Returns & Refunds

If you are not completely satisfied with a product, Sauna Marketplace will exchange or refund any qualified product (see exclusions below) returned to us within 30 days of the shipping date, less a 20% handling fee and shipping. All sales are final 30 days after the shipping date.

Qualified products are in their original new condition, with the original box, UPC barcode, packaging, accessories and documentation, and are not on the exclusions list below.

There is no handling fee for a defective product returned in exchange for the exact same product, or for a product originally purchased as Open Box.

Start with a Return Authorization. Email su*****@**************ce.com with your Sauna Marketplace order number to request a Return Authorization (RA) before you ship anything back. Returns sent without an approved RA may be refused, sent back, and charged a handling fee. An RA is valid until 30 days after the original order shipping date, and we must receive the return within that window.

To return a defective product, our partners usually need their technicians to review the issue and approve the return. Your Sauna Marketplace support contact will help you through the process. Our business runs on referrals and 100% satisfaction is our goal.

Exclusions from the Return & Refund Policy

• Sauna heaters: every sauna heater, including commercial sauna heaters and steam boilers, is final sale and not returnable. Heater problems are handled through the manufacturer's warranty.
• Sauna rooms and wood: pre-cut, prefabricated, modular, two-piece, infrared, prebuilt, custom-cut and designer saunas, along with any type of wood, are cut or built to order and are not returnable.
• Aroma oils and menthol crystals: to protect their quality and safety, these are not returnable under any circumstances.
• Steam diffusers: they may not fit your steam head and they wear with normal use, so they are not returnable.
• Steam and sauna doors: they are made for specific installations and are not returnable.
• Parts: to protect the quality, safety and performance of every part, we cannot accept returns on parts.
• Missing accessories: the value of any missing item is deducted from the return credit. Missing components can make a product non-returnable.
• Promotional packages: returnable only when every component of the package comes back. Individual components may be exchanged if defective.

Shipping errors: if you receive a product you did not order, we will exchange it at no additional cost once we verify it. Proof of purchase (order confirmation, packing slip or our record of your order) is required for all returns.

Return shipping: you pay for return shipping, and returns must be insured. If you choose not to insure a return, you are responsible for any loss or damage in transit.

Refunds: once we accept your return in like-new condition, the purchase price less the fees above is credited to your card. Purchases paid by certified check or money order are refunded by mailed check. Allow up to 14 days from when we accept the return for the refund to process, plus mail time for a check.

Under no circumstances is Sauna Marketplace responsible for delayed or late shipments. We do our best to provide accurate shipping timelines and tracking, but delays and mistakes do happen with every shipping partner. We recommend waiting until your sauna has arrived to schedule the installation and electrician.