Return & Refund Policy

At Canadian Sauna Sales Ltd, we want customers to have a clear and transparent understanding of how returns, refunds, damaged products, incorrect orders and return requests are handled. This policy explains the applicable return period, eligibility requirements, return authorization process, shipping responsibilities, inspection procedures and refund processing.

Return period: Generally 30 days from delivery

1. Our Approach to Returns & Refunds

Canadian Sauna Sales Ltd understands that circumstances can change after an order has been delivered. Our return and refund process is designed to provide customers with a reasonable and clearly defined procedure for requesting the return of an eligible product.

Because sauna equipment, sauna accessories and related products can vary significantly in size, condition, packaging requirements and installation requirements, return requests are reviewed according to the nature of the product and the reason for the return.

Important: Please contact Canadian Sauna Sales Ltd and obtain return instructions before sending any product back. Customers should not independently ship products to an address unless return arrangements have been confirmed.

2. Standard Return Period

Eligible products may generally be returned within 30 days of delivery, subject to the requirements and conditions contained in this policy.

The return period is intended to provide customers with an opportunity to evaluate an eligible purchase and contact us if a return is necessary. Customers should initiate the return process as soon as possible when they determine that a product needs to be returned.

Do not wait until the final day. Return requests should be submitted promptly so that Canadian Sauna Sales Ltd has sufficient time to review the request and provide the appropriate return instructions.
When does the 30-day period generally begin?

The applicable return period generally begins from the date the product is delivered to the customer. If you believe a product has arrived damaged, defective or incorrect, contact us promptly rather than waiting until the end of the standard return period.

3. Return Eligibility

To be considered for a standard return, products should generally be returned within the applicable return period and remain in a condition that allows them to be evaluated and, where appropriate, resold.

Within the return period The return request should normally be submitted within 30 days of delivery.
Suitable condition Products should generally remain in appropriate condition unless the return concerns damage or a qualifying defect.
Complete order Applicable components, accessories, manuals and other included items should be returned where possible.
Proper handling Products should not have been materially altered, damaged or improperly installed.
Products that may generally qualify for a standard return
  • Products returned within the applicable 30-day return period.
  • Products that remain in suitable condition for inspection.
  • Products returned with applicable accessories and components.
  • Products that have not been materially modified or altered.
  • Products that have not been improperly installed or misused.
  • Products that can be safely packaged and transported for inspection.
Products that may require additional review

Used, refurbished, opened, assembled, customized, special-order or otherwise non-standard products may require additional review before a return can be approved.

The applicable return conditions may depend on the product, its condition, the reason for the return and whether the product can reasonably be returned to inventory.

4. Used, Opened or Installed Products

Products that have been opened, assembled, installed or used may require additional evaluation before a return is approved. This is particularly important for equipment that has been connected, installed or otherwise modified after delivery.

Why does product condition matter?

Product condition can affect the ability to inspect, restock, package and resell an item. It may also affect whether all original components are present and whether the product can be transported safely.

What if the product was opened only to inspect it?

Contact Canadian Sauna Sales Ltd with your order information and explain the circumstances. We can review the condition and provide the appropriate return instructions.

5. Damaged Products Received in Transit

If your order arrives with visible shipping damage, please contact Canadian Sauna Sales Ltd promptly so that the condition can be documented and reviewed.

Photographs of the packaging, shipping label and affected areas of the product may be requested to help us evaluate the issue and determine the appropriate next steps.

Recommended: Keep the original shipping box, protective materials and packaging whenever possible until the shipping or product issue has been reviewed.
What information should I provide for a damaged shipment?
  • Order number or other order information.
  • Description of the visible damage.
  • Photographs of the exterior packaging.
  • Photographs of the affected product area.
  • Photographs of the shipping label when applicable.

6. Incorrect or Wrong Product

If you receive a product that is materially different from the item you ordered, contact Canadian Sauna Sales Ltd promptly before using, installing, modifying or returning the product.

Our team may request order information and photographs so that the product received can be compared with the original order and the appropriate resolution can be determined.

Please contact us first. Do not independently arrange a return shipment for an incorrect item unless return instructions have been provided.

7. Defective or Qualifying Product Issues

If you believe a product is defective or has a qualifying product issue, contact Canadian Sauna Sales Ltd as soon as possible with your order information and a description of the problem.

What may be requested during a product review?
  • Order number and customer information.
  • Product name or model information.
  • Description of the issue.
  • Photographs or videos when relevant.
  • Information concerning installation or use where applicable.
Why may photographs or additional information be required?

Product photographs and supporting information can help determine whether the issue is related to shipping damage, a manufacturing issue, installation, missing components or another circumstance.

8. Return Authorization Process

Customers should contact Canadian Sauna Sales Ltd before returning merchandise. A return request must be reviewed before a return shipment is arranged.

1
Contact us Submit your return request using the contact information provided below.
2
Provide order details Give us the relevant order information so the purchase can be located.
3
Explain the reason Describe why you are requesting a return and provide photographs when relevant.
4
Receive instructions If the return is approved, follow the return instructions provided by Canadian Sauna Sales Ltd.
5
Package the product Use appropriate protective packaging and include applicable components.
6
Ship the return Use the approved return method and retain relevant shipping information.
7
Inspection and processing Once received, the returned product may be inspected before the applicable refund is processed.

9. Return Shipping Responsibilities

Return transportation responsibilities depend on the reason for the return and the circumstances surrounding the order.

Return Circumstance General Shipping Treatment
Customer preference or non-defective return The customer may be responsible for applicable return transportation costs.
Incorrect product attributable to Canadian Sauna Sales Ltd Return arrangements may be addressed as part of the return approval process.
Qualifying product issue Applicable return shipping arrangements may be addressed during the review and authorization process.
Unauthorized return The shipment may not be accepted or may experience processing delays.
Important: Customers should not assume that return shipping costs will automatically be covered. The applicable arrangements will be communicated as part of the return review where appropriate.

10. Packaging Your Return

Customers are responsible for taking reasonable care when preparing an approved return for transportation. Products should be packaged securely to reduce the possibility of additional damage while in transit.

Recommended return packaging practices
  • Use the original packaging whenever it is available and suitable.
  • Protect product surfaces and vulnerable components.
  • Include applicable accessories and components.
  • Secure loose parts so they do not move during transportation.
  • Use appropriate protective materials for the product.
  • Follow any specific packaging instructions provided by us.

11. Return Inspection

Once an approved return reaches Canadian Sauna Sales Ltd, the product may be inspected to confirm its condition, completeness and conformity with the approved return request.

The inspection process helps determine the applicable refund amount and whether any return conditions affect the final refund.

What may be checked during inspection?
  • Overall product condition.
  • Presence of applicable accessories and components.
  • Signs of use, installation, modification or damage.
  • Packaging condition where relevant.
  • Whether the returned product corresponds to the approved return.

12. Refund Processing

Once an approved return has been received and inspected, Canadian Sauna Sales Ltd will process the applicable refund.

Approved refunds are generally issued within up to 5 days after the return has been accepted and processed.

After a refund has been initiated, the time required for the funds to appear in the customer's account may depend on the payment provider, card issuer, bank or other financial institution.

Refund timing: Our refund-processing period and your financial institution's posting time are separate stages. A refund may therefore take additional time to appear after it has been processed by us.

13. Refund Amount

The amount of any approved refund is determined based on the specific return circumstances, the condition of the returned product, applicable shipping charges and other terms communicated during the return authorization process.

Can shipping charges affect the refund?

Applicable shipping charges may be considered when determining the final refund amount. The treatment of shipping costs can depend on the reason for the return and the circumstances of the order.

When is the final refund amount determined?

The applicable refund is determined after the approved return has been received and reviewed according to the circumstances of the return.

14. Unauthorized Returns

Customers should not ship merchandise back to Canadian Sauna Sales Ltd without first contacting us and receiving appropriate return instructions.

Unauthorized returns may not be accepted, may be returned to the sender or may experience delays while the circumstances of the shipment are reviewed.

Please contact us before shipping. This helps ensure that the return is directed through the appropriate process and can be properly matched to the original order.

15. Customer Responsibilities

Customers requesting a return are expected to provide accurate information and cooperate with the return review process.

  • Submit the return request within the applicable timeframe.
  • Provide accurate order information.
  • Clearly explain the reason for the return.
  • Provide photographs or other information when requested.
  • Follow the return instructions provided by Canadian Sauna Sales Ltd.
  • Package approved returns securely.
  • Include applicable components and accessories where required.
  • Retain relevant shipment information until the return is completed.

16. Returns Involving Special or Non-Standard Products

Certain products may require additional consideration because of their configuration, condition, customization, assembly, installation requirements or other non-standard characteristics.

Customers considering a return of a customized, special-order, assembled, refurbished or otherwise non-standard product should contact Canadian Sauna Sales Ltd before arranging shipment.

Why are special products reviewed separately?

Non-standard products may have different packaging, handling, restocking or resale considerations. Additional information may therefore be necessary before a return can be approved.

17. Return Request Checklist

Having the following information available can help make the return review process more efficient:

Order Information Order number and relevant purchase details.
Product Information Product name, model or identifying information where available.
Reason for Return A clear explanation of why the return is being requested.
Photographs Images of the product or packaging when the issue involves damage, defects or an incorrect item.

18. Frequently Asked Questions

How long do I have to request a return?

Eligible products may generally be returned within 30 days of delivery, subject to the conditions in this policy.

Do I need to contact you before returning an item?

Yes. Customers should contact Canadian Sauna Sales Ltd before sending a product back so that the return can be reviewed and appropriate instructions can be provided.

What if my product arrived damaged?

Contact us promptly and provide photographs and order information where possible. Keep the original packaging until the issue has been reviewed.

What if I received the wrong product?

Contact Canadian Sauna Sales Ltd before using, installing or returning the product. We will review the order and provide the appropriate next steps.

When will my refund be processed?

Once an approved return has been received, inspected and accepted, applicable refunds are generally processed within up to 5 days.

How long will it take for the money to appear in my account?

After we process the refund, the time required for the funds to appear may depend on your payment provider, bank or financial institution.

Who pays for return shipping?

For customer-preference or other non-defective returns, the customer may be responsible for applicable return transportation costs. Where the return results from an error attributable to Canadian Sauna Sales Ltd or a qualifying product issue, applicable return shipping arrangements may be addressed during the return approval process.

Can I send a return without authorization?

Customers should not send merchandise back without first contacting Canadian Sauna Sales Ltd. Unauthorized returns may not be accepted or may experience processing delays.

What if I no longer have the original packaging?

Contact us before arranging the return and explain the circumstances. We can provide guidance based on the product and the nature of the return request.

What if the product has already been opened or installed?

Opened, assembled or installed products may require additional review. Contact Canadian Sauna Sales Ltd with your order details before making arrangements to return the product.

19. How to Submit a Return Request

To begin a return request, contact Canadian Sauna Sales Ltd using the contact information below. Please include your order information and a clear description of the reason for your request.

  1. Contact Canadian Sauna Sales Ltd.
  2. Provide your order information.
  3. Identify the product concerned.
  4. Explain the reason for the return.
  5. Provide photographs when relevant.
  6. Wait for return instructions.
  7. Package the product securely if the return is approved.
  8. Ship the product using the approved return method.
  9. Allow time for receipt and inspection.
  10. Receive the applicable refund once the return has been accepted and processed.

20. Policy Transparency

This Return & Refund Policy is intended to explain the general procedures applicable to returns and refunds at Canadian Sauna Sales Ltd. Individual return circumstances may vary depending on the product, condition, reason for return, shipping circumstances and other applicable order details.

Customers are encouraged to contact us before taking action whenever they are uncertain about whether a product qualifies for return or how it should be shipped back.

Our goal: To provide a clear, organized and transparent return process while ensuring that customers receive appropriate instructions for their specific order.

Return & Refund Assistance

If you have questions about a return, refund, damaged shipment, incorrect product or return eligibility, please contact Canadian Sauna Sales Ltd before shipping any merchandise.

Email: sales@canadiansaunasalesltd.com
Phone: +1 905-857-3553
Address: 575 Piercey Rd, Bolton, ON L7E 5B5, Canada

Please include your order information whenever contacting us about a return or refund so that we can identify and review the relevant purchase.