Refund policy

Return & Refund Policy

Thank you for shopping at Heila Spaces. We are committed to providing premium wellness products. Because our infrared saunas are heavy-freight luxury items, our return policy is strictly structured to protect both the brand and our customers.

1. 30-Day Return Window
You have 30 calendar days from the date of delivery to request a return. To be eligible for a return, your sauna must be completely unused, unassembled, and in its original packaging with all straps, pallets, and protective materials intact. 

2. Restocking Fees
All approved returns for non-defective items are subject to a 25% restocking fee. This fee covers the specialized handling, inspection, and repackaging of heavy-freight goods.

3. Return Shipping Costs
The customer is entirely responsible for arranging and paying for all return freight shipping costs. Heila Spaces does not provide prepaid return labels for freight items. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we are not responsible for items damaged or lost during return transit.

4. Freight Damage & Delivery Inspection
You must inspect the packaging of your sauna immediately upon arrival. If you notice any significant visible damage to the box or pallet, you must write "Damaged upon arrival" on the delivery receipt BEFORE signing it. 
- If the product inside is damaged, you must report it to info@heilaspaces.com within 48 hours of delivery, providing clear photos and videos of the packaging and the damage. 
- Reports of shipping damage made after 48 hours of delivery cannot be honored due to freight carrier regulations.

5. Refunds
Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed back to your original method of payment within 5 to 7 business days, minus the applicable 25% restocking fee.