. They cover defects in normal use. Damage that occurs in transit should be reported as a delivery claim, not as a warranty claim.

Chargebacks

Please contact us first so we can resolve the issue. Do not file a chargeback for a shipping delay or a freight claim we are already handling.

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