Refund policy

Saunas are large freight items, so a few things work differently here than with ordinary online orders. Please read this before you buy — and if anything is unclear, call us on 609-439-2910 first.

Cancelling before it ships

Email or call us before your order leaves the warehouse and we will cancel it and refund you in full. Once freight is booked and the unit is in transit, the return terms below apply instead.

Returns

  • You have 30 days from the date you place your order to request a return. Most stores count from delivery, and we would rather explain this than surprise you with it: 30 days from the order date is the window the factory gives us, and we cannot honour a deadline they will not. Freight transit is measured in weeks, so if you have any doubt at all, call us the day the crate lands.
  • Contact us first. A return authorisation is required before anything is sent back. Shipments returned without one cannot be processed.
  • The sauna must be unused and unassembled, in its original packaging, with all hardware and manuals.
  • A 5% restocking fee applies once packaging has been opened. That is not a penalty and we do not profit from it — it covers the card processing fee on your original payment, which the payment processor keeps even when we refund you in full, plus the factory's reboxing charge.
  • You pay the freight both ways. The original shipping charge is not refunded, and return freight is at your cost. We book the return ourselves — insured, by the same method it went out — because the factory requires that, and a return that arrives damaged is not credited at all. We bill you exactly what the carrier charges us. On a sauna that is a significant amount, which is why we would rather talk you into the right model than take a return.
  • Refunds are issued to the original payment method once the unit is back and inspected.

What cannot be returned

  • Anything that has been assembled, installed or used.
  • Units damaged after delivery, including weather exposure before assembly.
  • Heaters, stones and accessories once unsealed.
  • Items returned improperly packaged, where the packaging no longer protects the goods in transit.

If it arrives damaged

This matters more than the rest of this page, because the window is short — and none of the deadlines above apply to damage. Damage is a freight claim, not a return.

  • Inspect the crate before the driver leaves. If anything looks wrong you have two good options: refuse the delivery outright, or sign for it "Subject to concealed damage". Either one protects you. A clean signature makes a freight claim very hard to win.
  • Open and check the contents within 5 business days of delivery, even if you are not building it yet.
  • Report any damage, shortage or defect to us within those 5 business days with photographs of the packaging and the damage.
  • Keep all packaging until the claim is settled.

Damage and factory errors cost you nothing: the return freight is covered, and there is no restocking fee. Tell us promptly and we handle the claim. Tell us three weeks later and there may be nothing we can do.

Warranty is separate

SaunaLife covers its saunas for two years, residential use, from delivery, against defects in factory workmanship. That is not a return right — it is a repair or replacement remedy, and it is separate from this policy, with no 30-day limit. Heaters are covered by their own manufacturer, HUUM or Harvia, not by SaunaLife. If you have a warranty issue, contact us and we will file the claim on your behalf.

Questions

Call 609-439-2910 or email jerseyshoresaunas@gmail.com.