Terms and Conditions



  1. Agreement
    These Terms and Conditions are a contract between you and Ganza (“Ganza,” “we,” “us”). By using the site, creating an account, or placing an order, you agree to them. If you do not agree, do not use the site and do not order. The Shipping Policy and the Return Policy are part of these terms. If a sentence here conflicts with those policies on shipping or returns, those policies control.

    We may update these terms by posting a new version on the site. The version in force when you place an order governs that order. Continued use of the site after a change means you accept the new version.

  2. Who we are
    The seller is Ganza, operated by Aliam Holdings, 1752 McDonald Avenue, Brooklyn, NY 11230, United States.
    Customer service: ddownson1@gmail.com. 

  3. The site
    The site is for buyers in the United States. We do not promise the site will be uninterrupted or error-free. We may refuse service, close an account, or cancel an order if we believe it is fraudulent, abusive, or outside these terms. 

    You must be 18 or older to order. You are responsible for keeping your account credentials private and for activity under your
    account.

  4. Products and descriptions
    We sell saunas and related wellness goods. Photos, dimensions, wood tone, and finishes are as accurate as we can make them. Wood, stone, and metal vary. A slight difference in grain or color is not a defect. 

    Specifications on the product page are the specs for that SKU at the time you order. We may correct a listing error (price, stock, description) before the order ships. If we do, we will tell you and you may cancel for a full refund.

    Nothing on the site is a medical claim. A sauna is not a medical device and is not a treatment.

  5. Orders and price
    Your order is an offer. We accept it when we send an order confirmation. A payment authorization is not acceptance. We may reject an order, limit quantity, or cancel if the item is unavailable, the price was a clear error, or payment fails.

    Prices are in U.S. dollars and do not include tax, freight, liftgate, or residential delivery unless the checkout says they do. You pay the price at checkout plus applicable tax and the shipping charges in the Shipping Policy.

    Title passes under the Shipping Policy, at signature on delivery.

  6. Payment
    You authorize us, and our payment processor, to charge the method you provide for the order, freight, tax, and any later amount these terms allow (redelivery, refused-freight fees, restocking). If a charge fails, we may cancel the order.

    Chargebacks on a delivered order, without first emailing ddownson1@gmail.com, are a breach of these terms. We will contest them with the BOL and the order record.

  7. Shipping
    In-stock orders process and ship within 3 business days by LTL freight or Ganza trucks. Estimated delivery is assigned by the carrier or by our dispatch. It is not a guaranteed date.

    You must inspect the freight and sign the BOL. Visible damage must be written on the BOL before you sign. Concealed damage must be reported to ddownson1@gmail.com within 5 business days of delivery. Full rules are in the Shipping Policy.

  8. Returns and cancellations
    Stock goods may be returned within 30 days of delivery if unused, uninstalled, and in original packaging, with an RMA. Change-of-mind returns carry a 20% restocking fee and you pay return freight. Custom and special-order goods are final sale. Cancel before we tender the freight and we refund in full. Full rules are in the Return Policy.

  9. Warranty
    Except for a written warranty we issue with the product, goods are sold as described on the product page. We warrant that stock goods will be free from defects in material and workmanship under normal residential use for the period stated on the product
    page or the included warranty card. If no period is stated, the period is 1 year from delivery, parts only, for manufacturing defects.

    The warranty does not cover freight damage reported late, misuse, outdoor exposure the product was not rated for, improper installation, power or water outside the product’s rating, or normal wear of wood and finishes.

    Your remedy is repair, replacement part, replacement unit, or refund of the product price, at our option. That is the exclusive remedy for a warranty claim.

  10. Limitation of liability
    To the fullest extent the law allows, Ganza is not liable for indirect, incidental, special, consequential, or lost-profit damages, including damage to a room, delay of a project, or loss of use. Our total liability for an order is the amount you paid us for that order.

    Some states do not allow certain limitations. In those states, the limit applies only as far as the law allows. Nothing here limits liability for death or personal injury caused by our gross negligence, or for fraud.

  11. Your responsibilities
    You are responsible for confirming the product fits the room, the electrical and ventilation requirements, and local code before you order. Installation is your  responsibility unless we sell installation in writing. Follow the manual. Do not use a damaged unit.

  12. Intellectual property
    The site, the Ganza name, product photos, and copy are owned by Ganza or its licensors. You may not copy them for commercial use without written permission. You may not scrape the site or use it to build a competing catalog.

  13. Prohibited use
    You may not misuse the site, attempt to break its security, post unlawful content, or place orders with a stolen payment method. We may suspend access if you do.

  14. Privacy
    We collect only what the order needs: name, ship-to and bill-to address, email, phone, and the payment token handled by our card processor. We use it to take the order, ship it, collect payment, handle a damage report or return, and answer you. We do
    not sell that information.

    Carriers and the payment processor receive only what they need to deliver or charge. We keep order records for as long as tax, freight-claim, and warranty rules require, then delete or archive them. Email ddownson1@gmail.com to ask what we hold on an
    order, to correct it, or to ask us to delete what we are not required to keep.

  15. Disputes
    These terms are governed by the laws of the State of New York, without regard to conflict-of-law rules. State and federal courts in Kings County, New York have exclusive jurisdiction, except that we may sue in your local court to collect an unpaid amount.
    Before filing, email ddownson1@gmail.com and give us 30 days to resolve the issue. You may still use a small-claims court.

  16. General
    If a court strikes one sentence, the rest stays in force. Our failure to enforce a term once is not a waiver. You may not assign an order. We may assign these terms to a successor. These terms, plus the Shipping Policy, the Return Policy, and the order
    confirmation, are the whole agreement.

  17. 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.