1. About the return and exchange time limit

Our return period is 30 natural days, which means you have 30 natural days to apply for a return from the day you receive the goods.

2. Specific instructions for product returns and exchanges

A. Return requirements for eligible products:

1. The returned product must be in a new, unworn, undamaged state, and come with the original brand packaging box and all accessories (the transparent packaging tape on the outer packaging box of the product has been torn off and is also considered unsealed). You also need to provide the order number, please understand!

2. Returns and refunds require 5-10 clear product photos or videos. Requirements: Every place containing the product. We will use these judgments to check whether the product is damaged.

3. If you need to return the entire order, please be sure to return all the products in the order (including free gifts and packaging gift boxes).

4. The returned and exchanged products cannot be modified. The products can be modified, but we are not responsible for any expenses and after-sales problems caused by the modification.

5. If there is a problem with the heater, we will send you a new one for free. Or we will refund $200. We do not accept additional compensation.

B. Return Policy Details

Please inspect your order upon receipt. If the product is defective, damaged, or you received the wrong product, please contact us within 24 hours so that we can evaluate the problem and correct it. If the product is found to be defective or missing accessories, please contact us within 24 hours and we will replace or reissue it for free. If it exceeds 24 hours, the product damage is deemed to be caused by you and we will charge you 20% of the purchase price. For other reasons, such as: you no longer want it, or you accidentally bought the wrong product. You can cancel the order within 24 hours after confirming the order. If the order has been shipped, you need to return the product after receiving it, and you will be responsible for the round-trip shipping fee and charge 20% of the purchase price of the product.

If you notify us that you need to cancel the order within 48 hours after purchase, we will charge $500.

Note: We do not accept returned goods without a prior return request or before the return request is approved. Otherwise, the loss shall be borne by you.

C. The following items cannot be returned or exchanged:

Special promotion products, customized products, and any other products that are not supported by returns and exchanges as stated on the product page.

Free gifts cannot be returned or.

D. About return and exchange shipping fee:

1. If you find that the product has quality problems after receiving the goods, we will accept the return of this product after providing the relevant package. And we will bear the shipping cost when sending.

2. If you find that the product is wrong after receiving the goods, please contact us to provide your order number. After verifying that the goods are wrong, you can choose to return or exchange them, and we will bear the shipping cost of the return and exchange.

3. If the return is caused by non-quality problems and the buyer's own reasons, the buyer shall bear the postage for returning the goods and the shipping cost for re-sending.

3. How to return or exchange goods?

Return or exchange application: Please contact our customer service email info@eastwestsauna.com to apply for return or exchange. We estimate that it will take 1 to 3 working days to process the application. After the application is approved, please send the goods you need to return along with the product list and return them to the address in the return or exchange confirmation email. If you use an uncheckable express delivery method to return goods, the company will not be responsible for the loss, damage, or misdelivery of the goods. Please understand.

4. Return and exchange process:

Contact customer service email to register for return and exchange → provide pictures of returned goods → customer service confirms return and exchange application → sends back returned goods → return confirmation → process refund or exchange

5. About refunds

Once we receive and inspect your return, it may take 1-3 calendar days. After confirmation, we will refund your original payment method. The specific time you receive the refund is determined by the payment company you use, which generally takes 7-14 business days.

If you have any questions, please contact the service support

email:info@eastwestsauna.com

All our saunas are made to order with careful craftsmanship. Please allow 35–60 business days for production and delivery as we ensure every detail meets our quality standards.