Return and Refund Policy

Effective Date: October 23, 2025

---

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Sauna Sanctum website at https://www.saunasanctum.com.
Our goal is to ensure every customer has a transparent and fair return experience. Because we work with multiple premium suppliers and custom manufacturers, specific return conditions may vary by product type and brand.

---

2. Contact Information

For any questions regarding returns or refunds, please contact our Customer Service team:

📧 Email: support@saunasanctum.com
📍 Address: Sauna Sanctum – Momentum Group LLC
30 N Gould St #39932, Sheridan, WY 82801, United States
Phone Number: (307) 218-7877
🕒 Hours: Monday–Friday, 9 AM – 5 PM EST

---

3. Return Eligibility

3.1 General Eligibility

Customers within the United States may request a return within 30 days of product delivery, subject to the following conditions:

• Unused and Undamaged: The item must be in new, unused condition, free from any damage, wear, or installation.

• Original Packaging: The product must be returned in its original packaging with all components, manuals, and accessories.

• Proof of Purchase: A receipt or order confirmation is required to validate the return.

3.2 Brand-Specific Conditions

• Bathing Brands (Harvia, Amerec, HUUM, Auroom, etc.): Accepts returns of unused, uninstalled items within 30 days of purchase.

• Genevas Saunas (Custom-Built): As products are made to order, returns and cancellations are not accepted once production has started, except in cases of confirmed damage or defect under warranty.

• Other Brands (SaunaLife, Thermory, etc.): Returns accepted within 30 days if the product remains unused and in its original packaging.

---

4. Return Process

4.1 Initiating a Return

To start a return:

1. Contact us at support@saunasanctum.com within 30 days of receiving your item.

2. Provide your order number, product name, and a short description or photos explaining the reason for return.

3. Once reviewed, we’ll issue a Return Merchandise Authorization (RMA) and return instructions.

Unauthorized returns without an RMA number may be rejected.

4.2 Preparing Your Return

• Repack the product in original packaging with all components and accessories.

• Include the return authorization form and proof of purchase.

• Ship within 7 days of receiving return approval.

4.3 Shipping the Return

• Returns must be sent via a trackable courier (e.g., FedEx, UPS, DHL).

• Customers are responsible for shipping costs unless the return is due to a confirmed defect or error by Sauna Sanctum.

---

5. Return Shipping Costs

• Customer Responsibility: Return shipping fees are the responsibility of the customer for change-of-mind or non-defective returns.

• Company Responsibility: If the item arrived damaged, defective, or incorrect, Sauna Sanctum will cover all shipping costs associated with the replacement or return.

---

6. Specific Return and Refund Conditions

6.1 Change-of-Mind Returns

• Must be unused and in original packaging.

• A restocking fee (25%) may apply depending on supplier policy.

• Refunds are issued to the original payment method once the item is received and inspected.

6.2 Defective or Damaged Goods

• Notify us within 48 hours of delivery.

• Include photos or videos showing the issue.

• After verification, we will offer a replacement, repair, or full refund, including shipping costs.

6.3 Incorrect Product Received

• Notify us immediately upon receipt.

• We will arrange for the incorrect product to be collected and replaced at no cost to you.

6.4 Product Never Arrived

• If your product does not arrive within the estimated delivery window, contact us.

• We will open an investigation with the carrier. If confirmed lost, we’ll provide a replacement or a full refund.

6.5 Order Cancellation

• Before Shipment: You can cancel your order for a full refund if it has not entered processing or production.

• After Shipment or Production: Orders already in production or dispatched are subject to supplier return terms and may not be eligible for full refund.

---

7. Exceptions to the Return Policy

The following products are non-returnable and non-refundable:

• Custom or Made-to-Order Products (e.g., Genevas Saunas)

• Used or Installed Items

• Perishable or Hygienic Goods (e.g., sauna fragrances, oils, opened accessories)

• Gift Cards and Digital Downloads

---

8. Refunds

8.1 Approval Process

• Refunds are approved after inspection of returned items.

• You will receive an email confirming whether your refund has been approved or denied.

8.2 Refund Method and Time Frame

• Refunds are processed to the original payment method within 7 business days after approval.

• Please note: bank or card provider processing times may vary.

8.3 Partial Refunds

Partial refunds may apply when:

• Items are returned beyond the 30-day window.

• Items are not in their original condition or missing parts.

• Supplier restocking or handling fees apply.

---

9. Exchanges

• Exchanges are only offered for defective, damaged, or incorrect items.

• To request an exchange, email support@saunasanctum.com with your order details.

• We cover exchange shipping costs for defective or incorrect products.

• For change-of-mind exchanges, customers bear shipping costs.

---

10. Legal Rights

This Return and Refund Policy does not affect any statutory rights under U.S. consumer protection laws.

---

11. Questions and Support

For additional help:
📧 Email: support@saunasanctum.com
📞 Phone: (307) 218-7877
📍 Address: Sauna Sanctum – Momentum Group LLC, 30 N Gould St #39932, Sheridan, WY 82801

---

By purchasing through Sauna Sanctum, you acknowledge and agree to this Return and Refund Policy.