Free Shipping on most orders over $200 - Call +1 931-525-3504 for details.

Free Shipping on most orders over $200 - Call our sauna experts today: +1 931-525-3504

Returns and Other T&C

Terms & Conditions

Welcome to The Sauna Place. We appreciate your business and strive to provide exceptional quality and customer service.

All purchases, quotes, orders, and website uses are subject to these Terms and Conditions. The Sauna Place reserves the right to update these policies at any time without prior notice; the version posted at the time of purchase governs that transaction. All orders are subject to acceptance and product availability. The Sauna Place reserves the right to refuse or cancel orders due to pricing errors, product unavailability, suspected fraud, or site access restrictions beyond our control.

Returns and Restocking Fees

30-Day Return Window: Most standard, stock items may be returned within 30 days of receipt for a refund, exchange, or in-house credit (minus outbound and return shipping/handling expenses).

Return Condition & Eligibility: To qualify for a return, the merchandise must be in brand-new, uninstalled condition, in its original packaging, and include all original manuals and hardware. Returns are accepted only from orders shipped within the United States and Canada.

Return Shipping Responsibility: Return shipping costs are the sole responsibility of the customer for all voluntary returns, exchanges, or cancellations. The Sauna Place covers return shipping fees only in cases where an item arrives damaged, defective, or was shipped in error by The Sauna Place (as verified under an approved RMA claim).

Return Authorization Required: No returns, refunds, or exchanges will be accepted without a Return Merchandise Authorization (RMA) number. To request an RMA number, email customer service at customerservice@saunaplace.com with your order number, item description, and reason for return. Once issued, ship return items to:

The Sauna Place
984 Humble Drive Unit B
Cookeville, TN 38501
Attn: Returns / RMA # ________

Restocking Fees & Deductions: Approved returns are subject to a minimum 15% restocking fee at the sole discretion of The Sauna Place. Additional deductions will apply if returned goods are in depreciated condition, damaged, missing components, or require re-crating, repackaging, cleaning, or extra inspection labor. Outbound shipping charges incurred by The Sauna Place are strictly non-refundable.

Non-Returnable Items: The following items are strictly non-returnable and non-refundable:

  • Electrical components that have been installed, wired, energized, or mounted (heaters, controls, IR panels, steam generators, contactors, relays, sensors, transformers).
  • Custom items (Cedro Saunas, custom pre-cut kits, modular rooms, custom-milled lumber, custom benching, custom glass, custom doors, special-order components).
  • Used or opened items, including buckets, ladles, backrests, headrests, aromatherapy oils, towels, and sauna stones.

Cancellation Policy

Stock Orders: Standard in-stock parcel orders may be canceled prior to shipment without penalty. Once an order has shipped, it cannot be canceled and must follow standard return procedures.

Custom and Made-to-Order Products: Orders for pre-cut sauna kits, Cedro saunas, pre-built rooms, steam generators, custom glass, and custom lumber can only be canceled within 24 hours of order placement, provided production, milling, or raw material procurement has not begun. Once fabrication or procurement begins, custom orders cannot be canceled, modified, or refunded.

Shipping Delays: Fabrication lead times and carrier delivery dates are estimates only. The Sauna Place is not liable for transit delays caused by freight carriers, back-logged manufacturers, weather, or supply chain bottlenecks.

Freight Delivery, Access, and Refusals

Delivery Scope: Commercial freight delivery is provided via standard LTL carriers and is strictly Curbside / Dock Delivery only. Curbside delivery is defined as bringing the trailer to the public curb, dock, or edge of a driveway immediately accessible from a public road. Deliveries are typically made by a single driver operating a 28-foot to 53-foot semi-trailer.

Offloading & Liftgates: Drivers are not required to assist with offloading or moving freight into structures. An adult must be present at delivery. Sauna packages are designed to be broken down on the truck bed and offloaded box-by-box by hand. Liftgate service is not included unless explicitly purchased prior to shipment. If you request a liftgate from the carrier driver on-site without prior purchase, you agree to pay all additional carrier liftgate charges.

Site Access Restrictions: Drivers will not pull into steep driveways, unpaved roads, narrow lanes, low-hanging tree canopies, or gated properties. Freight charges are calculated strictly by zip code; therefore, it is the buyer’s sole responsibility to inform The Sauna Place of physical delivery hurdles prior to shipping. If a carrier cannot safely reach your curb, you agree to receive the freight at an agreed-upon offsite location or pick it up at the local carrier terminal.

Additional Delivery Services: Any additional services requested at the time of delivery, including inside delivery, call-before-delivery or 24-hour notice/appointment service, and changes of delivery address, are the responsibility of the consignee and may result in additional charges.

Freight Surcharges: Certain products shipping by freight carrier may incur additional surcharges in specific geographic areas. The Sauna Place reserves the right to cancel any order where a required geographic surcharge is not paid. Contact us to have these charges quoted for your area.

In-Transit Refusals: Refusing a shipment due to delivery access delays, job-site difficulty, or offloading issues is strictly prohibited. Orders in transit cannot be canceled or refunded due to delivery logistics. Unapproved freight refusals will be treated as a breach of contract subject to a 25% restocking fee plus all round-trip outbound and return freight costs.

Parcel Carrier Refusals: If any item is refused for delivery by UPS, USPS, FedEx, or RPS for reasons other than damage or a shipping error by The Sauna Place, the order will be subject to a 15% restocking fee plus all applicable shipping charges.

Critical Notice: Inspecting Freight and Reporting Damage

To ensure cargo insurance coverage, the buyer must follow strict inspection protocols upon delivery:

Count Every Piece: Count individual boxes upon offloading. Do NOT simply sign for "1 skid." Sign the carrier's Delivery Receipt for the exact individual box count received.

Note Packaging Damage On-Site: Inspect all packaging. If you spot crushed boxes, punctures, torn shrink wrap, or open cartons, write the specific damage on the driver's Delivery Receipt / Bill of Lading (BOL) BEFORE the driver departs. Any visible loss or damage must be noted on the Bill of Lading and signed by the carrier's agent (driver).

STRICT 24-HOUR CONCEALED DAMAGE DEADLINE: Any concealed damage or missing/incorrect parts MUST be reported to The Sauna Place in writing at sales@saunaplace.com within twenty-four (24) hours of delivery.

Parcel Claims (UPS / FedEx / USPS): Damage on parcel shipments must be reported in writing within 24 hours of delivery.

Claim Documentation: Claims must include photos of the packaging, photos of the damage, the delivery receipt, and a description of the issue.

Damaged Shipment Refusal & Return Authorization: If a shipment is visibly damaged and unusable, call The Sauna Place before refusing any part or all of the shipment. Do not attempt to return a damaged shipment to The Sauna Place without prior authorization.

Mandatory Packaging Retention: You MUST retain all original cardboard boxes, inner padding, and pallets until the claim is finalized. Discarding packaging prior to carrier inspection results in immediate claim denial.

Claim Forfeiture: Signing a Delivery Receipt without noting damage or missing pieces, or failing to report damage with photos within the required reporting window, legally forfeits the freight claim and releases The Sauna Place from replacement liability.

Damaged Item Return & Replacement Dispatch Policy

To protect against loss and maintain inventory control on high-value equipment (including heaters, controls, steam generators, and specialized components), The Sauna Place requires returned items to be received and inspected prior to taking further action.

Prepaid Return Labels: When a damaged, defective, or merchant-error item claim is approved within the required reporting window, The Sauna Place will provide the customer with a prepaid return shipping label at no cost to the buyer. For voluntary returns, shipping costs remain the customer's responsibility.

Carrier Return Requirement: Return items must be sent back using the provided shipping label or designated carrier service.

Replacement Release Trigger: Replacement equipment or corrective items are processed and dispatched once the returned item has been received and inspected at our facility. The Sauna Place will not dispatch replacement equipment prior to receipt and inspection unless a replacement unit is purchased separately by the customer.

Installed Electrical Product Policy

For safety, regulatory, and quality control reasons, electrical products that have been wired, energized, mounted, or placed into service cannot be returned for refund, exchange, or credit unless a manufacturing defect is verified through our formal warranty process.

Products showing evidence of installation, wiring, terminal compression, tool marks, wire stripping, environmental exposure, or energization will be rejected for return and returned at customer expense.

Custom Products Policy

Fitment & Site Verification: The Sauna Place does not warrant final fitment resulting from inaccurate customer measurements, improper framing, improper ventilation, vapor barrier mistakes, site conditions outside our control, or customer/contractor installation errors. Customer approval of plans, drawings, or specifications constitutes acceptance of the final design, and the customer bears responsibility for site verification.

Warranties and Limitation of Liability

Product Warranties: Products are warranted to the original purchaser to be free from defects in materials and workmanship under normal residential use for one (1) year from purchase date, unless a different manufacturer warranty applies. All warranty repairs or replacements must be authorized by The Sauna Place. Unauthorized third-party repair attempts void all warranty coverage.

Warranty Exclusions: Warranties exclude shipping fees, removal labor, electrician fees, and installation costs. Coverage does not apply to damage caused by improper wiring, voltage surges, improper installation, lack of maintenance, commercial use (unless approved), or normal wear items (heating elements, relays, contactors, light bulbs, seals, gaskets, sauna stones). Natural wood characteristics (knots, grain variations, resin seepage, seasonal checking, expansion, contraction) are inherent to cedar/lumber and are not warrantable defects.

Warranty Claim Process: Warranty claims require review and approval by the original manufacturer. Claims may require troubleshooting, photos, video, serial numbers, diagnostic testing, proof of installation, or return inspection. Warranty eligibility and available remedies are determined in accordance with the manufacturer’s warranty terms and approval. Remedy may include repair, replacement, store credit, refund, or an alternative remedy. Replacement parts may be new, refurbished, or equivalent.

Limitation of Liability: To the fullest extent permitted by law, liability shall never exceed the actual purchase price paid for the product. The Sauna Place shall not be liable for labor costs, electrician charges, project delays, lost profits, property damage, or indirect/consequential damages resulting from product use, delivery delays, or failure. The Sauna Place makes no warranties beyond those expressly stated herein, and any implied warranties are limited to the duration of the written warranties. The limitation also includes installation, removal, and reinstallation costs.

Good-Faith Resolution and Governing Law

Good-Faith Resolution: Buyer agrees to contact The Sauna Place directly in writing at sales@saunaplace.com to attempt resolution of any delivery, damage, or product issue prior to initiating a payment dispute or chargeback with their credit card issuer or bank. The Sauna Place will respond and work in good faith to resolve any reported issue within ten (10) business days.

Legal Cost Recovery & Enforcement: In the event of an unauthorized payment chargeback or breach of these terms, the Buyer agrees to reimburse The Sauna Place for all administrative expenses, collection fees, legal fees, and court costs incurred in collecting funds or defending against the dispute.

Governing Law: All transactions and disputes arising from purchases with The Sauna Place shall be governed exclusively by the laws of the State of Tennessee. Venue for any legal action shall reside exclusively in the state or federal courts located in Putnam County, Tennessee.

Pricing, Promotions, and Free Shipping

Pricing Disclaimer: All prices are subject to change without notice. If a product is mispriced because of a typographical, photographic, technical, or supplier-pricing error, The Sauna Place may refuse or cancel the order. If the correct price is lower, we will charge the lower price and ship the item; if the correct price is higher, we may cancel the order, notify you immediately, refund you in full, and provide an opportunity to purchase at the correct price. The Sauna Place may also cancel an order if the purchased item is unavailable.

Free Shipping Promotion: Free standard shipping applies to eligible online orders over $200 shipped within the contiguous Lower 48 United States. Alaska, Hawaii, Puerto Rico, U.S. territories, and APO addresses are excluded. The $200 minimum is calculated after all other discounts are applied, and shipping/handling fees do not count toward the minimum. If a return or cancellation drops the net purchase total below $200, standard shipping charges will be deducted from any applicable credit. The Sauna Place reserves the right to select the best carrier method for free shipping orders.

Privacy, SMS, and Retargeting Policies

Privacy Commitment: Your privacy is important to us. We do not sell or rent your personal information to third parties. We may occasionally send newsletters or promotional offers to past customers. To opt out of communications, email customerservice@saunaplace.com or mail your request to: The Sauna Place, 1505 Gould Drive, Cookeville, TN 38506.

Ad Cookies: We use advertising cookies to present targeted retargeting ads on third-party websites based on prior visits to www.saunaplace.com. These cookies do not store personally identifiable information such as names or addresses.

SMS Consent: By providing your phone number, you consent to receive transactional and follow-up text messages from The Sauna Place (including delivery updates or review requests). Consent is not a condition of purchase. Message/data rates may apply. Reply STOP at any time to cancel.