🔄 Returns & Refunds Policy
Your Satisfaction is Our Priority
At Hot-O.org, we want every customer to feel confident when purchasing a sauna. We stand by the quality of our products and are committed to making sure you’re fully satisfied with your order. That’s why we’ve created a clear and fair Returns & Refunds Policy — so you know exactly what to expect.
Because our products are large, heavy, and often made-to-order, our return process is a little different from typical online retailers. Please read this policy carefully before placing your order.
📝 1. Return Eligibility
Due to the size and nature of sauna products, we only accept returns on eligible, unused products under the following conditions:
You must request a return within 14 days of delivery.
The sauna must be unopened, unused, and in its original packaging.
All components, manuals, and accessories must be included.
You must have proof of purchase (order confirmation or invoice).
Custom-built saunas, modified products, clearance items, and special-order units are not eligible for return unless they arrive damaged or defective.
🚫 2. Non-Returnable Items
For safety, hygiene, and customization reasons, we cannot accept returns on:
Used or installed saunas
Assembled products
Items damaged due to improper storage or handling
Accessories that have been opened or used
Custom or made-to-order units
Products damaged during return shipping due to poor packaging
💸 3. Restocking Fees
Approved returns are subject to a restocking fee of up to 25% of the product’s purchase price. This fee covers handling, inspection, repackaging, and associated administrative costs.
Shipping charges (original and return) are non-refundable, unless the return is due to our error or a defective product.
📦 4. How to Request a Return
To request a return, follow these steps:
Email us at 📧 support@hot-o.org within 14 days of receiving your sauna.
Use the subject line:Return Request – Order #[Your Order Number].Include the following information in your email:
Your full name and contact info
Order number
Product name or SKU
Reason for return
Clear photos (if applicable)
Our team will review your request and respond within 2–3 business days with instructions, eligibility confirmation, and the return shipping address.
Do not ship the product back without written authorization. Unauthorized returns will not be accepted or refunded.
🚚 5. Return Shipping Responsibility
Customers are responsible for:
All return shipping costs unless the item is defective or the wrong product was shipped.
Using a reliable freight carrier for large-item returns.
Ensuring the item is properly packaged and protected to prevent damage in transit.
We recommend purchasing shipping insurance. If the returned item arrives damaged due to inadequate packaging, we may deny the refund.
🧾 6. Refund Timeline
Once we receive and inspect your returned sauna:
If the return is approved, we will process your refund (minus any fees) within 5–10 business days.
Refunds will be issued to the original payment method used at checkout.
You will receive an email confirmation once the refund has been processed.
If your return is denied due to damage, use, or missing parts, you may be responsible for the cost of return shipping back to you.
❗ 7. Damaged or Defective Products
If your sauna arrives damaged or defective, we want to resolve it quickly:
Report the issue within 72 hours of delivery by emailing 📧 support@hot-o.org.
Include your order number, detailed description, and clear photos of the damage or defect.
We will arrange for replacement parts, a full replacement unit, or a return/refund, depending on the situation.
Please inspect your shipment carefully upon delivery. Any damage not reported within 72 hours may not be eligible for return or replacement.
🔁 8. Exchanges
We do not currently offer product exchanges. If you wish to order a different model, we recommend initiating a return (if eligible) and placing a new order separately.
📬 Questions? We’re Here to Help
If you’re unsure whether your product qualifies for a return or refund, or if you need help during any stage of the process, don’t hesitate to contact our support team.
📧 Customer Support: support@hot-o.org
📧 Sales & Order Assistance: sales@hot-o.org
🤝 Fairness is Part of Our Policy
We want your experience with Hot-O.org to be exceptional — from the moment you order, through delivery, and well beyond. Our Returns & Refunds Policy is designed to protect your purchase while ensuring fairness for both our customers and our team.
Thank you for choosing Hot-O.org — your trusted source for high-quality saunas and wellness products