Our return policy. All non-sauna items may be returned within 14 days of delivery. Sauna order refunds are available within 24 hours of placing the order; sauna orders are not refundable after that window. The shipping charges and possible restocking fee are explained below.
Returns for All Non-Sauna Items
Every non-sauna item is eligible for return within 14 days of delivery. This includes sale and clearance items and accessories of any price. Contact us within that window to request your return.
This return option is separate from manufacturer-warranty and freight-damage claims. You do not have to attempt a repair before requesting a return under this 14-day policy.
Sauna Orders: 24-Hour Refund Window
If you want to cancel a sauna order for a refund, contact us within 24 hours of placing your order. After those 24 hours, sauna orders are not refundable. This deadline runs from the time you place the order, rather than from dispatch or delivery.
Your statutory rights and the manufacturer-warranty and freight-damage provisions below are unaffected.
Return Shipping and Possible Deductions
You are responsible for arranging and paying for return shipping.
If outbound shipping has already been arranged, that shipping amount is withheld from your refund.
A discretionary restocking fee of up to 20% may apply. This is not an automatic fixed 20% charge.
The separate confirmed-defect and freight-damage claim arrangements below remain in place.
How to Request a Return or Cancellation
Email info@thermatov.ca with your order number and the item you want to return or the sauna order you want to cancel. Make your request within the applicable 14-day or 24-hour window above. For delivery damage, also provide photos and a brief description within 48 hours of delivery.
Our team normally responds within 1 to 2 business days. We will provide a Return Merchandise Authorisation (RMA), return address, and shipping instructions. Please contact us before shipping so your return can be identified and handled correctly.
Pack the item securely for its return journey and include its components and accessories. Use original packaging if available. Mark the RMA number clearly on the package and keep your carrier tracking number or bill of lading until the refund is processed. These packing instructions do not limit the eligibility of non-sauna items under the 14-day policy.
Google Shopping
If you follow a Google Shopping listing to place your order on thermatov.ca, the same non-sauna return rules, sauna cancellation window, and shipping and fee rules on this page apply. Contact Thermatov using the instructions above.
Facebook and Instagram Shops
If you follow our Facebook or Instagram Shop to place your order on thermatov.ca, the same non-sauna return rules, sauna cancellation window, and shipping and fee rules on this page apply. Contact Thermatov using the instructions above.
Refund Method and Timeline
Refunds are issued to the original payment method. Once we receive the returned unit and complete inspection (typically 3 to 7 business days after the unit arrives at our warehouse), we will process the refund. Depending on your bank or credit-card provider, the refund may take an additional 5 to 10 business days to appear on your statement.
Inspection on Delivery
Saunas, cold plunges, and chillers ship via LTL freight on a pallet. Before signing the bill of lading, please inspect all packaging and panels for visible damage. If you notice any damage:
- Note the damage on the bill of lading before the driver leaves. This is critical for the freight-claims process.
- Take clear photos of the packaging, the affected panel or component, and the bill of lading.
- Contact us within 48 hours of delivery at info@thermatov.ca with your order number, photos, and a brief description.
- Do not discard any damaged parts or original packaging until your claim is resolved.
If shipping damage is confirmed, we will ship replacement parts at no cost as quickly as possible. You will not be charged for parts replaced under a freight-damage claim handled within this 48-hour window.
Manufacturer Defects: Resolution First
If a verified manufacturer defect appears within the warranty period, our preferred path is repair or replacement of the affected part. The vast majority of issues (a faulty heater element, a control board, a damaged hinge, a panel out of tolerance) can be resolved in days with a replacement part shipped at no charge. Most customers prefer this over a full return because their unit is already installed and operational.
If a defect cannot reasonably be resolved through repair or replacement, we will work with you to arrange a return for refund or store credit. We reserve the right to attempt a reasonable repair before authorising a full return.
Manufacturer-warranty and freight-damage claims are handled separately from the 14-day return option above. Nothing in this policy limits your statutory rights or applicable manufacturer-warranty coverage.
Replacement Parts
Replacement parts shipped under warranty or a freight-damage claim are sent at no cost. Replacement parts requested outside of warranty (for example, after general wear, modification, or accidental damage) are available for purchase at our standard parts pricing.
Contact
For all return enquiries, RMA requests, and damage claims, email info@thermatov.ca or use our contact page. Have your order number ready when you reach out.
The information on this page forms part of our contractual relationship with you and is provided for general informational purposes. It does not constitute legal advice. If you have a specific question about how this document applies to your situation, please contact us.