Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it — unused, uninstalled, and in its original packaging, including all components, accessories, and documentation. Proof of purchase is required.
To initiate a return, please contact us at sales@heatrasauna.com.
Returns must be approved before being sent back. Items returned without prior approval will not be accepted.
If your return is approved, we will provide instructions for return shipping. Return shipping costs are the responsibility of the customer unless otherwise agreed in writing.
Return address:
Will be provided at request
Damages and Incorrect Items
Please inspect your order immediately upon delivery. If your item is defective, damaged during transport, or if you received the wrong product, contact us at sales@heatrasauna.com as soon as possible. We will assess the issue and arrange a suitable solution.
Non-Returnable Items
Certain items are not eligible for return, including but not limited to:
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Custom-made or made-to-order products
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Special orders or personalized items
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Items that have been installed, used, or modified
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Sale items and gift cards
Due to the nature of sauna products and modular constructions, custom configurations cannot be returned once production has started.
If you are unsure whether your item qualifies for return, please contact us before placing your order.
Exchanges
We do not offer direct exchanges.
The fastest way to receive a different product is to return the original item (subject to approval) and place a new order separately.
European Union – Right of Withdrawal
If your order is shipped to a country within the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, in accordance with EU consumer law.
To exercise this right, the product must be unused, uninstalled, and returned in its original packaging, including all components. The right of withdrawal does not apply to custom-made or made-to-order products.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved, your refund will be issued to the original payment method within 10 business days. Please note that processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved, please contact us at sales@heatrasauna.com.
Contact
For all questions regarding returns, refunds, or delivery issues, please contact: