Welcome to Saunanera. Your satisfaction is our priority. We understand that sometimes a product may not meet expectations. The following policy outlines clear and fair guidelines for returns, exchanges, and refunds.
General Rules
Reporting Returns: Return requests must be submitted within 180 days of delivery. Requests made after this period will not be accepted.
Eligibility Criteria: Returns are only accepted if the product is unused, uninstalled, and in original packaging, including box and pallet (if applicable). If original packaging is missing, the return is not eligible.
Non-Eligible Products: Modified or altered items, products not in resalable condition, items without order number or original packaging, and accessories are not eligible for return.
Damaged Products: Clear photos of the packaging and damage must be taken at delivery, and damage must be reported within 24 hours of delivery.
Exchange Policy
Reporting Exchanges: Exchange requests must be made within 180 days of delivery.
Eligibility: Product must be unused, uninstalled, and in original packaging.
Exchange Process: Return the original item, it will be inspected by our warehouse, a refund will be issued, and a new order must be placed for the replacement item.
Refund Processing
Refunds are processed after inspection and issued to the original payment method. It may take up to 24 hours to reflect.
Starting a Return
Contact Us: Email support@saunanera.com
Provide Details: Share your order number, product details, and reason for return.
Approval Process: Our team reviews eligibility and issues a Return Authorization (RA) if approved.
Return Steps: Securely package the item with all original materials, clearly label with RA number, ship to the provided return address, and share tracking details.
Inspection & Processing: Once received, the item is inspected and the refund or exchange is processed accordingly.
Changing Shipping Address
Contact us immediately at support@saunanera.com with your order number and new address.
We will confirm if the change is possible and update it if eligible.
Changes may not be possible after shipment and a shipping address change fee may apply.
Frequently Asked Questions
Can I change my address? Yes, contact us within 24 hours of placing your order.
Can I cancel my order? Cancellations are allowed before dispatch. After dispatch, the standard return policy applies.
Do I have to pay for return shipping? For defective products, we cover return shipping. For other reasons, the customer is responsible for return shipping costs.
How will I receive the return label? The return label will be emailed after approval.
Late or Missing Refunds
Check your bank account, then contact your card provider. If still unresolved, email support@saunanera.com
Damage 
Loss 
Theft 
