Refund policy

Damages

Did your sauna arrive looking less like a hot escape and more like a train wreck? Fear not, we’ve got you covered. We’ll send you a shiny new one at no cost to you. All we ask is that you slap on the return labels we provide, and either:

  1. Schedule a courier pickup on a day that suits you, or;
  2. Leave it in a secure spot out front

We’ll handle the rest, so you can get back to dreaming of your next sweat sesh.

Returns

We offer a generous 60-day "return to base" policy. That’s 60 days to decide if your Soulfire sauna is your soul mate. To return it, the item must be in the same condition as when it arrived—pristine, with all accessories, and the original packaging.

Please note - the stove cannot be returned after it has been fired, since it is no longer in a saleable condition.

The Honest Breakdown of Refund Deductions

We don’t believe in shady “restocking fees,” but we do have real costs to cover. Here’s the deal:

  • Initial shipping cost (yes, we bundled it into the price, but someone’s got to pay the couriers).
  • Return shipping to our HQ (we’re good, but teleportation isn’t our thing yet).
  • Transaction fees (credit card charges, AfterPay's sneaky 7%, you know the drill).

We cover all the fun bits like inspecting, cleaning, repackaging, and restocking, because we’re good sports.

The “Don’t Surprise Us” Clause

Returns without prior approval? That’s like crashing a party without an invite—it won’t fly. Drop us a reply to your order confirmation email, and we’ll sort the details. Once approved, we’ll:

  1. Send return instructions and shipping labels.
  2. Arrange a courier collection (8am-4pm windows, but you can leave the sauna outside if you’re off living your best life).

Pro tip: Get some packaging tape ready—it’s like a hug for your return package.

Refunds

Once your return arrives and gets our tick of approval, we’ll process your refund. The funds will appear back in your original payment method within 10 business days.

But heads up: banks and credit card companies sometimes move slower than a Monday morning. Patience is key.

We keep it transparent, we keep it fair, and we try to keep it fun. Got questions? Hit us up—we’re here to help (and maybe crack a sauna-related joke or two).