Refund policy
Radiant Sauna HQ is an authorized online dealer. Products ship directly from the manufacturer, and return terms are set by each manufacturer and vary by brand. The specific terms for any product are shown on that product's page and in your order confirmation. Those terms control. This policy describes our general process.
Return window
Returns must be requested within 30 days of delivery unless the product page states otherwise. Requests outside the applicable window cannot be accepted.
Return authorization is required
Do not ship anything back without an RMA. Contact us at hello@radiantsaunahq.com to request a Return Merchandise Authorization. Returns sent without a written RMA number will be refused and no refund will be issued.
Condition requirements
To be eligible, the product must be:
- Unused, uninstalled, and unassembled
- In its original packaging, including all pallets, crating, and protective material
- Complete with all components, hardware, and documentation
Assembled, installed, modified, or used products cannot be returned.
Restocking fee
Returns that are not the result of damage or defect are subject to a restocking fee of 20–30% of the purchase price, set by the manufacturer. The applicable fee is shown on the product page and confirmed in your RMA.
Return shipping
For non-defective returns, the customer is responsible for return freight, which on a palletized sauna is substantial. If your order shipped with free or included delivery, our actual outbound freight cost will also be deducted from the refund.
Return freight must be arranged through the carrier specified in your RMA. Returns shipped by another method may be refused.
Non-returnable items
- Custom, made-to-order, and made-to-measure units
- Products that have been assembled, installed, or used
- Items marked final sale
- Replacement parts and accessories once opened
Cancelling an order
- Before production or shipment: cancel for a full refund at no cost.
- After production begins: cancellation may be refused or subject to a fee, depending on the manufacturer.
- After shipment: treated as a return under the terms above, including freight both ways and any restocking fee.
Contact us immediately at hello@radiantsaunahq.com — the sooner you reach us, the more likely a cancellation is possible at no cost.
Damaged or defective on arrival
This is handled differently from a return and is not subject to a restocking fee. See our Shipping Policy for the inspection requirements — following them is what protects your claim.
Refunds
Approved refunds are issued to the original payment method once the manufacturer confirms receipt and inspection of the returned product. Expect 7 business days for the refund to be issued after that confirmation, and one additional billing cycle for it to appear on a credit card statement.
Warranty
Warranty claims are separate from returns. All products carry the manufacturer's warranty; terms are on each product page. Contact us and we will help you open a warranty claim.
Questions
hello@radiantsaunahq.com — we respond within 1 business day.