This policy applies to shipped kit and product orders only. Custom sauna builds, installation projects, and commercial work are governed by the terms of their individual contract or proposal, not this policy.

RECEIVING YOUR SHIPMENT

Inspect all boxes before signing the delivery documents. If any box is crushed, dented, punctured, or scratched, note the specific damage and its location on the Bill of Lading before signing, and ask the driver to sign the note as well.

If you suspect damage inside the packaging, you may ask the driver to wait while you open the boxes. If the driver declines, write "possible concealed damage" on the Bill of Lading. Open and inspect your shipment as soon as it arrives — concealed damage claims cannot be accepted after the claim window below.

All deliveries include liftgate service and advance notification. If the carrier is unable to reach you to schedule delivery, any storage fees charged by the carrier will be invoiced to the customer.

If you are considering refusing a shipment due to damage, please call us first at (403) 324-2545.

VISIBLE DAMAGE

If you notice external damage at delivery, note it on the Bill of Lading with the driver's signature and contact us right away. This documentation is what allows us to resolve carrier claims quickly.

CONCEALED DAMAGE

If you discover damage after unpacking that wasn't visible at delivery, contact us immediately. Concealed damage claims must be filed within 5 business days of delivery. Keep all original packaging and damaged items until the claim is resolved.

RETURNS

Our return window is 30 days from delivery. To be eligible for a return:

1. Contact us to obtain a Return Authorization Number. No refund or credit will be issued without one.
2. The item must be unused and in the condition you received it.
3. The item must be in its original packaging.
4. A receipt or proof of purchase is required.

Once your Return Authorization Number is issued, we will provide the return shipping address. Do not ship items back to the manufacturer.

Returned items are subject to a 30% restocking fee. Return shipping costs are the customer's responsibility and are non-refundable. For items valued over $500, we recommend a trackable shipping service or shipping insurance — we cannot guarantee receipt of your returned item.

ORDER CANCELLATIONS (BEFORE SHIPPING)

Orders cancelled before shipping are refunded less a 3% administration fee to cover payment processing costs.

NON-RETURNABLE ITEMS

- Custom builds and custom orders
- Special-order materials and cladding
- Heaters that have been installed or used
- Gift cards
- Clearance and sale items (unless otherwise indicated)

PARTIAL REFUNDS

Partial refunds may be granted for items that are not in original condition, are damaged, or are missing parts for reasons not due to our error, or for items returned outside the 30-day window at our discretion.

REFUND PROCESSING

Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund. Approved refunds are credited to your original payment method. If your refund hasn't appeared after several business days, check with your bank or card provider first, as posting times vary — then contact us if it still hasn't arrived.

EXCHANGES

We replace items only if they are defective or damaged. Contact us to arrange an exchange for the same item.

CONTACT

Inland Luxury Sauna Ltd.
info@inlandsauna.com
(403) 324-2545