Return and Refund Policy

Return and Refund Policy

Order Cancellations and Refunds
At American Sauna Store, we are committed to offering customer-friendly policies that are among the best in the industry. You may cancel your order at any time prior to shipment without incurring any fees, excluding custom or made-to-order items (see below for details).

For inquiries regarding cancellations or refunds, please contact our support team at sales@americansaunastore.com or call 1-877-967-3224.

1. Order Cancellations (Prior to Shipment)
To cancel your order before it leaves our facility, please contact us promptly. Orders canceled before shipping will be fully refunded. Our team can be reached during business hours via phone, chat (located at the bottom right of our website), or email.

2. Cancellations of Custom and Made-to-Order Items
Custom and made-to-order products are non-cancellable and non-refundable. These items are manufactured specifically to your specifications and begin production shortly after your order is placed. Brands that fall under this category include, but are not limited to, [insert applicable brands].

Once production has commenced, cancellation is not possible. If you are unsure whether your item qualifies as custom or made-to-order, please contact us before placing your order.

All sales are final on custom and made-to-order products.

3. Refunds and Exchanges
If you wish to exchange an item, you may do so. However, the customer is responsible for all shipping costs associated with exchanges and returns.

Due to rising freight and LTL shipping costs, standard returns (not involving product replacement) are subject to a 25% restocking fee, in addition to return shipping costs. If you are exchanging for another product, we may be able to offer partial shipping cost assistance depending on the item.

4. Shipping Timelines
We strive to process and dispatch orders as quickly as possible. For in-stock products, orders typically ship within 1–5 business days and are delivered within 5–8 business days. For out-of-stock items, we will inform you of the estimated lead time. If the projected delay is unacceptable, you may request a full refund prior to shipment.

While we make every effort to ensure timely delivery, shipping delays may occur and are beyond the control of American Sauna Store. We appreciate your understanding and patience during such times.

5. Exchange Agreement Acknowledgment
By placing an order with American Sauna Store, you agree to the following terms:

• I will inspect all delivered items upon arrival, document any visible damage with photographs, and report it to American Sauna Store within 24 hours of delivery.
• I understand that return and replacement shipping costs are my responsibility unless otherwise stated.
• I acknowledge that products must be returned unused and in original packaging. Additional restocking fees may apply.
• I understand that once an order has shipped, a full refund is no longer possible.
• I accept responsibility for return shipping and restocking fees (typically 25%) if I choose to return an order after it has shipped.

6. Damaged Items
Please inspect your shipment at the time of delivery. If any damage is noted, it must be documented with photos and reported to us within 24 hours. Please email photos of the damage, packaging, and SKU, along with a description of the issue to [email address].

Freight damage claims cannot be processed without supporting photo or video evidence submitted within 24 hours. Claims filed outside this window may be denied.

7. Warranty Information
Warranties vary by manufacturer and are detailed on individual product pages. Warranty claims apply to issues arising from use over time and do not cover damage that was present upon delivery and not reported within 30 days.

8. Product Returns
Customers have 30 days from the date of delivery to initiate a return, provided the product has not been opened, assembled, or used.

Unless explicitly stated otherwise on the product page, the customer is responsible for all return shipping costs and any re-consignment fees resulting from customer error.

All products are covered by a manufacturer’s warranty guaranteeing you receive a fully functional item. See individual product pages for specific terms.

9. BOGO (Buy One, Get One) Promotions
For purchases made during a BOGO promotion, both items must be returned to receive a full refund. If only one item is returned, store credit or a replacement will be issued for the standalone value of the returned item.

If the order has shipped, the customer is responsible for all return shipping costs and applicable restocking fees.

10. Refunds & Refunds Processing Time

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@americansaunastore.com.

11. Chargebacks and Dispute Resolution
We are committed to resolving all customer issues in a timely and fair manner. If you experience any issues with your order, please reach out to us directly so we can assist you.

Filing a chargeback without first attempting resolution through our customer service team is strongly discouraged. Fraudulent chargebacks will be pursued to the fullest extent of the law.

Contact Information
For any questions, concerns, or to initiate a return or cancellation, please contact us at:
📧 sales@americansaunastore.com
📞 1-877-967-3224

Terms of Use
By placing an order on our website, you acknowledge that you have read, understood, and agreed to the terms outlined in this Return and Refund Policy. If you do not agree with these terms, please refrain from using our services.