Refund policy

Return & Refund Policy

We want you to feel confident and excited about your Ember Sauna purchase. Each sauna is handcrafted to order, built specifically for your home and your chosen configuration. Because of this custom nature, completed saunas cannot be returned once delivered.

That said, we stand behind our craftsmanship and want every customer to have a great experience. If something isn’t right, we’ll work with you to make it right.

Order Changes & Cancellations

If you need to adjust or cancel your order, please contact us as soon as possible.
Changes can typically be made before production begins.
Once materials are cut and fabrication has started, cancellations may not be possible.

Damage or Defects

If your sauna arrives with damage or a manufacturing issue:

Document the issue with photos.
Contact us right away.
Our team will assess the situation and coordinate repairs, replacement parts, or other solutions as needed.

We’re committed to ensuring your sauna is delivered in perfect working condition.

Warranty Support

Your sauna and components are covered by their respective manufacturer warranties. If you ever run into a problem, we’ll guide you through the warranty process and provide support to get things resolved quickly.

Non-Returnable Items

Because of the custom build process and the nature of these products, the following items cannot be returned:

Custom-built barrel saunas
Installed components and accessories
Delivered or assembled units