Due to the size and specialized packaging of sauna products, the following return and cancellation policies apply. Returns and refunds are separate from warranty claims, which are handled in accordance with the Heavenly Heat Saunas Limited Warranty.
Heavenly Heat Saunas offers a 30-day in-home trial period from the date of delivery, allowing customers to evaluate their sauna.
If you are not satisfied within this 30-day period, you may request a return, subject to the following conditions:
Customers are responsible for return freight shipping costs, which typically range from $750–$1,500 unless otherwise required by law.
Returns are subject to inspection upon receipt.
Refunds may be reduced or denied if the product is damaged, incomplete, or not properly repackaged.
Saunas that are excessively used, damaged, modified, or not maintained in reasonable condition during the trial period may not be eligible for return.
Client is responsible for any fees associated with the disconnection of a traditional heater
Returns can take 1-4 weeks for completion, depending on sauna location and freight carrier schedule
Customers must retain or obtain the pallet and original packaging
Disassembly service is not included for return pickup regardless of whether assembly service was purchased and performed for sauna setup
Additional fees may be invoiced or deducted from refunded amount for delivery-related requests such as rescheduling, special handling, or changes made before or after pickup
For example, redelivery or change fees applying if:
A pickup is missed on the scheduled day, or
Changes are made within a certain window (e.g., less than 48 hours’ notice)
Returns under the 30-day trial are separate from warranty claims.
If a product issue is determined to be a manufacturing defect, it will be handled in accordance with the Limited Warranty and may be resolved through repair or replacement rather than return.
Orders may be canceled prior to shipment by contacting Heavenly Heat Saunas customer support.
If an order is canceled before shipment, Heavenly Heat Saunas reserves the right to deduct applicable:
Once an order has been prepared for shipment or has shipped, cancellation may no longer be possible.
Upon delivery, clients must inspect the boxes for any visible damage to the sauna before signing.
If visible shipping damage is confirmed to the sauna:
Failure to report shipping damage within this timeframe may limit the company’s ability to file a claim with the freight carrier.
Shipping damage is not considered a manufacturing defect and is not covered under warranty. It must be reported within 48 hours and handled through the freight carrier claims process.
It is not uncommon for the outer packaging to show signs of wear after transit. Minor damage to the cardboard cartons may occur during shipping and does not necessarily indicate damage to the sauna itself.
Additional fees may be invoiced for delivery-related requests such as rescheduling, redelivery, special handling, or changes made after shipment. These costs are the responsibility of the customer.
If a product is believed to contain a manufacturing defect, customers must follow the Warranty Claim Process. Defective products are not automatically eligible for return and will be evaluated for repair or replacement in accordance with the Limited Warranty.
Most issues can be resolved through:
without requiring the return of the entire sauna.
If a product is determined to be defective and a return or replacement is approved, remedies are limited to repair, replacement, or refund of the product only.
Heavenly Heat Saunas is not responsible for, and will not reimburse, any additional costs incurred by the customer, including but not limited to:
All such costs are the sole responsibility of the customer.
The following items are generally not eligible for return:
If a refund is approved, refunds will typically be issued to the original method of payment. Processing times may vary depending on payment providers and financial institutions.
Heavenly Heat Saunas reserves the right to inspect returned products before issuing a refund.
Orders may be held at our warehouse prior to shipping for up to 30 days at no charge. After 30 days, a $100 monthly holding fee applies.
Orders not claimed within 6 months will be canceled and refunded minus all accrued holding fees, a $395 restocking fee, and a $200 processing fee.
Once a unit has shipped and arrived at the local freight terminal, the customer must respond within 3 days of the carrier's first contact attempt to schedule delivery. The carrier and Heavenly Heat Saunas will each make two (2) contact attempts via phone and email. If the customer cannot be reached after all four (4) attempts, the unit will be rerouted and a $1,495 fee will apply.
All outstanding fees must be paid within 30 days or the order will be canceled and refunded minus $1,495. Approved refunds are processed within 8–10 business days.
If accrued fees exceed the original purchase price, the customer remains responsible for the outstanding balance.
If terminal arrival is delayed due to carrier error, the 3-day response window begins upon confirmed arrival and any storage fees incurred during the delay are the carrier's responsibility.
Heavenly Heat Saunas is not responsible for failed delivery attempts resulting from inaccurate or outdated contact information. Customers are responsible for ensuring their contact information is current and that someone is available to receive delivery.
