Refund and Return Policy

Elite Sauna Supply sells premium saunas, heaters, cold plunges, hot tubs, and wellness equipment shipped directly from authorized manufacturers and distributors. Because these products are large, custom-packed, and shipped via freight, returns are handled differently than standard retail items. Please read this carefully before placing your order — we want zero surprises.

1. Order Changes and Cancellations

Need to make a change? Reach out to us as soon as possible. Orders can only be canceled or modified before they're submitted to the supplier for fulfillment. Once an order has been sent to the supplier:

• It cannot be canceled
• It cannot be modified
• It cannot be refunded

This is because products are allocated, packed, and scheduled for freight shipment immediately after order submission.

2. All Sales Are Final Once Shipped

Once a product has shipped from the supplier, the order is non-cancelable and non-refundable. Returns are not accepted for:

• Change of mind
• Size, fit, or model selection
• Installation or electrical requirements
• Delayed delivery due to freight carrier

Freight shipments cannot be returned to the warehouse unless the supplier specifically authorizes it.

3. Damaged or Defective Products

If your product arrives damaged or defective, you're covered under our Shipping Damage Policy. Here's what to do:

• Inspect the shipment at delivery
• Report any concealed damage within 48 hours
• Provide photos and required documentation

Approved damage claims are resolved through replacement parts, repairs, or unit replacement. Refunds for freight damage are only issued if approved by both the supplier and carrier.

4. Authorized Returns

In rare cases, a supplier may authorize a return. If approved:

• The customer is responsible for all return freight costs
• Original outbound shipping is non-refundable
• A restocking fee of 15–30% may apply
• Items must be unused, uninstalled, and in original packaging

5. Non-Returnable Items

The following are not eligible for return:

• Custom or special order products
• Installed or used equipment
• Clearance or discounted items
• Electrical components and heaters once opened
• Items damaged after delivery or installation

6. Chargebacks and Payment Disputes

Filing a chargeback instead of working through our return and damage process will void any warranty or replacement eligibility and result in the dispute being contested with shipping and policy documentation. We'd much rather resolve things directly — just call us at (737) 377-2909.

7. How It All Works

Elite Sauna Supply is the authorized dealer between you and the manufacturer. All products ship directly from the supplier. Returns, replacements, and damage claims are governed by manufacturer and carrier approval. We're your advocate throughout the process — we'll assist you every step of the way, though final decisions rest with the supplier and freight carrier.

Have questions before you order? That's exactly what we're here for. Call (737) 377-2909, Monday–Sunday, 8 AM–7 PM.