The right to return and our return policy
The right to return and our return policy depends on the product.
In order to return your product, it must be unused and in the same condition as when you received it.
The right of return does not apply to order products that are manufactured separately at the customer’s request.
Returning is easy:
- Contact our customer service via e-mail myynti (at) luxsauna.fi and provide the details of your purchase (invoice/receipt) and the reason for the return.
- Once you have received approval, pack the product carefully and send it back to the address we provided using a reliable shipping service.
- We will inspect the returned product immediately and process a refund or exchange within 14 days.
Please read the return information below for each product.
Saunas
You can pay 100% of the price and get a full refund before the production of the sauna section has started, minus the processing costs of Klarna, Stripe and our bank. Once we start production, you cannot get a refund because even though we stand behind the quality of our products, we have to pay for the wood and the workers.
The same applies if you decide to pay in installments of 35% and 65%. For example, you can pay 35%, which is fully refundable until production has started minus the processing costs of Klarna, Stripe and our bank. Once production has started, it is no longer refundable. The remaining 65% + delivery charges are also non-refundable and must be paid once the sauna parts are completed before we send it to your address.
Logs, stoves, terrace furniture and wood materials*
The right to return logs, stoves, terrace furniture and wood materials is 14 days after receiving the product. The product to be returned must be unused, in the original packaging and packed for return shipping. The customer undertakes to pay the costs of the return themselves.
If 14 days have passed since your purchase, we cannot offer you a full refund or exchange.
*Wood materials: Once the product is installed, it is no longer possible to return it.
Refund of payment
Once your return has been received and inspected, we will send you an email notifying you that we have received the returned product. We will also notify you when the refund is accepted or rejected.
If the chargeback is approved, your refund will be processed and your credit card or original payment method will automatically be credited within 14 days.
Late or missing returns
If you haven’t received your refund yet, please check your bank account again first.
Then contact your credit card company. It may take some time for your refund to be officially sent.
Next, contact your bank. Processing often takes some time before the refund is sent.
If you have done all this and still have not received your refund, please contact us at myynti (at) luxsauna.fi.
Discounted products
Only normal priced products can be returned. Discounted products cannot be returned.
Exchange right
We only exchange products if they are defective or damaged immediately upon receipt. If you need to exchange for the same product, send us an e-mail at myynti (at) luxsauna.fi and we will give instructions on the exchange.
Refund of delivery cost
The customer is responsible for paying the shipping costs incurred by returning the product. Delivery costs are not refunded. If you receive a refund, the return shipping costs will be deducted from your refund.
The arrival time of the exchanged product may vary depending on availability and where you live.
If you are returning more expensive items, you can consider using a trackable shipping service or taking out shipping insurance. We do not guarantee that we will receive the returned product.
Do you need help?
Contact us at myynti (at) luxsauna.fi or via our chat service if you have any questions about refunds and returns.
We have the right to change the return rights and it is the customer’s responsibility to have read them.