Refund policy

Last Updated: April 20th, 2026

This Return and Refund Policy is an integral part of the Terms of Service governing your use of the website located at https://thesaunaheater.com (the "Site") and your purchase of products from Architecture Mates, LLC, doing business as The Sauna Heater ("The Sauna Heater," "we," "us," or "our"). Please review this policy carefully, as it contains important conditions, deadlines, and fees associated with returns and cancellations.

1. ORDER CANCELLATIONS

1.1 Pre-Shipment Cancellations

(a) Within 4 Days: Orders placed within four (4) days of placement and not yet shipped may be canceled without penalty.

(b) After 4 Days: Cancellations requested more than four (4) days after order placement, but before the item has shipped, are subject to a 3% cancellation fee to cover non-refundable payment processing costs.

1.2 Post-Shipment Cancellations

Cancellations are not permitted once an item has shipped. If you no longer want an item that has already shipped, you must receive the item and process it as a return in accordance with Section 2 below.

1.3 Refused Deliveries

If an item is refused upon delivery for any reason other than documented shipping damage (noted on the Bill of Lading) or a shipping error on our part, the order will be processed as a standard return. You will be responsible for all return shipping costs and a 20% restocking fee.

2. RETURNS

2.1 Eligibility Requirements

We accept returns for eligible products under the following conditions:

(a) Return Window: You must initiate your return request within thirty (30) days of the delivery date. We are unable to accept returns beyond 30 days, even if the item is unused or unopened.

(b) Condition: Items must be entirely unused, uninstalled, and in their original, unopened packaging (including all internal packaging, manuals, hardware, and accessories).

(c) Photo Confirmation: Before we issue a Return Merchandise Authorization (RMA), you must provide clear photographs demonstrating that the item is unused, uninstalled, and in its original packaging.

2.2 Non-Returnable / Final Sale Items

Due to the nature of our products, the following items are strictly non-returnable and non-refundable:

(a) Items marked as "Final Sale" on the product page or order confirmation.

(b) Custom products (including custom saunas, custom sauna kits, or any kit requiring your signed approval prior to production).

(c) Steam generators.

(d) Sauna doors (including prehung glass sauna doors).

(e) Sauna wood and lumber.

(f) Replacement parts, including heating elements, sensors, cables, wires, control panels, and similar electrical components.

(g) Aroma oils and fragrances.

(h) Products that have been installed, connected to a power source, or otherwise used.

3. RETURN PROCESS (RMA REQUIRED)

Do not ship any item back to us without prior written authorization and an RMA number. Unauthorized returns will be refused by our receiving department and returned to you at your expense.

(a) Request Authorization: Email support@thesaunaheater.com within 30 days of delivery to request an RMA number. Include your order number, the reason for the return, and the required photo confirmation of the item's condition.

(b) Receive RMA and Instructions: If your return is approved, we will provide you with an RMA number and specific return shipping instructions, including the correct return address. The RMA number must be clearly marked on the outside of the return package.

(c) Pack and Ship: Pack the item securely in its original packaging. You are solely responsible for arranging and paying for return shipping. We strongly recommend using a reputable carrier with tracking and purchasing shipping insurance for the full value of the item. We are not responsible for items lost, stolen, or damaged in transit back to us.

(d) Provide Tracking: You must email the return tracking number to support@thesaunaheater.com within 24 hours of handing the package to the carrier. Returns without tracking information will not be processed until the item is received and confirmed.

4. REFUNDS AND RESTOCKING FEES

(a) Inspection: Once we receive your returned item, allow up to ten (10) business days for our team to inspect the product and process the return. Items that arrive damaged, used, or not in original packaging will not be eligible for a refund.

(b) Restocking Fee: All eligible returns are subject to a 20% restocking fee, which will be deducted from your refund amount.

(c) Original Shipping Costs: Shipping fees paid on the original order are strictly non-refundable.

(d) Refund Issuance: Approved refunds, less the restocking fee and original shipping costs, will be issued to your original payment method. Depending on your financial institution, it may take 5 to 10 additional business days for the funds to post to your account.

5. DAMAGED OR DEFECTIVE PRODUCTS

5.1 Shipping Damage

If your product arrives damaged, you must follow the strict inspection and reporting procedures outlined in our Shipping Policy. Failure to note visible damage on the Bill of Lading (BOL) at the time of delivery, or failure to report concealed damage within 24 hours, may result in the denial of your claim. Shipping damage claims are processed through the carrier and are separate from our return policy.

5.2 Manufacturer Defects

For defects covered under a manufacturer's warranty, please refer to our Warranty and Product Disclaimers policy. We will assist you in coordinating troubleshooting and warranty claims with the manufacturer. Warranty claims are governed by the manufacturer's warranty terms, not this Return and Refund Policy.

6. PRICING ERRORS AND UNAUTHORIZED COUPONS

We reserve the right to cancel any order in the event of a pricing error on the Site. If an item's correct price is lower than the stated price, we will adjust the charge to the lower price. If the correct price is higher, we will either cancel the order and notify you, or contact you for instructions before shipping.

Coupon codes are provided at our sole discretion and are subject to specific terms and conditions. We reserve the right to review, deny, or cancel any order where a coupon code has been used improperly, without authorization, or in violation of the specific terms of the promotion. Coupons are not transferable and may not be combined unless expressly stated.

7. CHARGEBACKS AND PAYMENT DISPUTES

You must contact us at support@thesaunaheater.com and complete the return, refund, and dispute resolution procedures in our Terms of Service (Sections 4.5 and 18) and this Policy before filing any chargeback, payment dispute, or reversal with your payment provider. Filing a chargeback without first exhausting these procedures constitutes a material breach of the Terms of Service.

If you file an improper chargeback, The Sauna Heater may, in its sole discretion: (a) suspend or terminate your account and cancel any pending orders; (b) withhold any pending refund, store credit, or warranty remedy; (c) charge the $250.00 Chargeback Fee described in Terms of Service Section 4.5(b); (d) offset any amounts owed against any refund or credit otherwise due to you; and (e) pursue all available legal remedies.

If The Sauna Heater prevails in any action arising from an improper chargeback, you agree to pay all of The Sauna Heater's reasonable attorneys' fees and costs of collection. YOUR TOTAL LIABILITY MAY SUBSTANTIALLY EXCEED THE ORIGINAL PURCHASE PRICE.

8. CONTACT US

For questions regarding returns, cancellations, or refunds, please contact us at:

Architecture Mates, LLC dba The Sauna Heater
Email: support@thesaunaheater.com
Phone: 1-725-777-5484
Business Hours: Monday through Friday, 9:00 AM to 5:00 PM EST