Refund policy

Return & Refund Policy

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At TRUENORDIC, all saunas are custom-built and made to order, and installation services are scheduled specifically for each customer. Please review our return and refund guidelines below.

1. All Sales Are Final

Since every sauna is manufactured per order:

  • Returns and exchanges are not accepted for custom sauna purchases.

  • No refunds for change of mind, incorrect measurements, or customer preference.

2. Cancellations

  • Orders may be cancelled within 24 hours of purchase for a full refund.

  • After 24 hours, production and scheduling begin—all payments become non-refundable.

3. Installation Services

  • Installation fees are non-refundable once a schedule is confirmed.

  • If the customer requests a reschedule, at least 72 hours notice is required.

  • A rebooking fee may apply if installers are already en route or on site.

If the installation cannot be completed due to:

  • Incorrect site measurements

  • Lack of proper access

  • Customer not being prepared on the scheduled day

A return trip or reinstallation fee will be charged.

4. Damaged or Defective Items

If the sauna or any component arrives damaged:

  • Report it within 48 hours of delivery or installation.

  • Provide photos/videos of the issue.

  • TRUENORDIC will replace the damaged parts at no cost.

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

5. Refunds

Refunds are only issued if:

  • The order is cancelled within the 24-hour window.

  • TRUENORDIC is unable to fulfill the order due to manufacturing issues.

Refunds will not be issued for:

  • Custom sauna orders after 24 hours

  • Installation fees after scheduling

  • Delays caused by shipping companies or weather

  • Failed delivery or installation due to incorrect address or unprepared site

6. Warranty

All TRUENORDIC saunas include a manufacturer warranty for structural and heater defects.
Warranty does not cover wear and tear, misuse, improper installation by third parties, or environmental damage.

7. Contact Us

For warranty claims, installation concerns, or damage reports:

Email: truenordic.ca@gmail.com
Website: true-nordic.com