I recently called to try to issue a refund and after several back and forth emails the latest email I received stated the following:Hello,The money back guarantee is for unopened and unused items.Once you open the product, you fall into our 1-year warranty where we replace any damaged or defective items to make sure you have a fully operational product.So here is my situation, I had ordered the Sauna + Pod on July 18th, received the sauna roughly on the 28th and the sauna package box was left on the edge of my stoop and got enough water on it from the rain that the box was a mush when I got home. That shipping box was opened up and all of the items inside were mostly dry which was great however after looking at the items this "Sauna" isn't what it appeared to be from the advertising and I decided that I wanted to return them. Everything is within the original sealed plastic and hasn't been used or even really inspected due to is still being in the original plastic packaging. Photos were supplied as well to the support email and the response email was the above mentioned statement. Additionally, I never received the pod. Which is also not eligible for a refund either apparently. After stating this in several emails back and forth I now have to try to dispute the payment with my credit card company and provided them the corresponding emails as documented evidence that the company is denying a refund. I would not recommend purchasing products from this business. The customer support emails that initially responded back to me also were from a gmail address... not a company address but a gmail address. I’m not sure if it was an issue with the email system but I was initially suprised by that. It has since changed to a nurecover email but even this does not make me feel good about my purchase. The sauna framing looks poorly made with cheaply sourced parts off the shelf that just don't meet the advertising that this company goes the length to market it as.
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