Refunds & Returns
Q：How long is the return period?
A：Our return period is 30 nature days, that is, from the day you receive the goods, you have 30 nature days to apply for a return.
Q：What's the Return conditions？
Your product must be in the same condition as you received it, must not be damaged or unused, must be labeled, and be in the original packaging. You also need to provide the order number.
Q：Do you accept return refund for all products？
A：No.We do not accept return refunds for:
The product is damaged by you;
Products purchased in bulk;
The product has been modified privately.
Q：What do I need to provide when returning an item for a refund?
A：Need to provide 5-10 clear product pictures or videos. Requirements: Every place that contains products.
We will use these judgments to check whether the product is damaged.
Q: What should I do if there is a problem with the heater?
A: If something goes wrong with the heater, we'll send you a new one for free. Or we refund $200. We do not accept additional compensation.
Q: Can the sauna be modified?
However, we will not be responsible for any costs and after-sales problems caused by the modification.
Q：How long does it take to refund?
A：We need to check after receiving the goods, which may take 1-3 nature days. After confirmation, we will refund your original payment method. The exact time you receive the refund is determined by the payment company you use, which generally takes 7-14 working days.
Q：Details of the return policy.
A：Please check your order when you receive it. If the product is defective, damaged or received the wrong product, please contact us within 24 hours so that we can evaluate the problem and correct it.If the product is found to be defective or lack of accessories, please contact us within 24 hours, and we will replace or reissue it for you free of charge. If it exceeds 24 hours, it is considered that the damage of the product was caused by you, and we will charge 20% of the price of the product you purchased.
For other reasons, such as: you no longer want it, or you accidentally bought the wrong product. You can cancel the order within 24 hours after you confirm the order. If the order has been shipped, you need to return the product after receiving it, and bear the round-trip shipping and charge 20% of the price of the product you purchased.
If you notify us 48 hours after your purchase that you need to cancel your order, we will charge $500.
Note: We do not accept merchandise sent back to us without prior request for return, or before the return request has been approved. Otherwise, the loss incurred shall be borne by you.
Q：Replacement for damaged or missing items
A：While it is rare to receive a shipment with damage or missing items, the following scenarios are possible:
Visible damage (damaged container/crate)
Concealed damage (damaged contents, with undamaged container)
Missing item in shipment
Visible damage or item shortages must be reported on the delivery receipt (be as specific as possible).
Concealed damage or missing items, discovered upon opening packaging, must be reported within 72 hours of delivery.
Smartmak Saunas shall request replacement from the manufacturer on the customer’s behalf for any damaged or missing parts, provided the customer provides notification of the damage or item shortage within 72 hours of shipment delivery. Claims received after that time will not be honored.
You can contact us at any time via firstname.lastname@example.org to resolve any return issues.
Contact us : email@example.com
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Happy Shopping !!