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 terms for a given product are shown on that product's page and in your order confirmation, and those terms control. This policy describes the general process and the brand-specific rules we have in writing.

Return window

Where a return is possible at all, it must be requested within 30 days of delivery unless the product page states otherwise. Some brands do not accept returns. See the brand sections below.

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, and complete with all components, hardware and documentation. Assembled, installed or used products cannot be returned by any of our manufacturers.

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Brand-specific return terms

These come from each manufacturer's own policy document. Where they are stricter than the general process above, they govern.

Golden Designs, Dynamic Saunas and Dynamic Cold Therapy

Orders can be cancelled within 24 hours of purchase. Returns must be processed within 30 days of delivery and need an RMA.

• Unopened, original packaging. You pay the original outbound freight plus a return inbound charge of 120% of the outbound amount.
• Opened or assembled but never used. The same freight charges plus a 20% restocking fee.
• Used. No return accepted.

Golden Designs also charges for changes after dispatch: a change of address is $85 within the same freight terminal or $150 and up to a different one, redelivery is $95 for a second attempt and $150 for a third, and storage is $125 per day after the third day at the destination terminal. Refunds are issued within 5 business days of the product reaching their warehouse and passing inspection.

Leisurecraft, the Canadian Timber collection

Leisurecraft does not accept returns. That is their written policy, not our choice, and it applies to every Canadian Timber product regardless of condition. These are built to order in Ontario.

If something is missing from the crate or damaged in transit, tell us within 48 hours of delivery with photographs, and keep the crate and packaging. Leisurecraft send replacement parts or wood at no cost to you, and we handle the claim with them. Their own policy sets no deadline, so we apply the same 48 hours we apply to every brand, because that is the window that keeps the carrier claim alive. Leisurecraft have sole discretion over which components they replace.

Because there is no way back out of a Canadian Timber order, we will not let you place one without going through the size, the heater, the electrical and how the crate comes off the truck with you first. Call (424) 235-1861 or email hello@radiantsaunahq.com before you order, not after.

Wizzisaunas

Wizzisaunas accept returns within 30 days of delivery when the sauna is unused, unassembled and complete in its original packaging. Every return needs their approval before it ships back. A change-of-mind return carries a 15% restocking fee plus the return freight and insurance. Assembled or used units do not qualify.

Shipping damage, defects, missing parts and wrong items are handled separately and carry no restocking fee. Tell us within 48 hours of delivery with photographs and keep the packaging. Wizzisaunas will send parts, repair or replace.

Orivon Wellness

Orivon has not given us a written return policy. We are not going to invent one here. What we can tell you is that any Orivon return needs the manufacturer's authorization, and that a used unit cannot be returned.

So before we take payment on an Orivon product we will confirm the return terms for that specific order in writing. If we cannot get them, we will tell you that too and you can decide.

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Return shipping

For non-defective returns the customer is responsible for return freight, which on a palletized sauna is substantial and is charged by the manufacturer at the rates above. If your order shipped with free or included delivery, our actual outbound freight cost is also deducted from the refund. Return freight must be arranged through the carrier specified in your RMA.

Non-returnable items

• Every Leisurecraft and Canadian Timber product
• 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. On Golden Designs and Dynamic products that window is 24 hours from purchase. After production begins, cancellation may be refused or carry a fee depending on the manufacturer. After shipment it is 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 separately from a return and carries no restocking fee.

Photograph the damage before the driver leaves, write it on the delivery receipt, and tell us the same day. If you find damage after the driver has gone, report it in writing within 48 hours of delivery with photographs of the damage and the packaging, and keep all packaging until the claim closes.

48 hours is our manufacturers' requirement, not a figure we chose, and Golden Designs will not accept a hidden damage claim after it. Our shipping policy sets out the inspection steps in full. Following them is what protects your claim, and a clean signature on a damaged crate is very hard to unwind afterwards.

Once you tell us, we coordinate the claim with the manufacturer and carrier and stay on it until it is resolved.

Refunds

Approved refunds go back to the original payment method once the manufacturer confirms receipt and inspection of the returned product. Expect 5 to 7 business days for the refund to be issued after that confirmation, and one more billing cycle for it to appear on a credit card statement.

Warranty

Warranty claims are separate from returns. Every product carries the manufacturer's warranty, registered to you and claimed with them directly, so the cover follows the person using the sauna. Terms are on each product page. Tell us and we will help you open the claim.

Questions

Call (424) 235-1861 or email hello@radiantsaunahq.com. We reply within one business day.