Refund policy
Our cold plunges and infrared saunas are large, made-to-order wellness units shipped directly by freight. Because of this, all sales are final, with one important exception: units that arrive damaged or defective.
We know that's a firm policy on a significant purchase, so here's the reasoning, and exactly how we handle the situations that do come up.
Damaged or defective units
If your unit arrives damaged or defective, we'll make it right.
Please inspect your delivery carefully before signing for it. If you see visible damage to the crate or unit, note it on the delivery paperwork and photograph it before the carrier leaves. Then contact us at hello@stonehavenrecovery.com within 7 days of delivery with:
- Your name and order number
- A description of the issue
- Photos or video of the damage or defect
Once we've reviewed and verified the issue, we'll arrange a repair, replacement of parts, or a full replacement at no cost to you. For damaged or defective units, we cover all related shipping.
Why all sales are final
These aren't impulse purchases, and we don't treat them that way. Every order includes a complimentary setup consultation to help you get the most from your unit, and we're always glad to help you choose the right product for your space and needs before you buy.
If you're unsure whether a product is right for you, reach out before you order — by email at hello@stonehavenrecovery.com or through live chat on our site. We'd genuinely rather help you decide well, even if that means deciding not to buy, than have you end up with something that isn't the right fit.
Refunds
In cases where a refund is approved — such as a verified damage or defect claim, or an eligible pre-shipment cancellation — we'll notify you once it's processed. Approved refunds are issued to your original payment method within 5–10 business days. Please note it can take additional time for your bank or card issuer to post the refund.
If more than 15 business days have passed since we confirmed your refund and you haven't received it, contact us at hello@stonehavenrecovery.com and we'll look into it.