Effective Date: January 10, 2026
At My Relax Hub, we stand behind the quality of our products. We want you to be completely satisfied with your purchase. This Return and Refund Policy applies to all purchases made through our website located at www.myrelaxhub.com.
1. 30-Day Return Window
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests made after this 30-day window will not be eligible for a refund or exchange.
2. Order Cancellations
We strive to process and ship orders as quickly as possible. Please review our cancellation rules:
- Before Shipment: You may cancel your order for a full refund at any time before it has been processed for shipment. To cancel, please call us at 888-891-7618 or email support@myrelaxhub.com immediately.
- After Shipment (Cancellations in Transit): If you request a cancellation after the item has already been picked up by the freight carrier or dispatched from the warehouse, it will be treated as a Return. In this case, the customer is responsible for any "intercept fees" charged by the carrier, as well as the original and return shipping costs.
- Custom/Made-to-Order Items: Please note that certain brands (such as specific Sauna Life or Ohio Flame custom builds) may have a restricted cancellation window once production has started. If production has begun, a restocking fee may apply even if the item has not shipped.
3. Eligibility Requirements
To be eligible for a return, your item must meet the following criteria:
- Condition: The item must be in the same condition that you received it—unworn, unused, and unmodified.
- Packaging: The item must be in its original packaging with all tags and manuals included.
- Proof of Purchase: You must provide the receipt or proof of purchase.
4. How to Initiate a Return
Items sent back to us without first requesting a return will not be accepted. To start the process:
- Contact Us: Email support@myrelaxhub.com or call 888-891-7618.
- Provide Details: Include your Order Number and the reason for the return.
- Photos: If the item is damaged or defective, you must include clear images of the issue.
The RMA Process: If your return request is accepted, we will send you a Return Merchandise Authorization (RMA) number and detailed instructions on how and where to send your package.
5. Inspection and Approval
All returned products will be inspected upon arrival at the warehouse to ensure they meet our eligibility criteria.
- Inspection Timeline: The inspection process typically takes 5 to 7 business days.
- Approval: Once the product has passed inspection, your refund will be approved.
6. Refund Processing
Once your return is approved:
- Method: You will be automatically refunded on your original payment method.
- Timeline: Refunds will be issued within 15 business days of the approval date. Please note that your bank or credit card company may take additional time to post the refund to your account.
7. Non-Returnable Items
The following are strictly ineligible for returns:
- Items bought on clearance or through inventory sales.
- Products that have been used, installed, or modified.
- Products damaged after delivery and no longer in resalable condition.
8. Shipping Costs and Fees
- Damage/Defect: If the return is due to a confirmed manufacturing defect or damage during transit, My Relax Hub will cover the return shipping costs.
- Change of Mind: For all other returns, the customer is responsible for arranging and paying for return shipping. Due to the size and weight of products like saunas and firepits, freight costs can be significant.
9. Damages and Issues (Freight Inspection)
We take great care in selecting our shipping partners, but since many of our products (such as saunas and firepits) are large and heavy, it is vital that you follow these steps upon delivery:
- Inspection at Delivery: Please inspect the packaging of your item(s) thoroughly when they arrive. If you notice any visible damage to the box or the product, you must make a note of the damage on the delivery receipt before signing for the package.
- Reporting Damage: If your item(s) arrive damaged, please email support@myrelaxhub.com within 48 hours of receiving your order to start the damaged product return process. Please include your order number and clear photos of both the packaging and the damaged item.
- Our Guarantee: My Relax Hub will pay for all shipping costs associated with returning or replacing any defective, damaged, or incorrect merchandise you may receive, provided it is reported within the 48-hour window.
10. Restocking Fees
Due to the high cost of handling luxury outdoor equipment, a 15% restocking fee applies to all eligible "Change of Mind" returns. This fee is deducted from your final refund to cover inspection, re-crating, and administrative costs. Restocking fees are waived for confirmed damaged or defective items.
11. Questions and Support
- Website: www.myrelaxhub.com
- Email: support@myrelaxhub.com
- Phone: 888-891-7618
- Hours: Monday – Friday, 9:00 AM – 5:00 PM EST