Refund and refund policy

Cancellation Policy

You have the option to cancel your order and receive a full refund before it has been shipped. Once your order has entered the shipping process, cancellation is no longer possible. In such cases, please wait for your parcel to arrive and then follow our standard return procedure.

Returns and Exchanges

Most items in new and unused condition are eligible for return or exchange within 30 days from the date of receipt.

To initiate a return or exchange, please follow these steps:

1. Contact Customer Service: Email Support@saunaroy.com with your order number, the item(s) you wish to return, and the reason.
2. Receive Instructions: We'll provide detailed return instructions and the return address.
3. Package Your Items: Carefully pack the item(s) in their original packaging, including all accessories and documents.
4. Ship Your Return: Ship the package back as instructed. Unauthorized returns will not be accepted.

Return Conditions

To qualify for a return or exchange, items must meet the following conditions:

• Return request initiated within 30 days of delivery.
• Item is unused and in original condition.
• Original packaging, tags, and labels included.
• Receipt or proof of purchase is required.
• Do not return items directly to the manufacturer.

Return Charges

• Our Mistake: If the return is due to our error (e.g., wrong or defective item), you get a full refund and we cover return shipping.
• Buyer's Remorse: If the return is due to a change of mind or preference, you'll receive a full refund, but return shipping is at your expense. No restocking fees apply.

Refunds

• Processing Time: Refunds are typically processed within 10 business days of receiving the returned item and its acceptance.
• Refund Method: The refund will be issued to your original payment method.

Late or Missing Refunds

1. Recheck your bank account or statement.
2. Contact your bank or card issuer; sometimes there's a delay.
3. If you've done this and still haven't received your refund, contact us at Support@saunaroy.com.

Sale Items

Sale items are eligible for return and refund under the same conditions as full-priced items.

Exchanges

We accept exchanges. The fastest way to get the item you want is to request a return for the item you have, and once accepted, place a separate order for the new item. To exchange, contact Support@saunaroy.com and we'll assist you.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at Support@saunaroy.com or +1 (877) 692-8734 with details of the product and the defect. We will provide instructions on how to return the item and will cover all associated return shipping costs. Upon receipt and inspection, we will either send you a replacement or issue a full refund, as per your preference.

Contact Us

If you have any questions or would like to start a return, contact us:

• Email: Support@saunaroy.com
• Phone: +1 (877) 692-8734

We typically respond within 24 hours.