Return & Refund Policy

Thank you for choosing Wizzisauna! We are dedicated to providing every customer with a satisfying shopping experience. If you are not satisfied with your purchase, please feel free to contact us at service@wizzisauna.com, and we will be delighted to assist you.

1. Eligibility for Returns

We only accept returns for undamaged items purchased directly from wizzisauna.com. Returns purchased from other retailers must be processed through the original store.

• If your product has a quality issue or there was a shipping error (e.g., damage, missing items, or defects), you can request a return within 30 days of receiving the item. We will provide a full refund, including return shipping costs.
• For items that are unused and in their original packaging, you can request a return within 30 days of receiving the item. The buyer will be responsible for the return shipping costs.

2. Return Timeframe

Returns must be initiated within 30 days of receiving the product. Returns requested after 30 days will not be accepted.

3. Non-Returnable Items

• Custom products (such as customer-requested special orders or personalized items), gift cards, and products with man-made damage cannot be returned.

4. Return Costs and Scenarios

No additional handling fees will be charged for returns. Refunds for products with discarded original packaging or that have been installed/used will be subject to a 15% restocking fee to cover processing and handling costs. The responsibility for return shipping costs and refund eligibility depends on the return scenario, as detailed in the table below:

Scenario	Timeframe	Return Shipping Cost	Refund/Exchange Eligibility
Product quality issue / Shipping error (e.g., damage, missing items, defects)	≤ 30 days	Wizzisauna	Full refund or exchange
Unused and in original packaging	≤ 30 days	Buyer	Refund (minus original shipping costs) or exchange
Discarded original packaging	≤ 30 days	Buyer	Refund (minus original shipping costs and 15% restocking fee) or exchange
Installed/Used product	≤ 30 days	Buyer	Refund (minus original shipping costs and 15% restocking fee) or exchange
Any return request	> 30 days	Not applicable	Not eligible for return
Customer-requested special orders or personalized items	Not applicable	Not applicable	Not eligible for return
Gift cards	Not applicable	Not applicable	Not eligible for return

5. How to Request a Return

1. Please email us at service@wizzisauna.com with your order details and reason for the return.
2. In your email, please describe the reason for your return in detail. You may also attach images (in JPG or PNG format) to help us better understand the issue.
3. Once your return request is approved, we will provide you with the return address via email to service@wizzisauna.com.
4. Once we receive and inspect the returned item, we will notify you via email to service@wizzisauna.com within two business days whether your return is approved or rejected, and arrange for a refund or exchange.

6. Exchange Policy

If you wish to exchange an item (e.g., for a different size or model), please indicate your preference when contacting us at service@wizzisauna.com. We will guide you through the replacement process.

If the return or exchange is due to our fault, such as an incorrect item or quality issue, we will issue a full refund, including return shipping costs.

However, if the buyer requests a return or exchange due to personal preference or ordering the wrong item/color, etc., the buyer is responsible for the return shipping fee.

7. Refund Policy

Only eligible returns qualify for a refund or exchange.

8. Refund Processing Time

Once the returned item is confirmed to meet our return policy, we will process the refund within 1-2 business days. The refund will be credited to your original payment method. Please note that the time it takes for the refund to appear in your account depends on your payment provider, typically taking 7-15 business days. If a refund has not yet been received, please contact your payment service provider(\'s) customer service. You can also contact us for assistance with unreceived refunds at service@wizzisauna.com.