Refund and Return Policy

Elite Sauna Supply sells premium saunas, heaters, cold plunges, hot tubs, and wellness equipment that are 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 policy carefully before placing an order.

 

1. Order Changes and Cancellations

Orders may be canceled only before they are submitted to the supplier for fulfillment.

Once an order has been sent to the supplier:

  • The order cannot be canceled
  • The order cannot be modified
  • The order 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 becomes non-cancelable and non-refundable
  • Returns are not accepted due to:
    • 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 authorizes a return.

3. Damaged or Defective Products

If your product arrives damaged or defective, it is covered under our Shipping Damage Policy.

You must:

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

Approved damage claims will be resolved through:

  • Replacement parts
  • Repairs
  • Or unit replacement

Important Note: Refunds are not issued for freight damage unless approved by 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 may apply (typically 15–30%)
  • Items must be unused, uninstalled, and in original packaging

Important Note: Returns sent without written authorization will be refused.

5. Non-Returnable Items

The following items 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 following this return and damage process will:

  • Void any warranty or replacement eligibility
  • Result in the dispute being contested with shipping and policy documentation

Elite Sauna Supply follows supplier policies for all return and damage decisions.

7. Responsibility Chain

Elite Sauna Supply acts as 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 will assist you in submitting information and tracking status, but all final decisions are made by the supplier and freight carrier.