Cancellations & Refunds
At Sauna Heater Supply, we take pride in offering some of the best return policies in the industry. You can cancel your order free of charge at any time before it ships (certain exceptions apply, such as custom orders—see details below). For inquiries, please contact us via email at Sales@saunaheatersupply.com or call 916-333-0240.
Cancellations (Before Order Ships)
If you need to cancel an order, please reach out as soon as possible to ensure a full refund before the order leaves the warehouse. You can contact our team during business hours at 916-333-0240, through the chat feature on our website, or email us at Sales@saunaheatersupply.com anytime.
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded, as these items are produced specifically for your order. Once placed, your order is immediately put into production. However, your warranty will guarantee a fully functional and operational product. If you're unsure whether your order falls under the "custom" or "made-to-order" category, please contact us by phone or email for clarification.
All sales are final for custom and made-to-order items.
Refunds and Returns
If you wish to exchange a product, you may do so, but customers are responsible for shipping costs during any returns or exchanges. Not all orders are eligible for return after shipping, as we source our products directly from manufacturers. If the manufacturer does not allow returns, we cannot process one. This varies by brand and product; please reach out for more details about your specific product.
Due to the rising costs of LTL/freight shipping, any outright return will incur a 25% cancellation fee, plus return shipping charges. If you're replacing the product with another item, we may be able to help offset some of these costs, depending on the product.
Customers have 30 days from the delivery date to initiate a return, but specific return policies from individual brands may override this general policy. Please check the product page for details.
Shipping Times
We do our best to get your order to you as quickly as possible. Estimated shipping times are listed on each product page based on the information we receive from our suppliers and shipping partners, though these estimates may change without notice due to supply chain delays, shipping demands, or factory slowdowns.
Unfortunately, these delays are beyond the control of Sauna Heater Supply. While we understand it can be frustrating, we appreciate your patience and thank you for your understanding during these times.
Important Information
By making a purchase from Sauna Heater Supply, you agree to the following terms:
- I agree to inspect the package upon delivery and report any damage to Sauna Heater Supply within 24 hours of receipt, including photos of the damage.
- I understand I am responsible for the cost of return shipping and for the shipping cost of a replacement product in case of a return or exchange.
- I agree that returned products must be unopened and unused. Additional restocking fees may apply.
- I understand that if my order has left the warehouse, I will not be eligible for a full refund.
- I acknowledge that any returned order will be subject to return shipping and restocking fees, typically around 20%, once shipped.
- I recognize that shipping estimates provided on product pages are subject to change and may be affected by circumstances outside the control of Sauna Heater Supply.
- I agree not to cancel or file a chargeback due to delays caused by factors outside the control of Sauna Heater Supply, such as manufacturing or logistical constraints of our partners.
Damages
Please inspect your items when they arrive. If you notice any damage, make a note when signing for delivery. If your items arrive damaged, please send photos (including the box and SKU) and a brief description of the issue to Sales@saunaheatersupply.com within 24 hours of delivery. Failure to report damage within this window will void the freight damage claim.
Warranty
Warranties vary by manufacturer—see individual product pages for details. Warranty claims cover damage from regular use over time. Damage that occurs upon delivery and is not reported within 30 days is not covered by warranty.
Returns
Unless otherwise stated on the product page, customers are responsible for return shipping or reconsignment fees due to customer error.
Most products come with a warranty guarantee, ensuring you receive a fully functional product at no additional cost. Please refer to individual product pages for details.
BOGO Promotions
In the case of a "Buy One, Get One" promotion, both items must be returned for a full refund. If one of the two items is returned, you may receive a replacement for that item or store credit. If your order has already shipped, you are responsible for return shipping and, depending on the manufacturer, may incur a restocking fee. Refunds will only be issued to the original payment method used for the purchase.
All customers agree to the terms and conditions stated here.
Refund and return policies vary by manufacturer, so please check product pages or contact Sales@saunaheatersupply.com for more information.
Chargebacks
Our team is here to assist with any issues you may encounter. We believe our policies are fair and among the best in the industry. Please contact us for help resolving any concerns, and avoid filing chargebacks for issues we can resolve together.
Filing a fraudulent chargeback will result in criminal liability for theft. For any questions or concerns, contact Sales@saunaheatersupply.com.
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