Return & Refund Policy

At Lujo Wellness, we take pride in delivering premium wellness equipment and exceptional service. While our goal is for every customer to love their purchase, we understand that returns may occasionally be necessary. Please read the following policy carefully to ensure a smooth experience.

1) Order Processing & Cancellation Policies

Order Processing

Orders are typically processed within 1–2 business days and shipped according to product availability.
If an item is temporarily unavailable or backordered, we will notify you with an updated estimated timeline.
Full payment is required at the time of purchase—including backorders—unless a written alternative arrangement has been approved by Lujo Wellness.

Order Cancellations

Within 4 days of placing your order (pre-shipment): Cancel at no cost.
After 4 days (but before shipment): A 3% cancellation fee applies to cover payment processing costs.
After shipment: Orders cannot be cancelled.
If a shipment is refused for reasons unrelated to damage or Lujo Wellness error, it will be treated as a return and subject to the standard 15% restocking fee.

2) Returns

Eligibility Requirements

We accept returns for eligible products under the following conditions:

Return window: You must request a return within 30 days of delivery. Returns outside this window cannot be accepted.
Condition: Items must be unused, uninstalled, and in their original packaging, including all manuals, accessories, and internal protection.
Photo confirmation: Before issuing a return authorization, we require clear photos showing that the item is unused and in original packaging.

Non-Returnable / Final Sale Items

The following products cannot be returned or refunded:

Items marked Final Sale
Custom products (custom saunas, custom sauna kits, or any product requiring customer approval before production)
Steam generators
Sauna doors
Sauna wood / lumber
Replacement parts: heating elements, sensors, wires, cables, control panels, etc.
Aroma oils & fragrances

3) How to Start a Return (RMA Required)

Returning items without authorization will result in refusal or return at your cost. Follow the process below:

Step 1 – Request Authorization

Email support@lujowellness.com within 30 days of delivery and include:

Your order number
Reason for the return
Photos showing the item unused and in original packaging

Step 2 – Await Approval

Do not ship the product until you receive a Return Merchandise Authorization (RMA) and written instructions.

Step 3 – Pack & Ship

Repack the item securely in its original packaging.
You are responsible for return shipping costs.
We strongly recommend shipping insurance and tracking.
Email us the tracking number within 24 hours of giving the package to the carrier.
Only ship to the address provided in your RMA instructions.
Lujo Wellness does not issue return labels unless explicitly stated in writing.

4) Refunds & Restocking Fees

Upon receipt, please allow up to 10 business days for inspection and processing.
All eligible returns are subject to a 15% restocking fee.
Refunds are issued to the original payment method.
Original shipping charges (if applicable) are non-refundable.

If your item arrives damaged, refer to our Shipping Policy for damage reporting requirements and timelines.

5) Exceptions & Special Cases

Damaged or Defective Products

Shipping Damage: If your item arrives damaged, follow the inspection and reporting steps in our Shipping Policy.
Warranty Issues: If your product has a manufacturer defect, we will work with the manufacturer to coordinate troubleshooting, replacement, or repair as applicable.

6) Pricing & Purchasing Disclaimer

Prices on our website may change without notice. Although we strive for accuracy, occasional pricing or availability errors may occur.

If a pricing error is discovered, Lujo Wellness reserves the right to:

Cancel the order and notify you, or
Allow you to repurchase at the correct price

If the correct price is lower than the listed price, we will adjust it when possible and proceed with your order.

We also reserve the right to cancel orders for products that become unavailable.

7) Unauthorized Use of Coupon Codes

Coupon codes are issued solely for specific individuals, promotions, or campaigns. Misuse—including sharing, duplicating, using expired codes, or applying unauthorized discounts—may result in order cancellation.

We reserve the right to deny or cancel any order involving unauthorized coupon use.
If this occurs, we will notify you and issue a refund if applicable.

If you believe a code was used mistakenly, please contact support@lujowellness.com

8) Questions & Customer Support

Our customer service team is here to help.