Refund policy

At Tenet Recovery, 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 designed to ensure the safety and hygiene of all our customers.

1. The 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after the date of delivery to request a return.

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 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 pallet.
  • Proof of Purchase: A receipt or order number is required for all returns.

3. Return Fees & Shipping Costs

Transparency is a core tenet of our business. Please be aware of the following costs associated with "Buyer’s Remorse" returns (e.g., the item doesn't fit your space or you changed your mind):

  • Return Shipping: For heavy freight (LTL) items, the customer is responsible for the actual cost of return shipping. We can assist in scheduling a pickup with one of our trusted carriers (e.g., R&L, Estes, or SAIA).
  • Restocking Fee: Subject to a minimum 15-25% restocking fee depending on the manufacturer will be applied to all returns to cover inspection, repackaging, and warehouse processing. Please see table below.
 Brand Restocking Fee Return Window Who pays returns shipping?
Sunray Saunas 15% 30 Days Customer
Sierra Spa 25% 30 Days Customer
Dios (Kahuna) 25% 30 Days Customer
Heatwave 20% 30 Days Customer

 

Why is there a restocking fee?

Unlike standard retail items (like clothing or electronics), our products are heavy, medical-grade wellness equipment.

  1. Hygiene & Safety: To ensure every customer receives a pristine, sanitary unit, any returned product must go through a rigorous inspection and recertification process by the manufacturer. We never resell used hygiene products as 'New'.
  2. Freight Logistics: Shipping a 400lb sauna requires specialized freight carriers and liftgate services. The restocking fee covers the significant labor and logistics costs required to inspect and restock these large items.

Our Promise: We want you to be 100% happy with your setup. If you have questions about sizing or electrical requirements before you buy, please call us at (650) 457-6546 or use the live chat! We are here to help you get it right the first time.

4. How to Start a Return

To initiate a return, you must first contact us at support@tenetrecovery.com.

  1. Request Authorization: We will provide you with a Return Authorization (RA) number and specific instructions.
  2. Ship to Warehouse: Do not send items to our corporate office. Returns must be sent to the designated manufacturer warehouse provided in your instructions.

5. Damages & Shipping Issues

Please inspect your order immediately upon reception.

  • Visible Damage: If the box is crushed or the "Shock-Watch" indicator is red, you must note this on the delivery receipt before signing.
  • Hidden Damage: Contact us within 24 hours of delivery at support@tenetrecovery.com if you find a defect or damage once unboxed so we can evaluate the issue and make it right.

6. Non-Returnable Items

The following are considered Final Sale and cannot be returned:

  • Custom Orders: Any sauna or plunge built to custom specifications or voltages.
  • Used Hygiene Products: Any item that has been water-filled, assembled, or used in a way that prevents it from being resold as new.
  • Sale Items & Gift Cards: Unfortunately, we cannot accept returns on items purchased during clearance events or gift card balances.

7. Refunds

We will notify you once we’ve received and inspected your return. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.