Refund and Returns policy

At Phoebe Wellness, we want you to be completely satisfied with your investment in your health and home. Because many of our products—such as saunas, heaters, and wellness equipment—are large, heavy freight items, specific conditions apply to cancellations, freight transit, and returns.

Please review this policy carefully prior to placing your order. By making a purchase on our website, you agree to the terms outlined below.

Order Cancellations

Within 24 Hours of Purchase: Orders may be canceled within 24 hours of purchase for a 100% full refund, provided the order has not already dispatched from the warehouse.
After 24 Hours or Post-Dispatch: Orders canceled after 24 hours (or items that have already been picked, palletized, or dispatched to a freight carrier) cannot be canceled in transit. They will be processed under our standard Return Policy, and applicable outbound freight, return freight, and handling costs will apply.

Return Eligibility & Requirements

To be eligible for a return, your request must meet the following criteria:

30-Day Return Window: Return requests must be initiated within 30 calendar days of delivery.
Mandatory RMA Number: You must contact hello@phoebe-wellness.com to obtain a Return Merchandise Authorization (RMA) number prior to shipping any item back. Returns sent without an approved RMA number will be rejected at the warehouse, and all associated freight expenses will be the buyer's sole responsibility.
Photo Verification: Before an RMA is issued, we require high-resolution photos of the item in its current condition and packaging to verify eligibility.
Original Packaging: Items must be returned in their original, undamaged factory packaging, secured on their original pallet (if applicable). The customer assumes all risk of damage or loss during return transit.

Return Conditions & Deductions

While we offer Free Shipping on initial orders, actual outbound and inbound freight expenses are non-refundable in the event of a return. Upon warehouse inspection, refund deductions will apply based on the item’s condition:

Product ConditionApplicable Fees & Deductions

Unopened (Brand New)

In original, unopened factory packaging.

• Actual outbound freight shipping fee.

• Actual return freight shipping fee.

(Note: Freight rates vary by carrier and region; exact return freight quotes will be provided upon RMA authorization).

Opened / Assembled (Unused)

Original packaging opened or assembled, but never powered on or used.

• Actual outbound freight shipping fee.

• Actual return freight shipping fee.

• 20% Restocking Fee (deducted from product subtotal).

Opened, Assembled & Used

Any item that has been used, powered on, or installed.

• No returns or refunds accepted. Due to health, safety, and sanitary regulations, used saunas, heaters, and personal wellness items cannot be resold.

Refund Processing Timeframe

Once your returned item arrives at the designated distribution center, it will be inspected within 3 to 5 business days.
Upon approval, your refund (minus applicable freight and restocking fees) will be processed back to your original payment method.
Depending on your financial institution, please allow 5 to 10 business days for the credit to reflect on your account statement.

Carrier, Freight & Delivery Fees

LTL freight carriers charge strict operational fees for delivery adjustments once a shipment is in transit. Customers are responsible for ensuring all shipping information entered at checkout is accurate. The following carrier fees will be passed directly to the customer:

Address Re-consignment in Transit: Starting at $85.00 for changes within the same city/terminal; $150.00+ for address changes to a different city or terminal zone.
Delivery Re-Attempts: $95.00 for a second delivery attempt; $150.00 for a third delivery attempt if the customer is unavailable during the scheduled delivery window.
Terminal Storage Fees: $125.00 per day if delivery cannot be scheduled within 3 days of the shipment arriving at the destination freight terminal.

1. Order Cancellations

Within 14 Days of Order: You may cancel your order without any penalty.
After 14 Days: A $350 cancellation fee will apply to canceled orders.
Within 7 Days of Estimated Ship Date: Orders cannot be canceled once they are within 7 days of their scheduled ship date.

2. Order Changes & Modifications

Within 14 Days of Order: You may modify or edit your order (adding/removing options, updating shipping address or dates) without penalty.
After 14 Days: A $350 modification fee will apply for changes made to the order.
Within 7 Days of Estimated Ship Date: No edits or changes can be made within 7 days of shipment.
Address Changes After Shipment: If you request to change the delivery address after your product has already shipped, a $350 address change fee will apply.

3. Return Policy

Dundalk Leisurecraft items are non-returnable due to custom craftsmanship and international cross-border freight costs. In the rare instance an exception is granted for a factory return, the following terms strictly apply:

Restocking Fee: A 20% restocking fee applies to all returned items.
Return Shipping: The customer is responsible for all shipping and freight costs incurred returning the product back to the factory.
Condition: Items must be returned unused in their original packaging and condition.
Inspection: Dundalk Leisurecraft inspects all returns upon arrival and retains sole discretion over product condition and final refund amounts.

4. Storage Fees & Delivery Delays

To avoid storage fees, please ensure you respond promptly to freight delivery scheduling calls:

Factory Storage: If a sauna must be held in storage prior to shipment at your request, a $35/day storage fee will apply.
Destination Terminal Storage: Once your shipment arrives at the local delivery terminal, you must arrange a delivery appointment promptly. Unresponsiveness, delays in coordinating offloading, or missing contact numbers that result in terminal storage fees will incur a minimum charge of $35/day.

5. Refusal of Delivery

If a delivery is refused at arrival, a 15% restocking fee will apply, plus all associated freight, return, and rerouting shipping fees.

Note: If any order changes or issues arise due to an error made on our end, no change or cancellation fees will apply.

Order Cancellations

We accept returns of new, unused and uninstalled items within 30 days of purchase.

How to Start a Return: Email us at hello@phoebe-wellness.com before sending anything back. We will issue a Return Authorization (RA) number, and returns sent without one cannot be accepted.

Damaged or Incorrect Items: If your order arrives damaged or incorrect, please email us right away with photos and let us know whether the damage was noted on the delivery receipt when you signed. We cover return shipping when a return is due to shipping damage or an error on our end.

Returning an Item You Simply Don’t Want: There is no restocking fee. Please ship the item back insured, using the same method it was sent to you (Ground or Freight), in its original packaging. You are responsible for the cost of return shipping.

Your Refund: Once your return arrives, it is inspected. If it is in new condition, you will be refunded the price you paid for the product, less a re-boxing fee of $20–$50 depending on the product. We offer free shipping on our orders, which means we pay the carrier for your delivery and cover that cost in our pricing. That original shipping cost can’t be recovered from the carrier when an order is returned, so it is deducted from your refund. The amount depends on the product and delivery method, and we will confirm it in writing when we issue your Return Authorization (RA) number, before you send anything back.

Damaged Returns: If an item is damaged on its way back to us, a claim will need to be filed with the shipping carrier. This is why we strongly recommend insuring your return.

Note: Installed, used or assembled items cannot be returned.