Refund policy

Returns & Refunds

Thanks for buying from Modern Sauna Spa. Here's how returns, refunds, damage claims, and warranties work — in plain language, no fine print.

If anything here is unclear, email us at tim@modernsaunaspa.com or call/text 917-334-6022. It reaches us directly, not a support queue.

Free 30-day returns

If you change your mind, you have 30 days from delivery to return it. We pay the return shipping. There's no restocking fee and no handling fee — you get your money back.

That's the whole policy. The rest of this page is detail on the situations it doesn't cover, and what to do if something arrives broken.

To be returnable, an item needs to be uninstalled and in its original packaging, with everything it came with. Once a steam generator or valve has been plumbed in, it can't go back — that's true everywhere in this industry, and it's why we'd rather answer your sizing and electrical questions before you order. Email or call us; we'd much rather spend twenty minutes getting it right than process a return.

What can't be returned

• Parts — replacement components, spares, heating elements and add-on parts are final sale. Our suppliers won't take them back, so we can't either.
• Custom or made-to-order items, or anything built to your specifications.
• Clearance and final-sale items — anything we identify as clearance or final sale before you buy it.
• Anything already installed, or damaged during installation.
• Requests made more than 30 days after delivery.

How to start a return

Email tim@modernsaunaspa.com with your order number and what you'd like to send back. We'll authorize it, arrange the return shipping, and tell you exactly what to do — usually within a day.

One rule: talk to us before you ship anything. Returns that show up at a warehouse without an authorization number get refused at the dock, and then the item is in limbo and neither of us can help it. It takes one email to avoid.

Refunds

Once your return arrives, we'll refund your original payment method within 10 business days and email you when it's done. Your bank may take a few days more to post it.

We don't hold your refund hostage to a warehouse inspection. Some of these items go back to a manufacturer whose processing can run three weeks — that's our problem to manage, not yours to wait through.

Cancelling an order

Cancel any time before your order ships — email tim@modernsaunaspa.com and it costs you nothing.

After it ships, it's just a standard return under the terms above, which means it still costs you nothing as long as it comes back uninstalled and in its box.

If it arrives damaged

Some of these are big, heavy, surprisingly delicate items, and freight damage does happen. Two things protect you:

Visible damage — refuse the delivery. Don't sign for it. Ask the driver to note the damage on the Proof of Delivery paperwork, have them sign it, and keep a copy. Note even minor rips and tears in the packaging — be thorough, take pictures, it matters. Then email us and we'll get a replacement moving.

Damage you find after opening — tell us within 5 business days. Photograph it and email the photos to tim@modernsaunaspa.com with a description. We'll replace the damaged parts free.

That 5-business-day window is the one deadline on this page we genuinely can't extend — after it closes, the shipper's insurance expires and the free replacement goes with it. If your delivery is going to sit in a garage until your contractor shows up, open the crate anyway and take a look. Or tell us it's happening and we'll follow up with you.

Our Shipping & Delivery policy covers what to do at the moment of delivery in more detail, including what to write on the delivery paperwork.

Faulty items

If something arrives defective or doesn't work as it should, email us within 5 business days with a description and photos or video. Replacement or refund — your call.

Wrong item

If you receive something other than what you ordered, email us within 5 business days with a photo of what showed up. We'll get the right item to you and collect the wrong one, at no cost to you.

If it never arrives

Check the tracking in your shipping confirmation first. If tracking has stalled, or it says delivered and it isn't there, email us. We'll open an investigation with the carrier and either reship or refund — your call.

Warranty

Your warranty is with the manufacturer, and it's the full manufacturer's warranty. Buying through us doesn't shorten it or weaken it.

Steam showers: the manufacturer asks that installation be done by a licensed plumber and a licensed electrician — it's a plumbing job and an electrical job in one, and professional installation is what keeps the warranty intact. Keep your installer's invoice with your receipt and you're all set.

Kohler products: Kohler's Lifetime Limited Warranty applies in full to Kohler products purchased from Modern Sauna Spa. Claims go directly to Kohler:

• 1-800-456-4537
• Kohler Co., Attn: Customer Care Center, 444 Highland Drive, Kohler, WI 53044

Keep your receipt — Kohler requires proof of purchase on every claim, and we can resend yours any time. Kohler covers the part itself, not removal, installation, or labor.

For other brands, the warranty documentation ships with your product. Email us and we'll tell you exactly who to call and what's covered.

Questions

tim@modernsaunaspa.com, or call/text us at 917-334-6022.