Refund 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 Condition Applicable 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.