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Refund policy

Return and Refund Policy


Effective Date: February 16, 2026

1. Scope and Intent

This Return and Refund Policy applies to purchases made through elementalrestore.com within the United States.

Because many products are large, freight-classified, or manufacturer-built, return eligibility, return windows, fees, and procedures may vary by brand and product type. Please review this policy prior to purchase.

2. Contact Information

Elemental Restore is operated by Kingdom Forge Commerce LLC

For questions regarding returns or refunds, please contact:
Elemental Restore
Email: support@elementalrestore.com
Phone: 1-478-395-7344 

Customer Service Hours:
Monday–Friday, 9:00 AM – 5:00 PM EST

3. Return Eligibility

Return eligibility depends on product type and brand.

3.1 Parcel Shipments (Non-Freight Items)

For eligible parcel items:

  • Return requests must be submitted within 30 days of delivery

  • Items must be:

    • Unused

    • Undamaged

    • In original packaging

    • Complete with all components and documentation

  • Proof of purchase is required

3.2 Freight-Classified Products (Large Wellness Equipment)

Freight-classified products (including but not limited to saunas, cold plunges, hot tubs, and massage chairs):

  • Are considered special-order shipments

  • Return eligibility varies by brand

  • Returns are subject to manufacturer authorization

  • May be non-returnable depending on brand policy

  • Certain brands offer limited return windows (e.g., 20 or 30 days from the shipping date), while others do not accept returns once shipped. Brand-specific terms govern. 

Brand-specific terms govern freight returns. See the Brand-Specific Returns & Warranty Table in Section 3.3.

3.3 Brand-Specific Returns & Warranty Table (Freight Products)

If a conflict exists between this policy and a brand-specific term below, the brand-specific term governs.

SUNRAY SAUNAS

  • Return window: 20 days from shipping date

  • Condition: new/resaleable; original crate/packaging/manuals/accessories required

  • Restocking: up to 25% if returned packaging is damaged/insufficient

  • Customer remorse: customer responsible for original outbound freight + return freight (as applicable)

  • Returns require manufacturer authorization

  • Warranty: manufacturer warranty per model; residential unless otherwise specified; commercial permitted where manufacturer allows

LUXURY SPAS USA

  • Return window: 20 days from shipping date

  • Condition: new/resaleable; original crate/packaging required

  • Restocking: up to 25% for damaged/inadequate packaging

  • Customer remorse: customer responsible for outbound freight and return freight (as applicable)

  • Returns require manufacturer authorization

  • Warranty: manufacturer warranty varies by model; commercial permitted where manufacturer allows

SIERRA SPAS

  • Return window: 20 days from shipping date

  • Condition: new/resaleable; original crate/packaging/manuals/accessories required

  • Restocking: up to 25% may apply

  • Customer remorse: outbound freight + return freight may apply

  • Returns require manufacturer authorization

  • Warranty: 10-2-2 (10-year acrylic shell leaks; 2-year acrylic surface; 2-year major components; 90-day cover/pillows/LED/minor); repair/replacement only; misuse/acts of nature not covered

HEALTHSMART

  • Returns require manufacturer authorization

  • Eligible: unused, original packaging, all accessories included

  • Installed/used units: non-returnable

  • Special restrictions: installed bathtubs final sale; used saunas non-returnable; discounted/floor models final sale

  • Restocking may apply; freight/outbound/return costs may apply for non-defective returns

  • Warranty: manufacturer warranty per model; commercial permitted where manufacturer allows

HELIOS MASSAGE USA

  • Returns require manufacturer authorization

  • Eligible: unused, original packaging

  • Restocking and freight charges may apply

  • Warranty: manufacturer warranty applies; commercial permitted where manufacturer allows

LEISURECRAFT (Canadian Timber Collection Only)
Applies to: saunas, cold plunges, hot tubs, outdoor showers

  • All products are freight-classified special-order items

  • Returns require manufacturer authorization

  • Restocking: 20%

  • Refusal fee: 15% manufacturer refusal fee

  • Refusal + restocking may both apply

  • Customer responsible for outbound freight, return freight, refusal/restocking fees, and handling; refunds may be significantly reduced

  • Warranty (parts-only): saunas 3-year; cold plunges 5-year; hot tubs 5-year; outdoor showers 3-year; labor excluded; misuse/negligence/improper operation voids warranty

MEDICAL SAUNAS

Return window: 30 days from delivery (internet orders only)

Condition: unused and unopened; original packaging, crate, manuals, and accessories required

Restocking: 25% manufacturer restocking fee

Customer remorse: customer responsible for outbound freight and return freight; white glove or upgraded delivery services are non-refundable

Returns require manufacturer authorization

Cancellation: Orders may be canceled within 24 hours of placement and are subject to a 3.89% non-refundable payment processing fee. Cancellations submitted after 24 hours may not be eligible and may incur outbound freight, administrative, or manufacturer charges where applicable.

Non-returnable: used, installed, assembled, custom, commercial, discounted, floor model, or cash/wire purchases; returns requested after the 30-day window

Warranty: manufacturer warranty per model; residential use unless otherwise specified; commercial use permitted only where manufacturer explicitly allows

MEDICAL BREAKTHROUGH MASSAGE CHAIRS

Return window: 30 days from delivery (trial period applies to internet orders only)

Condition: product must be returned in resaleable condition; original pallet, cartons, packaging materials, pads, and documentation required; customer responsible for proper re-packaging and securing shipment for freight pickup

Restocking: 25% manufacturer restocking fee

Customer remorse: customer responsible for outbound freight and return freight; white glove delivery services and optional upgrades are non-refundable

Cancellation: Cancellations submitted within 24 hours are subject to a 3% non-refundable payment processing fee. Cancellations submitted after 24 hours may be subject to non-refundable payment processing fees, outbound freight charges, or administrative costs where applicable.

Returns require manufacturer authorization

Authorized returns must be shipped within 30 days of RMA issuance unless otherwise specified in writing by the manufacturer.

Non-returnable: custom or commercial orders, discounted purchases, cash or wire purchases, or returns requested after the 30-day trial period

Warranty: manufacturer warranty per model; residential use unless otherwise specified; commercial use permitted only where manufacturer explicitly allows; misuse or modification may void warranty coverage

4. Return Process

4.1 Initiating a Return

To request a return:

  • Email support@elementalrestore.com

  • Provide:

    • Order number

    • Product name

    • Reason for return

    • Supporting photos (if applicable)
      Freight returns require manufacturer approval before authorization is issued.

4.2 Return Authorization

If eligible:

  • A Return Merchandise Authorization (RMA) number will be issued

  • Return instructions will be provided

  • Freight returns must follow manufacturer-specific procedures
    Returns sent without prior authorization may not be accepted.

4.3 Preparing the Return

To qualify for a refund:

  • Items must be packaged securely

  • All accessories, manuals, and components must be included

  • Original packaging must be used whenever possible

  • Freight items must remain in original, unassembled condition unless otherwise authorized

4.4 Shipping the Return

  • Authorized returns must be shipped within 7 days of RMA issuance

  • Customers are responsible for using trackable shipping methods

  • Freight returns must comply with manufacturer pickup and freight scheduling procedures

5. Return Shipping Costs

Parcel items:

  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Freight items:
Customers may be responsible for:

  • Return freight charges

  • Manufacturer restocking fees

  • Administrative handling fees

  • Storage fees (if applicable)

  • Original outbound freight deductions (for customer-remorse returns, where brand policy allows)
    Freight return costs may be substantial due to product size and logistics.

6. Specific Return and Refund Conditions

6.1 Change of Mind Returns

Parcel items:

  • Must be unused and in original packaging

  • Subject to applicable restocking fees where required

Freight items:

  • Subject to manufacturer authorization

  • May incur restocking and freight charges

  • Some brands do not permit change-of-mind returns once shipped

  • Where permitted, return windows may be measured from shipping date (brand-controlled)

  • Return windows for freight products are measured exactly as defined by the brand (for example, from shipping date or from delivery date), and the brand-specific term controls.

6.2 Defective or Damaged Products

Parcel shipments:

  • Report within 7 days of delivery

  • Provide photos and documentation

Freight shipments:

  • Must follow inspection procedures outlined in the Shipping Policy

  • Visible damage must be documented at delivery (BOL notation required)

  • Visible damage must be reported within 48 hours

  • Concealed/internal damage timelines vary by brand (e.g., within 3 business days where specified)
    We coordinate repair, replacement, or claim resolution in accordance with manufacturer policies.

6.3 Incorrect Product Received

If you receive an incorrect product:

  • Notify us promptly

  • Provide photos of the item and packaging
    We will coordinate return and replacement at no cost to you (where applicable).

6.4 Product Never Arrived

If your shipment does not arrive:

  • Contact us after the estimated delivery window
    We will initiate a carrier investigation. If confirmed lost, we will coordinate replacement or refund as appropriate.

6.5 Order Cancellation

Before shipment confirmation:

  • Orders may be cancelled without penalty.

After production or freight scheduling begins:

  • Cancellation may not be possible

  • Manufacturer administrative fees may apply

  • Brand-specific cancellation rules may override general terms

  • For certain freight-classified or manufacturer-direct items, cancellations after 24 hours from order placement may be treated as final sale or may be subject to non-refundable payment processing fees, restocking fees, or outbound freight costs, where permitted by the brand’s terms.

7. Final Sale Items

The following items are non-returnable and non-refundable:

  • Custom-built or made-to-order products

  • Installed or assembled units

  • Used products

  • Products showing signs of installation or use

  • Discounted or clearance items

  • Floor models

  • Freight products refused at delivery (unless refusal is due to documented transit damage)

Freight refusal may result in:

  • Return freight charges

  • Manufacturer restocking fees

  • Administrative fees

  • Storage charges

  • Outbound freight deductions

Refusal of delivery for reasons unrelated to documented transit damage will be treated as a voluntary return and may be subject to return freight, restocking, refusal, and administrative charges.

8. Restocking Fees

Restocking fees vary by brand and product type.

Freight-classified products may be subject to:

  • Manufacturer restocking fees of up to 25% of the product price (where permitted by brand policy)

  • Refusal fees

  • Return freight charges

  • Packaging condition penalties (where applicable)

Restocking and related fees are deducted from approved refunds.

9. Refunds

9.1 Refund Conditions

Refunds are issued after:

  • Return authorization approval

  • Product inspection (if applicable)

  • Manufacturer confirmation (for freight items)
    Items must meet eligibility criteria outlined in Section 3.

9.2 Refund Processing

  • Refunds are issued to the original payment method

  • Processing typically occurs within 10–14 business days after approval

  • Financial institutions may require additional time to post funds
    HSA/FSA reimbursement status does not override brand return terms. Refunds are issued to the original payment method only.

9.3 Partial Refunds

Partial refunds may apply in situations including:

  • Returned items missing components

  • Damage due to customer handling

  • Packaging damage affecting resale condition

  • Fees permitted under brand policy (restocking, refusal, freight deductions)

10. Exchanges

Exchanges are available for:

  • Defective products

  • Incorrect items

Change-of-mind exchanges are treated as returns and new purchases, subject to brand policies.

11. Legal Rights

This policy does not affect any statutory rights applicable under U.S. law.

12. Agreement

By placing an order on elementalrestore.com, you acknowledge and agree to the terms of this Return and Refund Policy, including brand-specific return terms where applicable.

Elemental Restore
support@elementalrestore.com
1-478-395-7344