EmotionWalls Thermo-Ash, Trail 23, Wall Panel

SilverLineSauna Return Policy

This policy applies to all brands except those listed below on our return policy page.

Silver Line Sauna asks that you report any and all shortages, damages, or defects of products within 14 days of receipt. We would like to inform you that no returns will be accepted without prior approval. Returns must have an assigned Returned Goods Authorization number and be returned to the manufacturer within 60 days of us accepting the Return Request. All call tags are issued through UPS. You will have 30-days to report buyer's remorse based returns. However, the customer is reponsible for the return shipping on buyer's remorse based returns. Furthermore, a restocking charge ranging from a minimum of 15% up to 30%, may be applied to some buyers remorse returns as determined by our return department upon receipt of the item.

For more information on our returns and refunds policy please click here. 

We value your satisfaction and want to ensure a smooth return process. Please review our updated refund policy below:

1. Return Timeframe: We kindly request that all return requests be made within 24 hours of the delivery date.

2. Canceled or Refused Orders: In the event that an order is canceled or refused after it has been shipped, there may be restocking fees and return shipping fees applied.

3. Accuracy of Shipping Information: It is the responsibility of customers to provide accurate shipping information. In the event of a failed delivery due to an incorrect address or phone number, restocking fees will be applicable.

4. Restocking Fee: All returns will be subject to a minimum restocking fee of 25%.

5. Eligibility of Returned Products: Only unused products in their original packaging, including the box and pallet, are eligible for return. Installed or used products cannot be returned.

6. Custom-Made or Made-to-Order Products: Please note that custom-made or made-to-order products cannot be returned or canceled once they have been ordered.

7. Cancellation of Unshipped Products: Unshipped products follow our cancellation policy, which is detailed below.

To Request a Refund: To initiate a refund request, please send an email to info@silverlinesuana.com, including your order number. Our team will promptly provide you with the necessary authorization form and return shipping address.

We appreciate your understanding and cooperation in adhering to our revised refund policy. If you have any further questions or concerns, please don't hesitate to reach out to us.

Refund Processing:

We strive to process refunds in a timely manner. Once our warehouse receives, inspects, and restocks the product, refunds will be issued. The refunded amount will be credited back to the original payment method used during the purchase. Please allow 3-7 business days for the refund to appear on your statement. Please note that restocking fees are non-refundable.

Return Policy:

We want you to be satisfied with your purchase. Unused, uninstalled, and resellable products in their original packaging can be returned for a refund within 30 days of delivery, unless otherwise specified. To request a return authorization, please send an email to info@silverlinesuana.com, providing your name, order number, and explanation for the return. The item(s) must be returned in new condition, including all parts and the original packaging. The cost of return shipping will be the responsibility of the buyer. A restocking fee of 25% will be deducted from the refund amount to cover the original shipping and handling costs.

Once we receive and inspect the items to ensure they are in new condition, a refund will be issued to the original payment method.

Please note that customers are responsible for return shipping fees. Certain products may not be eligible for return due to manufacturer restrictions. For specific information regarding the return eligibility of your product, please contact us directly.

Cancellation Policy:

You have the option to cancel your order free of charge before it ships (exceptions may apply, such as custom orders). However, custom or made-to-order products cannot be canceled or refunded.

If you need to cancel an order, please contact us as soon as possible at 888-827-2862, via chat, or email info@silverlinesuana.com.

Agreement:

By making a purchase from our store, you acknowledge and agree to the following:

• Inspect the package upon delivery and report any damage with accompanying photos within 24 hours.
• You are responsible for the cost of return shipping and any additional fees associated with refunds or exchanges.
• Products must be returned in unopened and unused condition, and restocking fees may apply.
• Orders that have already left the warehouse are not eligible for full refunds.
• Returned orders may be subject to return and restocking fees.
• In the event of damages, please report them within 24 hours of delivery by sending photos and a description to info@silverlinesuana.com. We will initiate a claim on your behalf, and resolution typically involves replacing the damaged part(s).
• Warranty terms vary depending on the manufacturer. Please refer to the individual product pages for specific details.
• Prior to filing a chargeback, please contact us to resolve any issues. Fraudulent chargebacks will be treated as theft.

If you have any further questions or require assistance, please reach out to us at info@silverlinesuana.com .

By using the site, you indicate your agreement to these terms of use. If you do not agree, please refrain from using the site.

At Silver Line Sauna, we are committed to offering our customers the best prices on the products they need. If you find a lower price on an identical product at another retailer including all shipping and fees, we'll match that price. Simply present to us a photo, phone display, or app reflecting the lower price and we'll take care of the rest. Please note that price match requests must be made within 14 days of your purchase and the product must be in stock at the competitor's store. Our price match guarantee does not apply to clearance or closeout items, or to prices from online marketplaces or auction sites. Additionally, we will honor this policy for the brands we carry on our website. The guarantee does not include installation labor, discontinued, clearance, refurbished, used or damaged items. This cannot be combined with other discounts.

Our 100% Price Match Guarantee has the following restrictions:

• Promotions such as rebates and buy one, get one free offers are not eligible.
• We cannot price match items that are out of stock.
• The website can not be a discounter or auction website (ie; eBay, overstock, etc..)
• The competitor must be an Authorized Retailer of the item you have purchased
• The Price Match Guarantee will be calculated based on item price, sales tax, and shipping charges.
• Price Matches do not apply for exchange orders.

Our Backorder Policy is designed to provide you with the most up-to-date information on the availability of our products and the steps we take to minimize any delays in fulfilling your order.

When an item you have ordered is out of stock or on backorder, we will notify you via email or telephone with an estimated availability date. You will have the option to wait for the item to become available or to cancel your order.

If you choose to wait for the item to become available, your order will be shipped as soon as the item is back in stock. If you choose to cancel your order, we will process a full refund.

We make every effort to ensure that our inventory is accurate and up-to-date, but there may be times when an item is unexpectedly out of stock or on backorder. If this happens, we will notify you as soon as possible and work with you to find a suitable solution.

We are unable to guarantee the availability of any item, and we will not be held responsible for any delays or inconvenience caused by a backorder.

We highly encourage our customers to contact us if there is an urgent request or a specific date requirement and we will do our best to expedite the process or suggest alternative products.

Please note that this Backorder Policy is subject to change without notice and that we reserve the right to cancel or refuse any order for any reason.

Shipping & Handling Policy for all Brands

An "Order Confirmation" email confirming our receipt of your order will be sent to you as soon as you place it.

We check with our suppliers to see if your order is in stock and ready to ship right away. The majority of pre-made saunas and accessories are available for shipping right away, however custom saunas take longer.

Your order will ship as soon as your order is accepted and your money has been received (unless it is a special case sauna as mentioned above). On the day your order ships, we will email the tracking information to the email address you provided during checkout.

All saunas are delivered in a 53-foot semi-truck with a single driver, who will unload the pallet to your curbside or driveway only.

Due to the unique nature of many of our saunas, many may require at least 3–4 weeks before they are ready to ship; if the sauna is especially specialized or personalized, this time frame may be extended.

Sauna accessories and readymade saunas (like infrared) are the exceptions, and if they are in stock, they should be delivered 7-10 business days after payment is received.

Shipping of just accessories will have a $55.00 flat shipping fee

For more information be sure to check out our full Shipping & Handling Policy.

• Sauna Barrels & Cabins: Shipping included or flat rate in the contiguous 48 states; details on the product page.
• Enhanced Packaging: Sauna and steam items have specialized packaging to prevent damage; customers can refuse damaged items or note concealed damage.
• Ground Shipping for MAP Products: Shipping included for products at Minimum Advertised Price (MAP), except for stones.
• Stone Shipping Costs: Ranges from $25 to $50 per box in the US; “stones only” orders subject to limitations during shortages.
• LTL Freight Shipping: Requires careful consideration; free LTL shipping on MAP items may lead to losses. Freight costs for items like the Harvia M3 can be high. Dealers may pass all or part of this cost to customers.
• Variable Rates: Actual shipping costs determined at the time of shipping; hard-to-reach areas may incur higher fees.
• Estimated Shipping Ranges Provided: For sauna heaters and steam generators, including LTL freight charges, pallet, and packaging solutions.

• Returns accepted for new and uninstalled items within 30 days of purchase.
• To initiate a return, contact info@silverlinesauna.com for a Return Authorization (RA) number.
• For returns due to damage, include pictures and note if damage was observed upon delivery.
• Silver Line Sauna covers shipping costs for returns resulting from shipping damage or company error.
• No restocking fee is charged for customer-initiated returns.
• Returns should be insured and shipped back using the original shipping method (Ground or LTL).
• Items are inspected for damage upon return to Silver Line Sauna.
• Full credit is issued for undamaged returns, minus new boxing fees (~$20-$50, depending on the product).
• If the product is returned damaged, the customer is advised to file a claim with their shipper.