Refund policy

At Home Sanctuary Pro, we stand behind the elite quality of our therapeutic saunas, pool equipment, and advanced recovery systems. Because our products are large, heavy, and ship via specialized freight, returns and cancellations incur significant logistical costs.

Please review our policy carefully before completing your purchase.

1. 30-Day Return Window

Eligibility: You have 30 days from the date of delivery to request a return.

Condition Requirements: To qualify for a return, the item must be completely unused, unassembled, unaltered, and in its original packaging, securely strapped to the original shipping pallet. We cannot accept returns for items that have been partially or fully assembled, or items missing their original crates/boxes.

Exclusions: Custom-built configurations, specialized commercial orders, or items explicitly marked as "Final Sale" on the product page are non-returnable.

2. Return Shipping & Restocking Fees

Because moving heavy infrastructure requires significant logistics management, the customer is responsible for the following costs on all standard remorse returns:

Restocking Fee: A standard 20% restocking fee will be deducted from your total refund amount to cover warehouse inspection, processing, and restocking protocols mandated by our manufacturing partners.

Return Freight Shipping: The actual cost of the return freight shipping will be deducted from your refund. Home Sanctuary Pro will coordinate the freight carrier pickup, but the transit costs are entirely the responsibility of the customer.

3. Strict Cancellation Policy

We pride ourselves on fast order processing to get your system to you as quickly as possible.

Before Shipment: You may cancel your order for a full refund within 24 hours of purchase, provided the item has not yet been staged or picked up by the freight carrier at the manufacturer's warehouse.

After Shipment / In Transit: Any cancellation requested after the product has shipped or left the manufacturing facility is legally treated as a return. You will be responsible for the original outbound freight charges, the return freight charges, and the 20% restocking fee, even if the shipment has not yet arrived at your property.

4. Damages and Defects

Transit Damage: If your item arrives damaged, please follow the steps outlined in our Shipping & Freight Delivery Policy by noting the damage on the driver's Bill of Lading or refusing the shipment. Damaged items reported correctly upon delivery will be repaired or replaced at no cost to you.

Manufacturer Defects: If your product has an internal component defect or mechanical issue upon installation, it is fully covered under the manufacturer's robust factory warranty. Contact us at sales@homesanctuarypro.com and we will immediately initiate a warranty claim to ship replacement parts or dispatch a certified field technician to your location.

5. Refund Processing

Once your return is received, inspected, and approved by the manufacturer’s warehouse team, we will send you an email notification.

Approved remorse returns and transit cancellations will be credited back to your original method of payment—minus the 20% restocking fee, return freight shipping, and original outbound freight charges (where applicable)—within 5 to 7 business days of warehouse check-in.

(Note: Restocking fees and freight deductions do not apply to approved manufacturer defect or transit damage claims successfully processed under Section 4).