Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a refund, replacement, or exchange.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or other proof of purchase.
To start a return, contact us at support@northwoodsauna.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
The standard address for returns (must be confirmed by Customer Support after receiving your proof of purchase) is: Northwood Sauna, 7860 Paramount Blvd, Pico Rivera, CA 90660, United States
Phone Support: +1 (562) 222-5202
Email Support: support@northwoodsauna.com
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, replacement, or exchange.
In the event of a refund, all payments received will be returned to you without delay, however, no later than within 5 business days from the day we receive your return package. The refund will be processed using the same method of payment used in the original transaction unless you request and agree to a different solution. In any case, you will not incur any fees in connection with the refund.
Customer Complaint - Defective Product
If the goods purchased from us are defective, you have the right to make a claim.
For defective items, you may request a replacement at no additional cost.
You can report a complaint within one year of noticing the defect, but the time to submit a complaint cannot end before the expiry of the item's warranty period.
Your complaint will be considered (responded to) within 5 business days from the date we receive your complaint notification.
Please do not send your purchase back to us before emailing your complaint notification to support@northwoodsauna.com
If your claim is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first reporting a complaint will not be accepted.
The standard address for returns (must be confirmed by Customer Support after receiving your proof of purchase) is: Northwood Sauna, 7860 Paramount Blvd, Pico Rivera, CA 90660, United States
Email Support: support@northwoodsauna.com
Phone Support: +1 (562) 222-5202
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (you must contact us within 30 days of receiving your item, and it must be in the same condition that you received it), and once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or other proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@northwoodsauna.com.
