Refund policy
Rocky Mountain Saunas Return, Refund and Cancellation Policy
Returns, Refunds & Order Cancellations
Because sauna systems are large, custom-packaged products, the following policies apply to all purchases from Rocky Mountain Saunas. These policies are separate from warranty coverage, which is governed by the Rocky Mountain Saunas Limited Warranty.
30-Day Home Trial
Rocky Mountain Saunas provides customers with a 30-day in-home evaluation period beginning on the date the sauna is delivered.
If you decide the sauna is not the right fit during this period, you may request a return provided the following requirements are met:
- The return request is submitted within 30 days of delivery
- The sauna remains in good condition with no excessive wear or damage
- The unit is fully disassembled and packed back into its original packaging and pallet
- All accessories, components, manuals, and packaging materials are returned
Return freight charges are the responsibility of the customer. A return shipping fee of $1,500 will be charged, unless otherwise required by law.
Return Eligibility & Inspection
All returned products are inspected once received at our facility.
Rocky Mountain Saunas reserves the right to reduce or deny a refund if:
- components or packaging are missing
- the sauna was improperly repackaged resulting in damage
- the sauna shows signs of misuse, modification, or unreasonable wear
Warranty vs. Return Requests
The 30-day trial policy is independent from warranty coverage.
If an issue is determined to be a manufacturer defect, Rocky Mountain Saunas may resolve the matter through replacement parts, repair service, or product replacement under the terms of the Limited Warranty rather than accepting a return.
Order Cancellation Policy
Orders may be canceled before shipment by contacting Rocky Mountain Saunas customer support.
For orders canceled prior to shipment, the company may deduct applicable non-recoverable expenses including:
- payment processing charges (up to 4.5%)
- administrative and handling fees (up to $850)
- any additional non-refundable costs incurred in processing the order
Once an order has entered the shipping process or departed from our warehouse, it can no longer be canceled. At that stage, the order will be treated as a return and must follow the standard return procedure and applicable return policies.
Freight Damage & Delivery Inspection
Customers should carefully inspect all boxes and packaging at the time of delivery before signing for the shipment.
If visible freight damage is discovered:
- Accept the delivery and note the damage on the delivery receipt before signing
- Take photos of the packaging and affected areas
- Email Rocky Mountain Saunas within 48 hours with supporting photos
Failure to notify us within this time frame may affect the ability to submit a freight claim.
Please note:
- Minor wear or cosmetic damage to exterior packaging can occur during transit and does not necessarily mean the sauna itself is damaged
- Shipping-related damage is handled through the freight carrier and is not considered a warranty issue
Additional delivery-related fees may apply for:
- missed appointments
- rescheduled deliveries
- re-delivery requests
- special freight handling
- post-shipment delivery changes
These charges are the responsibility of the customer.
Defective Products
Customers who believe their sauna has a manufacturing defect should initiate a warranty claim through our support team.
Most product concerns can typically be resolved through:
- troubleshooting assistance
- technical support
- replacement components
A defective product does not automatically qualify for return authorization and must be evaluated for repair or replacement through the warranty process.
If Rocky Mountain Saunas determines a full sauna cabin and its components are defective beyond repair, resolution may be limited to replacement, or return and refund of the sauna product itself.
If a full sauna cabin is determined defective, the following requirements need to be met for refund approval:
- The return request is submitted within the applicable warranty period
- The unit is fully disassembled and packed back into its original packaging and pallet
- All accessories, components, manuals, and packaging materials are returned
Rocky Mountain Saunas is not responsible for reimbursement of outside expenses including but not limited to:
- electrical installation or upgrades
- wiring or circuit work
- contractor or technician labor
- service-related expenses of any kind
These costs remain the responsibility of the customer.
Non-Returnable Products
The following items are ineligible for return:
- products considered repairable under warranty
- saunas that have been fully assembled or installed
- used or damaged products
- items returned without original packaging
- products damaged after delivery
- clearance, discounted, or final-sale items unless verified defective
Return and Refund Timing
Customers who believe their sauna contains a manufacturing or workmanship defect should contact our support team to begin the warranty claim process. Rocky Mountain Saunas provides a 10-year Limited Warranty covering qualifying defects in materials, manufacturing, and workmanship.
The 30-day return window applies only to voluntary returns and must be requested within 30 days of delivery. Warranty claims for covered defects may be submitted during the applicable 10-year warranty period and are handled separately from the return process.
Once a return is approved, scheduling pickup of the sauna may take approximately 1–4 weeks depending on freight carrier availability and the customer’s location.
Approved refunds are issued to the original method of payment whenever possible. Refund processing timelines may vary based on the customer’s financial institution or payment provider.
Rocky Mountain Saunas reserves the right to inspect all returned products before a refund is finalized and issued.
Warehouse Hold & Freight Storage Policy
Customers may request their order remain at our warehouse for up to 30 days free of charge before shipment.
After 30 days, storage fees of $100 per month will apply.
Orders left unclaimed for more than 6 months will be canceled and all monies considered forfeited.
Orders cancelled during the hold time frame will be cancelled and refunded less:
- accumulated storage fees
- a $395 restocking charge
- a $200 administrative processing fee
After a shipment arrives at the local freight terminal, customers must coordinate delivery within 3 days of the carrier’s first contact attempt.
Both the freight carrier and Rocky Mountain Saunas will attempt contact twice by phone and/or email. If the customer cannot be reached after all attempts, the shipment may be rerouted and a $1,495 rerouting fee will apply.
Outstanding balances related to rerouting or storage must be paid within 30 days. Failure to do so may result in order cancellation and refund less applicable fees.
If fees exceed the total order amount, the customer remains responsible for the remaining balance owed.
In cases where terminal arrival is delayed by the carrier, the response window begins once the shipment is confirmed available for pickup or scheduling.
Customers are responsible for ensuring all delivery contact information is accurate and current. Rocky Mountain Saunas is not liable for failed deliveries caused by outdated or incorrect contact details.