Returns & Refund Policy
At Lume & Timber, we stand behind the quality of our home infrastructure. Because of the specialized nature of our products, we adhere to a strict return protocol to ensure the integrity of our inventory and the safety of our customers.
1. 30-Day Return Window
Returns must be initiated within 30 days of delivery. To be eligible, the unit must be unassembled, in its original crate/packaging, and in the same condition that you received it.
2. Restocking Fees & Freight Costs
For "Buyer’s Remorse" returns (e.g., it doesn't fit the space, changed mind), the customer is responsible for return freight shipping costs plus a 20% restocking fee. These fees are deducted from your final refund to cover the specialized logistics and inspection of high-ticket infrastructure.
3. Non-Returnable Items
- Saunas that have been fully assembled or used.
- Opened consumable pods, essential oils, or cleaning kits.
- Items marked as "Final Sale" or "Custom Infrastructure."
4. Damaged or Defective Items
If your unit arrives damaged and you noted this on the Bill of Lading (BOL) at the time of delivery, we will ship replacement parts or a full replacement unit at zero cost to you. Please email support@lumeandtimber.com with photos of the damage within 24 hours.
5. Refund Process
Once your return is received and inspected at our US warehouse, we will notify you of the approval or rejection of your refund. Approved refunds are processed back to the original payment method within 5–7 business days.