Thank you for choosing Premium Saunas. We are committed to providing high-quality products and supporting our customers throughout their purchase. If an issue arises with your order, please contact us and we will be happy to assist.
Please review the following policies carefully. Return eligibility, cancellation terms, fees, and manufacturer warranty coverage vary depending on the circumstances and product purchased.
Order Processing & Cancellations
Order Processing
Orders are generally processed within 1–2 business days. In-stock products typically ship within approximately 6 business days, although processing and shipping times may vary by product, manufacturer, inventory availability, and other circumstances.
If a product is not available for immediate shipment, we will provide an updated estimated timeline when available.
All shipping and delivery dates are estimates and are not guaranteed unless expressly confirmed otherwise in writing by Premium Saunas.
Order Cancellations
Orders may be canceled within 24 hours of placement without penalty only if the order has not already shipped.
After 24 hours, eligible cancellations are subject to a 3% cancellation fee, provided the order has not shipped.
Once an order or any portion of an order has shipped, it can no longer be canceled. If the product is otherwise eligible for return, it will instead be subject to the applicable return policy, including return shipping costs and applicable fees.
Custom, made-to-order, special-order, and other non-returnable products may become non-cancelable once production or fulfillment has begun.
Refused Deliveries
Refusing a delivery does not constitute an approved cancellation or return.
If a customer refuses delivery for any reason other than documented shipping damage or an error attributable to Premium Saunas, the shipment will be treated as a return and will be subject to all applicable return terms and fees.
This may include:
- A 20% restocking fee, or the applicable brand-specific restocking fee, which may be as high as 35%.
- Original/outbound shipping costs, including the actual shipping cost incurred by Premium Saunas on orders advertised with free shipping.
- Return shipping and freight charges.
- A 3% processing fee.
- Any applicable reboxing or other return-related fees.
These amounts will be deducted from any refund otherwise due.
Returns
Returns are accepted only for eligible products that meet all of the requirements below.
30-Day Return Window
A return request must be submitted to Premium Saunas within 30 calendar days of delivery.
Submitting a return request does not automatically mean that the return has been approved. Premium Saunas must first confirm that the product is eligible and issue return authorization.
Required Product Condition
To qualify for a return, the product must be:
- New and unused.
- Not installed or previously installed.
- Not subjected to an attempted installation.
- Unaltered and undamaged.
- Complete with all components, accessories, manuals, hardware, and other materials originally supplied.
- In its original packaging.
- In a condition suitable for resale as new.
Products showing signs of installation, attempted installation, assembly, use, modification, damage, missing components, or other conditions that prevent resale as new are not eligible for return.
Return Authorization Process
Before returning any product:
- Contact support@premiumsaunas.com within 30 days of delivery and request a Return Merchandise Authorization (RMA).
- Provide the order number, reason for the requested return, and multiple clear photographs showing the product, its condition, all components, and the original packaging. Premium Saunas may request additional photographs or information before authorizing the return.
- Wait for written return authorization and return instructions.
- Package the product securely in accordance with the instructions provided and include the RMA information as requested.
- Ship the product only to the return location specified by Premium Saunas.
Do not return products without prior written authorization. Unauthorized returns will be refused.
Authorization to ship a product back does not constitute final acceptance of the return or guarantee a refund. Final eligibility is determined after the returned product is received and inspected.
Return Shipping & Risk of Damage
Unless the return results from an error attributable to Premium Saunas, the customer is responsible for all return shipping costs.
Customers should use a reputable carrier and purchase sufficient tracking and shipping insurance for the full value of the returned product.
The customer remains responsible for the product until it is received at the designated return location in acceptable condition.
If a returned product is lost or damaged during return transit, any resulting damage, repair costs, loss in value, or additional shipping expenses may be deducted from the refund. If the condition of the returned product makes the return unacceptable, the customer may also be responsible for the cost of shipping the product back to them.
For this reason, we strongly recommend fully insuring all return shipments.
Refunds
A refund is not issued when a return shipment is delivered to the warehouse. The returned product must first be received, inspected, and approved.
Once an approved return has been received and inspected, the applicable refund will generally be issued within 14 business days.
The refund amount may be reduced by the following, as applicable:
- 3% processing fee.
- Applicable restocking fee.
- Applicable reboxing fee.
- Original/outbound shipping costs.
- Return shipping costs paid or incurred by Premium Saunas.
- Costs associated with missing components or damage to the returned product.
- Any other applicable return charges disclosed under this policy or the applicable brand's return terms.
Free Shipping Orders
Free shipping does not mean that Premium Saunas incurred no shipping cost.
When an order originally included free or included shipping, Premium Saunas paid the carrier or manufacturer to transport the product to the customer.
If that product is voluntarily returned, the actual outbound shipping cost originally incurred by Premium Saunas will be deducted from the refund, in addition to applicable return shipping and other return fees.
Refund Timing
Once Premium Saunas issues an approved refund, it will be returned to the original payment method whenever possible.
After issuance, banks and card issuers typically require an additional 3–7 business days to post the credit to the customer's account. Processing times are controlled by the financial institution and are outside Premium Saunas' control.
Restocking & Reboxing Fees
Most eligible returns are subject to a 20% restocking fee, unless different terms apply to the particular brand or product.
Certain products may also be subject to reboxing fees if required by the manufacturer, distributor, or warehouse.
Restocking and reboxing fees are separate from processing fees, original shipping costs, return shipping costs, and other applicable deductions unless expressly stated otherwise.
Brand-Specific Return Policies
The general return requirements in this policy apply to all eligible returns, including the 30-day return window and requirements that products remain new, unused, uninstalled, unaltered, complete, and in their original packaging.
The following additional brand-specific terms apply:
Golden Designs, Maxxus, Dynamic, and Scandia
Eligible products may be returned within 30 days of receipt. A 20% restocking fee applies.
Harvia, HUUM, SaunaLife, and KOLO
Eligible products may be returned within 30 days of receipt. Applicable reboxing and other return fees may apply.
Dundalk Leisurecraft
Products are not eligible for return.
Finnmark Saunas
Sauna cabins are not eligible for return.
Where a manufacturer or distributor imposes additional return restrictions or fees applicable to a particular product, those requirements may also apply.
Shipping Damage
Shipping damage is handled separately from voluntary returns.
Customers should inspect all shipments immediately upon delivery. Any visible damage to the packaging should be photographed and clearly noted on the carrier's delivery receipt before signing for the shipment.
If the exterior packaging shows damage that could indicate damage inside, the customer should note:
“Exterior damage noted, possible concealed damage.”
Customers should unpack and inspect their products promptly after delivery and contact Premium Saunas immediately if damage is discovered. Please provide clear photographs of the packaging, shipping labels, affected product, and damage so that we can assist with the claim.
Do not discard the product, pallet, crate, boxes, or other packaging while a shipping-damage claim is being evaluated.
The appropriate resolution depends on the nature and extent of the damage and may include replacement parts, repair, replacement, credit, or another remedy determined in coordination with the carrier, manufacturer, or distributor.
Shipping damage does not automatically entitle an order to a full replacement or refund.
Manufacturer Warranty Claims
Product warranties are provided by the applicable manufacturer, not Premium Saunas, unless Premium Saunas expressly provides a separate written warranty for a particular product.
Premium Saunas does not independently warrant products manufactured by third parties and does not determine the remedies available under a manufacturer's warranty.
If you experience a potential warranty issue, contact us and we will be happy to assist with communication and coordination with the manufacturer when appropriate.
The manufacturer may require troubleshooting, photographs, videos, diagnostic information, technician evaluation, return of components, or other reasonable documentation before approving a warranty claim.
Warranty remedies are determined by the manufacturer under its applicable warranty terms and may include repair, replacement parts, product replacement, or another remedy.
A warranty claim does not automatically qualify a product for a return or refund under this policy.
Non-Returnable Products
The following are not eligible for return unless expressly agreed otherwise in writing by Premium Saunas:
- Custom, made-to-order, or personalized products.
- Products manufactured or modified to customer specifications.
- Clearance or final-sale items.
- Replacement parts.
- Sauna wood and other designated wood products.
- Products that have been installed or subjected to attempted installation.
- Used, assembled, altered, modified, damaged, or incomplete products.
- Products missing original packaging, components, accessories, manuals, or hardware.
- Products otherwise designated as non-returnable on the product page, quote, invoice, or applicable manufacturer policy.
Questions
If you have questions regarding a cancellation, return, shipping issue, or manufacturer warranty claim, please contact us before taking action:
Email: support@premiumsaunas.com
Business Hours: Monday–Friday, 9 AM–6 PM PST
We appreciate your business and are happy to assist with any questions regarding your order.
