How can I cancel my order?
All our items are made-to-order, please refer to our cancellation policy below:
- You may change your order within 24-hours of placing it without incurring any additional charges. If you change your order after 24-hours, we must cancel the original order and submit a new one. If your order is in production when you request a change, you will incur a 25% restocking fee. Changing your order may delay your shipping date.
It normally takes 1-15 business days for the refund to appear on your bank account or credit card. Or 3-7 business days in PayPal , that depends on the original way you used.
Can I return my order?
Customer satisfaction is very important to us. Our Customer Services Support Team is here to assist you. To return a returnable item to Trysauna, Buyer must send an email to Support@trysauna.com within 24-72 hours of your original purchase date.
As long as you follow our shipping & receiving policy, we will be able to process a replacement at no cost as soon as possible.
Unless covered by warranty, these products are not returnable:
- Custom products: any product ordered with custom upholstery or equipment configuration.
- Equipment: reformers, wood reformers, trapeze and mat tables, reformer/trapeze combinations, reformers with towers, chairs and ladder barrels.
Ciga Pilates Accessories, Elina Pilates Accessories, Metalife Accessories, Private Pilates Accessories,. Please note you may be liable for the return shipping and a restocking fee.
How to return a returnable product(s):
- All returnable items must be returned within 30 days of placing the order.
- To be eligible for a return, your item(s) must be in the original packaging, unused, and in the same condition that you received it. Otherwise, a refund can’t be issued.
- It’s the customer’s responsibility to ship and pay for the return shipping on any item(s) that is not damaged.
- All returns are subjected to a 5% restocking fee, and a 3% processing fee on credit card transactions that will be deducted from your refund.
- When shipping back your item(s) you must use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item(s).
PS:Customer who use PayPal should notice the following
PayPal has made additional changes to the user agreement. Hence, there will be an additional 5% service charge for each order refund Customer needs to pay for the 5% service charge if they cancel their order .Or it would be deducted from customer's refund.