Refund policy

We process return requests withinĀ 30 days after you receive your item. Return requests are reviewed on a case-by-case basis.

The conditions below apply to most items. The red light therapy panel and sauna doors have their own terms further down.

To be eligible for a return, your request must relate to one of the following situations:

  • the item arrives damaged upon delivery

  • we have shipped the wrong item

  • the shipment is lost in transit and cannot be re-shipped

Youā€™ll also need theĀ receipt or proof of purchase.

To start a return request, you can contact us at support@saunom.com.

If your request is accepted, weā€™ll provide instructions on how and where to send your package. In applicable cases, we may also provide a return shipping label. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@saunom.com.

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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.

To help us resolve this quickly, please include:

  • your order number

  • clear photos of the item

  • photos of the outer packaging and shipping label (if available)

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Red light therapy panel (EW300 Pro)

30-day returns for any reason. You can return the EW300 Pro within 30 days of delivery for any reason, including if it is not right for you. Email support@saunom.com with your order number to start the return. The panel has to come back complete (panel, stand, remote, eyewear, power cord and screws) and undamaged. Return shipping is paid by you, unless the panel arrived damaged or faulty or we sent the wrong item; then we send you a prepaid return label. Once we receive and inspect the return, we refund your original payment method.

2-year limited warranty. If the panel has a defect in materials or workmanship within two years of delivery, we repair or replace it. The warranty does not cover damage from drops or impacts, misuse, use in a sauna, steam room or other hot or wet room, or opening or modifying the panel. To make a claim, email support@saunom.com with your order number and photos or a short video of the issue.

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Sauna doors

Sauna doors ship by freight and have their own terms.

Not returnable. A sauna door cannot be returned because it does not fit your opening or because you changed your mind. Each door arrives pre-hung and is not cut to fit on site. Measure your rough opening against the dimensions on the product page before you order.

Damage in delivery. Inspect the crate, the glass and the frame when the door arrives, before you sign for it. If you see damage, write it on the delivery receipt before signing and take photos. Then email support@saunom.com with your order number within 5 business days of delivery, and we will replace the door or refund you. We cannot accept damage claims made later than 5 business days after delivery.

1-year limited warranty. The warranty covers defects in the hinges, handle, roller catch, gasket and frame. If one of these fails within one year of delivery, we send a replacement part or replace the door. Glass broken by impact or during installation is not covered. To make a claim, email support@saunom.com with your order number and photos.

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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.

Sauna doors are not returnable, except for damage in delivery as described under Sauna doors above.

Unfortunately, we cannot accept returns on sale items or gift cards. This does not apply to the red light therapy panel, which can be returned within 30 days for any reason as described above.

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Refunds

We will notify you once weā€™ve received and inspected your return (if applicable), and let you know if the refund was approved or not. If approved, youā€™ll be automatically refunded on your original payment method within 10 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 weā€™ve approved your request, please contact us at support@saunom.com.