Plunge Into Saunas — Refund & Return Policy

Overview

At Plunge Into Saunas, we are committed to making your buying experience as smooth and stress-free as possible. We specialize in home sauna, steam, and cold plunge equipment as an authorized dealer, and we work directly with the manufacturers to help resolve order, delivery, damage, warranty, and return issues.

Please read this Refund & Return Policy carefully before placing your order. By placing an order on PlungeIntoSaunas.com, you acknowledge that you have read, understood, and agreed to this policy.

For any questions, contact us at info@plungeintosaunas.com. We typically respond within 1 business day.

Order Cancellations Before Shipment

If you need to cancel an order, please contact us as soon as possible.

Orders canceled before they have been submitted for fulfillment or shipped will receive a full refund with no cancellation penalty.

To request a cancellation, contact us at info@plungeintosaunas.com. Please include your order number and the email address used at checkout.

Once an order has been submitted for fulfillment, picked, packed, loaded, or picked up by a carrier, it may no longer be eligible for cancellation. If cancellation is possible after fulfillment has started, the order may be subject to manufacturer fees, carrier fees, return shipping costs, return freight charges, or restocking fees.

Custom, Special Order & Made-to-Order Products

Custom, special order, and made-to-order products are final sale and cannot be canceled, returned, or refunded once production or fulfillment has started, unless the item is defective, damaged, incorrect, or otherwise required by law.

These items are made, ordered, or prepared specifically for your order and may go into production or manufacturer processing shortly after the order is placed.

Examples of custom, special order, or made-to-order products may include, but are not limited to:

• Cut-to-size sauna kits and custom-configured sauna rooms
• Made-to-order cabin, barrel, and modular outdoor saunas
• Custom glass doors, bench layouts, and interior configurations
• Heater or stove packages assembled to a specific room volume
• Custom wood species, panel, or cladding selections
• Custom-sized or custom-configured products
• Products marked as custom, special order, or made-to-order on the product page

If you are unsure whether your item qualifies as custom, special order, or made-to-order, please contact us before purchasing at info@plungeintosaunas.com.

Manufacturer warranties, when available, may still apply to custom, special order, or made-to-order products. If there is a valid manufacturing defect, we will work with the manufacturer to help resolve the issue.

Backordered Items

Backordered items are products that are temporarily out of stock but available for purchase based on an estimated future shipment date or manufacturer lead time.

All backorder lead times are estimates only and may change due to manufacturing delays, supply chain issues, carrier delays, or other circumstances outside our control.

If an item is backordered, we will provide the best available estimated timeline. If the timeline changes significantly, we will contact you with an updated estimated shipping date.

You may choose to accept the updated timeline or cancel the order for a refund before the item has shipped or entered final fulfillment.

By placing an order containing a backordered item, you acknowledge that the provided lead time is an estimate and not a guaranteed delivery date.

Shipping Delays

We do our best to provide accurate estimated shipping and delivery windows based on information from our manufacturers and carrier partners. However, all shipping and delivery timeframes are estimates only and are not guaranteed.

Shipping or delivery delays may occur due to:

• Manufacturer production delays
• Inventory changes
• Carrier delays
• Freight routing issues
• Weather
• High order volume
• Supply chain disruptions
• Holidays
• Remote delivery locations
• Circumstances outside our control

If we cannot ship your order within the stated timeframe, we will contact you with an updated estimated shipping date. You may choose to accept the delay or cancel your order for a refund before the item has shipped.

Once an order has shipped, it cannot be canceled in transit unless approved in writing by Plunge Into Saunas. If cancellation, return, refusal, or rerouting is approved after shipment, the customer may be responsible for return shipping, return freight, carrier fees, and any applicable restocking fees.

Returns & Exchanges After Shipment

Due to manufacturer policies, product size, packaging requirements, shipping costs, and the high-value nature of our products, all returns must be approved in writing before being sent back.

Return requests must be submitted within 30 days of delivery.

Not all products are eligible for return. Return eligibility depends on the product, manufacturer policy, condition of the item, packaging, and whether the item has been used, installed, assembled, wired, heated, filled, modified, damaged, or marked as final sale.

To be eligible for return, the product must be:

• Unused
• Uninstalled and unwired
• Never heated, fired, or filled with water
• Unassembled, unless otherwise approved
• In original packaging
• In resalable condition
• Complete with all parts, panels, hardware, stones, manuals, accessories, and packaging materials
• Approved for return in writing by Plunge Into Saunas

Customers are responsible for all return shipping costs unless the return is due to our error, an incorrect item, or another issue approved by Plunge Into Saunas.

Approved returns may be subject to a restocking fee of up to 25% of the product value, depending on manufacturer policy and product condition.

Original outbound shipping costs, return shipping costs, return freight costs, carrier fees, and restocking fees may be deducted from the refund when applicable. This may apply even if the original order included free shipping, because shipping costs may be built into the product or paid by Plunge Into Saunas to the manufacturer or carrier.

Refunds, when approved, are issued to the original payment method only.

Return Authorization Required

Do not send any product back without written return authorization from Plunge Into Saunas.

Because our products ship from different manufacturer warehouses and distribution centers, the correct return address may vary by product and by brand. Returns must be sent only to the return address provided in our written return instructions.

Products sent to the wrong address, sent without authorization, sent to Plunge Into Saunas's business address, or sent to any address not provided in our written return instructions may be refused, delayed, returned to sender, or ineligible for refund.

Once your return request is reviewed and approved, we will provide return instructions, including the correct return address and any required return authorization number, carrier instructions, or label information.

Exchanges

If you would like to exchange an item for a different product, please contact us at info@plungeintosaunas.com.

Exchange eligibility depends on the product, manufacturer policy, order status, condition of the original item, and availability of the replacement item.

If an exchange is approved, the customer may be responsible for price differences, return shipping, outbound shipping, freight fees, manufacturer fees, and any applicable restocking fees.

Non-Returnable Items

The following items may be final sale or non-returnable:

• Custom products
• Made-to-order products
• Special order products
• Clearance items
• Open-box items
• Heaters or stoves that have been wired, energized, or fired
• Cold plunge tubs, steam pods, steam generators, or hot tubs that have been filled with water
• Sauna rooms, cabins, or kits that have been assembled or heated
• Used or installed items
• Modified products
• Products not in original packaging
• Products damaged after delivery
• Products marked final sale on the product page
• Sauna stones, aroma oils, cleaning products, and other consumables once opened
• Replacement parts
• Items that are not accepted for return by the manufacturer
• All Canadian Timber Collection (Dundalk LeisureCraft) products — see the brand-specific section below

Once a heater has been energized or a plunge tub has been filled, the unit is no longer resalable and cannot be returned. If you are unsure whether an item is returnable, please contact us before placing your order.

Canadian Timber Collection (Dundalk LeisureCraft) — Brand-Specific Return Terms

Canadian Timber Collection products are handcrafted in Canada and ship direct from the manufacturer. The manufacturer does not accept returns on these items under any circumstances. Because of this, and because of the size and weight of the freight involved, the following terms apply to Canadian Timber Collection products and take precedence over the general return terms above wherever the two differ.

Canadian Timber Collection items are non-returnable once the order has left the factory. This applies to all Canadian Timber saunas, cold plunge tubs, hot tubs, outdoor showers, tiki bars, outdoor furniture, and Canadian Timber accessories. The 30-day return window, the return-authorization process, and the restocking-fee terms described above do not apply to these products, because no return is possible.

Cancellations and changes. Canadian Timber orders can be cancelled or changed free of charge within 14 days of the order being placed. After 14 days, a $65 change-or-cancellation fee applies — this covers cancellations as well as changes such as adding or removing products or options, changing the shipping method, or altering the ship-to address. Once an order is within 7 days of its scheduled ship date it can no longer be cancelled or changed. After the order has shipped it cannot be cancelled, returned, or rerouted, and a change of ship-to address at that point incurs a $350 re-routing charge.

Refused deliveries. If you refuse delivery of a Canadian Timber order for any reason other than severe shipping damage, a 15% restocking charge applies and you are responsible for all return freight and rerouting costs. Please contact us before refusing any delivery so we can help find a better outcome.

This does not affect your rights when something is wrong. The following are always covered, at no cost to you, and are handled through the claims and warranty processes described elsewhere in this policy rather than as returns:

• Transit damage — noted on the Delivery Receipt or Bill of Lading at the time of delivery and reported to us within 48 hours.
• Concealed damage — reported to us within 48 hours of delivery, or as soon as it is discovered.
• Missing or incorrect components — reported to us within 48 hours of delivery.
• Manufacturing defects — covered under the manufacturer's limited warranty.

In each of these cases the remedy is repair or replacement. The manufacturer supplies the replacement part or component at no charge and we coordinate it for you. Because these products cannot be returned once they leave the factory, a refund is not available in place of replacement parts.

If we make a mistake on your order, no change or cancellation fee will apply.

Unloading is the customer's responsibility on these items. Canadian Timber crates range from approximately 6 to 14 feet long and 800 to 1,600 pounds. Crates 84 inches or shorter can usually be lowered on the delivery truck's liftgate; longer crates cannot, and require a forklift, a trailer to collect the crate from the freight terminal, or a tilt-tow truck. Please confirm your access and unloading plan before ordering. Refusing a Canadian Timber delivery because unloading was not arranged is a delivery refusal under the Delivery Refusals section below, and is not a return.

Because these products cannot be returned, please confirm your model, size, heater selection, and any options before ordering. We are glad to help you size a room, choose a heater, or check your site conditions at no charge before you buy — that conversation takes a few minutes and is a great deal easier than a change of mind on a 1,600 lb crate.

The Contrast Theory — Brand-Specific Return Terms

The Contrast Theory products may be returned within 30 days of delivery with a return authorization from us first. A 20% restocking fee applies, you are responsible for return shipping, and because shipping was free on the way out the actual outbound freight is also deducted from your refund.

Cancellations. Once an order has entered processing a 5% cancellation fee applies. After the order has shipped, a cancellation is handled as a return under the terms above.

Damage and defects. Note any freight damage on the delivery receipt, photograph it, and contact us within 48 hours. Items that arrive defective must be reported within 7 days of delivery.

Non-returnable. Custom or made-to-order items, personalized items, installed or assembled items, clearance and final-sale items, replacement parts and warranty replacements.

Warranty. 1 year limited, residential use, original purchaser, non-transferable. Covers manufacturing defects in materials and workmanship. The remedy is repair, replacement parts or unit replacement — a cash refund is not available in place of a warranty remedy.

Penguin Chillers — Brand-Specific Return Terms

Penguin Chillers products — the Cold Therapy Chiller, the Barrel Chiller Package, the Chiller & Insulated Tub Combo and the standard water chillers — may be returned within 21 days of delivery with a return authorization from us first. This is shorter than our standard 30 day window, because 21 days is the window Penguin Chillers allows us as a dealer. A 20% restocking fee applies and you are responsible for return shipping.

Custom units. Custom-built Penguin Chillers units are non-returnable. That is the only category Penguin excludes outright — every standard chiller and plunge is covered by the 21 day terms above.

Freeze damage. Penguin chillers are rated for ambient temperatures above 32°F / 0°C. A unit left connected and full of water through a freeze is not returnable and is not covered by warranty. Disconnect the chiller and drain the system completely before the first freeze of the season.

Filters and water treatment. Replacement filters, filter sets and chlorinating kits may be returned within 21 days only if unused and in their original packaging. Opened chemical products cannot be returned for safety reasons.

Damage and defects. Note any freight damage on the delivery receipt, photograph it, and contact us right away. Report anything that arrives defective as soon as you find it so we can open a claim with Penguin on your behalf.

Warranty. 1 year limited manufacturer warranty from the date of delivery, residential use. Extended 2 year and 3 year coverage is available as a purchase option on most chillers. Warranty claims are handled directly by Penguin Chillers on (865) 214-6509 or support@penguinchillers.com. The warranty does not cover freeze damage, running a unit without continuous water flow, running a filter finer than 50 microns, use with an ozone venturi, or improper installation.

Beyond Cold — Brand-Specific Return Terms

Beyond Cold products — the Journey, the Pursuit, the Summit, and Beyond Cold filters — may be returned within 30 days of delivery with a return authorization from us first. A restocking fee of up to 25% applies and you are responsible for return shipping. Because shipping was free on the way out, the actual outbound freight is also deducted from your refund.

To be returnable, the unit must be unused, fully drained and dried, clean, and in its original packaging with all components. A plunge that has been filled with water and used is no longer resalable and cannot be returned.

Freeze damage and winterizing. Beyond Cold asks that the chiller be brought indoors or the system winterized once ambient temperatures approach 40°F or below. Note that this is a higher threshold than some other brands we carry. A unit left connected and full of water through a freeze is not returnable and is not covered by warranty.

Filters. The reusable mesh filter and the Summit cartridge filter may be returned within 30 days only if unused and in their original packaging. Filters are consumable parts and are not covered by the plunge warranty.

Damage and defects. Note any freight damage on the delivery receipt, photograph it, and contact us within 48 hours. Report anything that arrives defective as soon as you find it so we can open a claim with Beyond Cold on your behalf.

Warranty. 1 year limited manufacturer warranty from the date of purchase, covering defects in materials and workmanship under normal use. Beyond Cold repairs or replaces covered items at their discretion. On a warranty claim you cover shipping to Beyond Cold, and Beyond Cold covers return shipping within the continental United States. Warranty claims are handled directly by Beyond Cold on 865.450.8323 or info@beyondcold.com.

The warranty does not cover misuse, neglect or abuse; alterations or improper use; lack of maintenance; freezing damage; or damage from moisture, fire, lightning or power surges. It also excludes shipping, packaging, installation, removal and setup costs, and may be void if the serial number is missing or altered.

Two maintenance conditions keep the warranty valid: clean or replace the filter on the schedule in the owner's guide, and bring the chiller indoors or winterize the system once ambient temperatures approach 40°F or below.

Inspecting Your Delivery — Required

All customers are responsible for inspecting their order upon delivery. Please refer to our Shipping Policy for full delivery inspection instructions.

For standard parcel deliveries, inspect the packaging and product as soon as possible after delivery.

For freight deliveries, inspect the shipment before signing the Delivery Receipt or Bill of Lading whenever possible.

Before signing for a freight delivery, please:

• Count all boxes, packages, crates, or pallets. Sauna kits frequently ship in multiple cartons, and the heater or stove is often a separate package.
• Check for visible damage
• Look for punctures, crushed corners, tears, dents, or water damage
• Pay particular attention to glass doors and panels
• Note any damage or missing items on the Delivery Receipt or Bill of Lading
• Take clear photos of the packaging, labels, pallet, and any damage
• Keep all packaging materials

Failure to note visible freight damage or shortages on the Delivery Receipt may limit our ability to file a carrier claim or provide free replacement parts.

Damaged Items

If your item arrives damaged, please contact us at info@plungeintosaunas.com within 48 hours of delivery.

Your email should include:

• Your order number
• Photos of the damage
• Photos of the packaging
• Photos of the shipping labels
• Video of the damage, if available
• A written description of the issue
• A copy or photo of the noted Delivery Receipt or Bill of Lading, if applicable

For freight deliveries, do not refuse delivery unless the shipment is severely damaged, unsafe to unload, or we instruct you to do so. In most cases, accepting the delivery and clearly documenting the damage is the best way to help us file a claim and resolve the issue.

If damage is present at delivery:

1. Accept the delivery unless the shipment is severely damaged or unsafe to unload.
2. Clearly note all damage on the Delivery Receipt or Bill of Lading.
3. Take photos and video of the damage, packaging, labels, and pallet.
4. Contact us within 48 hours of delivery.

We will work with the manufacturer and carrier to help resolve the issue. Depending on the situation, resolution may include replacement parts, repair support, a replacement product, a discount, or another appropriate solution.

Damage reported late, not documented, or not noted on the Delivery Receipt when visible at delivery may limit our ability to file a carrier claim or provide a free replacement.

Concealed Damage

Concealed damage is damage that is discovered after delivery and was not clearly visible at the time the shipment was received.

If concealed damage is discovered, please contact us at info@plungeintosaunas.com within 48 hours of delivery or as soon as the damage is discovered.

Please include:

• Your order number
• Photos of the damaged item
• Photos of the packaging
• Photos of the shipping labels
• A description of the issue

Concealed damage claims are time-sensitive and may be denied by the carrier or manufacturer if reported late. Please unpack and inspect your order as soon as possible after delivery, even if you do not plan to install immediately.

Missing Items or Shortages

If your order is missing boxes, panels, benches, heater components, stones, hardware, accessories, or other items, contact us at info@plungeintosaunas.com within 48 hours of delivery.

Please include:

• Your order number
• Photos of what was received
• Photos of the packaging and labels
• A description of the missing item or part
• A copy or photo of the Delivery Receipt or Bill of Lading, if applicable

We will work with the manufacturer to verify the shortage and arrange replacement parts or another appropriate resolution when applicable.

Incorrect Item Received

If you receive an item that is different from what you ordered, contact us at info@plungeintosaunas.com within 48 hours of delivery.

Please include your order number, photos of the item received, photos of the packaging and labels, and a description of the issue.

If the incorrect item was sent due to our error or manufacturer error, we will work to correct the issue at no cost to you.

Refund Processing

Once a return is received at the authorized return location and inspected, we will notify you whether the refund is approved.

If approved, the refund will be issued to the original payment method.

Please allow time for your bank, credit card company, or payment provider to process and post the refund after it has been issued.

Refund amounts may be reduced by applicable restocking fees, return shipping costs, return freight costs, original outbound shipping costs, missing parts, damaged packaging, product damage, or other costs allowed under this policy.

Delivery Refusals

If you refuse delivery for reasons not related to severe shipping damage or not approved in writing by Plunge Into Saunas before refusal, you may be responsible for:

• Original outbound shipping costs
• Return shipping or return freight costs
• Re-delivery fees
• Storage fees
• Carrier accessorial fees
• Manufacturer fees
• Any applicable restocking fees

Freight deliveries are typically curbside unless otherwise stated in writing. Refusing delivery because the carrier will not deliver into a garage, driveway, backyard, home, business, or other specific location does not qualify as an approved refusal.

Please contact us before refusing delivery so we can help determine the best next step.

Installation, Electrical & Site Conditions

Plunge Into Saunas supplies equipment only. We do not provide installation, assembly, electrical work, plumbing, foundation work, permitting, or contractor services.

Returns and refunds are not available for issues arising from:

• Insufficient electrical service, or the cost of a panel upgrade or new circuit
• Permit denial, HOA restrictions, or zoning requirements
• Inaccurate measurements or a unit that does not fit the intended space or access path
• An unlevel, undersized, or inadequately drained pad, deck, or floor
• Improper assembly, wiring, or installation, whether performed by the customer or a third party
• Damage caused during customer or contractor installation

Please confirm your electrical service, site conditions, access path, and local permitting requirements before placing your order. Our team is happy to review these with you in advance.

Warranty

Warranty coverage varies by manufacturer and product. Please refer to the product page or manufacturer documentation for specific warranty details when available.

Because we are an authorized dealer for the brands we carry, your manufacturer warranty is valid from the date of purchase.

Manufacturer warranties generally cover defects in materials or workmanship under normal use, subject to the manufacturer's terms and exclusions.

Unless otherwise stated in writing, warranties are provided by the manufacturer, not Plunge Into Saunas.

Plunge Into Saunas may assist with warranty questions or help connect you with the manufacturer when available, but we do not control manufacturer warranty decisions, claim approvals, replacement timelines, repair procedures, or parts availability.

Improper installation, unlicensed electrical work, over-firing, running a heater without stones, use of untreated or improper water in a plunge tub, failure to maintain the product, commercial use of a residential unit, or failure to follow manufacturer instructions may void warranty coverage.

Shipping damage, delivery damage, missing items, or damage present upon arrival must be reported under the damage claim process above and is not treated as a standard warranty claim.

BOGO Promotions

In the event of a buy-one-get-one promotion, both items must be returned to qualify for a full refund.

If only one item is returned, the refund or credit amount may be adjusted based on the promotional value of the returned item.

Return shipping costs, return freight costs, and applicable restocking fees may still apply.

Chargebacks & Payment Disputes

Our team is here to help resolve order, delivery, damage, return, refund, and warranty issues. If you have not received a product, received a damaged item, or have a concern about your order, please contact us first at info@plungeintosaunas.com so we can work toward a fair resolution.

We keep records of order details, communications, tracking information, delivery confirmations, signed freight receipts, return approvals, and claim documentation.

If a chargeback or payment dispute is filed for an issue that is already covered by this policy or actively being resolved, we reserve the right to provide documentation to the payment processor, card issuer, or relevant financial institution.

Fraudulent or abusive chargebacks may be disputed to the fullest extent permitted by law.

Contact Us

Plunge Into Saunas

info@plungeintosaunas.com

(888) 739-3321

Monday – Sunday, 8am – 7pm PT. We typically respond within 1 business day.

By placing an order on PlungeIntoSaunas.com, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.