Saunum Return Policy

If a Saunum heater, AirSolo, AirIQ control or accessory is not right, you have 30 days from purchase to return it. We handle the return: you do not contact Saunum or the distributor yourself.

Condition. New, uninstalled and resalable, in the original packaging with all parts. A heater that has been wired in, switched on or loaded with stones counts as installed and cannot go back. The same applies to an AirIQ control or an AirSolo that has been wired in.

What it costs. Full credit for the product, less a repackaging fee of 20 to 50 dollars, depending on the item. There is no percentage restocking fee on a standard return. You pay the return freight on a change of mind; we cover it when the cause is shipping damage or our error. We never deduct the cost of free shipping from your refund, but shipping you paid at checkout is not refunded on a change-of-mind return.

Damaged on arrival is a different, faster process. Note it on the delivery receipt before signing, photograph the carton and contents, and call us the same day. Report any damage to us within 48 hours of delivery, with photographs and before the product is installed. A documented freight claim carries no repackaging fee and no return freight.

Stones are not returnable once a box is opened, since stone is sold by weight. Ask us if you are unsure how many boxes your heater takes: 4 for an Air or Air Perfect, 6 for an Air L.

Cancelling before it ships is easier than returning it. Before we send the order to the distributor there is no fee at all. After that an administrative fee of up to 5% may apply, and we waive it when we are not charged ourselves. Once it is on a truck it becomes a return. If we miss our own ship date, you cancel with no fee.

To start a return, call (888) 500-5675 or email sales@recoveryroomdirect.com with your order number and we will issue the Return Authorization number, which is required before anything ships back. Refunds go to the original payment method within 7 business days of the return being received and inspected. Store-wide terms are in our refund policy. Faults after installation are a warranty matter: see the Saunum warranty policy.