Return & Refund Policy

Our Commitment to Your Satisfaction

At Ember House Saunas, we understand that investing in a high-quality sauna is a significant decision for your home and health. We stand behind the craftsmanship of our domestic suppliers and want you to feel completely confident in your purchase. Our returns and exchanges policy is designed to be transparent, fair, and straightforward, ensuring you have peace of mind from the moment you order until long after your first session.

Policy Overview

We believe a premium product deserves premium service. If your sauna isn't the perfect fit for your space or lifestyle, we are here to help you navigate a return or exchange. Our goal is to ensure you end up with a wellness solution you love, while maintaining the high standards of quality our customers expect.

Return Window

To give you ample time to inspect and evaluate your purchase, we offer a 180-day return window from the date of delivery. This extended timeframe is our way of ensuring you never feel rushed in your decision.

Return & Exchange Eligibility

To be eligible for a return, items must be in new and unused condition, housed in their original packaging, and include all original accessories and manuals. Because these are high-ticket items, proper packaging is essential to ensure the product returns to our facility without damage.

Return Shipping Responsibility

  • Customer-Initiated Returns: For "buyer’s remorse" or changes in preference, the customer is responsible for return shipping costs.

  • Our Error or Defects: If we sent the wrong item or the product is defective, Ember House Saunas covers 100% of the return shipping costs.

How to Start a Return or Exchange (RMA Process)

To begin, please email our dedicated support team at support@emberhousesaunas. We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions.

For your convenience, we provide prepaid return shipping labels. If the return is due to buyer's remorse, the cost of this label will be deducted from your final refund.

Damaged or Defective Items

We take great care in shipping, but if your order arrives less than perfect, please notify us immediately so we can make it right.

  • Freight (LTL) Shipments: Please inspect the shipment upon arrival and report any damage within 48 hours of delivery.

  • Small Parcel (UPS/FedEx): Please report any damage within 15 days of delivery.

We will prioritize sending replacement parts or a full unit exchange at no cost to you if damage is reported within these windows.

Cancellations

If you change your mind shortly after ordering, we offer a full refund for any cancellation made before the item has shipped. Once an item has left the warehouse, the standard return policy applies.

Refund Processing Time

Once your return is received and inspected at our facility, we will process your refund within 7 business days. Unlike many other retailers, we do not charge restocking fees. Additionally, we will refund your original shipping costs in full, ensuring you aren't penalized for the initial delivery.

Our Error vs. Customer-Initiated Returns

If we made a mistake—such as shipping the wrong model or a defective unit—we take full responsibility. We will handle all logistics and costs. If you choose to return the item for personal reasons, we simply ask that you cover the logistics of getting it back to us safely.

Exchanges Process

If you would like to exchange your sauna for a different model, the customer is responsible for the return shipping costs of the original unit and the reshipment costs of the new item. We will work closely with you to coordinate the logistics for a smooth transition.

Our Promise to You

Investing in an Ember House sauna is an investment in your well-being. We are committed to a "no-surprises" experience. From our 180-day window to our zero-restocking-fee policy, we are here to ensure your journey toward a healthier lifestyle is supported every step of the way.