Returns & Cancellations

Returns & Cancellations

Last updated: 2026-05-30

Cancellations — Within 24 Hours

Orders may be cancelled at no cost within 24 hours of order placement. Email info@elanandco.co with your order number to request a cancellation. After 24 hours, the order has typically been transmitted to the manufacturer and may be subject to a cancellation fee equal to any costs the manufacturer charges us. Custom or made-to-order items cannot be cancelled once production has started.

Returns Window

Standard catalog items are returnable within 30 days of delivery in unused, undamaged, original-packaging condition. The 30 days begin on the date the freight carrier marks the order as delivered to your address.

Restocking Fees

Standard parcel items (UPS/FedEx) 15% restocking fee Customer pays return shipping
LTL freight items (saunas, cold plunges, large outdoor) 25% restocking fee Customer pays return freight ($250–$650 typical)

Non-Returnable Items

  • Custom-built or made-to-order saunas
  • Hyperbaric chambers (sealed for sanitation)
  • Cold plunge water systems once filled
  • Products with visible signs of installation or use
  • Products without original packaging
  • Final sale or clearance items

Manufacturing Defects

Defects discovered after acceptance are covered by the manufacturer's warranty — not by our return policy. We will assist you with the warranty claim process. Email info@elanandco.co with the order number, a description of the defect, and photos. We will route you to the manufacturer's warranty department and follow up to ensure resolution.

Shipping Damage

Damage discovered at delivery must be noted on the freight delivery receipt before signing. See our Shipping & Freight Policy for the mandatory inspection-before-signing procedure. Damage claims on shipments accepted without notation cannot be guaranteed.

How to Initiate a Return

  1. Email info@elanandco.co within 30 days of delivery with your order number, the item(s) you wish to return, and the reason
  2. We confirm eligibility and issue a Return Authorization (RA) number
  3. You arrange return shipping (we can quote freight pickup if requested) and mark every box with the RA number
  4. The manufacturer or our distribution partner inspects the return upon arrival
  5. Refund of (purchase price minus restocking fee minus return shipping) is processed to the original payment method within 7–14 business days of inspection

Contact

Return questions: info@elanandco.co | (917) 524-9848