Refund policy

Return & Refund Policy

Last updated: June 4, 2026

This Return & Refund Policy applies to purchases made through our online store by customers located in the United States.

1. Return Eligibility

We accept returns of eligible products within 30 days after delivery, provided the item is:

• unused;
• unopened;
• uninstalled;
• in its original packaging; and
• returned with all parts, accessories, manuals, hardware, and documentation included.

If a product page, written quote, invoice, or order confirmation states that a specific item is final sale, made-to-order, non-cancelable, or subject to different return terms, that item-specific disclosure controls.

2. Supplier and Product-Specific Terms

Saunass works with multiple manufacturers and suppliers. Certain products may be subject to manufacturer-specific or supplier-specific return, cancellation, and restocking terms that differ from the general terms in this policy. Where a product page, written quote, invoice, or order confirmation states different terms for a specific product, those terms apply to that product and take precedence over this general policy.

If you have questions about the specific terms that apply to a product before purchasing, contact us at info@saunass.com.

3. Non-Returnable / Final Sale Items

Unless required by law, the following are not eligible for return or refund:

• products that have been opened, used, assembled, installed, altered, filled with water, or damaged after delivery;
• custom, made-to-order, special-order, or personalized products;
• clearance items or products expressly marked final sale;
• gift cards, replacement parts, and any consumable or hygiene-sensitive items; and
• products returned without prior written authorization.

4. How to Start a Return

To request a return, contact Saunass within 30 days of delivery:

• Email: info@saunass.com
• Phone: +1 307-222-0551

Do not send products back without written return authorization. Once approved, we will provide return instructions and the correct return address.

5. Return Shipping and Fees

The customer is responsible for all return shipping and freight charges.

Eligible returns are subject to:

• a 25% restocking fee; and
• deduction of the original outbound shipping charges.

If Saunass arranges return freight on your behalf, that cost will also be deducted from your refund.

6. Refund Calculation

If your return is approved and received in eligible condition, your refund will equal the original item price paid, minus:

• original outbound shipping charges;
• return shipping and freight charges;
• the 25% restocking fee; and
• any non-recoverable carrier, handling, or storage charges caused by the return.

7. Inspection and Refund Timing

All returned items are inspected after receipt. Refunds are not issued until we confirm that the returned product and all included parts and accessories have been received in acceptable condition. Approved refunds are typically issued to the original payment method within approximately 7 business days after inspection and approval.

8. Exchanges

We do not offer direct exchanges. If you want a different product, please place a new order.

9. Order Cancellations

Because many products are large freight items and may be reserved, prepared, or sourced specifically for an order, cancellation requests are handled as follows:

• Within 24 hours of order placement: cancellation for a full refund, provided the order has not already entered production, procurement, or freight booking.
• After 24 hours but before shipment: cancellation may still be possible, but any non-recoverable supplier, production, storage, or freight charges may be deducted from your refund.
• After production or customization begins: the order may be non-cancelable. If cancellation is approved, any refund may be reduced by all non-recoverable costs.
• After shipment: orders cannot be canceled and are instead governed by this Return & Refund Policy if otherwise eligible.

Certain products carry a shorter or stricter cancellation window as specified by the manufacturer. Where a product page or order confirmation states a shorter window, that window applies.

If financing was used, any financing charges, lender approvals, or third-party financing terms remain governed by that provider's agreement.

10. Damaged, Defective, or Incomplete Orders

Do not use the standard return process for freight damage, defects, or missing parts.

At delivery, inspect the shipment before accepting it. Note any visible damage or shortage on the delivery receipt or bill of lading, take photos and video, and keep all packaging.

Claim timing:

• Severe freight damage: refuse delivery and notify us immediately, ideally the same day and no later than 24 hours after the delivery attempt.
• Visible damage or shortage accepted at delivery: report within 48 hours.
• Concealed damage or missing parts not reasonably visible at delivery: report within 5 calendar days after delivery.
• Small-parcel items marked delivered but not received: report within 5 business days of the carrier's delivery scan.

To open a claim, email info@saunass.com with your order number, proof of purchase, photos and video, a description of the issue, and the serial number if available.

For freight damage or product defects, our preferred resolution order is:

• replacement parts;
• repair;
• exchange; or
• refund or store credit, when appropriate.

11. Manufacturer Warranty

Many products are covered by a manufacturer's warranty. Manufacturer warranty claims are separate from change-of-mind returns. Contact us first and we will help coordinate warranty support.

12. Refused Delivery / Failed Delivery

If you refuse delivery for reasons other than severe shipping damage, carrier error, or our mistake, you may be responsible for return freight, storage, redelivery, restocking, and other carrier-imposed charges.