Order Cancellations (Before Shipment) You may cancel your order completely free of charge at any time before it leaves the warehouse, with the exception of custom or made-to-order units. Please email support@wellnessequipmentdirect.com immediately to request a cancellation. Once a product has been dispatched, it is subject to our standard return guidelines. Custom-built saunas or personalized commercial fitness items cannot be canceled or refunded once production has begun.
Returns and Exchanges If you choose to return an item due to a change of mind, you are responsible for all return freight shipping costs and any re-consignment fees. Due to the extreme logistical costs of shipping high-ticket items like saunas, cold plunges, and massage chairs, outright returns will also incur a standard 25% restocking/cancellation fee. Returned products must be completely unopened, unused, and in their original factory crating.
Freight Damage & Mandatory Inspection When purchasing from Wellness Equipment Direct, you agree to inspect your package immediately upon delivery. If you notice any visible damage to the pallet, crating, or product, you must note "DAMAGED UPON ARRIVAL" on the carrier's delivery receipt before signing. You must send photos of the damage, the box, and the SKU to support@wellnessequipmentdirect.com within 24 hours of delivery. Freight damage claims submitted after 24 hours are not valid and cannot be processed by our insurance carriers.
Manufacturer Warranties All of our products include comprehensive manufacturer warranties ensuring you receive a fully functional unit. Warranty terms vary by brand and cover defects occurring over time from normal use. Items damaged in transit that are not reported within the 24-hour window do not qualify as warranty claims.