Refund policy

Return & Refund Policy

Last Updated: July 28, 2026

At TRUE NORDIC, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to help.

1. 90-Day Return Window - You may return eligible products within 90 days of delivery for a full refund or exchange. We accept returns for both defective and non-defective products, provided the item meets the return conditions below.

2. Return Conditions - To be eligible for a return, your item must be:

New and unused — unopened in its original packaging, or never used In the same condition that you received it

Accompanied by a receipt or proof of purchase

Items that have been used, installed, or damaged after delivery are not eligible for return.

3. Free Return Shipping

Return shipping is free. Once your return is approved, we will provide a prepaid return shipping label and, where required for larger items, arrange freight pickup at no cost to you. There are no restocking fees.

4. Exchanges

We gladly accept exchanges within the same 90-day window. If you'd like to exchange an item for a different model or product, contact us and we will arrange the exchange once the original item is returned in new condition.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval status. Approved refunds are issued to your original method of payment within 10 business days. Please note it may take additional time for your bank or credit card company to process and post the refund.

6. Damaged or Defective Items

If your order arrives damaged or defective:

Contact us within 48 hours of delivery with photos or videos of the issue.

We will replace the damaged parts or the full product at no cost, or issue a full refund — your choice.

Damage caused by misuse, improper handling, or third-party modifications is not covered.

7. Exceptions

The following are not eligible for return or exchange:

Custom-built and made-to-order saunas — these are manufactured to your specifications and are final sale. Custom orders may be cancelled within 24 hours of purchase for a full refund; after that, production begins and payments become non-refundable.

Installation services — installation fees are non-refundable once a schedule is confirmed. Rescheduling requires at least 72 hours notice; a rebooking fee may apply if installers are already en route or on site.

Defective custom-built products remain fully covered under Section 6 and our manufacturer warranty.

8. Warranty

All TRUE NORDIC saunas include a manufacturer warranty covering structural and heater defects. The warranty does not cover wear and tear, misuse, improper installation by third parties, or environmental damage.

9. How to Start a Return

Email us at truenordic.ca@gmail.com with your order number and reason for return. We'll respond with return instructions and a prepaid shipping label.

Email: truenordic.ca@gmail.com

Website: true-nordic.com