RETURN & REFUND POLICY
Refunds & Returns
Last Updated: August 21, 2026
At HolaLifes, we are committed to providing high-quality sauna products and a transparent shopping experience.
We understand that purchasing a sauna or other large home product is an important decision. This Refund & Return Policy explains our cancellation, return, refund, and replacement procedures.
Please review this policy carefully before placing your order.
1. Order Cancellation
You may request to cancel your order within 24 hours of placing the order for a full refund, provided that the order has not been shipped and has not entered production or customization processing.
Due to the size, manufacturing process, and preparation requirements of sauna products, orders that have entered production, customization, or shipment preparation may no longer be eligible for cancellation.
To request a cancellation, please contact our Customer Support team as soon as possible:
Email: support@holalifes.com
We will review your order status and confirm whether cancellation can be processed.
2. Return Eligibility
We accept eligible return requests made within 30 days after delivery, subject to the conditions described in this policy.
To qualify for a standard return, the product must:
- Be unused and in original condition
- Not have been installed, assembled, modified, or damaged
- Include all original accessories, hardware, manuals, and included components
- Be properly packaged for safe transportation
Because sauna products are large and require specialized freight shipping, customers are responsible for ensuring approved returns are prepared appropriately for transportation.
Certain products may not be eligible for standard returns, including:
- Customized products
- Personalized products
- Made-to-order products
- Clearance or final-sale products clearly identified before purchase
These exclusions do not apply to products that arrive damaged, defective, incomplete, or incorrect.
3. Damaged, Defective, Missing, or Incorrect Products
Please inspect your order after delivery.
If your product arrives damaged, defective, incomplete, or different from what you ordered, please contact us promptly at:
To help us resolve the issue efficiently, please provide:
- Order number
- Description of the issue
- Photos or videos showing the damage, defect, missing component, or incorrect item
Depending on the situation, HolaLifes may provide an appropriate solution, including:
- Replacement parts
- Repair assistance
- Replacement product
- Partial refund
- Full refund
Damage caused by improper installation, misuse, unauthorized modification, improper storage, or normal wear and tear is not considered a manufacturing defect.
4. Return Authorization
Before returning any product, customers must contact HolaLifes Customer Support and receive return instructions.
Do not send products back without prior authorization.
For approved returns, our Customer Support team will provide:
- Return instructions
- Applicable return address
- Packaging requirements
- Shipping arrangements when applicable
The designated return facility may vary depending on the product, shipping location, and return circumstances.
This process helps ensure large freight-shipped products are returned safely and efficiently.
5. Return Shipping Costs
Damaged, Defective, or Incorrect Products
If a return is required because the product arrived damaged, has a verified manufacturing defect, or was incorrectly shipped by HolaLifes, we will cover the reasonable return shipping or freight costs associated with the approved return.
Other Eligible Returns
For approved returns caused by customer preference, ordering mistakes, or change of mind, the customer is responsible for the return shipping or freight cost to the designated return facility.
Return shipping costs vary depending on:
- Product size and weight
- Shipping distance
- Freight carrier rates
- Return destination
Customers may contact our support team before confirming a return to request estimated return shipping information.
Original outbound shipping or freight charges, if separately charged, are generally non-refundable for returns based on personal preference, except where required by applicable law.
We do not charge additional cancellation penalties or undisclosed restocking fees for eligible returns.
6. Packaging Requirements
Approved returns must be packaged securely to prevent damage during transportation.
Customers should:
- Use the original packaging whenever possible
- Include all accessories, hardware, manuals, and components
- Protect the product properly for freight transportation
If original packaging is unavailable, equivalent protective packaging must be used.
Products damaged during return transportation due to insufficient packaging may be subject to reasonable deductions from the refund amount where permitted by applicable law.
7. Freight Return Requirements
Many HolaLifes products are oversized and require freight transportation.
For approved freight returns, customers may need to:
- Prepare the product according to return instructions
- Disassemble components when reasonably required
- Ensure the shipment is accessible for pickup
- Follow carrier requirements for freight transportation
Our Customer Support team will provide specific instructions before arranging the return.
8. Refund Processing
Once an approved return is received and inspected, we will notify you regarding the refund status.
Approved refunds will be issued to the original payment method used during purchase.
After HolaLifes processes a refund, please allow approximately:
5–10 business days
for the funds to appear in your account. Processing times may vary depending on your bank, card issuer, or payment provider.
9. Exchanges
Due to the large size and specialized shipping requirements of sauna products, we do not currently offer direct product exchanges.
If you would like to purchase a different model or configuration, please contact our Customer Support team. We will assist you with the return process if your original order qualifies and help you place a new order.
10. Warranty and Product Support
HolaLifes provides warranty support for eligible products according to the applicable warranty terms.
Warranty coverage applies to manufacturing defects under normal residential use.
Warranty does not cover:
- Improper installation
- Unauthorized modifications
- Misuse or neglect
- Accidental damage
- Normal wear and tear
For warranty assistance, please contact:
Email: support@holalifes.com
11. Contact Us
If you have questions regarding cancellations, returns, refunds, warranty, or product support, please contact us:
HolaLifes
Operated by:
HONGKONG SMARTMAK CO., LIMITED
Email:
Business Address:
Room 704, 7/F, Tower A, New Mandarin Plaza,
14 Science Museum Road,
Tsim Sha Tsui East, Kowloon,
Hong Kong
HolaLifes is committed to providing transparent policies, reliable customer support, and a clear purchasing experience for customers worldwide.