Returns and cancellations

The short version

• Change or cancel for free at any time before you pay. No payment is taken with an order request.
• Returns: within 30 days of delivery, for items that are unused, not installed or wired, complete and in their original packaging, once we’ve authorized the return.
• Restocking fee: 15% on change-of-mind returns. No fee when an item arrives damaged, defective or wrong.
• Final sale: items that have been installed, wired or used, and special-order items.
• Shipping damage: report it within 48 hours of delivery, with photos.
• Refunds: to your original payment method, within 10 business days of receiving and inspecting the return.
• Outdoor saunas: the 40% deposit is refundable until production starts, and non-refundable once it has started.

Before you pay

Sending an order or quote request doesn’t commit you to buy, and we don’t take payment with a request. Until you pay, you can change or cancel at no cost. Just reply to our email or contact us.

After you pay, before your order ships

• In-stock items: cancel for a full refund.
• Special-order items: if we’ve already ordered the item from the manufacturer for you, a 15% restocking fee applies.

Returning an item after delivery

• Return window: 30 days from delivery.
• Condition: unused, not installed or wired, complete with all its parts and manuals, and in the original packaging.
• Authorization first: contact us before you send anything back. We confirm the return and tell you how to ship it.
• Restocking fee: 15% on change-of-mind returns, deducted from your refund.
• Return shipping: you pay it, unless the error is ours.
• Refunds: to your original payment method, within 10 business days of receiving and inspecting the return.

Final sale

These items can’t be returned for a change of mind:

• Heaters, controls and other items that have been installed, wired or used
• Special-order items, which we order from the manufacturer for you
• Outdoor saunas, which are built to order

A final-sale item that arrives damaged, defective or wrong is still covered by the section below.

Damaged, defective or wrong items

• Shipping damage: report it within 48 hours of delivery, with photos of the item, the box and the label. Please don’t install a damaged heater or control.
• Defective or wrong items: tell us within the 30-day return window, with photos.
• What it costs you: nothing. There’s no restocking fee, and you don’t pay the return shipping.

A fault that shows up after installation is handled under the manufacturer’s warranty, and we take the claim to the manufacturer for you. Our warranty page explains how it works.

Outdoor saunas

• Deposit: a 40% deposit starts production. It’s refundable until production starts, and non-refundable once it has started.
• Balance: due before delivery.
• After delivery: saunas are built to order, so they’re final sale. Report any shipping damage within 48 hours of delivery, with photos. The sauna structure is covered by our 2-year limited warranty.

How to start a return

Contact us with your order number, the item, the reason for the return and a photo. Once we’ve authorized the return, we’ll send you the next steps. Please don’t send anything back before then, so nothing gets lost along the way.

Your rights

This policy doesn’t limit any rights you have under the consumer protection law of your province. Our terms of sale explain how an order becomes final.