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Refund policy

Return and Refund Policy

Effective Date: February 12, 2026

Return shipping costs and restocking fees may be deducted from approved refunds. See Sections 5 and 6 below.

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Caldera Sauna website located at  www.calderasauna.com 

 

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

           Unit #A3592

          Casper, WY 82601

  • Hours: Monday to Friday, 9 AM to 5 PM EST.

 

3. Return Eligibility

Customers in the US have the right to cancel their purchase and return the product within 30 days of receipt without providing any reason, subject to the conditions outlined below.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.

  • Original Packaging:  The item must be in the original packaging, with all labels and tags attached.

  • Proof of Purchase: A receipt or proof of purchase is required.

 

4. Return Process

4.1 Initiating a Return

To initiate a return:

  1. Contact Customer Service:

  1. Return Authorization:

  • After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

  1. Package the Item Safely:

    • Securely pack the item in its original packaging.

    • Ensure all accessories, manuals, and free gifts are included.

  1. Include Documentation:

  • Include the return authorization form and any necessary supporting documents or images.

  1. Attach Shipping Label:

  • Download and print the return shipping label provided in our email.

  • Affix the label to the outside of the package.

4.3  Shipping the Return

  • Ship the package within 7 days  of receiving the return authorization.

  • Use a trackable shipping method to ensure your package arrives safely.

  • Return Window: Ship the item within  7  days after receiving the return authorization.

 

5. Return Shipping Costs

  • Customer Responsibility:

  •  All return shipping costs are the responsibility of the customer

6. Restocking Fees

  • Unless otherwise stated on the applicable product page or in brand-specific return terms, approved returns are subject to a 20% restocking fee. Certain brands or products may have a different restocking fee, which will be disclosed before purchase. 

7. Specific Return and Refund Conditions

7.1 Returns Due to Change of Mind

  • Eligibility:

    • Items must be unused, undamaged, and in original packaging.

    • Return request must be made within 30  days of receipt.

  • Refund:

    • A refund will be issued to the original payment method, minus return shipping costs and the applicable restocking fee described in this policy.

7.2 Defective or Damaged Goods

  • Notification:

    • Contact us within 48 hours of receiving the item.

  • Documentation:

    • Provide photos or videos of the defect or damage.

  • Resolution:

    • We will offer a replacement or a full refund, including return shipping costs.

7.3 Incorrect Product Received

  • Notification:

    • Inform us immediately upon receipt.

  • Resolution:

    • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

7.4 Product Never Arrived

  • Notification:

    • Contact us if your product does not arrive within the estimated delivery time.

  • Resolution:

    • We will initiate an investigation with the carrier.

    • If the product is confirmed lost, we will offer a full refund or send a replacement product.

7.5 Order Cancellation

  • Before Shipment:

    • You can cancel your order for a full refund if it has not yet been shipped.

  • After Shipment:

    • If the order has already been shipped, please follow the return procedure after receiving the product.

 

8. Exceptions to the Return Policy

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

  • Custom or Personalized Products:

    • Items made to your specifications or clearly personalized.

    • Gift Cards 

 

9. Refunds

9.1 Refund Conditions

  • Approval:

    • Refunds are issued after we receive and inspect the returned item.

  • Notification:

    • We will notify you via email regarding the approval or rejection of your refund.

  • Condition:

    • Items must meet the return eligibility criteria outlined in Section 3.

9.2 Refund Processing

  • Method:

    • Refunds will be processed to the original payment method used at the time of purchase.

  • Time Frame:

    • It may take up to 14 days  for the refund to appear in your account, depending on your bank or credit card issuer.

9.3 Partial Refunds

Partial refunds may be granted in certain situations:

  • Condition Issues:

    • Items not in original condition, damaged, or missing parts for reasons not due to our error.

  • Late Returns:

    • Items returned more than 30  days after delivery.

 

10. Exchanges

  • Eligibility:

    • We replace items if they are defective, damaged, or incorrect.

  • Process:

  • Shipping Costs:

    • For defective or incorrect items, we cover the shipping costs.

    • For exchanges due to a change of mind, customers are responsible for shipping costs.

 11. Timelines

  • Return Window:

    • Returns must be reported and shipped within 30 days of receiving the product.

  • Return Processing:

    • After receiving and inspecting the returned item, we will process the refund within 14 days.

  • Refund Period:

    • It may take up to 14 days for the refund to appear in your account after approval.

 

12. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

 

13. Questions and Support

For more information, please:

 

Note:  By making a purchase on our Website, you agree to this Return and Refund Policy.

Caldera Sauna
Caldera Sauna is operated by BALALAH LLC
312 W 2nd St, Unit A3592
Casper, WY 82601
United States

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Brand by Brand Policies 

Golden Designe Returns

TERMS AND CONDITIONS OF SALE

Liabilities
Golden Designs Inc. (NA) and any of its subsidiaries and/or associates shall not be held responsible for any misuse of its products by the customer. Golden Designs Inc. (NA) shall not be held liable for any damage and/or injury caused by customer misuse of product.

Golden Designs Inc. (NA) and any of its subsidiaries and/or associates do not provide medical guidance or diagnosis. It is always recommended that you contact your physician for advice.

Cancellation and Return Policy
Buyer may cancel and return the goods to Seller, subject to the terms and conditions of this policy. Buyer shall assume all risk of loss associated with the return as well as shipping, handling, restocking and other fees, costs and expenses as described in this policy. Orders must be cancelled within 24 hours of purchase and all returns must be processed within 30 days of delivery.

Seller reserves the right to refuse to refund any deposit or payment, or cancel any payment due, and any owing until such time as Seller a) is in receipt of the goods b) has inspected the goods and c) in the Sellers discretion, has found the goods to be free of damage. All refunds will be provided within 5 business days once the product has been returned to the warehouse and inspected for damage.

All returned goods must be pre-approved by Seller with return merchandise authorization (RMA) number. All returned goods must be in new and unused condition, and in their original packaging. Seller may refuse to refund all or any portion of any payment, or cancel payment due and owing if the Buyer fails to fully comply with or violates the terms and conditions of this policy.

Shipping, Handling and Restocking Fees
All cancelled orders and/or returned goods shall be subject to the following: a) storage fees and costs associated with routing the goods; b) handling and restocking fee of 20% of the total purchase for each sauna; c) all shipping costs to and from the Seller, and; d) a return merchandise authorization (RMA) number provided by Seller. Buyer’s failure to obtain the RMA number shall result in Seller not accepting any returned shipment and Buyer paying all costs and fees. All such costs and fees as determined by Seller shall be paid by Buyer to Seller upon demand by Seller.

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Orivon Wellness Refund & Return Policy

At Caldera Sauna, we take pride in offering premium Orivon Wellness products designed for exceptional performance, durability, and long-term enjoyment. Customer satisfaction is important to us, and we are committed to providing a fair and transparent return process.

1. Returns and Refunds

Refunds are processed and will appear in your account within 30 days. If you need any assistance, our customer support team is always available to help.

1.1 Non-Defective Products

All Sales Final

Returns are accepted only for products that are verified to be defective or damaged upon delivery.

Important Note

This policy does not affect any rights you may have under applicable consumer protection laws.

1.2 Defective Products

If you receive an Orivon Wellness product that is defective or arrives damaged, please contact us within 7 days of delivery to initiate a return, replacement, or warranty claim review.

Contact Information

Email: Support@calderasauna.com
Phone: +1 (205) 671-4739

Available Resolutions

Upon verification of the defect, one of the following solutions may be offered:

  • Repair of the defective item
  • Replacement with a new item
  • Refund of the original purchase price

Refund Processing Time

Approved refunds are processed and will appear in your account within 30 days.

2. Inspection Process

Verification Required

All claims relating to defective or damaged products must be reviewed and verified before a refund, repair, or replacement can be approved.

Information We May Request

To assist with the evaluation process, we may request:

  • Photos of the product and packaging
  • Video evidence demonstrating the issue
  • A description of the defect or damage
  • Proof of purchase

Next Steps

Once the information has been reviewed, our team will provide detailed instructions regarding the appropriate resolution and any required return procedures.

3. Non-Eligible Items

Exclusions

The following situations are not eligible for return, repair, replacement, or refund:

  • Damage resulting from misuse, abuse, neglect, or improper installation
  • Damage caused by failure to follow manufacturer instructions
  • Normal wear and tear from regular use
  • Products that have been altered, modified, or repaired by unauthorized parties after delivery

Important

Items falling within these exclusions are not eligible for returns, repairs, replacements, or refunds.

4. Final Sale and Exchanges

Final Sale

All sales are considered final unless the product is determined to be defective or damaged upon delivery and verified through our inspection process.

Exchanges

Exchanges are not available for non-defective products.

5. Legal Rights

Consumer Protection Rights

Nothing in this policy limits or excludes any rights available to consumers under applicable laws and regulations.

Manufacturer Warranty

Any manufacturer's warranty provided with an Orivon Wellness product is separate from and in addition to your legal consumer rights.

Contact Us

If you have any questions regarding this Refund & Return Policy or need assistance with a recent order, please contact the Caldera Sauna support team.

Caldera Sauna Customer Support

Phone: +1 (205) 671-4739
Email: Support@calderasauna.com

Business Hours:
Monday – Friday
9:00 AM – 5:00 PM EST

Thank you for choosing Caldera Sauna. We appreciate your trust in us as a retailer of premium Orivon Wellness products and are committed to providing exceptional customer service before, during, and after your purchase.

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