Refund & Return Policy

Last Updated: 03-07-2026

At Tenet Recovery, operated by Northside Global LLC, our goal is to provide you with the world’s most effective restoration equipment. Because we specialize in high-ticket, precision-engineered machinery such as SunRay Saunas, Kahuna Massage Chairs, and Cold Plunges, our return process is strictly designed to ensure the safety, hygiene, and structural integrity of the products for all our customers.

1. The 30-Day Return Window

We offer a 30-day return policy. You have 30 days from the date of delivery to request a return. After 30 days, we unfortunately cannot offer you a refund or exchange.

2. Eligibility & Product Condition

To be eligible for a return, your item must meet the following strict criteria:

• Unused & Uninstalled: The item must be in the same condition that you received it. Once a sauna is assembled, a massage chair is used, or a cold plunge is filled with water, it is no longer eligible for return due to hygiene and structural integrity concerns.
  
  
• Original Packaging: The item must be in its original packaging, including all protective foam, straps, and the original shipping pallet.
  
  
• Proof of Purchase: A valid receipt or order number is required for all return requests.

3. Return Fees & Shipping Costs

Northside Global LLC believes in total price transparency. Please be aware that for "Buyer’s Remorse" returns (e.g., the item does not fit your space, or you changed your mind), the following costs apply:

A. Return Shipping

Because our products are heavy freight (LTL) items, the customer is responsible for the actual cost of return shipping. We can assist you in scheduling a pickup with one of our trusted professional carriers (such as R&L, Estes, or SAIA) to ensure the item is handled correctly.

B. Restocking Fees

A restocking fee is applied to cover the labor of inspection, sanitization, repackaging, and warehouse processing. The fee varies by manufacturer:

Why is there a restocking fee?

Unlike standard retail goods, our products are medical-grade wellness equipment. To ensure every customer receives a pristine, sanitary unit, any returned product must undergo a rigorous inspection and recertification process. Additionally, the logistics of moving 400lb+ units require specialized labor and freight services.

4. How to Initiate a Return

To start a return, you must first obtain authorization from our team. Do not ship items back without an RA number.

1. Request Authorization: Email us at support@tenetrecovery.com.
   
   
2. Receive RA Number: We will provide you with a Return Authorization (RA) number and specific shipping instructions.
   
   
3. Ship to Warehouse: Returns must be sent to the designated manufacturer's warehouse provided in your instructions. Do not send items to our corporate office.

5. Damages & Shipping Issues

Because we ship heavy equipment, we ask that you inspect your order immediately upon receipt:

• Visible Damage: If the packaging is crushed or the "Shock-Watch" indicator is red, you must note this on the delivery receipt before signing.
  
  
• Hidden Damage: If you discover a defect or damage after unboxing, contact us within 24 hours of delivery at support@tenetrecovery.com so we can evaluate the issue and resolve it immediately.

6. Non-Returnable Items (Final Sale)

The following items are considered Final Sale and cannot be returned:

• Custom Orders: Any equipment built to custom specifications or custom voltages.
  
  
• Used Hygiene Products: Any item that has been water-filled, assembled, or used.
  
  
• Sale Items & Gift Cards: Items purchased during clearance events or gift card balances.

7. Refund Processing

Once your return is received and inspected at the manufacturer's warehouse, we will notify you of the approval or rejection of your refund. If approved, the refund (minus restocking fees and shipping) will be automatically processed to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to post the funds to your account.

Contact Information

If you have questions about sizing, electrical requirements, or our return policy, please reach out to us before purchasing to ensure you get the right setup the first time.

Tenet Recovery 

Operated by Northside Global LLC
Email: support@tenetrecovery.com
Phone: +1 (650) 457-6546

Address:
245 N Point St
4304
San Francisco, California 94133
United States