This article summarizes our Order Change, Cancellation, and Return terms in plain language. Our full Refund Policy is the governing document — if anything here conflicts with it, the Refund Policy controls.
Plans shift. Please review your order details before completing your purchase, and reach out as early as possible if you need to make a change.
How to Reach Us
All change, cancellation, and return requests must be submitted with your full name and order number:
Email: info@sunhomesaunas.com
Phone: 833-652-7170
We will follow up as soon as we receive your request.
Order Changes
Order changes may be requested during our normal business hours. Whether we can accommodate the change depends on where your order is in fulfillment — once an item has entered fulfillment, changes cannot be guaranteed. Contact us as early as possible for the best chance of updating your shipping address, payment method, or product selection.
Order Cancellations
A 3% cancellation fee applies per product to every cancellation, regardless of product type or timing. The cancellation window — and whether additional fees apply — depends on the product.
Worked example: on a $10,000 sauna the 3% fee is $300; on a $2,000 red light blanket it is $60.
Pre-Order Products
A pre-order is placed when a product is temporarily out of stock. Items you may hear referred to as "backordered" are handled under these same pre-order terms.
Pre-orders may be canceled any time prior to your communicated ship date, subject to the 3% per-product cancellation fee.
-
After your communicated ship date, your order has entered fulfillment. The following additional fees apply per product canceled:
A 25% restocking fee
Roundtrip shipping costs, depending on the shipment's status at the time of your request
If your order was placed under a free-shipping promotion, the actual roundtrip freight cost is deducted from your refund
In-Stock Products
In-stock products may be canceled within 24 hours of purchase, subject to the 3% per-product cancellation fee.
-
After 24 hours, your order has entered fulfillment. The following additional fees apply per product canceled:
A 25% restocking fee
Roundtrip shipping costs, depending on shipment status
If your order was placed under a free-shipping promotion, the actual roundtrip freight cost is deducted from your refund
Some in-stock products ship quickly, so submit any cancellation request as soon as possible. Once an order has entered fulfillment, it also becomes subject to our Return Policy.
Receiving Your Delivery
Inspect your shipment carefully before the driver leaves:
Note any visible damage to boxes or packaging directly on the delivery receipt and have the driver sign it.
If you suspect damage even when the outer packaging looks intact, open the relevant boxes before the driver departs and document anything you find.
If you discover concealed damage after the driver has left, contact us as soon as possible at info@sunhomesaunas.com with photos and a description.
Refused Shipments
If a shipment delivered by a commercial shipping company is refused for any reason other than damage or shipping error, it will be treated as a return and will follow our standard Return Policy, including applicable restocking and freight fees.
Return Policy Summary
Once an order has moved past its cancellation window, our Return Policy applies.
Saunas and Cold Plunges (Including Accessories)
Returnable within 30 days of delivery, and only if the product is unused and in its original, unopened packaging.
A 25% restocking fee plus outbound and inbound shipping costs apply — even if your order was placed during a free-shipping promotion.
Refunds are issued within 21 days of receipt of the returned item, less applicable fees.
Not returnable under any circumstances: uncrated, assembled, or used saunas and cold plunges; custom orders; made-to-order traditional saunas; private label; non-standard models.
Red Light Therapy, Sauna Blankets, and Sauna Masks
Returnable within 30 days of delivery, in original packaging and like-new condition.
Items showing signs of use or damage are not eligible.
Defective products or verified manufacturing defects are handled under our warranty — replacement or refund per warranty terms.
Refunds are issued within 21 days of receipt of the returned item.
Nonreturnable accessories: Premium Bamboo Inserts, Cleaning Sprays.
Free Gift with Purchase (GWP)
GWPs are non-refundable and provided as a courtesy with qualifying purchases.
If the qualifying item is returned, the value of the GWP is deducted from your refund unless the GWP is also returned unused and in original condition.
If the GWP is not returned, or is returned used or damaged, the full retail value of the gift is deducted from your refund.
Frequently Asked Questions
Can I cancel my order after placing it?
Yes, within the applicable window:
In-stock products: within 24 hours of purchase
Pre-order (and backordered) products: any time prior to your communicated ship date
A 3% per-product cancellation fee applies in all cases
Once fulfillment begins — 24 hours for in-stock, the communicated ship date for pre-orders — cancellations trigger an additional 25% restocking fee and roundtrip shipping, and the order becomes subject to the Return Policy.
Why is there a cancellation fee?
When you place an order, payment processing, inventory allocation, and fulfillment coordination begin immediately. The 3% per-product fee offsets those operational costs. After fulfillment begins, additional handling — restocking product and covering freight already in motion — is why the 25% restocking fee and shipping costs are added on top.
Why is my in-stock order treated as a return if it has not shipped yet?
After 24 hours, in-stock orders are released into fulfillment. Even if you have not received tracking, inventory has been allocated and freight coordination may already be underway. Requests made after the 24-hour window therefore follow the Return Policy and are subject to restocking and freight terms.
What happens if I refuse delivery?
Refusing delivery does not cancel the order. If the shipment is refused for any reason other than damage or shipping error, it will be treated as a return and subject to the applicable restocking and freight fees.
Can cancellation, restocking, or shipping fees be waived?
These fees are standard policy and apply to all post-purchase cancellations and returns. Exceptions are rare and reviewed on a case-by-case basis.
What if my product arrives damaged?
Note any visible damage on the delivery receipt before the driver leaves. For concealed damage discovered after the driver departs, email info@sunhomesaunas.com with photos and a description as soon as possible. Verified damage or manufacturing defects are handled under our warranty.
Are custom or made-to-order saunas returnable?
No. Custom orders, made-to-order traditional saunas, private label, and non-standard models are non-refundable.