Refund policy

Returns and refunds policy

SaunaMoose products ship directly from the brand or supplier that makes or stocks them. Because of that, returns, exchanges and warranty coverage follow the terms of the brand or supplier for each product. Where a product page lists return or warranty terms, those terms apply to that product.

Contact us before you return anything

Please contact us before sending anything back. Include your order number, the item you want to return and the reason. We will confirm whether the item can be returned under that brand or supplier's terms and send you the correct return instructions and address.

Items sent back without contacting us first may not be accepted, because returns go to the brand or supplier, not to us.

Damaged, defective or incorrect items

If your order arrives damaged, defective or different from what you ordered, contact us as soon as possible after delivery. Please include:

  • Your order number
  • Photos of the item and the packaging, including any shipping labels
  • A short description of the problem

For freight deliveries, please also note any visible damage on the delivery receipt before you sign. Keep all packaging until the issue is resolved. We will work with the brand or supplier on a replacement, repair or refund, according to their terms.

Warranty

Warranty coverage comes from the brand or supplier of each product, and terms differ between products. Check the product page or the documentation included with your product. If you need help with a warranty claim, contact us and we will help you reach the right party.

Refunds

Once the brand or supplier confirms that a return has been received and approved, we issue the refund to your original payment method. Your bank or card issuer may take additional time to post the refund to your account.

Cancellations

If you want to cancel an order, contact us as soon as possible. Orders that have not yet shipped can often be cancelled. Once an order has shipped, the return terms for that product apply.

Questions

For any return, refund or warranty question, contact us.