SunRay Return Policy

If a SunRay sauna is not right, you have 20 days from the date it ships to return it; the ship date is in your tracking email. Part of that time is spent in transit, so call us as soon as you know. We handle the return: you do not contact SunRay yourself.

Condition required. New, unassembled and resalable, in its original condition with the packaging, manuals, accessories and original crate. A sauna that has been assembled, wired in or heated counts as used and cannot go back, so check the panels before you start building, not after.

How to start a return. Call (888) 500-5675 or email sales@recoveryroomdirect.com with your order number. We issue a Return Authorization number, which is required before anything ships back, and we send the return address with it. Freight returns go to SunRay's warehouse, not to our office.

What a return costs. A restocking fee of 20% of the purchase price may apply on a change-of-mind return. You pay the return freight on a change of mind, which on a palletized sauna is the real cost to weigh up, so ask us for an estimate before you start; we cover it when the cause is shipping damage or our error. We never deduct the original shipping from your refund.

Damaged on arrival is a different, faster process. Note it on the delivery receipt before signing, photograph the cartons and the contents, and call us the same day. If a carton or the pallet is punctured, crushed or heavily damaged, refuse it and call us while the driver is still there; for minor damage, call before the driver leaves and we decide together whether to accept it. Report damage found after unpacking within 48 hours of delivery, before the sauna is assembled. A documented freight claim carries no restocking fee and no return freight.

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

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. A fault that appears after assembly is a warranty matter: see the SunRay warranty policy.