Return Policy Details
By placing an order through the olympusauna® website, you agree to the following terms. These policies ensure transparency regarding our refund and return procedures. All policies apply to orders originating from the United States.
Cancellation Policy
- Free cancellation within 48 hours of placing the order. Full refund.
- After 48 hours, a $200 handling fee applies because production has already started.
- If you cancel after the order has shipped, we will charge the round-trip freight (actual cost varies by product weight) plus 20% of the product price as a cancellation fee.
- If you received the product and no longer want it or ordered the wrong item, you must return it. You must cover the round-trip shipping fee and a 20% restocking fee.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If the product is defective, damaged, or incorrect, contact us within 24 hours so we can evaluate and resolve the issue.
- If the product is defective or missing accessories, we will provide a free replacement when notified within 24 hours.
- If you fail to contact us within 24 hours, damage is considered customer-caused and a 20% fee will apply.
- Missing or short-shipped parts: Any replenishment cost will be fully covered by us.
Note: We do not accept returned items without a prior approved return request. Any losses from unauthorized returns will be borne by the customer.
Return Period & Conditions
You have 30 natural days from the date of receipt to request a return.
Returned items must:
- Be in the same condition as received
- Be unused and undamaged
- Include all labels and original packaging
- Include your order number
Return Request Requirements
Please provide 5–10 clear photos or videos of all parts of the product. We will inspect the returned item within 1–3 natural days. After approval, refunds are issued to your original payment method. Processing time by your payment provider is typically 7–14 business days.
Non-Returnable Items
- Clearance or inventory sale products
- Used or modified products
- Damaged items that are no longer resalable
- Bulk purchases
Return Shipping Fee Clarification
- Used saunas: Customers must pay the return shipping cost.
- Non-quality-related returns: Customers must pay the return shipping cost.
- Quality issues or shipping errors (wrong or damaged items): Customers do NOT need to pay return shipping.
Return Address
Please do not return items to the website address without authorization. Contact us first, and we will provide the nearest and most convenient return address for your region.
Warranty Information
olympusauna® offers a three-year limited warranty on all wooden saunas, covering defects in materials and workmanship for three years from the purchase date.
- Damage visible upon delivery is not covered by warranty—please notify us within 24 hours for a free replacement.
- If not reported within 24 hours, a 20% handling fee + shipping charges will apply.
- If issues arise during use, defective parts will be replaced free of charge.
- The warranty applies only to the original purchaser and is non-transferable.
- Improper installation, misuse, abuse, and normal wear are not covered.
To file a warranty claim, contact customer service with proof of purchase.
On-Site Installation
You may choose self-installation or professional on-site installation.
- Each sauna includes a manual with step-by-step installation instructions.
- If you need assistance during installation, contact us anytime.
- On-site installation service is available for $1800.
- If installation has already been completed, the $1800 installation fee is non-refundable.
- If the sauna has NOT yet been installed, the $1800 can be refunded.
Return Shipping Responsibility Summary
- Consumer-caused returns → Shipping fee paid by customer.
- Our mistake (damaged, defective, wrong item) → We pay the shipping fee.
To arrange a return, contact olympusauna® at:
+1 (347) 552-9184 or sales@olympusauna.com
Contact Info
Email: sales@olympusauna.com
Support: Monday to Saturday, 9:00 AM–6:00 PM
Company Name: JOY HIGH (HK) INDUSTRIAL LIMITED
Headquarters: Flat/Rm H 15/F World Tech Centre, 95 How Ming Street, Kwun Tong, Kowloon, 999077
Warehouse: 1500 N. GRANT ST, STE N, Denver, CO 80203, US