Sauna Return Policy Overview & FAQs

Return Eligibility

To qualify for a return, the product must:

1. Be requested within 30 days of delivery
2. Be unused
3. Be unassembled
4. Remain in its original, unopened crate and/or packaging

For health, safety, and quality assurance reasons, we cannot accept returns on:

• Uncrated products
• Assembled units
• Used units

If a request is made more than 24 hours after purchase, it is considered a return and subject to the fees outlined below, even if the item has not yet been delivered.

Return Fees

Approved returns are subject to:

• A 25% restocking fee based on the original purchase price
• Round-trip freight costs — quoted at the time of your return request, as freight depends on your model and destination

Shipping costs include both outbound and return freight and are the responsibility of the customer.

How the Return Process Works

1. Contact our support team within 30 days of delivery.
2. We will confirm eligibility and review applicable fees.
3. If approved, we will provide return instructions.

For saunas located at your home, we may request photos of the unopened crate to verify packaging integrity before coordinating freight pickup.

Refunds are processed once the item is confirmed in transit back to our warehouse. The refund amount will reflect the original purchase price minus any applicable restocking fees and shipping costs.

Frequently Asked Questions

• I realized this sauna does not meet my needs. Can I return it?
  • Saunas may be returned within 30 days of delivery if they are unused, unassembled, and remain in their original unopened crate and packaging. Units that have been uncrated, assembled, or used are not eligible for return due to health and safety standards. If you are unsure whether your unit qualifies, our support team can review the details with you.
• Why is my order considered a return if it has not shipped yet?
  • Orders may be canceled within 24 hours of purchase. After 24 hours, the order enters fulfillment and inventory allocation. At that point, it is considered a return request, even if the item has not yet shipped or been delivered. All return terms, including restocking and freight fees, apply once the 24-hour window has passed.
• Why do I have to pay for round-trip shipping if my order included free shipping?
  • Free shipping refers to the outbound freight cost covered by Vista Saunas at the time of delivery. If a return is requested, the original outbound freight and the return freight are both the responsibility of the customer. Large wellness products require specialized freight carriers, which is why these costs are significant. Approved returns are subject to round-trip freight costs and a 25% restocking fee.
• Can I refuse delivery to avoid return fees?
  • Refusing delivery does not cancel the order. Once the 24-hour cancellation window has passed, the order is considered a return. Applicable restocking and freight fees will still apply.
• How will I know if my return is approved?
  • Our team will review the timing of your request, the delivery status, and the condition of the product. If your return is eligible, you will receive written confirmation outlining next steps and applicable fees before any shipment is scheduled.
• When will I receive my refund?
  • Refunds are processed once the item is confirmed in transit back to our warehouse. The refund amount will reflect the original purchase price minus the 25% restocking fee and applicable outbound and return shipping costs.
• What if my sauna’s not working properly?
  • If your unit has been opened or assembled and something is not functioning as expected, it may be covered under warranty. Our support team is happy to help troubleshoot and coordinate service if needed.