Refund policy

In plain English

You can return an item within 30 days from delivery if it's unopened and unused.

A 25% restocking fee applies to every return, and you pay the return freight.

Email us first. We send the return address and the steps for your order.

Changed your mind? Cancel any time before it ships for a full refund.

If it arrives damaged: don't refuse it, note the damage on the delivery receipt, take photos and tell us within 24 hours of delivery.

The full terms follow. If anything in this summary and the terms below differ, the terms below apply.

Who this policy is from

This policy covers orders placed at Stay Sauna Co., a trading name of ZEN STUDIOS LTD ("we", "us"). Contact: support@staysauna.com.

Cancelling an order

2.1 You can cancel an order by emailing support@staysauna.com at any time before it ships. We refund the full amount you paid to your original payment method.

2.2 Changed your mind? Cancel any time before it ships for a full refund. Once an order has shipped, the returns terms below apply.

2.3 Some remote or rural addresses carry an extra delivery fee from the freight carrier. We quote it to you before we place the order. If you don't want to pay it, you can cancel for a full refund.

Returns

3.1 You can return an item within 30 days from the date it was delivered to you.

3.2 The item must be unopened and unused, in its original packaging, with every part, manual and accessory that came with it.

3.3 A restocking fee of 25% of the item price applies to every return.

3.4 You pay the freight to return the item, and you are responsible for it until it reaches the return address. We can help you arrange return freight, at your cost.

3.5 The freight paid on the original delivery is not refunded, except where the item arrived damaged or we sent the wrong item.

How to return an item

4.1 Email support@staysauna.com with your order number and the item you want to return, within 30 days from delivery.

4.2 We reply with the return address and the steps for your order. Please don't send anything back before you have them.

4.3 Pack the item as it arrived, on its pallet or in its crate where it came on one.

Refunds

5.1 When the returned item arrives and the maker confirms it is unopened, unused and complete, we refund the item price, less the 25% restocking fee, to your original payment method.

5.2 Your bank or card provider sets how long a refund takes to show on your statement after we send it.

5.3 If a returned item arrives opened, used, damaged or incomplete, we tell you what was found and can't refund it in full.

Damage in transit

6.1 Inspect the delivery before the driver leaves. Don't refuse the delivery.

6.2 Note any damage on the delivery receipt before you sign, and take photos of the packaging and the item.

6.3 Send the photos and your order number to support@staysauna.com within 24 hours of delivery. Damage that isn't reported within 24 hours, or isn't noted on the delivery receipt, may not be accepted by the carrier.

6.4 Keep the damaged item and all its packaging for up to 2 months, until the claim is settled.

6.5 We file the freight claim and arrange a replacement part or a replacement item. If neither is available, we refund the damaged item.

Wrong item

If we sent the wrong item, tell us within 24 hours of delivery. We arrange collection and send the right item, with no restocking fee and no freight charge to you.

Warranty claims

Defects that show up after delivery are handled under the manufacturer's warranty, not as a return. We help you make the claim. Each product page links the brand's warranty, and our rental warranty facts page sets out what each one says about commercial use.