Returns, Refunds & Cancellations

NW Immersion Co. | Sauna & Cold Plunge

Thank you for choosing NW Immersion Co. This policy explains how returns, refunds, and cancellations work for orders placed with us. We have written it to be clear and fair, so you know what to expect before, during, and after your purchase. Terms differ by product type, so please read the section that matches your item.

Download the printable policy (PDF)

At a Glance

Here is a quick summary of the terms that matter most. The full details, including the conditions for each product type, 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.

Shipping Damage

Inspect before you sign, note visible damage on the delivery receipt, and report damage within 7 calendar days of delivery.

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.

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 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 contact us. 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, 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.

For hygiene and safety reasons, the following are also not returnable: installed replacement parts, opened consumables and aromatherapy oils, and opened personal-contact textiles. 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 7 calendar days of delivery by emailing 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. 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.

Email: info@nwimmersion.com
Hours: Tuesday through Saturday, 8:30 AM to 4 PM Pacific Time
Website: https://nwimmersion.com

NW Immersion Co. is committed to resolving issues fairly and clearly, and we appreciate the opportunity to make your experience a good one.