The industry standard is a "30-day returns" badge hiding a 20% restocking fee. We'd rather you know every number before you order.

• Changed your mind (within 30 days, unused, original packaging): full refund once it's back in our warehouse. You pack it; we schedule the freight pickup. You pay return freight only (typically $250–$450). 0% restocking fee.
• Arrived damaged — noted on the delivery receipt: free replacement panels/parts, or a full replacement unit if you refused delivery. $0.
• Concealed damage found after unboxing: report it within 48 hours of delivery with photos and we handle it through the freight claim — $0 to you. After 48 hours it's handled under warranty instead. So open every box within two days of delivery, even if installation is weeks away.
• Sauna heaters, once installed: hardwiring a heater converts a return into a warranty claim — an installed electrical appliance can't be resold as new. Uninstalled heaters in original packaging follow the standard 30-day terms above. (This is exactly why the pre-ship sizing call exists — so the right heater arrives the first time.)
• Defective under warranty: one email to us; we file with the manufacturer; parts ship to your door. $0.
• Cancel before shipment: full refund, usually same day. Custom builds: $0 within 72 hours of order, then a 5% materials fee.
• Custom / made-to-order models: non-returnable — they're built for you. We flag this clearly at checkout before you pay. Never a surprise.

One honest caveat: return freight on a 681-lb sauna is real money, which is why our pre-ship confirmation call exists — the best return policy is the return you never need. If we recommended the wrong model for your space on that call, the return freight is on us.