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Return & refund policy

Last updated: 28 May, 2026

Saunasanctum.com is operated by Momentum Group LLC, a U.S.-registered limited liability company, doing business as Sauna Sanctum (“Sauna Sanctum,” “Company,” “we,” “our,” or “us”). At Sauna Sanctum, we want every customer to feel confident purchasing high-quality sauna and wellness equipment. Please read the below return & refund policy carefully before initiating a return.

1. Eligible Return Conditions

A product may be eligible for return when all of the following conditions are met:

  • The product is new, unused, and uninstalled
  • Returned in original packaging with all parts, accessories, and materials
  • The return request is submitted within 30 days of delivery
  • A Return Authorization (RA) number is issued in advance

Note: Custom-built or made-to-order products such as Genevas modular saunas have specific terms and may not qualify for standard returns. Please see section-8 below.

To initiate a return, please contact support@saunasanctum.com and include:

  • Order number
  • Product photos
  • Reason for return

2. Return Approval Process

Once a return request is submitted:

  1. Eligibility is validated with the brand-authorized distributor or manufacturer.
  2. An RA number and return shipping instructions are issued. All approved returns are shipped directly to the brand-authorized warehouse or distributor location specified in the Return Authorization (RA) instructions.
  3. Returned products must be shipped back using the appropriate ground or freight method specified in the Return Authorization (RA) instructions.

  4. Returns sent without an RA number will be refused.

3. Restocking, Re-Boxing & Return Shipping Costs

Due to specialized handling, freight logistics, and inspection requirements:

  • A 25% restocking fee applies to eligible returns, except for Vital Red Light products. Vital Red Light products do not carry a restocking fee.
  • If new packaging is required, re-boxing fees may apply (typically $20–$50 per product)
  • Customers are responsible for all return shipping costs
  • All applicable fees will be confirmed and disclosed during the return authorization process before a return is approved and will be deducted from the refund after inspection.

4. Refunds & Product Inspection

Once the returned product is received at the authorized warehouse:

  • The product is inspected for damage, installation, or missing components
  • Approved refunds are issued to the original payment method
  • Refunds are processed within 10 business days after inspection approval, depending on your bank or payment provider.

Products that are installed, used, damaged, modified, or missing components are not eligible for refund. If damage occurs during return transit, customers may file a claim with the return shipping carrier.

5. Incorrect, missing or Damaged Deliveries

At delivery, please:

  • Inspect the packaging and visible product condition before signing.
  • If minor carton or packaging damage is present, sign the delivery receipt as “Subject to inspection for concealed damage.”
  • If severe damage is visible, refuse delivery.

In either situation, please:

  • Take clear photos of the product, packaging, pallet, any visible damage, incorrect items, or missing components.
  • Keep all original packaging and materials until the claim is reviewed.
  • Contact us at support@saunasanctum.com within 48 hours of delivery or attempted delivery.

Damage is discovered after delivery:

  • If damage is discovered after delivery, please report it within 5 days of delivery and include clear photos of the product, packaging, pallet, and damaged area. Damage claims reported outside these timeframes may be denied.
  • This timeframe applies to shipping, freight, or delivery-related damage. Manufacturer defect or warranty claims are handled separately under our Warranty Policy and the applicable manufacturer’s warranty terms.

Missing/lost items: 

  • For lost or missing packages, boxes, or shipment items, report within 5 business days of “Delivered” status.

6. Order Cancellations

  • Orders may be cancelled within 24 hours of purchase at no charge.
  • After 24 hours, orders may already be in fulfillment, production, or freight scheduling.
  • Once production, fulfillment, freight scheduling, or shipping has started, cancellation may no longer be possible. After delivery, return eligibility is governed by this Return & Refund Policy.

7. Final Sale Items (Non-Returnable)

The following items are not eligible for return or refund:

  • Used or installed products
  • Custom-built or modified units
  • Open-box or clearance items
  • Consumables (e.g., sauna stones, oils, aromatherapy products)
  • Genevas modular saunas (see specific terms below)

8. Genevas Modular Saunas 

Genevas modular saunas are custom-built and made to order. They are not eligible for standard returns once production has begun or the unit has shipped, except where required by law or approved under Genevas manufacturer terms. Customers are strongly encouraged to review all specifications, measurements, and customization details prior to placing an order. If a Genevas sauna arrives with shipping damage or a verified manufacturing defect, customers must notify us according to the reporting timelines in Section 5 above, so we can assist with shipping damage review, warranty coordination, or manufacturer support in accordance with Genevas manufacturer terms.

9. Exchanges

We do not offer direct exchanges. If you wish to replace a product, you must follow the return process outlined in this policy (if the item is eligible for return) and place a new order separately. In cases of verified shipping damage, defects, or incorrect items, we will assist with replacement or warranty support in accordance with the applicable manufacturer's policies.

10. Need Help?

If you have questions or need assistance regarding this Return & Refund Policy, please contact us:

Website Name: saunasanctum.com
Company Name: Momentum Group LLC
Address: 208 N 29th St, Suite 201, Office 214, Billings, MT 59101, United States
Email: support@saunasanctum.com
Phone: +1 307 218 7877
Contact Form: Here

Service Hours:
Monday - Friday: 8 AM - 9 PM MST
Saturday: 10 AM - 5 PM MST
Our team typically responds within 24 hours during our business days and service hours.