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Return and Cancellation Policy

30-Day Return Policy Upon Ordering

  • 30-day return policy available after purchase
  • A restocking fee of up to 20% apply (Suppliers Policy)
  • Always contact customer service before returning an item
  • Shipping for Inbound and Outbound MUST BE provided by the customer and is not refundable
  • Canceling or Returning an item is subject to a 5% Shopify and Admin Fee.
  • If your order is cancelled prior to your package being shipped by our warehouse you might be eligible to be issued a FULL REFUND
  • If your order is cancelled after your order is shipped it will be handled as a RETURN

*If a customer purchases multiple units and receives a discount, then decides to return one product, please be aware that the discount will not be refunded. The customer will be required to pay the full price of the other item(s) purchased.

DAMAGED ON ARRIVAL

  • If the product arrives damaged, customers should contact us immediately and provide images or details of the damage or issue with the item for a refund. Failure to submit pictures or an explanation will result in no refund being issued.
  • Once we determine the damages, we can either ship the parts that are broken or we can accept the return and waive the 20% Restocking Fees
  • All visible damages on the packaging must be noted on the Bill of Lading from the freight before signing Received.
  • The customer is liable to pack the product for return. The order should be packaged the same way it came to make sure it is protected during shipping. The carrier won't be able to pick it up if it's not packaged properly.

Our policy lasts to 30 days. If 30 days have gone by since you purchased the product, we can’t offer you a refund or exchange. We will refund the original purchase price minus all shipping costs to and from your location, as well as a restocking fee up to 20% of the original purchase price, depending on the manufacturer. You will be responsible for return shipping to us.

For a return to be processed, the item must be in resalable condition with all original manuals, warranty cards, and accessories intact. Please note that refunds are not applicable for Gift Cards.

If your order is cancelled prior to your package being shipped by our warehouse you might be eligible to be issued a FULL refund. If your order is cancelled after your order is shipped it will be handled as a return.

 

Premium Water Sauna Cover Warranty and Return Policy

Custom-Made Sauna Covers:
1. All sauna covers are meticulously crafted based on dimensions provided by the customer.
Approval Process:
2. Upon receiving your dimensions, we will promptly create a product mock-up for your approval.
3. It is the customer's responsibility to thoroughly check and verify all dimensions before granting approval.
4. Once approved, the production of the cover will commence, and no changes can be made thereafter.
Returns and Replacements:
5. In the event that you receive the cover and it does not fit, but the dimensions match the approved specifications, it is not eligible for return. Customers must purchase a new cover.
Warranty for Damaged Products:
6. In the event of product damage (e.g., leaks, tears), kindly provide images and videos showcasing the damage. We offer a 1-year warranty, and upon review, if deemed eligible, necessary coverage and replacements will be facilitated.
Policy Enforcement:
7. This policy is effective regardless of the circumstances and is designed to ensure the accuracy of dimensions and customer satisfaction.
Thank you for choosing our Premium Water Sauna Cover. For further assistance, please contact our customer service team.

UPGRADED HEATERS

Please note the following disclaimer regarding the use of UPGRADED HEATERS:

The standard heater provided with the sauna has undergone careful testing for general use, capable of reaching temperatures of 170-180°F suitable for mass usage. Upgraded heaters such as Huum and Saunum models are specifically designed to reach higher temperatures, ranging from 190°F to 220°F. It is at the sole discretion of the customer to opt for higher temperatures.
Customers are reminded that Upgraded Heater's temperature regulation is essential and must be continuously monitored using the heater's UKU control. Leaving the heater unattended at high temperatures can result in wood discoloration and damage to the digital controls inside the sauna. In such cases, any resulting issues will not be covered under warranty, and CalmSpas assumes no liability for any damages incurred.

WARRANTY

All products are covered by a 30 day warranty period, unless stated differently on the product page. Most products are covered by much longer warranties, depending on the manufacturer. 

 

HOW TO RETURN

  • Send an email to Contact@CalmSpas.com with your original order number, products(s) to be returned, reason for the return and your name.
  • RA (Return Authorization) number will be sent to you via email with directions on returning your order. Unauthorized returns will not be accepted.
  • You may choose your preferred shipping method for returning product(s) directly to the distribution center address we provide.
  • Please purchase insurance when shipping the item back in case. Calm Spas is NOT liable for lost or damaged returned items.
  • Email your return tracking number to Contact@CalmSpas.com so we can track the return and save this information for your own reference as proof of pickup. Once the item is received and inspected at the manufacturer’s warehouse, we will issue credit. An email confirmation will be sent once your refund has been processed.

Although we offer free shipping, please remember that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the actual cost of return shipping will be deducted from your refund. This also applies for items, that are marked with "free shipping". You will be provided with a copy of the shipping invoice as a proof for the deducted shipping cost. Please use a track-able shipping service for all returns.

Other than a return or exchange due to an error on our part, we cannot refund shipping and handling charges. Credits will be issued to the credit card used for the original purchase.

If you have not received a refund yet, first check your bank account again, contact your credit card company and contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Contact@CalmSpas.com.

IMPORTANT:  CalmSpas is dedicated to providing high quality images and measurements to assist you in choosing your products. But, image quality may vary depending on your monitor color settings. At times, measurements are rounded off, and occasionally vary slightly from the description. You may contact us via email or phone for precise colors and dimensions of our products.

 

NEED TO EXCHANGE A PART/  ITEM?

We only replace items if they are defective or damaged. If you need to exchange anything, send us an email at Contact@CalmSpas.com.

 

NEVER REFUSE A DELIVERY

All deliveries refused by customers will be subject to the same terms and conditions of our return policy. We want the best buying experience for our customers and we ask that you please accept the package and contact our customer service center so we may address any concerns that you may have. 

 

DAMAGED ITEMS

Please check the packaging of your item(s) prior to signing for delivery. If you notice any damage or missing parts, notify us immediately. We will make an effort to help you obtain the necessary replacements ASAP without extra cost.

In case of damaged packages or missing boxes:

  • Write “Package Damaged” when you sign for delivery on the delivery bill (also known as a bill of lading). Please take photographs and send them via email to Contact@CalmSpas.com. This helps ensure a quick and easy exchange process.
  • For items that look significantly damaged, you may refuse delivery and write “Refused Damage” on the paperwork. This will be returned to us and we will send you a new one. Notify us at once for refused deliveries so we can anticipate the return shipment.
  • For accepted items with damage or missing parts, do not discard the packaging. Contact us ASAP with photos and we will ship the replacement parts zero charge.
  • Most carriers only let us file freight claims within 48 hours of delivery, so do not delay. If we cannot replace parts, we will have the carrier pick up the item and send a replacement. Again, all returned products should be in the original packaging.

CalmSpas and its manufacturers/suppliers reserve the right to first fix your product with a replacement part. Most transit damage can be fixed with a simple replacement part.

If you decide you do not want parts or a replacement unit, the product can be returned under our Return Policy. If we made an error and it cannot be remedied, we will arrange the return of the item to us.