Refund policy
30-Day Return Window
You have 30 days from the delivery date to request a return. To be eligible, your sauna must be unused, in its original packaging, and accompanied by photos of the packaging label and product code.
How Returns Work
Because our saunas ship via freight due to their size and weight, returns aren't handled by mailing the item back yourself. Instead, contact us at contact@vellsaunas.com to start a return — our team will coordinate freight pickup and walk you through the next steps.
Exceptions / Non-Returnable Items
- Units damaged after delivery due to misuse, accident, or improper assembly
- Glass components broken after delivery (unrelated to shipping damage)
- Custom or made-to-order items
Damages and Issues
Please inspect your order upon delivery. If it arrives damaged or you receive the wrong item, contact us within 48 hours at support@vellsaunas.com with photos — we'll arrange a replacement or refund at no cost to you.
Refunds
Once your return is received and inspected, refunds are issued to your original payment method within 5–10 business days.
Questions? Reach us anytime at contact@vellsaunas.com.