Refund policy
RETURNS, REFUNDS & CANCELLATIONS
NW Immersion Co. | Sauna & Cold Plunge
Buying a sauna or cold plunge is a big decision, and you should be able to make it with confidence. Every order from NW Immersion comes with our 30-Day Buyer Promise, plus clear terms so you know exactly what to expect before, during, and after your purchase.
Download the printable policy (PDF)
OUR 30-DAY BUYER PROMISE
30 days to change your mind. If an eligible item is not the right fit, you have 30 calendar days from delivery to request a return, as long as it is still unopened in its original packaging or crate. Custom, made-to-order, and final-sale items are excluded, and the return costs for each product type are listed below.
Free cancellation within 24 hours. Change your mind right after ordering? Cancel at no charge within 24 hours of purchase, or until your order enters fulfillment, whichever comes first.
No restocking fee on the Sauna Elite Red Light Therapy Panel. Restocking fees on our other returnable products are a fixed 10% or 20%, plus shipping costs, all disclosed up front.
Shipping damage is on us. If your order arrives damaged and you report it on time, we handle the carrier claim for you and arrange the replacement, parts, or remedy at no cost to you.
Defects are on us. If a product has a covered defect, NW Immersion is your single point of contact. Email support@nwimmersion.com with photos or a short video, and we coordinate the repair, replacement, or parts under the product warranty. Change-of-mind fees never apply to a covered defect, an error on our part, or eligible shipping damage.
Fast, transparent refunds. Approved refunds go back to your original payment method within 5 business days after inspection, with an itemized breakdown of any fees.
See it before you buy. Visit our Vancouver, WA showroom, open Thursday through Saturday from 10 AM to 4 PM, to sit in a sauna, see a cold plunge in person, and ask questions before you decide. Call or text (360) 360-6968 or email info@nwimmersion.com to plan your visit.
RETURN TERMS BY PRODUCT
Here is what a change-of-mind return costs for each product type. The full details appear in the numbered sections that follow.
Cancellations: Free within 24 hours of purchase, or until your order enters documented fulfillment, whichever comes first. After that point but before shipment, cancellation may be approved with a fixed 5% cancellation fee. Once an order ships, our return terms apply.
Sauna Elite Red Light Therapy Panel: Return request within 30 calendar days of delivery. Item must be unopened and in original packaging. No restocking fee. Shipping is included with your purchase, but on a voluntary return the actual original outbound shipping cost is deducted from your refund and you pay insured return shipping.
NW Immersion Cold Tubs & Chillers: Return request within 30 calendar days of delivery. Item must remain unopened and in the original factory crate. A fixed 10% restocking fee applies, plus the actual original outbound freight and return freight.
Drop-Shipped Products: Return request within 30 calendar days of delivery. Item must be unopened and in original factory packaging or crate. A fixed 20% restocking fee applies, plus outbound and return shipping or freight.
Opened, Assembled, or Used Units: Opened, uncrated, assembled, installed, or used saunas, cold plunges, heaters, and wellness equipment are not returnable once they can no longer be offered as new. Functional issues are covered under warranty.
Custom & Made-to-Order: Custom, made-to-order, and special-order products are not returnable. The cancellation and deposit terms disclosed at purchase apply.
Consumables, Including Sauna Salt: All sales are final. Consumables are not returnable or refundable, opened or unopened, including subscription orders. If an item arrives damaged, has a quality problem, or is incorrect, report it within 7 calendar days of delivery and we will replace it or refund it.
Shipping Damage: Inspect before you sign, note visible damage on the delivery receipt, and report damage within 3 calendar days of delivery for freight deliveries, or within 7 calendar days for parcel deliveries.
Refunds: Approved refunds are issued to your original payment method within 5 business days after inspection.
An approved Return Merchandise Authorization (RMA) is required before returning any item. Please email info@nwimmersion.com to begin.
1. HOW TO START A RETURN OR REPORT A PROBLEM (RMA)
Prior authorization is required for every return. To begin, email us at info@nwimmersion.com with your order number, the item you want to return, the reason for the return, and photos if they help explain the situation. We will review your request, confirm eligibility, and provide an RMA along with the correct return warehouse address.
Please wait for your RMA before shipping anything back, and do not send returns to our showroom. Because the showroom is not a returns facility, unauthorized returns or items sent there may be refused. Requesting an RMA first helps us process your refund quickly and route your product to the right place.
2. CANCELLATIONS
You may cancel a standard order at no charge within 24 hours of purchase, or until your order enters documented fulfillment, whichever occurs first. Fulfillment includes steps such as picking, packing, crating, or allocating inventory to your order.
After your order enters fulfillment but before it ships, we may still be able to approve a cancellation with a fixed 5% cancellation fee that reflects the work and costs already incurred. Once an order has shipped, our return terms apply instead of cancellation.
Custom, made-to-order, and special-order products, sauna kits and rooms, and steam generators follow the specific product and order terms disclosed at the time of purchase. These items may become non-cancellable sooner than standard orders.
Consumable orders, including one-time and subscription Sauna Salt orders, can be canceled at no charge until the order enters fulfillment. After that point, the order can’t be canceled and is final sale under Section 8. You can stop future subscription renewals at any time as described in our Subscription Policy.
3. SAUNA ELITE RED LIGHT THERAPY PANEL
The Sauna Elite Red Light Therapy Panel is one of the products we keep in stock. You may request a return within 30 calendar days after delivery. To qualify, the panel must be unopened, unused, uninstalled, in its original packaging, and complete with all manuals and accessories.
There is no restocking fee for this item. Shipping is included with your original purchase as a benefit, which means you do not pay for delivery up front. It does not remove the carrier cost we pay to ship the panel to you. If you return the panel for a reason other than our error, eligible shipping damage, or a covered defect, the actual original outbound shipping cost we incurred will be deducted from your refund, and you are responsible for insured return shipping so your panel is protected in transit.
If your return is due to an NW Immersion error, eligible shipping damage, or a covered defect, these ordinary change-of-mind shipping deductions do not apply. In that case we handle your situation under the shipping damage terms in Section 9 or the defects and warranty terms in Section 10.
4. NW IMMERSION COLD TUBS AND CHILLERS
NW Immersion-branded cold tubs and chillers are products we keep in stock. You may request a return within 30 calendar days after delivery. To qualify, the unit must remain unopened, uncrated, unassembled, uninstalled, and unused, and it must be in its original factory crate and packaging.
A fixed 10% restocking fee applies to eligible voluntary returns. You are also responsible for the actual original outbound freight cost and the actual return freight cost. These amounts are deducted from your refund where applicable. If a specific missing-item charge or a necessary re-crating charge applies, we will document it and communicate it to you before we approve your refund.
If your return or remedy is due to an NW Immersion error, eligible shipping damage, or a covered defect, this restocking fee and these freight deductions do not apply. In that case we handle your situation under the shipping damage terms in Section 9 or the defects and warranty terms in Section 10.
5. DROP-SHIPPED PRODUCTS
Most NW Immersion products are drop-shipped, which means they ship directly from the manufacturer or distributor and are not normally stocked by NW Immersion. This includes most saunas, cold plunges, heaters, accessories, and wellness products other than the in-stock items described in Sections 3 and 4.
Eligible drop-shipped items may be returned within 30 calendar days after delivery only if they are unopened, unused, uninstalled, complete, and in their original factory packaging or crate. A fixed 20% restocking fee applies, plus the actual outbound shipping or freight and the return shipping or freight. These amounts are deducted from your refund where applicable, and we provide an itemized breakdown.
If a product is custom, made-to-order, special-order, marked “Final Sale,” a consumable, a replacement part, sauna wood, or a steam generator, or if it has been installed, assembled, or opened where hygiene or quality makes it non-resalable, or is otherwise listed as non-returnable, that exclusion controls and the drop-shipped return terms do not apply.
6. OPENED, ASSEMBLED, INSTALLED, OR USED PRODUCTS
For health, safety, quality, and resale reasons, saunas and cold plunges that have been opened, uncrated, assembled, installed, or used are not returnable. The same applies to heaters, wellness equipment, and other products once they have been installed or used and can no longer be offered as new.
If you experience a functional issue with one of these products, please email support@nwimmersion.com. Functional issues are handled under the applicable product warranty, as described in Section 10.
7. CUSTOM, MADE-TO-ORDER, AND SPECIAL-ORDER PRODUCTS
Custom, made-to-order, and special-order products are not returnable. This includes pre-cut sauna kits, pre-built sauna rooms, Signature Saunas, custom saunas, sauna wood products, and steam generators.
Because these items are prepared specifically for you, the cancellation and deposit terms are disclosed at the time of purchase and those terms control for these products. Please review the product page, quote, or order confirmation for the specific conditions that apply to your build.
8. CLEARANCE, FINAL SALE, CONSUMABLES, AND OTHER NON-RETURNABLE ITEMS
Clearance items are not returnable only when they are clearly marked “Final Sale” before purchase. Discounted items that are not marked Final Sale follow the standard terms for their product type.
Consumables are final sale. Consumables are products that are ingested, applied to the body, or used up in normal use, such as Sauna Salt electrolyte drink mix, sauna scents, and aromatherapy oils. For safety and quality reasons, consumables can’t be returned, exchanged, or refunded, whether opened or unopened, including subscription orders. Once a consumable leaves our control, we can’t verify how it was stored or handled.
The only exception: if a consumable arrives damaged, has a quality problem, or isn’t the item you ordered, email info@nwimmersion.com within 7 calendar days of delivery with your order number and photos. We’ll send a replacement or refund the affected items at no cost to you. We may ask you to dispose of the product instead of returning it.
For hygiene and safety reasons, installed replacement parts and opened personal-contact textiles are also not returnable. Please note that the Sauna Elite Red Light Therapy Panel is covered by its own terms in Section 3, so it is not included in these exclusions.
9. SHIPPING DAMAGE
Freight items are inspected and photographed before they leave the manufacturer, distributor, or our facility, and we ask you to inspect your delivery carefully as well. Please follow this short checklist at delivery:
Inspect the packaging and the product before you sign.
Note any visible damage on the bill of lading or delivery receipt before the driver leaves.
Photograph the packaging and the product, including any damage you find.
Keep all packaging and crating until any claim is resolved.
Report visible or concealed damage within 3 calendar days of delivery for freight deliveries, or within 7 calendar days for parcel deliveries. Freight deliveries arrive by truck on a pallet or in a crate, such as saunas, cold tubs, and chillers. Parcel deliveries arrive by FedEx or UPS as boxed packages. To report damage, email info@nwimmersion.com with your order number, photos, and a brief description.
Please do not refuse the freight simply because the packaging looks damaged, unless product damage is clearly evident or the carrier or NW Immersion directs you to refuse it. For eligible damage, we coordinate the carrier claim and arrange the appropriate replacement, parts, or remedy at no cost to you.
10. DEFECTS AND WARRANTY
If your product develops a defect, NW Immersion Co. remains your first point of contact. For tech support, troubleshooting, or warranty questions, email support@nwimmersion.com with your order number, a brief description of the issue, and photos or a short video. Photos and short videos are extremely helpful, and they help us diagnose the problem faster. We coordinate diagnosis and the covered remedy, which may include repair, replacement, parts, or a manufacturer-supported solution.
Returns for defects are governed by the applicable written product warranty rather than the ordinary change-of-mind return terms and fees in this policy. Warranty coverage and duration vary by product, so please refer to the warranty provided with your item or listed on its product page.
11. REFUSED DELIVERIES
If you refuse a delivery for a reason other than documented damage, a shipping error, or an instruction from NW Immersion or the carrier, we will treat the refused shipment as a return. In that case, the applicable restocking fee and freight costs are deducted from your refund, consistent with the terms for your product type.
12. INSPECTION AND REFUNDS
After we receive your returned item, we inspect it within 5 business days of receipt. If the return is approved, we issue your refund to the original payment method within 5 business days of that approval. Your bank or card issuer may need additional time to post the refund to your account.
When restocking fees or freight costs apply, we provide an itemized breakdown so you can see exactly how your refund was calculated.
13. EXCHANGES
We handle exchanges as an approved return followed by a new order, unless we authorize a direct replacement or exchange in a specific case. If you would like to exchange an item, contact us at info@nwimmersion.com and we will help you choose the best path.
14. WHERE WE ACCEPT RETURNS
We accept returns only for eligible orders that were originally delivered within the United States or Canada. If you have a question about eligibility for your location, please reach out before requesting an RMA.
15. HOW THIS POLICY WORKS WITH PRODUCT-SPECIFIC TERMS
Some products carry their own conditions. Product-page details, quotes, invoices, manufacturer warranties, and signed custom-order terms may include product-specific conditions that differ from the general terms here. Where they conflict, the clearly disclosed product-specific or custom-order terms control, except where applicable law requires otherwise.
16. CONTACT US
We are here to help.
Orders, returns, and shipping damage: info@nwimmersion.com
Tech support, troubleshooting, and warranty: support@nwimmersion.com (photos and short videos are extremely helpful)
Phone and text: (360) 360-6968
Phone, text, and email support: Tuesday through Saturday, 8:30 AM to 4 PM Pacific Time
Showroom: 5305 NE 121st Ave, Ste 407, Vancouver, WA 98682. Open Thursday through Saturday, 10 AM to 4 PM Pacific Time
Website: https://nwimmersion.com
We stand behind every product we sell. If something is not right, contact us first, and we will work with you to make it right.