Returns and Refunds Policy

Damaged shipments:

Please inspect the packaging carefully when you receive the order. More information on this can be found in the product page shipping sections. All carton or crate shortages and visible damage must be noted on the delivery receipt at the time of signature. Please open and inspect the contents of damaged cartons/crates with the driver. Shortage claims and visible damage claims cannot be honored if not noted on the delivery receipt / bill of lading.

Also make sure to count all the pieces of your freight. Even when the shipment arrives on a pallet, there should be a piece count on the bill of lading. Make sure the numbers match.

If there is damage to the contents, you should reject the shipment after documenting the damages on the delivery receipt. You should also call us at 888 554 4332 to report the damage, preferably while the driver is still there. In the case of damaged goods or shortages in undamaged cartons which are not visible at the time of arrival, please document and report to our customer service department within 72 hours after shipment arrival. Claims received after that time will not be honored. Damaged merchandise should be retained in original carton and documented with pictures so that we may process the Return Merchandise Authorization and insurance claim on your behalf.

Cancellations made before the order is shipped (other than custom items)

Please always call in the cancellations to 888 554 4332 so we have maximum chance to cancel the order before it ships. Only send cancellations by email/chat in case you can't reach us by phone. If the order has shipped, all shipping costs will be the responsibility of you (the buyer). If the order can be cancelled before it ships, you will be fully refunded. Refunds will only be issued to the same credit card or bank account used when the order was made.

Cancelling custom made saunas and other custom items

The orders can be cancelled before we place the order at the factory. We will always double-check the orders with you before sending orders to the factory, so you still have a chance to cancel at that point.

Cancellations after the order has shipped (rerouting orders)

Shipping costs are not refundable, and orders cannot be cancelled after shipping. Rerouted shipments will be refunded the original order value minus shipping costs. Please call our customer service department before signing for the shipment.

Returns:

Items must be returned in the original packaging and original factory condition. Items shipped via freight line carrier must be returned in the same manner. Personalized and custom items are not refundable. Before returning any products, please contact us to obtain a Return Merchandise Authorization (RMA) number. Please note that all returns must meet these requirements:

  • Product must be unused and in original factory condition
  • Include all original boxes and packaging material, documentation and accessories
  • Must have RMA (return merchandise authorization) number provided by Divine Saunas.

All returns and refunds are subject to our inspection and approval. Shipping and handling charges are not refundable. Items with free shipping will be refunded 80% of the original order value to cover the shipping costs. Return shipping charges must be covered by the buyer. We reserve the right to refrain from refunds if the return is not properly coordinated by contacting us first, and if these instructions are not followed. Before returning any products, please contact us by phone or email returns@divinesaunas.com.

Warranties:

All warranties are provided by the manufacturer of the product. Please see the product pages for warranty information. We won't replace or exchange defective products under the manufacturer's warranty. Please contact the manufacturer in the number found in the product manual. If you cannot find the manufacturer's number, please contact us.