Returns & Refunds Policy
We aim to make our return process simple, fair, and transparent for every customer while maintaining strict adherence to safety, hygienic seal, and space sizing standards.
Return Eligibility Criteria
Start Your Return
Send an Email
Contact support@auraprosauna.com to notify our team of your return request.
Provide Box Photos
Include your order number and clear photos showing the unopened, factory-sealed condition of the outer box and factory tape.
Follow Guidance
Our support team will verify your photos and guide you through the next steps.
Return Conditions
- ✓ Package must remain completely unopened and factory-sealed
- ✓ Customer is responsible for return shipping costs
- ✓ Products showing opened seals, cut tape, or opened inner boxes will be rejected upon arrival
- ✓ Items must be packed securely for transit back to our warehouse
Return Address
AuraPro Returns Center
221 Placentia Boulevard,
Scarborough, ON M1S 4H5
Canada
Refund Options
Refunds can be issued to your original payment method or as store credit.
Refund Calculation:
Refund = Order Total − (Outbound Shipping Costs + 10% Restocking Fee)
How Refunds Work
- Returned package is inspected upon arrival at our warehouse to verify factory seals are intact.
- Approval or rejection notification is issued following our quality check.
- Upon approval, the net refund is credited to your payment account.
Processing times depend on your financial institution. Please contact support if your refund is delayed beyond 15 business days.
Order Cancellations
Orders can be cancelled free of charge within 1 hour of purchase.
If your order has already been dispatched, it will fall under our standard unopened return policy (refund minus original freight and rerouting charges).
International Orders
- • No free returns or return labels provided for international orders
- • Customer covers all return shipping fees, duties, and taxes
- • Unopened international returns must be completed within 45 days
All original shipping, duties, and handling fees are non-refundable.
Important Sizing & Return Terms
- Dimensions & Space Planning Notice: Precise product dimensions (190 cm height, 100 cm x 112 cm hexagonal footprint) are featured directly on our product page size guide prior to checkout[cite: 4]. Customers are responsible for measuring their available space before ordering. Realizing a product does not fit after opening the package does not qualify for an exception to our unopened return rule.
- Unopened & Factory-Sealed Required: To maintain strict hygiene, health, and transit standards, items must remain completely unopened in their original factory-sealed box. Items that have been opened or unboxed are strictly non-returnable and non-refundable.
- Quality Inspection Rejection: Any package received at our warehouse that has been opened, unsealed, or shows signs of broken tape will be rejected and shipped back to the customer at the customer's expense.
- Valuation & Freight Standard: Refund values are calculated based on the net item cost excluding outbound shipping charges incurred during initial fulfillment.
Fair & Transparent Policy
We strive to provide a smooth and reliable experience while maintaining clean, fair, and transparent service standards.
Shop AuraPro SaunaNeed Help?
Our support team is here to assist you with any dimension questions before placing your order.