Refund policy
Returns & Exchanges
Please keep your original packaging for 30 days in case you choose to change your mind.
Any returns within 30 days of purchase for whatever reason, shipping costs outbound and inbound will be paid by the customer. For all returning merchandise, you must have RMA (Return Merchandise Authorization) authorized by us.
Customers will be responsible for both, the original delivery and the return shipping charges. **This applies to cancellations if the order has been shipped**
The product being returned must have all the original packaging and be in new and re-sellable condition.
** White Glove Fee is not refundable**
All Medical Sauna products can be returned or exchanged within 30 days.
The 30-day time frame for acceptance of returning merchandise starts from the delivery date of the product. No return of merchandise after this 30 day time window.
In case of shipping damage from our company to the delivery address of the customer, replacement parts will be sent to the customer, if it is not repairable we will send a new unit based on a per case basis.
To prepare returns:
Get your RMA number:
Send us an email, stating that you have read our return policy to Support@MedicalSaunas.com
You can also call us to expedite this process at (818) 962-0774. Returning merchandise must have a copy of your invoice, and RMA written on the box of returning merchandise.
Choose the shipping company of your choice for return or call us to get a designated shipping company. We can provide shipping documents (BOL), labels, and instructions. Customers will be responsible for both, the original delivery and the return shipping charges. Please follow the instructions to have your item returned back to us for a refund.
Call us back with the tracking number of the returning merchandise.
Product/merchandise must be insured for the possibility of damage/getting lost.
Easy Returns
Please call (818) 962-0774 and explain the situation and get your RMA number on any item. If you send your return before contacting us without a RMA number, the return will be refused.
Put the packing list and your RMA number inside of your package with the item(s) to return. Make sure to include all parts and data sent with the package.
Tape box securely and mark with appropriate shipping address.
We can provide shipping documents (BOL), labels, and instructions. Customers will be responsible for both, the original delivery and the return shipping charges. Please follow the instructions to have your item returned back to us for a refund.
Saunas and Plunges
For all sauna and plunges, we offer a 30-day money back guarantee. Customers will be responsible for the shipping costs to and from our facility. No refunds after 30 days. You will be charged for ALL delivery and shipping charges. Buyer will be responsible for all shipping charges to and from our facility. We offer an exchange of a new unit if deemed unrepairable or defective by our service team to the point replacement is needed (within 30 days). After 30 days, we offer warranty service.
Cancellation of Order
You can cancel your order within 24 hours of placing your order. If you cancel before the product is shipped, you will only be charged a 3.89% credit card transaction fee because that is what the credit card company charges us. If you cancel after the 24 hour period, then your product has already been shipped and you will be charged the cost of the outbound and returned shipping costs, regardless of what promotion was offered when you purchased the product.
Custom products are non-refundable due to the involvement of 3D designers and various professionals from the design phase to engineering and blueprint creation. We have to hire a team of people to design each custom product which takes hundreds of hours. Because each custom product requires significant time and resources, there are no refunds for custom products after 24 hours from the time the order is placed because we have already contracted a team of professionals to start working on the blueprint of your product.
Damages and issues
Please inspect your order carefully before accepting delivery from the carrier. If you notice any damage to the item, do not accept the delivery. Instead, refuse the delivery and contact us immediately. This allows us to address the issue promptly by coordinating with the carrier and arranging for a replacement product to be sent to you.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on final sale items, custom orders or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Support@MedicalSaunas.com.
