Ganza Return Policy



  1. Window
    You may request a return within 30 days of the delivery date on the BOL or delivery receipt. Day 1 is the delivery day. After day 30 the sale is final. 

    Email ddownson1@gmail.com with the order number before you ship anything back. A return without a Ganza return authorization (RMA) is refused at the dock.
  2. What can come back
    The item must be unused, uninstalled, and in the original packaging, with all manuals, hardware, and accessories. We inspect on receipt. A unit that was assembled, wired, plumbed, or set in place is not a return.
    – Stock saunas and stock wellness goods in original cartons: eligible.
    – Wrong item, missing part we failed to ship, or a confirmed defect: eligible. We cover the fix. See section 5.

  3. What cannot come back
    – Special-order, custom finish, custom size, or made-to-order goods.
    – Clearance, floor model, or final-sale items.
    – Installed, assembled, used, or outdoor-stored product.
    – Goods missing packaging, glass, heaters, controls, or hardware.
    – Damage caused after a clean delivery. That is not a return.

  4. Change of mind
    If you no longer want a stock item and it meets section 2, we accept the return under these terms:
    – 20% restocking fee on the product price. Shipping you already paid is not refunded.
    – You pay return freight. Saunas move by LTL or a Ganza truck. Parcel drop-off is not available.
    – You book the carrier, or we book it and deduct the freight from the refund. Get the quote before you commit.
    – The return must be on a pallet, carton-sealed, and photographed before pickup. Note the RMA on the BOL.

    We refund the product price minus the restocking fee and any return freight we advanced, after the unit passes inspection at our facility. Refunds go to the original payment method within 10 business days of a passed inspection.

  5. Our error or a defect
    Wrong item, missing component we should have shipped, or a defect present on arrival: email ddownson1@gmail.com within 30 days of delivery. Shipping damage and concealed freight damage still follow the Shipping Policy — note it on the BOL, or report it within 5 business days. 

    Send photos and the order number. We choose repair, replacement part, replacement unit, or refund. If the goods have to come back, Ganza pays the return freight and there is no restocking fee. Do not ship a defective unit back until we issue the RMA and the pickup.

  6. How to start a return
    – Email ddownson1@gmail.com. Subject line: Return — order number.
    – Include the order number, item, reason, and photos of the unit and the cartons.
    – Wait for the RMA. We answer on business days.
    – Ship only after the RMA. Returns without it are refused.
    – Keep the return BOL. Risk of loss on a change-of-mind return stays with you until we sign for the freight.

    Our customer service team will assist you promptly and confirm whether the return is approved, what it will cost, and how the pickup will run.

  7. Inspection
    We inspect within 5 business days of the return arriving. If the unit fails section 2 — used, installed, incomplete, or repacked poorly — we can refuse the refund and return the freight to you at your cost, or accept it at a higher restocking fee. We will tell you which before we do either.

  8. Cancellations
    Cancel before the order ships and we refund the order in full. Once freight is tendered to the carrier or loaded on a Ganza truck, the order is in transit and the return rules above apply. A refused delivery is treated as a return: return freight, any carrier attempt fees, and the restocking fee come off the refund.

  9. Contact
    Ganza customer service
    ddownson1@gmail.com

Frequently Asked Questions

When will my order ship?

In-stock orders are processed and shipped within three business days of cleared payment. Business days are Monday through Friday, excluding U.S. federal holidays. An order placed on a weekend or holiday begins the following business day. Made-to-order pieces ship on the date stated in your order confirmation.

How are saunas shipped?

Ganza ships by LTL freight or by Ganza truck. We select the method based on the order and the destination. These products are not shipped by parcel carrier. Where a residence has no loading dock, a liftgate or residential delivery fee may apply and will be shown before the order is confirmed.

Is the delivery date guaranteed?

Delivery timing is an estimate assigned by the carrier, or by our dispatch team, after the order leaves our facility. Freight is typically scheduled by appointment. An adult aged 18 or older must be present to receive the shipment, inspect it, and sign the bill of lading.

Will the driver bring the sauna into the room?

Delivery is to the threshold or the first dry area the driver can safely reach. Placement up stairs, through narrow halls, or into a finished room is not included unless that service was purchased in writing. Please confirm access before the delivery date.

What should I do if the packaging is damaged?

Please inspect the shipment before the driver leaves. If you see crushed corners, torn cartons, broken glass, or other visible damage, note it in specific terms on the bill of lading before you sign. A general note such as “subject to inspection” is not sufficient. Photograph the freight, each damaged face of the carton, and the signed bill of lading. If the damage is severe, you may refuse the shipment. Please email us the same day.

What if damage is found after delivery?

If the cartons appeared intact and damage is discovered afterward, email ddownson1@gmail.com within five business days of delivery. Include your order number, photographs of the packaging and the damaged item, and a copy of the bill of lading if available. Please retain the product and the packaging until the matter is closed, and do not install a damaged unit. Our customer service team will assist you promptly.

May I return a product?

Stock items may be returned within 30 days of the delivery date if they are unused, uninstalled, and in the original packaging, with all hardware and accessories. Please request a return authorization before shipping anything back. Returns without authorization cannot be accepted. Custom and special-order goods are final sale.

What are the costs of a return?

If you no longer wish to keep a stock item, a 20 percent restocking fee applies to the product price, and return freight is the responsibility of the customer. Original shipping charges are not refunded. If we sent the wrong item, omitted a component, or confirmed a defect, there is no restocking fee and Ganza arranges the return freight.

May I cancel an order?

An order may be cancelled for a full refund before the freight is tendered to the carrier or loaded on a Ganza truck. Once the shipment is in transit, the return terms apply. A refused delivery is treated as a return.

What does the warranty cover?

Ganza provides a limited manufacturing warranty of one year from the delivery date, covering defects in material and workmanship under normal residential use. The remedy is a replacement part, shipped within the United States. Labor, installation, and site visits are not included. The warranty is extended to the original purchaser and does not transfer.

The wood does not match the photograph exactly.

Wood is a natural material. Grain and tone vary from piece to piece and may shift slightly with heat and humidity. This is characteristic of the product and is not considered a defect or a warranty claim.

Is a Ganza sauna a medical device?

No. Our saunas are designed for residential wellness use. Nothing on this site is a medical claim, and a sauna is not a treatment.

Who is responsible for installation?

Installation is the responsibility of the purchaser, unless installation was purchased from Ganza in writing. Please confirm that the product fits the room and meets the applicable electrical, ventilation, and code requirements before ordering.

How do I reach customer service?

Email ddownson1@gmail.com with your order number in the subject line. We respond on business days.