Return & Refund Policy
At Batharena, customer satisfaction is our priority. We understand that purchasing a sauna is a significant investment, and we want you to be completely satisfied with your purchase. This policy outlines our procedures for returns, refunds, and exchanges.
Return Eligibility
30-Day Return Period: You may return your sauna within 30 days of delivery if you are not completely satisfied, subject to the following conditions:
- The sauna must be in its original condition, unused and uninstalled
- All components, parts, and accessories must be included
- Original packaging must be intact and suitable for return shipping
- Proof of purchase is required
Non-Returnable Items
The following items cannot be returned:
- Custom or made-to-order saunas built to your specifications
- Items marked as "Final Sale" or "Non-Returnable"
- Products that have been installed or assembled
- Products with missing parts or damaged due to customer misuse
- Gift cards
Return Process
To initiate a return, please follow these steps:
- Contact our customer service team within 30 days of delivery to request a return authorization
- Our team will provide you with a Return Merchandise Authorization (RMA) number and return instructions
- Package the sauna and all components securely in the original packaging
- Include the RMA number clearly marked on the outside of the package
- Ship the package using the method specified in your return instructions
Important: Do not ship any returns without first obtaining an RMA number. Returns sent without prior authorization may not be accepted.
Return Shipping
Return Shipping Costs: Customers are responsible for the cost of return shipping unless the return is due to a defect or our error.
Large Item Returns: For the return of large items such as saunas, we may arrange for a freight carrier to pick up the item. A return shipping fee will be deducted from your refund, which typically ranges from $250-$500 depending on your location and the size of the sauna.
Damage During Return Shipping: Please ensure that your return is properly packaged to prevent damage during transit. Items damaged during return shipping may affect your eligibility for a full refund.
Refunds
Processing Time: Once we receive and inspect your return, we will process your refund within 5-7 business days.
Refund Method: Refunds will be issued to the original payment method used for the purchase.
Restocking Fee: A 15% restocking fee may apply to returns not resulting from defects or our error. For custom saunas that are eligible for return, a 25% restocking fee will apply.
Partial Refunds: Partial refunds may be issued for:
- Returns without original packaging
- Items with missing components
- Items showing signs of use or installation attempts
Damaged or Defective Items
Damaged Upon Arrival: If your sauna arrives damaged, please refuse delivery if possible and contact us immediately. If you've already accepted delivery, please document the damage with photos and contact us within 48 hours.
Defective Products: If your sauna proves to be defective within the first 30 days, please contact us for a return authorization. We will cover return shipping costs for defective products.
Warranty Claims: For issues arising after the 30-day return period, please refer to our Warranty Policy for information on coverage and repair or replacement procedures.
Exchanges
If you wish to exchange your sauna for a different model, please follow the return process as outlined above and place a new order for the desired model. Please note that price differences and restocking fees may apply.
Cancellations
Order Cancellation: You may cancel your order at any time before shipping with no penalty.
After Shipping: Once your order has shipped, it cannot be canceled, and you must follow the return process if you no longer want the product.
Custom Orders: Custom-designed saunas cannot be canceled once production has begun.
Contact Us
If you have any questions about our return policy or need to initiate a return, please contact our customer service team:
- Email: hello@batharena.shop
- Hours: Monday-Friday, 9:00 AM - 6:00 PM Pacific Time
Last Updated: April 2023