Refunds & Returns
# Refunds & Returns
At Embroed, we want you to feel confident when purchasing your sauna. Please review the following cancellation, return, and refund terms before placing your order.
## Order Cancellation
Orders may be cancelled without a cancellation fee within 24 hours of purchase, provided production has not started.
After the 24-hour cancellation period, an order may enter production. Because sauna products are large, made-to-order products, cancellations after production has started may be subject to a 10% processing and production fee.
Once an order has been shipped, cancellation is no longer available. If the customer refuses delivery or requests a return after shipment for a non-quality-related reason, the customer may be responsible for applicable return freight costs and a 20% cancellation or restocking fee.
## Returns for Change of Mind
Eligible non-customized products may be returned within 30 calendar days after delivery.
To qualify for a return, the product must:
- Be unused and unassembled
- Be in its original condition
- Not have been modified or damaged
- Include the original packaging and included components
- Be accompanied by the original order number
Customers are responsible for applicable return shipping costs for change-of-mind returns. A 20% restocking or processing fee may also apply.
## Custom and Made-to-Order Products
Custom-made, personalized, or made-to-order sauna products are not eligible for return or cancellation for change-of-mind reasons once production has started.
This does not affect your rights regarding defective, damaged, incorrect, or non-conforming products.
## Damaged, Defective, or Incorrect Products
Please inspect your shipment promptly upon delivery.
If your sauna arrives damaged, incomplete, or incorrect, please contact us within 24 hours of delivery and provide clear photos or video of the packaging, shipping label, and affected areas.
We will review the issue and, where appropriate, provide replacement parts, a replacement product, repair assistance, or another appropriate resolution.
For manufacturing defects that are not reasonably visible upon delivery, please contact us as soon as the issue is discovered. Eligible issues may be covered under our 2-Year Limited Warranty.
Failure to report visible transit damage promptly may affect our ability to file a freight claim, but reporting after 24 hours does not automatically establish that the customer caused the damage.
## Return Authorization
Do not send a product back without first contacting Embroed and receiving written return instructions.
Return shipments sent without authorization may be refused or may delay the processing of your request.
## Refunds
Approved refunds will be issued to the original payment method after the returned product has been received and inspected, when applicable.
Processing times depend on the payment provider and may take several business days after the refund is issued.
## Non-Returnable Products
The following products are generally not eligible for return for change-of-mind reasons:
- Custom or personalized sauna products after production has started
- Products that have been assembled, used, modified, or damaged
- Clearance or final-sale products where the sale terms state that they are non-returnable
- Products purchased in bulk or for commercial resale
Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.
## Return Address
Do not send products to our business address unless our customer service team has provided written return instructions.
The appropriate return address will be provided after your return request has been reviewed and approved.
## Contact
Embroed Inc
Email: info@embroed.com
Phone: +1 (725) 294-5446
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM (PT)
