Updated : November 16th, 2025
Thank you for choosing Zen Saunas! We are dedicated to providing you with high-quality products and outstanding service.
If you're not completely satisfied with your purchase, we're here to help. Please review our policies below for refunds,
returns, and order cancellations.
Order Processing & Cancellation Policies
Order Processing
- Orders are processed within 1–2 business days and shipped based on product availability.
- If a product is not available for immediate shipment, we will notify you with an updated timeline.
Order Cancellations
- Orders can be canceled within 24 hours of placement without penalty, provided the item has not shipped.
- If the order has already shipped, cancellation is not possible and the return policy will apply.
Refused Deliveries
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If an item is refused upon delivery for reasons other than damage or an error on our part,
the order will be subject to a 20% restocking fee, and both outbound and return costs will be deducted
from the total refund pool.
Returns
We accept returns for eligible products under the following conditions:
Return Window
- Returns must be initiated within 30 days of receiving your product.
Condition
- Products must be returned in their original, unused, and resellable condition, along with the original packaging.
Return Process
- Email us at info@zensaunas.com within 30 days of delivery to request a Return Merchandise Authorization (RMA) number.
- Securely package the item in its original packaging and include your RMA number.
- Follow the instructions provided by our support team for coordinating the return shipping process.
Important Notes:
- Customers are responsible for return shipping costs unless the return is due to damage or an error on our part.
- We recommend using a reputable carrier with tracking and insurance for your return.
- Returns without prior authorization will be denied.
Refunds
Once we receive your returned item and verify it is in unused and resellable condition, we will process your refund as follows:
- Refund Amount: Your purchase price will be refunded, minus any applicable restocking/reboxing fees and original shipping costs. If your order included free shipping, the actual shipping cost we covered will still be deducted from your refund.
- Refund Timing: Refunds will be issued to your original payment method and may take 3–7 business days to reflect in your account.
Restocking Fees
- A 15% to 25% restocking fee applies to most items depending on the brand.
- The restocking fee covers costs such as initial shipping, payment processing fees, and repackaging.
- Re-boxing fees may apply to all items.
Brand-Specific Return Policies
- Dundalk Leisurecraft: Products from Dundalk Leisurecraft are not eligible for returns.
- Sunray Saunas: Return any item within 30 days of shipment if uninstalled and in original condition. A 15% restocking fee applies, plus original and return shipping costs.
- Heatwave: A 30-day window for returns from the date of purchase or delivery, requiring items to be unused, in original packaging, and with all accessories, but expect significant deductions: customers usually pay for return shipping and face a 25% restocking fee, plus original shipping costs are often non-refundable.
Exceptions
Damaged or Defective Products
- If your product is damaged during shipping, we will replace it free of charge. Please contact us promptly to report damages.
- For warranty issues, we will assist in resolving the problem or obtaining a replacement through the manufacturer.
Non-Returnable Items
- Custom products or items manufactured to your specifications.
- Clearance or sale items.
- Replacement parts.
- Sauna wood products.
- Products that have been used, altered, or damaged and cannot be resold.
Inspection and Refund Processing
- Upon receiving your return, our team will inspect the product within 5–7 business days.
- If the product passes inspection, your refund will be processed within 3–7 business days.
Questions
If you have any questions or need assistance, please contact us:
We appreciate your business and are committed to providing excellent service.
