Return and Shopping Policy
Urban Sauna prides itself on having one of the best return policies in the industry. Cancel any time before your order has shipped, completely free of charge (exceptions apply, including custom-made orders). If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns or exchange processes.
Not all orders are available for return once they have shipped. We order products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.
Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
Seller reserves the right to refuse to refund any deposit or payment, or cancel any payment due, and any owing until such time as Seller a) is in receipt of the goods b) has inspected the goods and c) in the Sellers discretion, has found the goods to be free of damage. All refunds will be provided within 5 business days once the product has been returned to the warehouse and inspected for damage.
Returns & Refunds
Aroma Oils & Menthol Crystals: To ensure the quality and safety of these items, aroma oils and menthol crystals are NOT returnable under any circumstances.
Sauna Rooms & Wood: Pre-cut, Pre-fabricated, Modular, Two-piece, Infrared, Pre-built, Custom Cut and Designer Sauna Rooms, along with any type of wood, are cut to order and consequently are NOT returnable items.
Sauna Heaters: Please note that sauna heaters are not returnable. If there is an issue with your sauna heater when it arrives, please contact us immediately for assistance. We're here to help resolve any issues.
Steam Diffusers: Steam Diffusers may not fit your steam head, are aesthetically unattractive, will noticeably wear, crack and fade with normal use and are a consumable component. Due to the specific use and nature of steam diffusers, they are NOT returnable items.
Steam and Sauna Doors: Steam shower doors and sauna doors are custom made items constructed for specific and individual applications. Due to their uniqueness, steam and sauna doors are not returnable items.
Commercial Sauna Heaters & Steam Boilers: Commercial equipment and accessories on this site are not returnable. Commercial products are not stock items, rather they are made for your project's own uniqueness.
Parts: To ensure the quality, safety and performance of all parts, we cannot accept returns on parts.
Missing accessories: The value of missing items will be deducted from the credit amount of a return. For even exchanges, we will exchange what is returned (e.g., box for box, manual for manual, etc.) In some cases, missing accessories or components may render the product useless and, consequently, may not be returnable.
Promotional packages: Returns for promotional package items will only be accepted if all components of the promotional package are returned. Individual package components may be exchanged if defective.
Shipping errors: For any Product received that is not the Product ordered, we will exchange the item at no additional cost upon verification. Proof of purchase (e.g. order confirmation, packing slip or record of purchase in our system) is required for all returns.
Return Shipping Charges: Urban Sauna is not responsible for shipping charges for returns.
Mail returns: You may return any merchandise purchased online provided that the return meets the guidelines described above.
Pricing Disclaimer
While we make every effort to provide the most accurate, up-to-date information, occasionally, items on our website may be incorrectly priced. Where a product is listed at an incorrect price due to typographical, photographic, or technical error, Urban Sauna shall have the right to refuse or cancel any orders placed for product listed at the incorrect price.
Prices on our website are subject to change without notice. Prices may also change due to cost increases of imported products or updates to the Minimum Advertised Price (MAP) set by suppliers and manufacturers.
Requesting A Return Authorization
Merchandise purchased online which qualifies for return may be shipped to our authorized return center. Before returning anything to us, you first must fill out a Return Authorization (RA) Request form - Click Here to fill it out now. All returns are handled by email or facsimile. Any returns sent to us without a pre-approved RA may be refused without notice, automatically returned, and a handling fee assessed. A product RA is valid for 30 days from its original order shipping date.
Important: Urban Sauna must receive a qualified product return within 30 days of its original order shipping date. Sales are final 30 days from shipping date.
Unapproved Returns: Any returns mailed to us without a pre-approved RA may be refused without notice, automatically returned and a handling fee assessed. A product RA is valid for 30 days from its original order shipping date.
Returns & Refund: Customers are responsible for all shipping and insurance charges for returns, unless otherwise indicated. If you choose not to insure your package, you will be responsible for any loss or damage. Upon our acceptance of the merchandise in like new condition and in conformity with our returns policy, the purchase price, less associated fees, will be credited to your credit card. For purchases made with a certified check or money order, a mail refund check will be issued. In either case, please allow 14 days (not including delivery time for mail refunds) from when we accept your returned product for the processing of your applicable refund.
Important: Urban Sauna feels strongly about processing refunds quickly, fairly and accurately. Proper product care and attention to return instructions will ensure expedited refund processing.
New Product Manufacturer Warranties
All new Products are sold with the manufacturer's limited warranty. The warranty periods and service vary by manufacturer and Product. The full text of any such warranty is available on its respective Products page or upon request.
Manufacturer Contacts
If you would like to contact the manufacturer of a product you bought or are thinking about buying at Urban Sauna, please email us at customerservice@urbansaunamn.com so that we may have the opportunity to assist you by providing the appropriate department, full name, telephone number and extension of the individual your question should be directed to. From the Shipping Department to the President's office, your question will be effectively directed and addressed. We are here for you!