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Return and Refund Policy

Effective Date: September 8, 2025

Brand by Brand 

 

SaunaLife, Cozy Heat, Harvia, Narvi, HUUM, Finnmark Designs

  • Return Eligibility:

    • Returns are accepted for new and uninstalled items only.

    • Items must be returned within 30 days of purchase.

  • Return Authorization:

    • Contact Support@OutdoorIndulgence.com to begin the return process.

    • A Return Authorization (RA) number must be obtained before sending any item back.

  • Returns Due to Damage or Error:

    • If returning due to shipping damage or an Outdoor Indulgence error, include photos of the issue.

    • Note whether damage was recorded at delivery.

    • We covers shipping costs for returns caused by shipping damage or company error.

  • Customer-Initiated Returns:

    • No fixed restocking fee is charged for standard returns.

    • We recommend shipping the item back insured and using the same method it was sent (Ground or LTL).

    • Upon return, products are inspected for damage:

      • If undamaged: a credit is issued for the full purchase amount, minus any re-boxing fees (~$20–$50 depending on product).

      • If damaged: you’ll be notified to file a claim with your shipping carrier.

 

The Outdoor GreatRoom Company

Return Policy & Restocking Charges

  • To return products due to defects, incorrect product, incorrect shipments, or any other reason, a Return Material Authorization (RMA) is required. Please notify our Customer Service department to request a Return Material Authorization and provide the original order number, and the nature of the problem.
  •  A return material authorization must be requested within 30 days of receiving the product, or up to the discretion of the Outdoor GreatRoom Company
  • RMA’s will be closed if the merchandise is not delivered within 14 days of receiving the Return Material Authorization.
  • Any returned merchandise to receive a credit must be returned in original shipping cartons, with proper packaging in place, and be in sellable condition; an inspection upon return will take place.
  • Products deemed to be beyond the warranty date, those which have been used, product that is not manufactured by the Outdoor GreatRoom Company, or for which credit is not to be issued, will be held for 14 days. Customers will be contacted and may request a return shipment at their own expense.
  • Custom and White Label items may not be returned for credit.
  • Any products received back to the Outdoor GreatRoom Company (with an RMA) after 45 days, will not be given credit
  • Freight charges must be prepaid on orders that are returned due to buyer’s remorse or order error.
  • The Outdoor GreatRoom Company reserves the right to select the transportation carrier on all orders. However, OGC tries to comply with customer requests for specific carriers so long as OGC’s paid transportation costs are acceptable.
  • OGC will make every effort to honor specific carrier routing requests when the customer is responsible for the freight charges. It is the customer’s responsibility to inform OGC of the preferred carrier(s) for each origin/destination combination. Shipments tendered to the customer’s preferred carrier(s) must be “freight collect” or “third party billed.” OGC is not responsible for the service provided by the customer’s carrier.
  • Customer requests for airfreight, dedicated truck, expedite carriers or overnight shipments will result in freight costs being charged back to the customer. Additional accessorial charges including Layover, Reconsignment, Inside Delivery, etc. Incurred will be passed along to the customer.
  • OGC shall have no liability for failure to deliver or perform or for the delay in delivery, due to any cause outside the control of OGC. The liability of the carrier constitutes the transport of property with reasonable dispatch and delivery within a reasonable time.
  • The Outdoor GreatRoom Company reserves the right to bill actual freight charges in situations where the customer request is outside the normal shipment & delivery practices.

 

 

Outdoor Indulgence Return and Refund Policies are overridden by the above Brand Policies

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Outdoor Indulgence website located at www.OutdoorIndulgence.com ("Website").

 2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: support@OutdoorIndulgence.com
  • Phone: 571-500-9547

    Hours: Monday to Friday, 9:00 AM - 5:00 PM Eastern Time (ET) 

3. Return Eligibility

Customers in the United States have the right to cancel their purchase and return the product within 30 days of receipt, subject to the conditions outlined below.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required. 

4. Return Process

4.1 Initiating a Return

  1. Contact Customer Service:
    • Email us at support@OutdoorIndulgence.com or call 571-500-9547 within <30 days of receiving your order.
    • Provide your order number and a reason for the return.
  2. Return Authorization:
    • After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label for a specific carrier.
    • All return shipping costs are the responsibility of the customer and will be deducted from the refund. The exception being if the product was damaged, defective, or did not match the description, see section 6 below.

4.2 Preparing Your Return

  1. Package the Item Safely:
    • Securely pack the item in its original packaging.
    • Ensure all accessories, manuals, and free gifts are included.
  2. Include Documentation:
    • Include the return authorization form and any necessary supporting documents or images.
  3. Attach Shipping Label:
    • Download and print the return shipping label provided in our email.
    • Affix the label to the outside of the package.

4.3 Shipping Return

  1. Ship the package within 7 days of receiving the return authorization.
  2. Use the trackable shipping carrier dictated by the RMA to ensure your package arrives safely. 

5. Return Shipping Costs

  • Customer Responsibility: All return shipping costs are the responsibility of the customer and will be deducted from the refund. The exception being if the product was damaged, defective, or did not match the description, see section 6 below.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Eligibility:
    • Items must be unused, undamaged, and in original packaging.
    • Return request must be made within 30 days of receipt.
  • Refund:
    • A refund will be issued to the original payment method, minus any applicable shipping and restocking fees.

6.2 Defective or Damaged Goods

  • Notification:
    • Contact us within 48 hours of receiving the item.
  • Documentation:
    • Provide photos or videos of the defect or damage.
  • Resolution:
    • We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

  • Notification:
    • Inform us immediately upon receipt, within 48 hours.
  • Resolution:
    • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

  • Notification:
    • Contact us if your product does not arrive within the estimated delivery time.
  • Resolution:
    • We will initiate an investigation with the carrier.
    • If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Package Marked Delivered but Not Received 

  • Notification: 
    • If your order is marked as delivered but you did not receive it, please contact us within 24 hours of the delivery date.
  • Resolution: 
    • We will initiate an investigation with the carrier to confirm delivery details. 
    • If the package is confirmed to have been delivered to the correct address and is suspected to have been stolen from your property, we recommend filing a police report. 
    • In such cases, Outdoor Indulgence is not liable for the loss and no refund or replacement will be issued. 
    • Customers have the option to upgrade shipping with signature confirmation, insurance, or other safeguards to reduce this risk by contacting us by phone or email to coordinate.

6.6 Order Cancellation

  • Before Shipment:
    • You can cancel your order for a full refund if it has not yet been shipped.
  • After Shipment:
    • If the order has already been shipped, please follow the return procedure after receiving the product.

 7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or Personalized Products:
    • Items made to your specifications or clearly personalized.
  • Perishable Goods:
    • Such as food, flowers, newspapers, or magazines.
  • Intimate or Sanitary Goods:
    • Including underwear, swimwear, and personal care items, unless unopened and unused.
  • Gift Cards and Downloadable Software Products.

8. Refunds

8.1 Refund Conditions

  • Approval:
    • Refunds are issued after we receive and inspect the returned item.
  • Notification:
    • We will notify you via email regarding the approval or rejection of your refund.
  • Condition:
    • Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

  • Method:
    • Refunds will be processed to the original payment method used at the time of purchase.
  • Time Frame:
    • It may take up to 30 days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

  • Condition Issues:
    • Items not in original condition, damaged, or missing parts for reasons not due to our error.
  • Late Returns:
    • Items returned more than 44 days after delivery.

 9. Exchanges

  • Eligibility:
    • We replace items if they are defective, damaged, or incorrect.
  • Process:
    • To request an exchange, contact us at support@OutdoorIndulgence.com.
  • Shipping Costs:
    • For defective or incorrect items, we cover the shipping costs.
    • For exchanges due to change of mind, customers are responsible for shipping costs.

10. Timelines

  • Return Window:
    • Returns must be reported and shipped within 37 days of receiving the product.
  • Return Processing:
    • After receiving and inspecting the returned item, we will process the refund within 7 days.
  • Refund Period:
    • It may take up to 30 days for the refund to appear in your account after approval.

 11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

 12. Questions and Support

For more information, please:

  • Contact our Customer Service team:
    • Email: support@OutdoorIndulgence.com
    • Phone: 571-500-9547 

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

Outdoor Indulgence
support@OutdoorIndulgence.com
571-500-9547