Return and Refund Policy

Effective Date: 06/14/2025

Luxury Spas (Cold Plunge)

  • Return eligibility: Unopened/unused units within 14 days of delivery with an RMA.
  • Fees: 20% restocking; outbound freight non-refundable; return freight is the customer’s responsibility (we can arrange a curbside pickup quote).
  • Not returnable: Opened/installed/used units, water-contact components, and customized orders.
  • How to start: Email support@shoprecoveryhaus.com with order #, photos of sealed packaging, and reason for return.

SunRay (Saunas)

  • Return eligibility: Unopened/unused within 14 days with RMA.
  • Fees: 20% restocking; outbound freight non-refundable; customer pays return freight.
  • Not returnable: Installed/used units, electrical components removed from packaging, custom finishes.
  • How to start: Email support@shoprecoveryhaus.com with order #, photos of sealed packaging.

 

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the RecoveryHaus by House of Klein website located at shoprecoveryhaus.com.

 

2. Contact Information

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

  •  Email: support@shoprecoveryhaus.com
  •   Phone:  +1(646)883-3715 
  •   Address: 41 State Street Albany, NY 12207 

    41 State Street 

    Albany, NY 12207

  •   Hours: 
    • Mon–Fri: 8:00 AM – 6:00 PM
    • Saturday: 10:00 AM – 5:00 PM
    • Sunday: Closed

 

3. Return Eligibility

Customers in the United States have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, 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.
    We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at support@shoprecoveryhaus.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at support@shoprecoveryhaus.com.



    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at support@shoprecoveryhaus.com.

 

4. Return Process

4.1 Initiating a Return

To initiate a return:

      1. Contact Customer Service:

    • Email us at support@shoprecoveryhaus.com or call +1 (646) 883-8715 within 14 days of receiving your order.
    • Provide your order number and a detailed 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.

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 the Return

  • Shipping Method:
    • Use [Preferred Shipping Method, e.g., a trackable courier service].
      [EXAMPLE
  • Shipping the Return
    •  Ship the package within 7 days of receiving the return authorization.
    • Use a trackable shipping method to ensure your package arrives safely.]
  • Return Window:
    • Ship the item within 7 days after receiving the return authorization.

 

5. Return Shipping Costs

  • Customer Responsibility:
    • All return shipping costs are the responsibility of the customer

 

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 14  days of receipt.
  • Refund:
    • A refund will be issued to the original payment method, minus any applicable 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.

6.3 Incorrect Product Received

  • Notification:
    • Inform us immediately upon receipt.
  • 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 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 [Number of Days, e.g., 14 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 [Number of Days] days after delivery.

 

9. Exchanges

  • Eligibility:
    • We replace items if they are defective, damaged, or incorrect.
  • Process:
    • To request an exchange, contact us at [Customer Service Email].
  • 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 14 days of receiving the product.
  • Return Processing:
    • After receiving and inspecting the returned item, we will process the refund within 14 days.
  • Refund Period:
    • It may take up to 14 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@shoprecoveryhaus.com
    • Phone: +1 (646) 883-8715

 

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

RecoveryHaus by House of Klein
support@recoveryhaus.com
+1 (646) 883-8715

41 State Street Albany, NY 12207