Refund and Return Policy
Return and Refund Policy
Effective Date: 5/18/2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Elite Sauna Collection website located at https://elitesaunacollection.com ("Website").
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
Email: support@elitesaunacollection.com
Phone: 1(855)603-2714
Address: 8 The Green, STE R, Dover, Delaware, 19901-3618
Hours: Monday–Friday 9am - 5pm PST
3. Return Eligibility
Customers in US and Canada have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below.
3.1 Conditions for Return
Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
Original Packaging: The item must be in the original packaging, with all labels and tags attached.
Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
To initiate a return:
Contact Customer Service:
Email us at support@elitesaunacollection.com or call 1-(855)-603-2714 within 14 days of receiving your order.
Provide your order number and a detailed reason for the return.
Return Authorization:
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a shipping label. Return shipping will be paid by the customer, with a 25% restocking fee.
4.2 Preparing Your Return
Package the Item Safely:
Securely pack the item in its original packaging.
Ensure all accessories, manuals, and free gifts are included.
Include Documentation:
Include the return authorization form and any necessary supporting documents or images.
Attach Shipping Label:
Download and print the return shipping label provided in our email.
Affix the label to the outside of the package.
4.3 Shipping the Return
Shipping Method:
We will advise as to the best shipping method
Ship the package within 7 days of receiving the return authorization.
Use a trackable shipping method to ensure your package arrives safely.
Return shipping will be paid by the customer with a 25% restocking fee.
Return Window:
Ship the item within 14 days after receiving the return authorization.
5. Return Shipping Costs:
All return shipping costs are the responsibility of the customer unless the product is damaged, with a 25% restocking fee.
6. Specific Return and Refund Conditions
All Saunas, Cold Plunges, Steam Showers and Hot Tubs are subject to a restocking charge of 25% and return shipping costs are the responsibilities of the customer unless the product is damaged.
6.1 Returns Due to Change of Mind
Eligibility:
Items must be unused, undamaged, and in original packaging.
Return request must be made within 14 days of receipt.
Refund:
A refund will be issued to the original payment method, minus any applicable restocking fees of 25% of the purchase price.
6.2 Defective or Damaged Goods Notification:
Contact us within 48 hours of receiving the item.
Documentation:
Provide photos or videos of the defect or damage, proof of purchase is required.
Resolution:
We will offer a replacement or a full refund.
6.3 Incorrect Product Received
Notification:
Inform us immediately upon receipt.
Resolution:
We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.
6.4 Product Never Arrived
Notification:
Contact us if your product does not arrive within the estimated delivery time.
Resolution:
We will initiate an investigation with the carrier.
If the product is confirmed lost, we will offer a full refund or send a replacement product.
6.5 Order Cancellation After Shipment
If the order has already been shipped, please follow the return procedure after receiving the product. Return shipping will be paid by the customer, with a 25% restocking fee.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
Custom or Personalized Products:
Items made to your specifications or clearly personalized.
8. Refunds
8.1 Refund Conditions
Approval:
Refunds are issued after we receive and inspect the returned item.
Notification:
We will notify you via email regarding the approval or rejection of your refund.
Condition:
Items must meet the return eligibility criteria outlined in Section 3.
8.2 Refund Processing
Method:
Refunds will be processed to the original payment method used at the time of purchase.
Time Frame:
It may take up to 30 days for the refund to appear in your account, depending on your bank or credit card issuer.
8.3 Partial Refunds
Partial refunds may be granted in certain situations:
Condition Issues:
Items not in original condition, damaged, or missing parts for reasons not due to our error
9. Exchanges
Eligibility:
We replace items if they are defective, damaged, or incorrect.
Process:
To request an exchange, contact us at support@elitesaunacollection.com.
Shipping Costs:
For defective, damaged or incorrect items, we cover the shipping costs.
For exchanges due to change of mind, customers are responsible for return shipping, with a 25% restocking fee..
10. Timelines
Return Window:
Returns must be reported and shipped within 14 days of receiving the product.
Return Processing:
After receiving and inspecting the returned item, we will process the refund within 30 days.
Refund Period:
It may take up to 30 days for the refund to appear in your account after approval.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
12. Questions and Support
For more information, please:
Contact our Customer Service team:
Email: support@elitesaunacollection.com
Phone: 1(855)603-2714
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.
Elite Sauna Collection
support@elitesaunacollection.com
1(855)603-2714
8 The Green, STE R, Dover, Delaware, 19901-3618