Warranty and Returns
Eld & Frost products are built for years of use, and we stand behind the quality of every sauna we sell. If something isn't right, our team is here to help.
1-Year Limited Warranty
Every Eld & Frost sauna is covered by a 1-year limited warranty beginning on the date the customer receives the sauna. The warranty covers defects in materials, workmanship, and product components under normal use.
If a component fails due to a covered defect during the warranty period, Eld & Frost will provide the appropriate replacement part at no cost and assist with installation guidance where required.
The warranty applies to the original purchaser and is non-transferable.
What’s Covered
The Eld & Frost 1-Year Limited Warranty covers defects in materials, workmanship, and product components that occur under normal use.
This includes, where applicable:
- Infrared heaters and heating components
- Control panels and electronic controls
- Internal electrical components and wiring
- Red light therapy components
- Chromotherapy and interior lighting components
- Audio and Bluetooth components
- Manufacturing defects affecting wooden or structural components that prevent proper assembly or normal use of the sauna
If a component fails due to a covered defect during the warranty period, Eld & Frost will provide the appropriate replacement part at no cost, including shipping, and assist with installation guidance where required.
What’s Not Covered
The Eld & Frost Limited Warranty does not cover:
- Damage caused by improper installation or assembly
- Misuse or improper handling
- Damage caused by incorrect or incompatible electrical supply or voltage
- Damage resulting from use in damp, wet, or otherwise unsuitable environments
- Unauthorized disassembly, modification, or alteration of the sauna
- Accidental or customer-caused damage
- Failure to follow provided operating or safety instructions
- Normal wear and tear from regular use
- Natural variations in wood grain, color, or texture
- Natural wood discoloration or cosmetic changes that do not affect proper assembly or normal use of the sauna
Shipping Damage
Please inspect your sauna and its packaging promptly upon delivery.
If your sauna or any of its components arrives damaged as a result of transit, please contact Eld & Frost within 14 days of delivery and provide clear photographs and/or video showing the damage and, where applicable, the packaging.
For verified transit damage reported within this period, Eld & Frost will provide the appropriate replacement component at no cost, including the shipping cost of the replacement component.
Transit damage is handled separately from the Eld & Frost 1-Year Limited Warranty. Claims for transit damage submitted more than 14 days after delivery may not be eligible for coverage.
30-Day Returns
Returns are accepted within 30 days of delivery. To be eligible for a change-of-mind return, the sauna must:
- Remain unopened and unused
- Remain in its original sealed crate
- Be in its original condition and packaging
- Be stored in a dry, protected location after delivery and not exposed to rain, snow, standing water, excessive moisture, or other weather conditions
Once the original crate or packaging has been opened, or if the crate or sauna has been damaged or deteriorated due to improper storage or exposure to weather after delivery, the sauna is no longer eligible for a change-of-mind return.
All returns must be authorized by Eld & Frost before being shipped back. Please contact us before arranging a return so our team can provide return instructions.
Approved change-of-mind returns are subject to a 15% restocking fee. Customers are responsible for all return shipping and freight costs. If the order included free or complimentary delivery, the actual outbound freight cost incurred by Eld & Frost may be deducted from the refund. Original shipping and delivery charges are non-refundable.
Refunds are issued after the returned sauna has been received and the condition of the original crate and packaging has been verified. Damage occurring during return transportation may affect the amount eligible for refund.
Products that arrive damaged, defective, or incorrect are handled separately and are not considered standard change-of-mind returns.
Order Cancellations
Orders may be cancelled for a full refund before they have entered the shipping or fulfillment process.
Once an order has entered the shipping or fulfillment process, it may no longer be cancelled. If the order is eligible for return after delivery, the terms of our 30-Day Returns policy will apply.
Limitation of Liability
To the fullest extent permitted by applicable law, Eld & Frost will not be liable for indirect, incidental, special, consequential, or punitive damages arising from the purchase, installation, use, or inability to use our products.
Eld & Frost is not responsible for injury or property damage resulting from improper installation or assembly, improper electrical connection, misuse, unauthorized modification, failure to follow product instructions or safety guidelines, or use of the product in a manner inconsistent with its intended purpose.
Customers are responsible for ensuring that the installation location and electrical supply meet the requirements specified for their sauna. Where professional electrical installation is required, installation must be performed in accordance with applicable local electrical and building requirements.
To the fullest extent permitted by applicable law, Eld & Frost's total liability arising from a product or purchase will not exceed the amount paid for the product giving rise to the claim.
Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded or limited under applicable law.
How to Make a Warranty Claim or Return
To request warranty assistance or initiate a return, please contact Eld & Frost Customer Care with your order number and a description of the issue.
For warranty or shipping-damage claims, we may request photographs or video to help us assess the issue and determine the appropriate solution.
For returns, please contact us before shipping the sauna back. Returns must be authorized by Eld & Frost and sent according to the return instructions provided by our team. To request warranty assistance or initiate a return, please contact Eld & Frost Customer Care at info@eldandfrost.com or (737) 358-5959 with your order number and a description of the issue.
Please do not send a product back without first contacting us.
Need Help?
If you have a question about your sauna, warranty coverage, shipping damage, or a return, please contact Eld & Frost Customer Care- (737) 358- 5959 or at info@eldandfrost.com