Returns & Refunds
A Thoughtful Buying Experience
At Eira Sanctuaries, we work carefully to create a calm, transparent, and supportive buying experience from the moment you begin exploring our products through delivery and installation.
Outdoor saunas, cold plunges, hot tubs, and wellness systems are meaningful investments, and our goal is to ensure that every step — from selection to delivery — feels smooth and well guided.
While most deliveries arrive without issue, transportation of large outdoor equipment occasionally presents situations that require attention. The following policy explains how we handle shipping concerns, returns, and refunds so that any issues can be resolved efficiently.
Delivery Inspection
Visible Shipping Damage
When your shipment arrives, please inspect all boxes carefully before signing the delivery paperwork.
If you notice visible damage such as:
-
crushed or dented packaging
-
punctures or tears in the box
-
obvious external damage
please note the damage on the delivery receipt (Bill of Lading) and ask the delivery driver to acknowledge it.
Making a note at the time of delivery helps ensure that any potential claims with the shipping carrier can be processed quickly and smoothly.
Concealed Damage
Occasionally, damage may occur during transport that is not visible until the packaging has been opened.
If you discover damage after unpacking your product, please contact our team immediately.
To ensure we can assist you effectively:
• All original packaging must be retained
• Photos of the damage should be provided
• Concealed damage claims must be reported within 5 business days of delivery
Prompt reporting allows us to work with the carrier to resolve the situation as quickly as possible.
Receiving Your Shipment
To protect your delivery and ensure a smooth process, we recommend the following steps when your order arrives:
-
Inspect all boxes carefully before signing the delivery documents.
-
Look for dents, punctures, crushed areas, or signs of mishandling.
-
Note any concerns clearly on the delivery receipt.
-
If you suspect potential hidden damage, you may request that the driver remain while you inspect the contents.
If the driver is unable to wait, note “possible concealed damage” on the delivery paperwork and inspect the shipment as soon as possible after delivery.
Claims for concealed damage must be reported within 5 business days, as shipping carriers cannot process claims after this period.
Delivery Scheduling & Carrier Fees
All large-item deliveries include carrier notification prior to arrival so that a delivery appointment can be scheduled.
If the carrier is unable to reach you to arrange delivery, the shipment may be placed in temporary storage. In these situations, carriers may apply storage or redelivery fees.
Any fees assessed by the carrier due to missed appointments or unsuccessful delivery attempts are the responsibility of the customer.
If you have questions regarding your delivery, we encourage you to contact our team so we can assist.
Returns & Refunds
Because most of our products are large, specialty wellness equipment, returns must be handled carefully.
Our return window is 30 days from the date of purchase.
If more than 30 days have passed since your purchase, we unfortunately cannot offer a refund or exchange.
For approved returns:
• Return shipping costs are the responsibility of the customer
• Most returned items are subject to a 25% restocking fee
• Items must be unused and returned in their original packaging
Refunds Prior to Shipment
If an order is cancelled before it ships, a 2.9% administration fee will be deducted from the refund.
This reflects non-refundable credit card processing fees charged by payment providers at the time of purchase.
Return Eligibility
To qualify for a return, the following conditions must be met:
• You must contact our team to obtain a Return Authorization Number
• The item must be unused and in the same condition received
• The item must be returned in its original packaging
Returns sent without a Return Authorization Number cannot be processed.
Non-Returnable Items
Certain items cannot be returned once purchased.
These include:
• Gift cards
• Products specifically marked as final sale
• Any manufacturer-designated non-returnable products
If a product is non-returnable, this will be clearly indicated on the product page.
Partial Refunds
In some situations, only a partial refund may be granted.
Examples include:
• Items returned in a condition different from when received
• Products missing components not due to our error
• Returns requested outside the 30-day return window
Refund Processing
Once a returned item has been received and inspected, we will notify you regarding the status of your refund.
If approved, your refund will be processed and applied to the original method of payment. Processing times may vary depending on your payment provider.
Late or Missing Refunds
If you have not yet received your refund:
-
Check your bank account again.
-
Contact your credit card provider, as refunds may take several days to appear.
-
Contact your bank, as additional processing time may apply.
If you have completed these steps and still have not received your refund, please contact us at:
Exchanges
We replace items only if they are defective or damaged.
If you need to exchange a product for the same item, please contact our team and we will guide you through the process.
Return Shipping
If a return is approved, our team will provide the appropriate return shipping address.
Please note:
• Customers are responsible for return shipping costs
• Original shipping fees are non-refundable
• Return shipping costs will be deducted from any approved refund
For items valued over $500, we strongly recommend using a trackable shipping service and purchasing shipping insurance.
While rare, we cannot guarantee receipt of returned items that are shipped without tracking.
Need Assistance?
If you have questions about delivery, returns, or exchanges, our studio is here to help.
We’re happy to guide you through the process.