Thank you for choosing Heat And Relax! 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.
- After 24 hours, cancellations are subject to a 3% cancellation fee to cover administrative costs.
- Cancellations are not allowed once an item has shipped.
Refused Deliveries
- 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 (35% for certain brands, noted below).
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 support@HeatAndRelax.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 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 20% restocking fee applies to most items. Certain brands (noted below) may have different fees.
- The restocking fee covers costs such as initial shipping, payment processing fees, and repackaging.
Brand-Specific Return Policies
- Golden Designs, Maxxus, Dynamic, Scandia: Products can be returned for any reason within 30 days of receipt. A 20% restocking fee applies.
- Harvia, HUUM, SaunaLife, Finnmark Designs, KOLO: Products can be returned for any reason within 30 days of receipt.
- 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.
- TheraSauna: Products from TheraSauna are not eligible for returns.
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:
- Email: support@HeatAndRelax.com
- Business Hours: Monday–Friday, 9 AM–6 PM PST
We appreciate your business and are committed to providing excellent service.