Refund policy

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Return & Refund Policy

Last updated: May 1, 2026

This policy explains how returns, refunds, and exchanges work for products purchased from Søvna (operated by Primedexa). By placing an order, you accept the terms below.

Return Window

You may request a return within 30 days of the delivery date. Return requests received after this window will not be accepted.

Eligibility

The sauna must be in its original, unused condition.
All original packaging, manuals, and accessories must be included.
The cabin and components must be free of damage, modification, or installation residue.
Saunas that have been assembled, wired into a circuit, or used cannot be returned for change-of-mind reasons (defective-unit returns are handled separately — see below).

How to Start a Return (RMA Process)

To start a return, email support@primedexa.com with:

Your order number
The product model and serial number
The reason for return
Photos showing the condition of the product and packaging

Our team will review and respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and the return shipping address. Returns sent without an RMA will not be processed and may be refused at the carrier.

Return Shipping Costs

Change of mind: The customer is responsible for return shipping, freight, and any return packaging required for safe transit. Original outbound shipping fees are non-refundable.
Defective on arrival or damaged in transit: Søvna covers return shipping in full and either replaces the unit at no charge or issues a full refund, including the original shipping fee.
Wrong item shipped: Søvna covers all costs to ship the correct unit and recover the incorrect one.

Defective or Damaged Items

Inspect your sauna at the time of delivery. If the unit arrives damaged or defective, you must notify us in writing at support@primedexa.com within 72 hours of delivery with photographs of the damage and packaging. We will arrange a replacement or full refund at no cost to you.

Refund Processing

Once your returned item is received and inspected, we will email you to confirm approval or rejection of the refund. Approved refunds are issued to the original payment method within 7–10 business days. The exact time funds appear on your statement depends on your bank or card issuer.

Restocking Fee

A 15% restocking fee may apply to change-of-mind returns of saunas that ship via freight, to cover inspection, repackaging, and re-warehousing. This fee does not apply to defective or wrong-item returns.

Non-Returnable Items

Custom or made-to-order saunas
Used saunas (assembled, wired, or operated)
Sauna accessories (buckets, ladles, stones, towels) once opened
Gift cards

Exchanges

If you'd like a different model, complete the return process above and place a new order for the model you want. We do not offer direct model-to-model exchanges due to freight and inventory routing.