Saunovia Return and Refund Policy
At Saunovia, we want you to feel confident when shopping with us. This Return & Refund Policy explains how we handle returns, refunds, cancellations, damaged items, and other return-related requests for purchases made through our online store.
1. Return Eligibility
Before sending any item back, you must contact Saunovia to receive return authorization and detailed return instructions. Returns that are sent without prior approval may be refused or delayed.
To be eligible for a return, products must meet the applicable return conditions, which may include being in unused, uninstalled, and resalable condition, with all original packaging, manuals, and accessories included.
Because many of our products are large, heavy, and shipped by freight, certain sauna models and configurations may have specific return requirements or limitations. These details will be confirmed with you during the return-authorization process and may vary by product and supplier.
2. Return Window
Our standard return window is 30 days from delivery. To be considered for a return, you must contact us within this timeframe. Requests received after the applicable return window may not be eligible for a refund, subject to applicable law and the specific terms for your product.
3. Non-Returnable Items
Certain products may not be eligible for return, subject to applicable law and the actual terms of your order. Examples may include, but are not limited to:
- Custom-made, customized, or specially ordered saunas or accessories
- Products that have been installed, used, or modified after delivery
- Items that are damaged due to improper use, improper installation, or failure to follow the manufacturer’s instructions
- Items that are not in their original condition, missing parts, or not in resalable condition
The specific return eligibility for your product will be confirmed during the return-authorization process. This policy does not limit or replace any rights you may have under applicable U.S. federal or state consumer protection laws.
4. How to Request a Return
To request a return, please follow these steps:
1. Contact our support team at support@saunovia.com.
2. Include your order number, the product name, and a brief explanation of the reason for your return.
3. If the product is damaged or defective, include clear photographs of the product, packaging, and any visible damage.
4. Wait for our team to review your request and provide return approval and instructions before shipping the item back.
Returns that are shipped without prior approval or that do not follow the provided instructions may be delayed or may not be accepted.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us promptly after delivery at support@saunovia.com.
Include your order number, a description of the issue, and clear photographs of the product, packaging, and any visible damage or defect. Our support team will review the information and advise you on the next steps, which may include an appropriate replacement, repair, or refund where applicable.
In some cases, we may work directly with the manufacturer or shipping carrier to resolve the issue. We may request additional information or documentation to help us complete our review.
If you need to cancel an order, please contact us as soon as possible at support@saunovia.com with your order number and cancellation request.
We will do our best to accommodate your request; however, cancellation may not be possible once an order has been processed, dispatched, or entered a supplier’s fulfillment or production process. In those cases, your order may instead be handled under this Return & Refund Policy.
Any specific cancellation terms or limitations that apply to your order will be communicated to you during the order or cancellation process.
9. Exchanges
If you would like to ask about an exchange, please contact our support team at support@saunovia.com. Exchange availability depends on the specific product and current stock. Where an exchange is not possible, we will advise you on available options under this Return & Refund Policy.
10. Contact Information
Email: support@saunovia.com
Business name: Saunovia
Contact form: [LINK TO CONTACT PAGE]
7. Return Shipping Costs
Return shipping costs may vary depending on the product, reason for return, and shipping method.
In general, customers are responsible for the cost of return shipping for change-of-mind returns or situations where the product is not defective and was supplied as ordered.
For items that arrive damaged, defective, or incorrect, return shipping responsibilities will be handled in accordance with our actual store policy and applicable law. In some cases, we may arrange or cover return shipping, or provide an alternative resolution.
Please note: The specific terms for return shipping, including any customer-paid costs or store-covered costs, will follow our actual return-shipping policy