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Refund and Return Policy

Order Cancellations

Standard Orders

To cancel a standard order at no cost, please reach out to us before your order ships. Contact our customer service agents during business hours at 1-844-670-4946, use the chat feature located at the bottom right corner of our website, or email us at support@komowa.com at any time. We will process your full refund as soon as we confirm the order hasn't left the warehouse.

Custom Orders

Cancellations of custom or made-to-order saunas are not allowed, as these saunas are uniquely crafted or initiated based on your order. Please note, all sales of custom and made-to-order saunas are final.

For these customized saunas, our warranty assures you will receive a product that is fully functional and operational. If you have any doubt about whether your sauna is a custom or made-to-order product, don't hesitate to message or call us for clarification.

Refunds and Exchanges

Standard Exchanges

Should you wish to exchange a sauna or other product, you'll be responsible for covering all related shipping costs.

Return Eligibility

Only defective products due to manufacturer error or freight carrier shipping damage are eligible for 100% return/exchange. Otherwise, due to rising LTL/freight shipping costs and the size and weight of our saunas, outright returns will incur a 25% cancellation fee in addition to return shipping costs. If you are opting for a product replacement, we may be able to assist with some of the associated costs depending on the specific product size and weight.

Damaged Products

If your sauna or other product arrives damaged due to issues with the delivery service, you are entitled to either a full refund or an exchange for an undamaged item at no additional cost to you. To ensure proper handling, please inspect all items upon delivery and report any damages immediately before taking possession of the shipment.

For any further queries, feel free to email us at support@komowa.com or call us at 1-844-670-4946 during business hours.