Returns & Refund Policy

Thermopia stands behind every product we sell. If you are not fully satisfied with your purchase, we are here to help — please review our returns policy below carefully before initiating a return.

How to Return

We accept returns on eligible items within 30 days of the confirmed delivery date, subject to the conditions below.

To initiate a return:

1. Email support@thermopia.com with your order number and the reason for your return.
2. Our team will assess your request and, if approved, issue you a Return Merchandise Authorisation (RMA) number.
3. Returns sent without a valid RMA number will not be accepted and may be refused upon arrival.
4. Once your RMA is issued, pack the item securely in its original, undamaged packaging.
5. The item must be unused and in its original condition. Items that have been assembled, installed, or used will not be accepted for return.

Return shipping costs are the responsibility of the customer. For large freight items, we recommend obtaining a quote from a freight carrier before initiating your return. Thermopia does not arrange or pay for return shipping.

Restocking Fees

All approved returns are subject to a 15% restocking fee, deducted from your refund. This fee covers inspection, repackaging, and handling costs associated with returning the unit to inventory.

Refunds are processed to the original payment method within 5–10 business days of the returned item being received and inspected by our team.

Non-Returnable Items

The following items are not eligible for return under any circumstances:

• Electrical components (heating elements, control panels, wiring accessories)
• Installed or assembled units — any sauna that has been fully or partially assembled or connected to a power supply
• Custom or special-order items
• Accessories, including but not limited to ladles, buckets, towels, essential oils, and sauna stones

If you are unsure whether your item qualifies for return before purchasing, please contact us at support@thermopia.com.

Freight Refusals

If you refuse delivery of a freight shipment without a valid reason — such as damage that was not noted on the delivery receipt — a 25% restocking fee will be applied to your refund in addition to any applicable return shipping costs. Please only refuse a delivery if the unit is visibly and significantly damaged.

If you need to refuse a delivery for a legitimate reason, contact us at support@thermopia.com before or immediately after refusal so we can assist.

Cancellations

Orders may be cancelled within 24 hours of placement for a full refund, provided the order has not yet been submitted to our supplier. To cancel, email support@thermopia.com as soon as possible with your order number and the subject line "Cancellation Request."

Cancellation requests received after 24 hours cannot be guaranteed. If your order has already been processed or dispatched, it will be subject to the standard return policy, including restocking fees and return shipping costs.

Damage Claims

If your sauna arrives damaged, please refer to the damage claims procedure outlined in our Shipping Policy. In summary: inspect your delivery carefully before signing, note any damage on the delivery receipt, and report it to us within 3 days of delivery. Damage not noted at the time of delivery or reported after 3 days may not be eligible for a claim or refund.

Warranties

All Thermopia saunas are sold with a manufacturer's warranty covering defects in materials and workmanship. Warranty terms vary by product and manufacturer — specific warranty information is detailed on each product listing page.

Warranty claims are handled in coordination with the manufacturer and are separate from our standard returns process. To initiate a warranty claim, email support@thermopia.com with your order number, a description of the defect, and supporting photographs.

Warranties do not cover damage resulting from improper installation, misuse, neglect, or failure to follow the manufacturer's care and maintenance instructions.