Return and Refund Policy
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Home Eden website located at homeedenliving.com.
*Product-specific exceptions, including the Leisurecraft Canadian Timber terms below, apply where stated.
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
Email: support@homeedenliving.com
Address: 8 The Green, Dover, DE, 19901
Business hours: Monday to Friday, 9 AM to 5 PM EST
3. Return Eligibility
Customers in the United States have the right to return the product within a 30 days window of receipt, subject to the conditions outlined below. We accept returns for both defective and non-defective products.
Leisurecraft Canadian Timber saunas: These made-to-order products are generally non-returnable and are excluded from our standard 30-day change-of-mind return and exchange policy. Requests to cancel or change an order can be made without penalty within 14 days of order entry. After 14 days, a $350 cancellation or change fee will apply. An order cannot be cancelled or changed within 7 days of its scheduled ship date. In exceptional circumstances, a return may be authorised in advance by Home Eden. An authorised return must be in its original packaging and condition; the customer is responsible for applicable return shipping costs, and a 20% restocking fee applies. Contact support@homeedenliving.com before sending anything back. If your sauna arrives damaged, defective, incorrect or incomplete, contact us with your order number and photos so we can arrange an appropriate resolution.
3.1 Conditions for Return
For Non-Defective Returns (Change of Mind): The product condition must be New only. The item must be unused, undamaged, and in the same condition that you received it. It must be in the original packaging, with all labels and tags attached.
For Defective or Damaged Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation of the defect or damage.
Proof of Purchase: A receipt or proof of purchase is required for all returns.
4. Return Process
4.1 Initiating a Return
To initiate a return:
Contact Customer Service:
Email us at support@homeedenliving.com within 30 days of receiving your order.
Provide your order number and a detailed reason for the return.
Please note that change-of-mind returns are subject to a 25% restocking fee, which will be deducted from your refund.
*Except Leisurecraft Canadian Timber saunas where a 20% restocking fee is applied.
Return Authorization:
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.
4.2 Preparing Your Return
Package the Item Safely:
Securely pack the item in its original packaging.
Ensure all accessories, manuals, and free gifts are included.
Include Documentation:
Include the return authorization form and any necessary supporting documents or images.
Return Label:
For the return label, you will need to Download and print it. Providing and paying for the return label is the Customer responsibility.
4.3 Shipping the Return
Method:
The return method is By mail. Use USPS, UPS, or FedEx.
Use a trackable shipping method to ensure your package arrives safely.
Return Window:
Ship the item within 7 days after receiving the return authorization.
5. Return Shipping Costs and Fees
Return Shipping Costs: Return shipping costs are the Customer responsibility.
Restocking Fees: There is a 25% restocking fee for change-of-mind returns. There is No cost (0%) restocking fee for defective or damaged goods.
*This applies to standard eligible products; an exceptionally authorised Leisurecraft return has the 20% fee as shown above.
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind (Non-Defective Products)
Eligibility:
Items must be New only, unused, undamaged, and in original packaging.
Return request must be made within 30 days of receipt.
Refund:
A refund will be issued to the original payment method, minus a 25% restocking fee. Return shipping is the Customer responsibility.
*Except Leisurecraft Canadian Timber saunas where a 20% restocking fee is applied.
6.2 Defective or Damaged Goods
Notification:
Contact us within 30 days of receiving the item.
Documentation:
Provide photos or videos of the defect or damage.
Resolution:
We will offer a replacement or a full refund. There is No cost (0%) restocking fee for defective or damaged goods.
6.3 Incorrect Product Received
Notification:
Inform us immediately upon receipt.
Resolution:
We will arrange for the incorrect item to be returned and ensure you receive the correct product.
6.4 Product Never Arrived
Notification:
Contact us if your product does not arrive within the the applicable estimated delivery timeframe.
Resolution:
We will initiate an investigation with the carrier.
If the product is confirmed lost, we will offer a full refund or send a replacement product.
6.5 Order Cancellation
Before Shipment:
You can cancel your order for a full refund if it has not yet been shipped.
*Leisurecraft cancellation terms above take precedence over the general “full refund before shipment” rule. (Highlighted in Section 3: Return Eligibility of this policy)
After Shipment:
If the order has already been shipped, please follow the Return and Refund Policy once received. Note that a 25% restocking fee applies.
7. Refunds
7.1 Refund Conditions
Approval:
Refunds are issued after we receive and inspect the returned item.
Notification:
We will notify you via email regarding the approval or rejection of your refund.
Condition:
Items must meet the return eligibility criteria outlined in Section 3.
7.2 Refund Processing
Method:
Refunds will be processed to the original payment method used at the time of purchase.
Refund Processing Time:
After receiving and inspecting the returned item, the refund processing time is 7 days. It may take additional time for the refund to appear in your account, depending on your bank or credit card issuer.
7.3 Partial Refunds
Partial refunds may be granted in certain situations:
Condition Issues:
Items not in original condition, damaged, or missing parts for reasons not due to our error.
Late Returns:
Items returned more than 30 days after delivery.
8. Exchanges
Eligibility:
We Accept exchanges. We replace items if they are defective, damaged, or incorrect, or if you need a different size/colour.
*Except Leisurecraft Canadian Timber saunas.
Process:
To request an exchange, contact us at support@homeedenliving.com
9. Timelines
Window:
Returns must be reported within 30 days of receiving the product.
Refund Processing Time:
After receiving and inspecting the returned item, the refund processing time is 7 days.
*Except Leisurecraft Canadian Timber saunas.
10. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
11. Questions and Support
For more information, please:
Contact our Customer Service team:
Email: support@homeedenliving.com
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.
Home Eden
Business Hours: Monday to Friday, 9 AM to 5 PM EST