Due to the significant costs involved in handling and shipping Pilates equipment, returns are generally not accepted. However, we understand that exceptional circumstances may arise, and in such cases, we may consider accepting a return. Below are the terms and conditions regarding returns:
Customer Responsibility
If a return is approved, it is the responsibility of the customer to arrange and cover the cost of shipping the equipment back to our facility. The cost of shipping and handling Pilates equipment is substantial, and as such, we cannot absorb these expenses as part of our return policy. Shipping large, heavy, and delicate equipment requires specialized logistics, which contributes to the high costs that unfortunately must be passed on to the customer in the event of a return.
How to return a returnable product(s):
- To start a return, contact us at support@trysauna.com with your order number and the reason for the return. If your return is authorized, we’ll send you instructions on how and where to send your package.
- 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 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.
Restocking Fee
Once the returned equipment is received and inspected, a restocking fee of 25% to 40% of the purchase price will be applied. The exact fee will be determined based on the condition of the equipment upon its return. This fee helps cover the costs associated with inspecting, refurbishing, and restocking the equipment, as well as the initial costs incurred in shipping the product to you.
Warranty Coverage
While we strive to ensure that all our customers are completely satisfied with their purchases, we understand that concerns may arise. Please note that all of our equipment is covered under a comprehensive warranty that protects against manufacturing defects. This warranty ensures that any defects resulting from the manufacturing process will be addressed promptly and at no additional cost to you. Our commitment to quality means that we stand behind our products, offering repairs or replacements as necessary under the warranty terms.
Why Return Costs Cannot Be Covered
The cost of returning Pilates equipment is particularly high due to the nature of the products. These items are large, heavy, and require careful handling to avoid damage during transit. As a small business, we simply do not have the capacity to cover these significant shipping and handling costs. We aim to provide the highest quality products at competitive prices, and covering return costs would necessitate raising prices for all customers, which is something we strive to avoid.
We appreciate your understanding and are committed to providing you with the best possible service. If you have any questions about our return policy or warranty coverage, please do not hesitate to contact us.
