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Return and Refund Policy

Last updated: January 14, 2026

Welcome to Peace River Saunas. Our goal is for you to be fully satisfied with your sauna purchase. Because we deal in large, heavy freight items, we must maintain specific standards regarding returns. This policy is designed to be fully transparent. 

1. Eligibility and Timeframe

  • Return Window: You have 30 calendar days from the date of delivery to request a return or exchange.

  • Non-Returnable Items To ensure the quality of our inventory, we cannot accept returns on items that have been used, installed, assembled, or modified in any way. Additionally, products specifically marked as "non-returnable" within their product description are considered final sale.

    The Exception: If a non-returnable item arrives damaged, defective, or was fulfilled incorrectly, please contact us immediately so we can make it right.

2. Condition, Fees, and Shipping

Eligible Returns: For a return to be eligible, the item must be unused, uninstalled, and in its original packaging, including the box, pallet, accessories, and documentation.

Restocking Fee: All non-defective, standard returns (e.g., change of mind, buyer’s remorse) are subject to a 15% restocking fee. This fee covers administrative and logistics costs associated with handling returns, which includes freight returns. The final refund amount will consist of the full purchase price less this fee and all applicable shipping costs.

Return Shipping Costs: The customer is responsible for all return shipping costs for standard returns (e.g., change of mind, buyer’s remorse).

  • LTL Freight Items (e.g., saunas, heavy sauna heaters/stoves, hot and cold immersion tubs): The return cost will be for freight shipping and is calculated and deducted from your refund.
  • Parcel Items (e.g., accessories, small heaters): The return cost will be standard ground shipping rates and is calculated and deducted from your refund.

Note on Return Shipping Costs: Please be aware that the cost of LTL freight shipping for a heavy item can be substantial and may exceed $500-$800 or more, depending on the item size and location. This entire cost will be deducted from your final refund amount, in addition to the 15% restocking fee. We only cover the cost of return shipping for defective, damaged, misdescribed, or order fulfillment errors.

3. Reporting Damage and Errors (Defective/Damaged Items)

We cover all costs and waive the restocking fee for items that arrive damaged, are defective, or were fulfilled incorrectly (e.g., wrong model shipped). For damages, please help us process the necessary claim quickly by following these two steps:

  1. Report Immediately: Any physical damage to items must be reported to us within 72 hours of delivery. This strict timeframe allows us to file an immediate claim with the freight carrier on your behalf. 
  2. Provide Documentation: To quickly process the insurance claim, please email us clear photographs or video footage of both the damage and the original packaging.

4. Exchange Policy (Return for Repurchase)

If you wish to exchange your item for a different model or size, the process is handled as a Return and Repurchase:

  1. Initiate a return for the original item (subject to the standard fees listed above).
  2. Once the original item is received and inspected, a refund (less the 15% restocking fee) will be issued.
  3. You may then place a new order for your desired replacement item at any time.

5. Starting a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email us at support@peaceriversaunas.com or call us at (727) 353-6653 (Mon–Fri, 9 AM–6 PM EST).
  2. Provide Details: Include your Order Number and the detailed reason for the return.
  3. Return Authorization (RA): Our team will review your request and, if eligible, issue a mandatory Return Authorization (RA) Number.
  4. Label Issued: We will email you a prepaid return shipping label and specific freight instructions.
  5. Shipment: Carefully package the item with all original contents, clearly label the package with your RA number, and arrange pickup according to the carrier's instructions.
  6. Tracking: Send us the tracking number to monitor the return.

6. Refund Processing and Amount

Upon a successful return, you will be refunded based on the reason for your return:

  • Standard Returns: For change-of-mind or buyer's remorse, you will receive a refund of the full purchase amount minus return shipping costs and a 15% restocking fee.
  • Damaged or Incorrect Items: If your item arrives damaged, defective, or if we made a shipping error, you will receive a 100% full refund. In these cases, all shipping costs and restocking fees are waived.

Refunds are processed after all of the following steps are complete:

  • The returned item(s) are received at the designated warehouse.
  • The item(s) are inspected for condition and eligibility.
  • The return is approved.

Refunds will be issued back to your original payment method. Please allow up to 7 business days after approval for the refund to appear on your statement.

7. Contact Us

For more information or questions, please contact our Customer Service team:

Peace River Saunas
Address: 2131 Ridge Rd. S. Unit 1, Largo FL, 33778
Email: support@peaceriversaunas.com
Phone: (727) 353-6653

Our support team is available Monday thru Friday, 9AM-6PM EST, and usually responds within 24 hours.