Return and Policy
At My Sauna HQ we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).
Cancellations (Before Order Ships)
If you decide to cancel your order, we offer a hassle-free cancellation policy within 24 hours of purchase. You will receive a full refund , which will be processed within 5-7 business days. (exceptions apply such as custom orders, see below). If you have questions, please send an email to support@mysaunahq.com or call us at 7178575996
Cancellations of Custom Orders
Custom or made-to-order products such as Dundalk Leisurecraft products cannot be canceled or refunded as these products are put into production specifically for your order.
These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. All sales are final for Custom made and Made-to-order products..
Shipping Timeline
Upon placing your order, you will receive an "Order Acknowledgment" email confirming that we have received your order details and authorized your payment.
Next, we will verify product availability with our suppliers. Once confirmed, your payment will be processed, and we will begin preparing your order for shipment.
When your order is dispatched, you will receive a tracking update via email, enabling you to monitor your shipment effortlessly.
If you do not receive tracking information within five business days of placing your order, please contact us via chat, our contact page, or at support@mysaunahq.com
Please Read the Following
When you are making a purchase from My Sauna HQ, you are acknowledging the following of the return Agreement:
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I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to My Sauna HQ within 24 hours of the product being delivered.
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I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
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I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
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I understand that if my order has left the warehouse, I am unable to receive a full refund.
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I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to [email] and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Returns
My Sauna HQ default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.
All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.
Brand-Specific Return Policies
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Dundalk Leisurecraft: Products from Dundalk Leisurecraft are not eligible for returns.
BOGO Promotions
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact: support@mysaunahq.com
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact support@mysaunahq.com for any questions.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.
