Most products we sell include a 30-day return window from delivery. Open-box items and anything designated Final Sale at time of purchase are non-returnable. Return windows and restocking fees vary by brand — see the brand-specific section below for the exact terms that apply to your order. Every return requires a Return Merchandise Authorization (RMA) number issued by our team before any item is shipped back.
How to Start a Return
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Contact us first — Email sales@recoveryroomdirect.com with your order number and reason for return. We respond within one business day.
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Receive your RMA number — Write it clearly on the outside of every package. Returns arriving without a valid RMA number will be refused and returned to sender.
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Ship the item back — Pack it in original packaging with all accessories included. Use a trackable carrier. Refund is processed within 7 business days of receipt and inspection.
Freight returns: Do not ship large equipment to our Wyoming office address — freight deliveries sent there will be refused. All freight returns route to the manufacturer’s warehouse. We provide the correct return address when your RMA is issued.
Please contact us before initiating a payment dispute. Our team resolves issues quickly, and following the return process above ensures the fastest resolution. Payment disputes initiated before contacting us and following this process may result in the return request being denied.
Condition Required
All returns must be:
- In brand-new, unused condition — not assembled, installed, or plugged in
- In original packaging with all accessories, cables, manuals, and hardware included
- Free of stains, odors, scratches, or any sign of use
Items that do not meet these conditions will be returned to the customer at their expense.
Brand-Specific Return Terms
Restocking fees and conditions vary by brand and manufacturer. Select the brand you ordered from for the exact terms that apply to your purchase.
Dreampod
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Return window: 30 days from date of delivery
Restocking fee: 20% of the purchase price
Return shipping: Buyer’s responsibility. Float pods and cold plunge units are large freight shipments — return freight costs are significant. Contact us for an estimate before initiating a return.
Original shipping: Deducted from your refund (non-refundable)
To start a return: Contact us at (888) 500-5675 or sales@recoveryroomdirect.com — we handle all communication with Dreampod on your behalf. Do not ship back without prior authorization.
Condition: Item must be unused, in original packaging, and include proof of purchase.
Cancellations: Contact us immediately after ordering if you need to cancel. Once an item has shipped, the 30-day return process and 20% restocking fee apply.
Warranty: Fiberglass: 2 years. Inflatable PVC / FLEX models: 6 months. Electronic & mechanical components (chiller, pump, filtration): 1 year. See dream-pod.com/warranty-information for full terms.
Dynamic Cold Therapy
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Return window: 30 days from delivery
Restocking fee: 20% of the total purchase price. Additional storage and routing costs may apply on top of the restocking fee.
Return shipping: Buyer’s responsibility for all freight costs. Cold plunge units are large and heavy — return freight costs are substantial. Contact us for an estimate before initiating a return.
RMA required: Yes — do not ship back without an RMA number. Returns without authorization will be refused at the warehouse and all costs remain the buyer’s responsibility.
Cancellations: Cancellations requested within 24 hours of purchase receive a full refund. After 24 hours, or once the order has shipped, the 20% restocking fee and return freight costs apply.
Warranty: 1-year manufacturer warranty on all parts from date of delivery. Covers defects in materials and workmanship under normal use. Contact us to open a warranty claim and we will coordinate with the manufacturer on your behalf.
Dynamic Saunas
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Return window: 30 days from delivery
Restocking fee: 20% of the total purchase price, per Golden Designs Inc. manufacturer terms. Additional storage and routing costs may apply on top of the restocking fee.
Return shipping: Buyer’s responsibility for all freight costs (outbound and return). Freight return costs for large sauna units are substantial — contact us for an estimate before initiating a return.
RMA required: Yes — returns shipped without an RMA number will be refused at the manufacturer warehouse and all costs remain the buyer’s responsibility.
Cancellations: Cancellations requested within 24 hours of purchase receive a full refund. After 24 hours, or once the order has shipped, the 20% restocking fee and return freight costs apply.
Warranty: 5 years on heating elements and electronics (residential use); 1 year on radio and wood panels. Commercial use reduces all coverage to 1 year. Covers parts only — labor costs are not included. Register within 60 days of purchase at goldendesigninc.com — unregistered warranties are void. Warranty is non-transferable and applies only at the original installation address. Installing your sauna outdoors or in an exposed structure voids all warranty coverage. Surface cracks in wood panels are a natural characteristic of the material and are excluded from warranty. Contact us to open a claim and we will coordinate with Golden Designs Inc. on your behalf.
Golden Designs Saunas
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Return window: 30 days from delivery
Restocking fee: 20% of the total purchase price. Additional storage and routing costs may apply on top of the restocking fee.
Return shipping: Buyer’s responsibility for all freight costs (outbound and return). Freight return costs for large sauna units are substantial — contact us for an estimate before initiating a return.
RMA required: Yes — returns shipped without an RMA number will be refused at the manufacturer warehouse and all costs remain the buyer’s responsibility.
Cancellations: Cancellations requested within 24 hours of purchase receive a full refund. After 24 hours, or once the order has shipped, the 20% restocking fee and return freight costs apply.
Warranty: 5 years on heating elements and electronics (residential use); 1 year on radio and wood panels. Commercial use reduces all coverage to 1 year. Covers parts only — labor costs are not included. Register within 60 days of purchase at goldendesigninc.com — unregistered warranties are void. Warranty is non-transferable and applies only at the original installation address. Installing your sauna outdoors or in an exposed structure voids all warranty coverage. Surface cracks in wood panels are a natural characteristic of the material and are excluded from warranty. Contact us to open a claim and we will coordinate with Golden Designs Inc. on your behalf.
Kahuna Massage Chairs
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Return window: 30 days from delivery
Restocking fee: 15%–35% of the item price. The exact percentage within this range is determined by Kahuna at the time of return based on model and condition — there is no fixed formula. Contact us before initiating a return and we will confirm the fee for your specific chair.
Return shipping: Buyer’s responsibility. Freight return costs for large massage chairs are substantial — contact us for an estimate before initiating a return.
RMA required: Yes — contact us to obtain an RMA number and the correct return address before shipping anything back. Items must be returned in original packaging.
White Glove delivery fee: Non-refundable once delivery has been completed.
Open-box and floor model sales: Final sale — not eligible for return or exchange.
Financing (Affirm / Synchrony): If your order was financed through Affirm or Synchrony and the order has been submitted, a cancellation fee of 10–25% may apply depending on the plan and timing.
Cancellations: Contact us as soon as possible — orders cancelled before the item ships avoid all freight charges. Post-shipment cancellations are subject to restocking fees and full return freight costs.
Warranty: Varies by model — 1 year minimum, up to 5 years on select chairs. Kahuna handles all warranty service directly. Register your chair and submit service requests at service.kahunachair.com. Recovery Room Direct is an authorized Kahuna retailer — your warranty is fully valid. Contact us if you need help with an escalation.
Maxxus Saunas
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Return window: 30 days from delivery
Restocking fee: 20% of the total purchase price, per Golden Designs Inc. manufacturer terms. Additional storage and routing costs may apply on top of the restocking fee.
Return shipping: Buyer’s responsibility for all freight costs (outbound and return). Freight return costs for large sauna units are substantial — contact us for an estimate before initiating a return.
RMA required: Yes — returns shipped without an RMA number will be refused at the manufacturer warehouse and all costs remain the buyer’s responsibility.
Cancellations: Cancellations requested within 24 hours of purchase receive a full refund. After 24 hours, or once the order has shipped, the 20% restocking fee and return freight costs apply.
Warranty: 5 years on heating elements and electronics (residential use); 1 year on radio and wood panels. Commercial use reduces all coverage to 1 year. Covers parts only — labor costs are not included. Register within 60 days of purchase at goldendesigninc.com — unregistered warranties are void. Warranty is non-transferable and applies only at the original installation address. Installing your sauna outdoors or in an exposed structure voids all warranty coverage. Surface cracks in wood panels are a natural characteristic of the material and are excluded from warranty. Contact us to open a claim and we will coordinate with Golden Designs Inc. on your behalf.
Summit to Sea
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Return window: 15 days from date of delivery
Restocking fee: 20% of the purchase price
Return shipping: Buyer’s responsibility. Hyperbaric chambers are large freight shipments — return freight costs are significant. Contact us for an estimate before initiating a return.
Original shipping: Deducted from your refund (non-refundable)
To start a return: Contact us at (888) 500-5675 or sales@recoveryroomdirect.com — we handle all communication with Summit to Sea on your behalf. Do not ship back without prior authorization.
Condition: Item must be unused, uninflated, and in original packaging. FDA-cleared medical devices that have been assembled, inflated, or used are not eligible for return.
Cancellations: Contact us immediately after ordering if you need to cancel. Once an item has shipped, the 15-day return window and 20% restocking fee apply.
Warranty: 2-year manufacturer’s warranty covering all components — compressor, electronics, zipper, windows, seams, valves, and hoses. All warranty claims handled through Recovery Room Direct.
Therabody
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Return window: 30 days from delivery
Restocking fee: 15% of the item price
Return shipping: Buyer’s responsibility — use a trackable, insured carrier. We are not responsible for packages lost in return transit.
RMA required: Yes — contact us with your order number and we will issue a Return Authorization before you ship anything back.
Condition: Must be returned in like-new condition with all accessories, attachments, charging cables, carrying cases, and documentation included. Missing components will result in additional deductions from the refund amount.
Open-box items: Final sale — not eligible for return.
Non-returnable: Individual accessories, replacement heads, and attachments purchased separately. Personalized or engraved devices.
Cancellations: Contact us immediately — cancellations before shipment avoid all charges.
Warranty: 1-year limited warranty on all Therabody devices; 90 days on accessories and attachments. Warranty claims are handled directly by Therabody — submit at returns.therabody.com. Full warranty coverage applies because you purchased from an authorized Therabody retailer.
Damaged or Defective Items
Freight deliveries — what to do when your order arrives
Before the driver leaves, inspect every carton and the outer packaging. If anything is damaged, crushed, wet, or the pallet wrap is broken, follow these steps immediately:
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Note the damage on the Bill of Lading (BOL) before you sign. Be specific — write exactly what you see: “Box 2 of 3 crushed on corner,” “pallet wrap torn, possible moisture damage,” etc.
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Take photos of the damage on the pallet, the affected carton(s), and the signed BOL itself.
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Accept the delivery — do not refuse it. Refusing a freight shipment without prior written authorization from us creates additional return-freight costs that become the customer’s responsibility.
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Contact us within 48 hours at sales@recoveryroomdirect.com with your order number and all photos.
✓ Damage was noted on the Bill of Lading at delivery
You are fully protected. Because the damage is documented at the point of transfer, we can file a valid freight claim with the carrier. We will coordinate the claim and arrange a replacement or full refund at no cost to you. Return shipping is covered.
✕ BOL was signed without noting damage — damage reported after delivery
By signing the BOL without notation, the delivery was legally accepted in apparent good condition and the carrier was released from liability. Freight carriers routinely deny claims submitted after a clean BOL signature. We will still work with you — contact us within 48 hours with photos and we will do everything we can with the carrier and manufacturer. However, because the freight claim may be denied, return shipping costs may not be covered in this scenario.
The Bill of Lading notation is your most important protection on any freight delivery. It takes 30 seconds and determines whether a damage claim can be honored by the carrier.
Parcel orders
Photograph the shipping box before opening it. If the device or contents are damaged, document everything and email photos to sales@recoveryroomdirect.com within 48 hours of delivery. We will work with you to resolve the issue promptly.
Manufacturing defects discovered after setup
If a defect appears after the product has been set up and used, this falls under the brand’s manufacturer warranty rather than a shipping damage claim. Contact us and we will help you initiate the warranty process with the manufacturer.
Our commitment: When the issue is our error — wrong item shipped, a verifiable manufacturing defect at delivery, or transit damage with a valid freight claim — Recovery Room Direct covers all return and replacement shipping costs. Returns for change of mind or for damage not documented at delivery are at the buyer’s expense.
Non-Returnable Items
Designated non-returnable products
Certain products are non-returnable by nature or by manufacturer designation, regardless of condition. These include but are not limited to:
- Consumables — water treatment chemicals, sauna rocks, filter cartridges, and similar single-use or limited-use items
- Personal hygiene or skin-contact items once opened (wellness masks, treatment pads, and similar)
- Opened LED or light therapy masks (non-returnable for hygiene reasons)
- Open-box and floor model items (sold as final sale; clearly marked before purchase)
- Personalized or custom-configured equipment
- Any product designated “Non-Returnable” or “Final Sale” on its product page — this designation is displayed before you complete your purchase
Condition-based non-returns
Even for returnable products, we cannot accept a return if the item:
- Has been used, assembled, plugged in, or shows any sign of installation
- Is missing original packaging, accessories, cables, manuals, or hardware
- Has stains, odors, scratches, or any visible sign of use
- Is an individual accessory, replacement part, or add-on purchased separately
Items that do not meet return conditions will be shipped back to the customer at their expense.
Refund Processing
Refunds are issued to your original payment method within 7 business days of receipt and inspection of the returned item. The applicable restocking fee and return shipping costs are deducted before the refund is issued. For freight items that must be inspected at the manufacturer warehouse, we will notify you of the timeline when your RMA is issued.
Questions?
Our team is available Monday–Saturday, 9am–6pm EST.
(888) 500-5675 • sales@recoveryroomdirect.com
