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Shipping policy

 

Shipping Terms & Conditions

Our goal is to make purchasing our products simple, efficient, and straightforward. Our promise is to ensure your satisfaction. Damage claims during shipping are rare, but they do happen. In the event of shipping damage, we will promptly replace or resolve the issue to your satisfaction. If you need to return an item to us, please note the following cancellation and return policies:

Visible Loss or Damage

Any external signs of loss or damage that occurred during transit are considered visible loss or damage, and should be noted on the delivery receipt and signed by the carrier’s representative (driver).

Concealed Loss or Damage Any damage that occurred during transit and was not visible at the time of delivery is considered concealed loss or damage. Due to improper handling during transport, it is possible for the contents of the boxes to be damaged without the boxes themselves being damaged. In such a case, it is important to contact us immediately for instructions on how to process the claim. If a claim is to be filed, it is vital to keep the packaging in which the damaged goods arrived. You must open all received boxes and inspect the products for concealed damage within five business days of delivery. The driver will most likely not be able to wait while you open the boxes. In this case, please note "Possible concealed damage" on the delivery receipt.

Receiving Your Shipment

When you receive your shipment, the following is important:

  • Your shipment may consist of several individual boxes placed on a single pallet or multiple pallets. Your sauna will be shipped with a scheduled delivery date. The driver will unload your sauna from the truck. Delivery is curbside only.
  • Check the shipment for visible damage to the containers. If the boxes are dented, crushed, scratched, punctured, or cut, it is very important to note this on the bill of lading. If there is a possibility of damage, it may be necessary to open the box and note the actual damage on the bill of lading. It is important to be precise.
  • Dropped boxes may not show obvious signs of external damage. You may wish to open these specific boxes before the driver leaves to ensure the contents have no concealed damage. The driver may refuse to give you time to open specific boxes. In this case, please note "Possible concealed damage" on the delivery receipt. Open the boxes as soon as possible, but no later than 5 days after delivery, to inspect them for damage.

Refusal of Freight and Freight Charges

If the shipment is damaged and unusable, it may be necessary to refuse all or part of the delivery. Please call our service department at +49 040 40110120, option "2", before refusing any shipment. Please note that additional carrier fees, such as re-delivery, are the responsibility of the customer unless otherwise specified in your order. A delivery notification is standard for all orders. If you request additional services that are billed to us, all such charges will be charged back to your credit card. If the carrier is unable to deliver the freight due to difficulties contacting you or scheduling delivery dates, the carrier may charge storage fees. In such cases, all storage fees must be borne by the customer and will be charged to your credit card.

Cancellation and Return Policy If an order is canceled prior to shipment, the payment will be refunded in full. Please note that we consider your product "shipped" once a bill of lading and a tracking number have been generated for a carrier. Once products are considered shipped, cancellations will be treated as returns as described below.

A Return Merchandise Authorization (RMA) from our customer service department is required for all returns. Please call +49 040 40110120, option "2", to obtain an RMA. No returns will be accepted or credits issued without an RMA. To receive a credit or replacement unit, we must first have the opportunity to receive and fully inspect your return.

According to our 30-day risk-free return policy, returns are accepted within 30 business days of receiving the product. Return shipping costs are the responsibility of the customer. All returned items must be sent back in "new" or "like-new" condition, in the undamaged original manufacturer's packaging, and with all original product manuals. After the product is received, inspected, and verified to be in like-new condition, the purchase price of the product will be fully refunded, minus the return shipping costs.

If you refuse an item delivered by a freight carrier for any reason other than damaged goods or a shipping error on our part, the item will be treated as a return and the fees described in section 3 will apply.

Most products come with a manufacturer's warranty, which can be found in/on the packaging or within the documentation. We offer no warranty beyond the manufacturer's warranty.

Custom orders, private label items, or non-standard sauna models are non-refundable.