Returns & Refunds
Straightforward Returns. No Surprises.
Premium saunas are a major investment. Our return policy is written in plain English, here's how it works.
30-day satisfaction window
You have 30 days from delivery to request a return on any unassembled sauna. Once you've started assembly, the sauna is considered used and is no longer eligible for return.
Damage on arrival
If your sauna arrives damaged, we replace it. No questions, no restocking fees. Photograph the damage, note it on the freight bill of lading at delivery, and email us within 7 days. We file the freight claim, you stay out of it.
Buyer's remorse returns
- Must be unassembled and in original packaging
- Customer covers return freight (typically $400-$700)
- 20% restocking fee applies (industry standard for freight goods)
- Refund issued within 14 days of receipt and inspection
Defective product after assembly
Manufacturing defects discovered after assembly are covered by the full factory warranty, not the return policy. We handle warranty claims directly with the manufacturer on your behalf. You don't have to navigate that yourself.
Cancellation before shipping
Cancel any time before your sauna ships and you receive a 100% refund. Once the sauna leaves the warehouse, the return policy above applies.
How to start a return
Email support@pureheatsaunas.store with your order number and reason for return. We respond within 1 business day with a return authorization and freight pickup instructions.