Refund policy

Effective Date: September 8, 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through The Recovery State website (www.therecoverystate.com). We pride ourselves on supplying authentic, high-performance wellness equipment. Due to the heavy-duty nature, custom manufacturing, and specialized LTL freight required for our saunas and cold plunges, strict return and modification protocols apply.

 

2. Order Modifications & Cancellation Policy

Because our timber saunas are custom-built to order at our manufacturers' facilities:

  • Within 48 Hours of Placement: Cancellations or adjustments can be made for a 100% full refund with zero penalty.
  • Within 14 Calendar Days: Specifications (heater upgrades, wood selections, accessories) can be modified free of charge. Cancellations requested while the unit is queued for lumber milling are subject to a 5% administrative and credit card processing fee.
  • After 14 Calendar Days (Production Lock): Once an order has been active in the production system for more than 14 days, the unit enters custom framing. Any order edit or specification change carries a mandatory, non-negotiable $350.00 manufacturer modification fee.
  • Within 7 Days of Scheduled Shipment: No cancellations are permitted once an order is within 7 days of factory dispatch or crating. Modifications requested within 7 days carry a $350.00 modification fee.
  • Cancellations in Transit: Once an order has departed the manufacturing facility, it cannot be canceled and must be treated under the standard "Change of Mind" return process outlined below.

 

3. Return Eligibility (Change of Mind)

Standard returns for buyer's remorse must be initiated within 14 calendar days of delivery. To qualify for a return:

  • Unopened & Unassembled: The equipment must be brand new, uninstalled, never wired to electrical service, and in its original sealed shipping crate with factory metal banding intact. We cannot accept returns on units that have been unbanded, unboxed, or partially assembled.
  • Return Authorization: All returns require an approved Return Merchandise Authorization (RMA) number issued by our support team. Unauthorized returns or packages refused at delivery without written authorization will be rejected.
  • Custom/Made-to-Order Exceptions: Custom-built outdoor saunas and modified units are final sale upon dispatch from the factory and are not eligible for standard remorse returns.

 

4. Return Shipping Costs & Restocking Fees

For all eligible remorse returns:

  • Two-Way Freight Costs: The customer is strictly responsible for both the actual original outbound freight cost (which was absorbed as complimentary at checkout, typically $500–$1,000+) and the actual return freight shipping cost.
  • Restocking Fee: A 25% restocking fee is applied to all approved returns to cover factory unpackaging, re-crating, and certified technical re-inspection.
  • Fee Deduction: Both freight charges and the 25% restocking fee will be deducted directly from your final refund amount.

 

5. Defective, Missing, or Damaged Items

We guarantee that your equipment arrives in factory-new condition:

  • Visible Freight Damage: Inspect the crate thoroughly upon carrier arrival. If external damage, punctures, or broken crate panels are observed, you must write "DAMAGED - SUBJECT TO INSPECTION" directly on the driver’s Bill of Lading (BOL) before signing.
  • Concealed Damage Reporting: Any concealed damage or missing hardware discovered after unboxing must be reported to support@therecoverystate.com within 48 hours of delivery along with photos of the crate, labels, and damaged components.
  • Expedited Parts Replacement: When freight damage is properly documented on the BOL, replacement parts or panels are dispatched promptly at zero cost to the customer. Damage to components does not justify full order cancellation; parts will be repaired or replaced under factory warranty.

 

6. Non-Returnable Items

  • Saunas or cold plunges that have been unbanded, unpacked, assembled, filled with water, or connected to electrical service.
  • Custom-milled or bespoke timber saunas once dispatched from the manufacturing facility.
  • Items damaged due to improper foundation preparation, improper electrical wiring, or severe weather exposure during DIY assembly.

 

7. Refund Timelines

  • Inspection: Once the returned freight arrives back at the manufacturing warehouse, items undergo inspection (typically 3–5 business days).
  • Credit Issuance: Approved refunds (minus applicable outbound freight, return freight, and restocking fees) are issued back to the original method of payment within 7–10 business days.

 

8. Contact Information

To submit an RMA inquiry or report transit issues:

  • The Recovery State (Reveles Enterprises LLC)
  • Email: support@therecoverystate.com
  • Phone: (888) 898-1024
  • Address: 905 Harvey Rd NE, Suite B, Auburn, WA 98002
  • Hours: Monday–Friday, 9:00 AM – 5:00 PM PST