Refund policy

Last updated: August 2, 2026

At Topture, your satisfaction is our priority. We stand behind the quality of every product we sell and we are committed to being straight with you about what a return costs and what we can and cannot take back.

This Refund Policy forms part of our Terms of Service and should be read together with our Shipping Policy and Warranty & Product Disclaimers. Please review it before ordering — it contains conditions, deadlines and fees that affect what you can recover.

1. Order Cancellations

1.1 Before your order ships

You may request to cancel at any time before your order ships. Contact us as soon as possible by phone at (833) 419-1774, via live chat, or by email at contact@topture.com with your order number.

We will issue the maximum refund possible. If your payment has already been processed, the non-refundable payment processing fees — typically 2% to 5% — are deducted from your refund. These fees are retained by the payment processor and are not returned to Topture.

Custom and made-to-order products cannot be cancelled once production or processing has begun with the manufacturer.

1.2 After your order ships

Once an item has shipped, it cannot be cancelled. If you no longer want it, you must accept delivery and process it as a return under Section 2. Freight already in transit cannot be recalled.

1.3 Refused deliveries

An order refused at delivery for any reason other than documented shipping damage noted on the Bill of Lading, or a shipping error on our part, is treated as a standard return. Payment processing fees, the restocking fee, and freight charges in both directions will be deducted from your refund.

Please do not refuse a delivery for minor packaging damage — see our Shipping Policy, which explains how to document damage and accept the shipment instead. Refusing costs you far more than noting the damage on the Bill of Lading.

2. Return Eligibility

You must request your return within 30 days of the delivery date. The request must be made within that window — the item does not need to be back with us by day 30, but we cannot accept a request made after it, even if the item is unused and unopened.

To be eligible, items must be:

• Entirely new, unused and uninstalled — never connected to power or water
• In their original packaging, with all internal packaging, parts, hardware, manuals and accessories
• Complete and resellable

If your order shipped by LTL freight, the original pallet and all shipping materials must be used for the return.

For BOGO (Buy One, Get One) promotions, both items must be returned to receive a refund.

Photo confirmation is required before we authorize a return. You will need to send clear photographs showing the item unused, uninstalled and in its original packaging. This protects both of us — it means no disputes about condition after the item is already in transit.

3. Non-Returnable Items

Because of the nature of these products, the following are final sale and cannot be returned or refunded:

• Items marked Final Sale on the product page or your order confirmation
• Custom and made-to-order products, including custom saunas and any kit requiring your signed approval before production
• Steam generators
• Sauna doors, including prehung and glass doors
• Sauna wood, lumber, flooring and trim
• Electrical replacement parts and components — heating elements, sensors, cables, wiring, control panels and similar
• Aroma oils, fragrances and consumables
• Any product that has been installed, connected to power or water, assembled, or otherwise used

If you are unsure whether an item is returnable, ask us before you order and we will confirm in writing.

4. How to Return an Item

Do not ship anything back without prior written authorization and a Return Authorization (RA) number. Unauthorized returns will be refused on arrival and sent back to you at your expense.

1. Request authorization. Email contact@topture.com within 30 days of delivery with your order number, the reason for the return, and the photo confirmation described in Section 2.
2. Receive your RA number and instructions. If approved, we will send you an RA number, the correct return address, and the exact fees that will apply to your refund. Mark the RA number clearly on the outside of the package.
3. Pack and ship. Pack the item securely in its original packaging. You are responsible for arranging and paying for return shipping. We strongly recommend a carrier with tracking, and shipping insurance for the full value of the item.
4. Send us the tracking number within 24 hours of handing the shipment to the carrier. Returns without tracking will not be processed until the item physically arrives and is confirmed.

The return shipment is at your risk. We are not responsible for items lost, stolen or damaged on their way back to us. On a large or high-value item this matters — insure it.

5. Refunds, Fees and Timelines

5.1 Fees

• Restocking fee: Eligible returns are subject to a restocking fee of at least 25%, and higher where the manufacturer imposes a greater fee. The exact amount that applies to your return is confirmed in writing when we issue your RA number, before you ship anything back.
• Return shipping: Paid by you.
• Original shipping charges: Any freight or shipping fee paid on your original order is non-refundable. This applies whether the fee was charged at checkout or absorbed by us — where we shipped an item free of charge, our actual outbound freight cost is deducted from your refund.
• Payment processing fees: Deducted as described in Section 1.1.

5.2 Timelines

Once your return arrives, allow up to 10 business days for inspection and processing. Approved refunds are issued to your original payment method, less all applicable fees. Depending on your bank or card issuer, it can take a further 5 to 10 business days for the funds to appear on your statement.

Items that arrive used, damaged, incomplete, or not in their original packaging are not eligible for a refund. We will contact you with photographs and you may arrange collection at your expense.

6. Damaged or Defective Products

Damaged and defective goods are handled separately from returns, and the two follow different processes.

6.1 Shipping damage

If your product arrives damaged, follow the inspection and reporting procedure in our Shipping Policy. In short: note visible damage on the Bill of Lading before signing, sign "SUBJECT TO INSPECTION" if nothing looks wrong, photograph everything, and report all damage to us within 24 hours of delivery. Shortages must be reported within 48 hours.

All shipments are insured and we process the claim on your behalf. Resolution is usually replacement parts sent to you at no cost. Failure to note visible damage on the Bill of Lading, or to report damage within 24 hours, may result in your claim being denied by the carrier — this is the single most common reason a claim fails.

Shipping damage claims are processed through the carrier and are separate from this Refund Policy. A damaged shipment is not a return.

6.2 Manufacturer defects

Products are covered by the original manufacturer's warranty. Coverage, exclusions, the claims process and what voids coverage are set out in our Warranty & Product Disclaimers.

Warranty periods and terms vary by product, and we are happy to provide a copy of the manufacturer's warranty on request. We will help you troubleshoot and coordinate a claim, but warranty claims are governed by the manufacturer's terms rather than this policy, and the manufacturer decides the remedy. A defect discovered after installation is a warranty matter, not a return.

7. Pricing Errors and Promotional Codes

We reserve the right to cancel any order affected by a pricing error on our site. If the correct price is lower than the price shown, we will charge the lower price. If it is higher, we will either cancel and notify you, or contact you for instructions before shipping. Where an order is cancelled for this reason, any payment taken is refunded in full.

Promotional and coupon codes are offered at our discretion and are subject to the terms of the specific promotion. They are not transferable and may not be combined unless expressly stated. We reserve the right to review, deny or cancel any order where a code has been used improperly, without authorization, or outside the terms of the promotion.

8. Chargebacks and Payment Disputes

Our team is here to resolve any issue you have, and our policies are designed to be fair. Please contact us at contact@topture.com or (833) 419-1774 and allow us to work through the return, refund or warranty process before filing a chargeback or payment dispute. Nearly every dispute we see could have been resolved faster by email.

Filing a chargeback without first contacting us and following the procedures in this policy is a breach of our Terms of Service. Where a chargeback is filed on an order that was delivered as described, we reserve the right to contest it with the payment provider, to recover the costs we incur in doing so, and to decline future orders.

Nothing in this section affects any right you have to dispute a charge under applicable law.

9. Contact Us

For questions about returns, cancellations or refunds:

Phone: (833) 419-1774
Email: contact@topture.com
Hours: Monday to Friday, 9:00 AM to 5:00 PM EST

By placing an order with Topture you accept this Refund Policy, our Shipping Policy and our Terms of Service.