Refund policy

Policy Overview

We want you to feel confident ordering from rejuvenatesaunas.com. Because our products are large, high-value, and often delivered by freight, returns and replacements require a few extra steps. This policy explains exactly what to expect—upfront.

Feature Policy Details
Return Window 30 Days from delivery
Restocking Fee 20% (for buyer's remorse)
Return Shipping Paid by customer (for buyer's remorse)
Defective/Damaged $0 cost to customer (Report within 48 hours)
Refund Method Original Payment Method


Return & Exchange Eligibility

To qualify for a return, items must be unused, and in their original packaging, with all parts and accessories included.
Returns that arrive used, installed, missing parts, or not in original packaging may be refused or may receive a reduced refund based on condition.

Return Window

Return requests must be submitted within 30 days of delivery (based on carrier delivery confirmation).

Return Shipping Responsibility

  • Our error (wrong item shipped, defective item, confirmed shipping damage):
    • No restocking fee
    • We cover all shipping costs
  • Customer-initiated returns (buyer’s remorse, preference change, ordered incorrectly):
    • A 20% restocking fee applies to cover the cost of inspections and warehouse processing
    • Customer covers original outbound shipping and return shipping. For elective returns, the actual cost of the original outbound freight shipping (which was provided free at the time of purchase) will be deducted from your final refund amount.

How to Start a Return or Exchange (RMA Process)

All returns and exchanges require an RMA (Return Merchandise Authorization). To begin:

  1. Email returns@rejuvenatesaunas.com with your order number.
  2. Tell us whether you want a return or exchange and the reason.
  3. We’ll reply with next steps, including packaging requirements and—if applicable—Rejuvenate Saunas will assist in scheduling a professional freight pickup for your return.

Please do not send items back without an RMA. Unauthorized returns may be rejected.

Damaged or Defective Items

If your order arrives damaged or defective, we’ll make it right.

At delivery (important): Once the driver unloads your item(s), please inspect the outside of the boxes immediately. You do not need to open the boxes.

  • If you see minor scratches, indentations, or scuff marks on the packaging, note them on the delivery receipt before signing.
  • If you see softball-sized holes in the packaging (often forklift damage), refuse the delivery and contact us right away.

Reporting window: For freight (LTL) deliveries, damage must be reported within 48 hours of delivery. Email returns@rejuvenatesaunas.com with your order number and clear photos of the packaging and product issue. If needed, we will replace the item or affected component and process an insurance claim on your behalf.

Cancellations

You may cancel for a full refund if the order has not shipped.
If the order has already shipped (or delivery has been scheduled), it will be treated as a return and shipping fees may apply.

Refund Processing Time

Approved refunds are processed within 7 business days after the item is received and inspected. Refunds go back to the original payment method (your bank may take additional time to post the credit).

Exchanges Process

Exchanges follow the same eligibility and return window requirements.

  • If the exchange is due to our error or a defect, we’ll coordinate the exchange and cover shipping.
  • If the exchange is customer-initiated, you’re responsible for applicable shipping costs, and the original item must be returned unused and in original packaging under an approved RMA before the replacement ships.

We’re here to help you choose the right sauna and support you after delivery. If you have questions about fit, features, shipping logistics, or your return options, email us at sales@rejuvenatesaunas.com or call us at 1-425-243-9258 and we’ll take care of you.