Customer Service Policy
1. Warranty Information:
- All ALEKO products purchased through We Are Sauna come with a 1-year limited warranty from the date of receipt, covering defects in materials and workmanship.
- This warranty applies to specific items such as ALEKO Wooden Saunas, Electrical Sauna Heaters, and Inflatable Hot Tubs as outlined in their respective documentation.
- Proof of purchase and adherence to recommended installation procedures are required for warranty claims.
- Weather-related damages or issues caused by pets are not covered under this warranty.
- Warranty support is exclusively available to the original purchaser of the product.
2. Incomplete or Damaged Orders:
- If your order arrives with missing or damaged parts, please contact us within 3 days for LTL shipments.
- Email us at support@wearesauna.com with detailed photos and a description of the issue. We will arrange for replacement parts or items as necessary.
- Late reports may not qualify for compensation or replacement parts.
3. Cancellations and Re-Routing:
- Orders can be canceled without a charge if they have not been shipped, typically within 12-24 hours after placement.
- If your order has already been shipped, cancellation will incur reroute fees and other applicable charges.
- Requests for address changes during transit will be subjected to a re-routing fee.
4. Refund Policy:
- We offer a 30-day money-back guarantee from the receipt date. If you are not satisfied with your purchase, you can return it within this period for a full refund, minus return shipping and handling charges.
- Returns must include all original components in their initial condition. Items showing signs of use or damage may be subject to a 15% restocking fee.
- Refunds are issued only to the original buyer and require contacting [customer support email] to obtain a Return Merchant Authorization (RMA) number.
5. Reporting Lost Shipments:
- Please report any lost packages or delivery issues within 72 hours of the expected delivery date.
- After confirming a package is lost with our carrier, we will send a replacement requiring signature upon delivery.
For further assistance or inquiries, please contact our customer service team at support@wearesauna.com or call +1 833 338 0099