Returns & Cancellations

Our Approach to Returns & Cancellations

At SanaVi Health Systems, we believe return and cancellation terms should be clear before a customer places an order. Because SanaVi offers products from multiple manufacturers, some products are subject to manufacturer or product-specific requirements.

This Returns & Cancellations Policy applies to purchases completed directly through SanaViHealthSystems.com.

The SanaVi Standard U.S. Return Policy applies unless the product’s manufacturer is listed under the Manufacturer & Product-Specific Return Policy Exceptions section below.

SanaVi Standard U.S. Return Policy

Products governed by the SanaVi Standard U.S. Return Policy can be returned within 30 days of delivery.

Products must be returned in new condition, complete with all included components and accessories, and without signs of use, wear, damage, or alteration.

Returns are made by mail, and the customer is responsible for return shipping costs.

SanaVi does not charge a restocking fee under the Standard U.S. Return Policy, and exchanges are not accepted. For returns that meet the requirements of the SanaVi Standard U.S. Return Policy, approved refunds are processed within 10 days after the returned product is received and inspected.

Standard Return Terms

Returns: Accepted for both defective and non-defective products
Exchanges: Not accepted
Accepted condition: Only new products
Return window: 30 days from delivery
Return method: By mail, after contacting SanaVi Health Systems and following the applicable return instructions.
Return label & return shipping costs: Customer responsibility
Restocking fee: None
Refund processing time: Within 10 days after the returned product is received and inspected.

How to Request a Return

All return requests for purchases made through SanaVi Health Systems must begin with SanaVi.

To request a return, contact SanaVi Health Systems at support@sanavihealthsystems.com and include your order number and the product you wish to return.

Do not ship a product to SanaVi’s business mailing address, a manufacturer, warehouse, fulfillment center, or other location unless SanaVi has provided or confirmed the applicable return instructions.

When required, SanaVi will coordinate with the manufacturer or fulfillment partner to obtain the appropriate return authorization, return destination, and shipping instructions.

Submitting a return request does not by itself authorize a return. Products must be returned according to the instructions provided for the applicable order.

Order Cancellations & Payment-Processing Fees

Customers should submit cancellation requests within 24 hours of purchase. Because some orders are transmitted to manufacturers or fulfillment partners shortly after they are placed, cancellation is not guaranteed even when requested within this period.

A cancellation is final only after SanaVi Health Systems confirms in writing that the order can still be stopped based on its processing, fulfillment, packaging, freight scheduling, shipping status, and any applicable manufacturer or product-specific cancellation terms.

Order Cancellation Fee

When a customer-requested cancellation is approved, the refund may be reduced by an Order Cancellation Fee equal only to the actual non-refundable payment processing cost charged to SanaVi Health Systems for that specific transaction.

This fee is not added to the purchase price at checkout. It is deducted only when:

the customer requests cancellation;
SanaVi approves the cancellation; and
SanaVi has incurred a payment processing cost that is not refunded or reversed.

SanaVi will deduct only the actual processing cost recorded for the transaction. A higher processing rate will not be applied simply because another payment method carries a higher rate.

Manufacturer or product-specific cancellation costs may also apply when they are stated in the applicable Manufacturer & Product-Specific Return Policy Exception below and are actually imposed on SanaVi.

When the Order Cancellation Fee Does Not Apply

The Order Cancellation Fee does not apply when:

SanaVi independently cancels the order for reasons unrelated to a customer cancellation request;
no non-refundable payment processing cost was incurred; or
the applicable payment processing cost is refunded, voided, or reversed to SanaVi.

Cancellation Fees Are Separate From Return Restocking Fees

An Order Cancellation Fee is not a return restocking fee.

The SanaVi Standard U.S. Return Policy does not charge a restocking fee for an approved return. Any manufacturer or product-specific restocking fee applies only when it is stated in the applicable Manufacturer & Product-Specific Return Policy Exception.

Current Online Payment Processing Rates

The rates below are provided for transparency and show how an Order Cancellation Fee may be calculated. These charges are not added to the customer’s purchase price at checkout.

Consumer Cards (Shopify Standard): Domestic 2.7% + $0.30; International 3.7% + $0.30
Commercial, Corporate & Business Cards (Shopify Premium): Domestic 3.3% + $0.30; International 4.3% + $0.30
Manually Entered Cards: Domestic 3.5% + $0.10; International 3.5% + $0.10
American Express: Domestic 3.3% + $0.30; International 4.3% + $0.30
PayPal Wallet: Domestic 3.49% + $0.49; International 4.99% + $0.49
USDC Digital Currency: 2.7% + $0.30
Shop Pay Installments: 5.9% + $0.30
ACH Direct Debit: 1.0% + $0.00; fee cap $7.50

Payment-processing rates are subject to change by the applicable payment provider. The actual non-refundable processing cost recorded for the customer’s transaction—not the highest rate listed above—governs the Order Cancellation Fee.

Orders Paid with Shop Pay Installments or Affirm

Using Shop Pay Installments or Affirm does not change the return eligibility or return terms that apply to a product.

If a return or cancellation is approved, SanaVi will process the applicable refund through the original payment transaction. The financing provider will then apply the refund or adjustment to the customer’s financing account according to its own processing procedures and terms.

Payment schedules, financing charges, account adjustments, and the timing of updates to a customer’s financing account are governed by the applicable financing provider.

Customers should continue to follow their scheduled payment obligations until the financing provider confirms that the applicable refund or account adjustment has been completed.

The applicable SanaVi Standard U.S. Return Policy or manufacturer-specific terms applicable to the product determine return eligibility, not the use of Shop Pay Installments or Affirm.

Product Fit & Pre-Purchase Responsibility

Before ordering, customers are responsible for reviewing applicable product dimensions, specifications, placement requirements, delivery access, electrical requirements, and installation needs to confirm that the product is appropriate for its intended location.

This is especially important for large-format, freight-shipped, special order, or manufacturer-fulfilled products. When a manufacturer or product has specific return or cancellation requirements related to product fit, delivery, installation, freight, or other product-specific conditions, those terms are stated in the Manufacturer & Product-Specific Return Policy Exceptions below.

Manufacturer & Product-Specific Return Policy Exceptions

If a manufacturer is listed below, that manufacturer’s return policy applies to its products. If a manufacturer is not listed, the SanaVi Standard U.S. Return Policy applies.

Some manufacturers have separate policies for different product types, such as equipment and accessories. These exceptions may differ in return window, accepted condition, return shipping responsibility, restocking fees, exchange eligibility, cancellation terms, refund processing time, or other product-specific requirements.

Please select the applicable manufacturer below and review the policy before ordering.

Ceragem — Return Policy Exception

Ceragem products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 14 days from delivery.
Product condition: Gently used condition. Products returned damaged, with missing parts, or showing signs of abuse may be refused or may be subject to additional restocking charges.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping after contacting SanaVi Health Systems and completing the applicable Ceragem return process.
Return label & return shipping costs: Customer responsibility.
Restocking fee: 20% of the original product purchase price.
Refund method: Approved refunds are returned to the original payment method.
Refund processing time: Within 21 days.
Promotional items: Promotional items included with the original purchase must also be returned in their original condition and packaging. If a promotional item is retained or not returned, its full retail value may be deducted from the refund.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

Ceragem requires return authorization before a product is returned. SanaVi will review the request and direct you to the appropriate next steps based on Ceragem’s applicable return requirements.

Do not ship a product to SanaVi, Ceragem, a warehouse, or another location until the applicable return instructions have been provided.

Cancellations

Ceragem states that customer-requested cancellations are subject to a manufacturer cancellation fee after an order has been placed. SanaVi will confirm any applicable Ceragem cancellation charge before an approved cancellation is finalized.

Dynamic Cold Therapy — Return Policy Exception

Dynamic Cold Therapy products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days from delivery.
Product condition: Products must be new and unused and returned in their original packaging.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping after contacting SanaVi Health Systems and completing the applicable Dynamic Cold Therapy return process.
Return label & return shipping costs: Customer responsibility, including applicable shipping costs to and from Dynamic Cold Therapy.
Risk of loss: Customer assumes the risk of loss associated with the return shipment.
Restocking fee: 20% handling and restocking fee.
Additional return costs: Applicable storage and routing costs also apply.
Refund processing time: Within 7 days after the returned product has been received by the warehouse, inspected, and approved for refund.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

Dynamic Cold Therapy requires a manufacturer-issued Return Merchandise Authorization (RMA) number before a return can be accepted. SanaVi will review the request and direct you through the applicable Dynamic Cold Therapy return process, including the required RMA and return-shipping instructions.

Do not ship a product to SanaVi, Dynamic Cold Therapy, a warehouse, or another location until the applicable return instructions have been provided. Returns sent without the required RMA may be refused.

Cancellations

Dynamic Cold Therapy orders must be canceled within 24 hours of purchase.

Canceled orders are subject to the manufacturer’s 20% handling/restocking fee, applicable storage and routing costs, and applicable shipping costs to and from Dynamic Cold Therapy.

Echo Water — Return Policy Exception

Echo Water products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Available for eligible products within 60 days of delivery.
Return window: 60 days from delivery.
Product condition: Returned products must be in resalable condition.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Echo Water return process.
Return label: A prepaid return shipping label is provided for approved returns.
Return shipping costs: Covered when the provided prepaid return label is used. Customers planning to use an alternate return-shipping method should obtain approval in advance.
Restocking fee: None for eligible Echo Water products currently sold by SanaVi.
Refund method: Approved refunds are issued to the original payment method. If the original payment method is no longer available, store credit may be requested before the refund is processed.
Refund processing time: Within 14 days after the returned product has been received, inspected, and approved.

Non-Returnable Items

The following items are not eligible for return:

Water filters removed from their protective packaging.
Products marked Final Sale or Closeout.
Gift cards or custom/personalized products.
Echo Care.
Products received free as part of a bundle or promotion.
Damaged products that do not qualify for applicable warranty coverage.

Return Requests

All return and exchange requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return or exchange.

SanaVi will review the request and direct you through the applicable Echo Water return process. Approved returns will receive the applicable return instructions and prepaid shipping label.

Do not ship a product to SanaVi, Echo Water, a warehouse, or another location until the appropriate return instructions have been provided. Unauthorized returns may be rejected.

Cancellations

Echo Water orders may be canceled as long as the order has not yet shipped.

Golden Designs — Return Policy Exception

Golden Designs products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days from delivery.
Product condition: Products must be new and unused and returned in their original packaging.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping after contacting SanaVi Health Systems and completing the applicable Golden Designs return process.
Return label & return shipping costs: Customer responsibility, including applicable shipping costs to and from Golden Designs.
Risk of loss: Customer assumes the risk of loss associated with the return shipment.
Restocking fee: 20% of the total purchase price for each sauna.
Additional return costs: Applicable storage and routing costs also apply.
Refund processing time: Within 7 days after the returned product has been received by the warehouse, inspected, and approved for refund.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

Golden Designs requires a manufacturer-issued Return Merchandise Authorization (RMA) number before a return can be accepted. SanaVi will review the request and direct you through the applicable Golden Designs return process, including the required RMA and return-shipping instructions.

Do not ship a product to SanaVi, Golden Designs, a warehouse, or another location until the applicable return instructions have been provided. Returns sent without the required RMA may be refused.

Cancellations

Golden Designs orders must be canceled within 24 hours of purchase.

Canceled orders are subject to the manufacturer’s 20% handling/restocking fee for each sauna, applicable storage and routing costs, and applicable shipping costs to and from Golden Designs.

CERAGEM

Ceragem — Return Policy Exception

Ceragem products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 14 days from delivery.
Product condition: Gently used condition. Products returned damaged, with missing parts, or showing signs of abuse may be refused or may be subject to additional restocking charges.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping after contacting SanaVi Health Systems and completing the applicable Ceragem return process.
Return label & return shipping costs: Customer responsibility.
Restocking fee: 20% of the original product purchase price.
Refund method: Approved refunds are returned to the original payment method.
Refund processing time: Within 21 days.
Promotional items: Promotional items included with the original purchase must also be returned in their original condition and packaging. If a promotional item is retained or not returned, its full retail value may be deducted from the refund.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

Ceragem requires return authorization before a product is returned. SanaVi will review the request and direct you to the appropriate next steps based on Ceragem’s applicable return requirements.

Do not ship a product to SanaVi, Ceragem, a warehouse, or another location until the applicable return instructions have been provided.

Cancellations

DREAMPOD

Dreampod — Return Policy Exception

Dreampod products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days from delivery.
Product condition: Unused and in the same condition as received, with all original packaging.
Proof of purchase: Required for all returns.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping after contacting SanaVi Health Systems and completing the applicable Dreampod return process.
Return label & return shipping costs: Customer responsibility.
Shipping costs: Non-refundable.
Restocking fee: 20% of the product purchase price.
Refund processing time: Within 21 days after the returned product has been received, inspected, and approved.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

SanaVi will review the request and direct you to the appropriate next steps based on Dreampod’s applicable return requirements.

Do not ship a product to SanaVi, Dreampod, a warehouse, or another location until the applicable return instructions have been provided.

Cancellations

Dreampod orders may be canceled before shipment. Approved cancellations are refunded less any applicable fees already paid or incurred by Dreampod in connection with the order.

DYNAMIC COLD THERAPY

Dynamic Cold Therapy — Return Policy Exception

Dynamic Cold Therapy products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days from delivery.
Product condition: Products must be new and unused and returned in their original packaging.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping after contacting SanaVi Health Systems and completing the applicable Dynamic Cold Therapy return process.
Return label & return shipping costs: Customer responsibility, including applicable shipping costs to and from Dynamic Cold Therapy.
Risk of loss: Customer assumes the risk of loss associated with the return shipment.
Restocking fee: 20% handling and restocking fee.
Additional return costs: Applicable storage and routing costs also apply.
Refund processing time: Within 7 days after the returned product has been received by the warehouse, inspected, and approved for refund.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

Cancellations

Dynamic Cold Therapy orders must be canceled within 24 hours of purchase.

Canceled orders are subject to the manufacturer’s 20% handling/restocking fee, applicable storage and routing costs, and applicable shipping costs to and from Dynamic Cold Therapy.

ECHO WATER

Echo Water — Return Policy Exception

Echo Water products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Available for eligible products within 60 days of delivery.
Return window: 60 days from delivery.
Product condition: Returned products must be in resalable condition.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Echo Water return process.
Return label: A prepaid return shipping label is provided for approved returns.
Return shipping costs: Covered when the provided prepaid return label is used. Customers planning to use an alternate return-shipping method should obtain approval in advance.
Restocking fee: None for eligible Echo Water products currently sold by SanaVi.
Refund method: Approved refunds are issued to the original payment method. If the original payment method is no longer available, store credit may be requested before the refund is processed.
Refund processing time: Within 14 days after the returned product has been received, inspected, and approved.

Non-Returnable Items

The following items are not eligible for return:

Water filters removed from their protective packaging.
Products marked Final Sale or Closeout.
Gift cards or custom/personalized products.
Echo Care.
Products received free as part of a bundle or promotion.
Damaged products that do not qualify for applicable warranty coverage.

Return Requests

All return and exchange requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return or exchange.

SanaVi will review the request and direct you through the applicable Echo Water return process. Approved returns will receive the applicable return instructions and prepaid shipping label.

Do not ship a product to SanaVi, Echo Water, a warehouse, or another location until the appropriate return instructions have been provided. Unauthorized returns may be rejected.

Cancellations

Echo Water orders may be canceled as long as the order has not yet shipped.

GOLDEN DESIGNS

Golden Designs — Return Policy Exception

Golden Designs products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days from delivery.
Product condition: Products must be new and unused and returned in their original packaging.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping after contacting SanaVi Health Systems and completing the applicable Golden Designs return process.
Return label & return shipping costs: Customer responsibility, including applicable shipping costs to and from Golden Designs.
Risk of loss: Customer assumes the risk of loss associated with the return shipment.
Restocking fee: 20% of the total purchase price for each sauna.
Additional return costs: Applicable storage and routing costs also apply.
Refund processing time: Within 7 days after the returned product has been received by the warehouse, inspected, and approved for refund.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

Do not ship a product to SanaVi, Golden Designs, a warehouse, or another location until the applicable return instructions have been provided. Returns sent without the required RMA may be refused.

Cancellations

Golden Designs orders must be canceled within 24 hours of purchase.

Canceled orders are subject to the manufacturer’s 20% handling/restocking fee for each sauna, applicable storage and routing costs, and applicable shipping costs to and from Golden Designs.

Kineon — Return Policy Exception

Kineon products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days.
Return eligibility: Kineon provides a 30-day satisfaction guarantee when the manufacturer’s recommended consistent-use guidelines have been followed.
Product condition: New and slightly used products.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Kineon return process.
Return label & return shipping costs: Customer responsibility.
Shipping costs: Shipping costs are excluded from the refund.
Restocking fee: None under the SanaVi Standard U.S. Return Policy; Kineon does not state a separate restocking fee.
Refund processing time: Within 10 days under the SanaVi Standard U.S. Return Policy.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

SanaVi will review the request and direct you to the appropriate next steps based on Kineon’s applicable return requirements.

Do not ship a product to SanaVi, Kineon, a warehouse, or another location until the applicable return instructions have been provided.

Cancellations

Kineon orders may be canceled only if they have not yet been processed or shipped.

Once an order has been dispatched, it can no longer be canceled and must instead be evaluated under the applicable return policy.

Power Plate — Return Policy Exception

Power Plate products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Equipment Returns — My Series, Pro Series & REV

For purposes of this policy, Power Plate Equipment includes My Series, Pro Series and REV units.

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days from delivery.
Product condition: New condition with all included accessories.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping. My Series and Pro Series equipment is subject to Power Plate’s authorized-partner delivery, installation, and return-pickup requirements after contacting SanaVi Health Systems and completing the applicable Power Plate return process.
Return label & return shipping costs: Customer responsibility.
Opened equipment restocking fee: 15% of the product purchase price.
Unopened equipment restocking fee: 5% of the product purchase price.
Refund method: Approved equipment refunds are issued in the same form as the original payment.
Refund processing time: Within 30 days after Power Plate receives the returned equipment.
Damage deductions: Damage to Power Plate equipment occurring while in the customer’s possession may be deducted from the refund.

MOVE & Personal Equipment and Accessories Returns

For purposes of this policy, this category includes Power Plate MOVE and Personal equipment and all Power Plate accessories.

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days from delivery.
Product condition: Products must be unopened and unused.
Used products: Used products in this category are not returnable.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Power Plate return process.
Return label & return shipping costs: Customer responsibility.
Restocking fee: 5% for qualifying unopened products.
Refund processing time: Within 30 days after Power Plate receives the returned product.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number, the Power Plate product purchased, and the reason for the requested return.

SanaVi will review the request and direct you through the applicable Power Plate return process.

Do not ship a product to SanaVi, Power Plate, a warehouse, or another location until the applicable return instructions have been provided.

Cancellations

Cancellations involving non-common-carrier Power Plate products are subject to an applicable local shipper service fee.

Cancellations requested after an order has shipped are subject to applicable return-shipping fees.

KINEON

Kineon — Return Policy Exception

Kineon products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days.
Return eligibility: Kineon provides a 30-day satisfaction guarantee when the manufacturer’s recommended consistent-use guidelines have been followed.
Product condition: New and slightly used products.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Kineon return process.
Return label & return shipping costs: Customer responsibility.
Shipping costs: Shipping costs are excluded from the refund.
Restocking fee: None under the SanaVi Standard U.S. Return Policy; Kineon does not state a separate restocking fee.
Refund processing time: Within 10 days under the SanaVi Standard U.S. Return Policy.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

SanaVi will review the request and direct you to the appropriate next steps based on Kineon’s applicable return requirements.

Do not ship a product to SanaVi, Kineon, a warehouse, or another location until the applicable return instructions have been provided.

Cancellations

Kineon orders may be canceled only if they have not yet been processed or shipped.

Once an order has been dispatched, it can no longer be canceled and must instead be evaluated under the applicable return policy.

LUMARA

Lumara — Return Policy Exception

Lumara products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Available for eligible products.
Product condition: New and slightly used products.
Return window: 30 days.
Return eligibility: Eligible Lumara products may be returned if the customer is unsatisfied with the purchase.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Lumara return process.
Return label & return shipping costs: Customer responsibility.
Restocking fee: None.
Refund processing time: Within 21 days.
Damaged, defective, or incorrect products: Customers should report products received damaged, defective, or incorrect promptly so the issue can be evaluated and appropriate next steps provided.

Return Requests

All return and exchange requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return or exchange.

SanaVi will review the request and direct you to the appropriate next steps based on the applicable Lumara return requirements.

Do not ship a product to Lumara, a warehouse, or another location until the applicable return instructions have been provided.

MAS PEMF

MAS PEMF — Return Policy Exception

MAS PEMF products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days.
Return eligibility: The MAS Vital PEMF Mat System may be returned during the 30-day evaluation period.
Product condition: Clean and undamaged, with all included system components, accessories, and power connections.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable MAS PEMF return process.
Return label & return shipping costs: Customer responsibility.
Restocking fee: $500.
Refund processing time: Within 21 days.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

SanaVi will review the request and direct you to the appropriate next steps based on MAS PEMF’s applicable return requirements.

Do not ship a product to MAS PEMF, a service center, warehouse, or another location until the applicable return instructions have been provided.

POWER PLATE

Power Plate — Return Policy Exception

Power Plate products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Equipment Returns — My Series, Pro Series & REV

For purposes of this policy, Power Plate Equipment includes My Series, Pro Series and REV units.

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days from delivery.
Product condition: New condition with all included accessories.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping. My Series and Pro Series equipment is subject to Power Plate’s authorized-partner delivery, installation, and return-pickup requirements after contacting SanaVi Health Systems and completing the applicable Power Plate return process.
Return label & return shipping costs: Customer responsibility.
Opened equipment restocking fee: 15% of the product purchase price.
Unopened equipment restocking fee: 5% of the product purchase price.
Refund method: Approved equipment refunds are issued in the same form as the original payment.
Refund processing time: Within 30 days after Power Plate receives the returned equipment.
Damage deductions: Damage to Power Plate equipment occurring while in the customer’s possession may be deducted from the refund.

MOVE & Personal Equipment and Accessories Returns

For purposes of this policy, this category includes Power Plate MOVE and Personal equipment and all Power Plate accessories.

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted.
Return window: 30 days from delivery.
Product condition: Products must be unopened and unused.
Used products: Used products in this category are not returnable.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Power Plate return process.
Return label & return shipping costs: Customer responsibility.
Restocking fee: 5% for qualifying unopened products.
Refund processing time: Within 30 days after Power Plate receives the returned product.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number, the Power Plate product purchased, and the reason for the requested return.

SanaVi will review the request and direct you through the applicable Power Plate return process.

Do not ship a product to SanaVi, Power Plate, a warehouse, or another location until the applicable return instructions have been provided.

Cancellations

Cancellations involving non-common-carrier Power Plate products are subject to an applicable local shipper service fee.

Cancellations requested after an order has shipped are subject to applicable return-shipping fees.

Prestige Hyperbaric — Return Policy Exception

For purposes of this policy, “Tier 3” refers to Prestige Hyperbaric products that are freight, oversized, made-to-order, configured, or otherwise classified as capital equipment. These products are subject to the following manufacturer-specific return and cancellation terms. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Buyer’s-remorse returns are not accepted after the product has shipped. Post-shipment returns are limited to defective, damaged, or otherwise manufacturer-authorized returns under the applicable Prestige Hyperbaric process.
Exchanges: Not accepted.
Product condition: Any authorized return must satisfy the applicable Prestige Hyperbaric RMA and inspection requirements.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping under the applicable Prestige Hyperbaric return instructions.
Return label & return shipping costs: Customer responsibility for authorized returns unless otherwise directed as part of an approved manufacturer remedy.
Return authorization: A written Return Merchandise Authorization (RMA) is required before any product may be returned.
Return transit risk: The customer bears the risk of loss or damage during return transit until Prestige receives and inspects the product.
Refund method: Approved refunds are issued to the original payment method.
Refund processing time: Within 10 business days after the authorized return has been received, inspected, and approved.
Unauthorized or unacceptable returns: Prestige may reject or return at the customer’s expense products that are unauthorized, used, incomplete, altered, damaged, contaminated, incorrect, or otherwise non-resalable, as permitted under the applicable policy.

Cancellations

Cancellation window: Tier 3 orders may be canceled without a manufacturer cancellation fee only when written cancellation notice is received within 24 hours of the order timestamp.
After 24 hours: The order becomes non-cancellable because production, reservation, configuration, freight planning, or other commitments may have begun.
Discretionary pre-shipment exception: If Prestige agrees in writing to allow cancellation after the 24-hour window but before shipment or production commitment, a 35% cancellation/restocking fee applies, along with applicable nonrecoverable manufacturer, freight, storage, handling, payment-processing, and third-party costs.
After shipment: Buyer’s-remorse cancellation or return is not accepted.
Refused or undeliverable freight: Refused, undeliverable, rerouted, missed-appointment, or storage-incurring freight remains the customer’s responsibility, including applicable carrier, return-freight, storage, reconsignment, liftgate, packaging, and insurance costs.

Freight Delivery Damage

Customers should inspect freight shipments before signing for delivery and while the carrier is present.

Visible damage or shortages should be specifically documented on the carrier’s delivery receipt or Bill of Lading before signing, and photographs should be taken.

Damage or shortage claims, including concealed damage, must be reported within 24 hours of delivery. All packaging, crates, products, photographs, and delivery documentation should be preserved while the claim is evaluated.

For verified transit damage reported according to the required process, Prestige may arrange repair, replacement parts, replacement, carrier-claim handling, or another applicable remedy.

Freight damage does not create a general right to cancel an otherwise correctly fulfilled order.

Return & Cancellation Requests

All return and cancellation requests for purchases made through SanaVi Health Systems must begin with SanaVi.

Contact SanaVi with your order number and the reason for the request. SanaVi will review the request and direct you through the applicable Prestige Hyperbaric process.

Do not refuse delivery or ship a product to SanaVi, Prestige Hyperbaric, a warehouse, or another location unless the applicable instructions have been provided.

Renew Red Light — Return Policy Exception

Renew Red Light products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted. Returns are not eligible for exchange, substitution, or store credit.
Return window: 30 days from delivery. Return shipments must be postmarked within the 30-day return period.
Product condition: Like-new condition, with all original packaging, components, and included items.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Renew Red Light return process.
Return label: A return shipping label is provided for approved returns.
Return shipping costs: Customer responsibility. The applicable return-shipping cost is deducted from the refund.
Restocking fee: None.
Inspection: Returned products are inspected and processed within 7 days of receipt.
Refund processing time: Within 14 days after the return has been received, inspected, and accepted.
Incomplete or damaged returns: Returns with missing components, missing original packaging, or product damage may be refused.

Cancellations

Cancellations: Orders may be canceled as long as the order has not yet shipped.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

SanaVi will review the request and direct you through the applicable Renew Red Light return process, including any required manufacturer return form, return label, and shipping instructions.

Do not ship a product to SanaVi, Renew Red Light, a warehouse, or another location until the applicable return instructions have been provided. Unauthorized returns or products shipped to an incorrect return location may be refused.

Return Shipping & Delivery Exceptions

Customers are responsible for the risk associated with return shipment. Renew Red Light does not accept responsibility for return shipments that are lost or damaged in transit.

Orders refused at delivery or returned to sender may have both original and return shipping costs deducted from the refund and may require additional processing time before a refund can be issued.

Tyent — Return Policy Exception

Tyent products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Direct exchanges are not accepted. The original product must first be returned and accepted, after which a separate purchase may be made for the replacement product.
Product condition: New and slightly used products.
Return window: 75 days for eligible residential water ionizer units.
Eligibility: The 75-day trial applies to first-time Tyent retail customers in North America and does not apply to wholesale purchases, trade-in purchases, upgrade purchases, or promotional purchases.
Excluded products: Stand-alone filters and portable ionizers are not included in the 75-day trial.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Tyent return process.
Return label & return shipping costs: Customer responsibility.
Shipping deduction: Approved returns are refunded minus applicable shipping costs and the 15% restocking fee.
Restocking fee: 15% of the total purchase price.
Refund method: Approved refunds are issued to the original payment method.
Refund processing time: Within 14 days after the returned product has been received, inspected, and approved for refund.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

SanaVi will review the request and direct you to the appropriate next steps based on Tyent’s applicable return requirements.

Do not ship a product to SanaVi, Tyent, a warehouse, or another location until the applicable return instructions have been provided.

Cancellations

Tyent orders may be canceled before shipment.

If the order has not shipped, the applicable refund is issued upon cancellation. If the order has already shipped, the product must first be returned to Tyent before the refund can be processed.

PRESTIGE HYPERBARIC

Prestige Hyperbaric — Return Policy Exception

Returns

Returns: Buyer’s-remorse returns are not accepted after the product has shipped. Post-shipment returns are limited to defective, damaged, or otherwise manufacturer-authorized returns under the applicable Prestige Hyperbaric process.
Exchanges: Not accepted.
Product condition: Any authorized return must satisfy the applicable Prestige Hyperbaric RMA and inspection requirements.
Return method: By mail. Large or heavy products may require freight or other carrier-based return shipping under the applicable Prestige Hyperbaric return instructions.
Return label & return shipping costs: Customer responsibility for authorized returns unless otherwise directed as part of an approved manufacturer remedy.
Return authorization: A written Return Merchandise Authorization (RMA) is required before any product may be returned.
Return transit risk: The customer bears the risk of loss or damage during return transit until Prestige receives and inspects the product.
Refund method: Approved refunds are issued to the original payment method.
Refund processing time: Within 10 business days after the authorized return has been received, inspected, and approved.
Unauthorized or unacceptable returns: Prestige may reject or return at the customer’s expense products that are unauthorized, used, incomplete, altered, damaged, contaminated, incorrect, or otherwise non-resalable, as permitted under the applicable policy.

Cancellations

Cancellation window: Tier 3 orders may be canceled without a manufacturer cancellation fee only when written cancellation notice is received within 24 hours of the order timestamp.
After 24 hours: The order becomes non-cancellable because production, reservation, configuration, freight planning, or other commitments may have begun.
Discretionary pre-shipment exception: If Prestige agrees in writing to allow cancellation after the 24-hour window but before shipment or production commitment, a 35% cancellation/restocking fee applies, along with applicable nonrecoverable manufacturer, freight, storage, handling, payment-processing, and third-party costs.
After shipment: Buyer’s-remorse cancellation or return is not accepted.
Refused or undeliverable freight: Refused, undeliverable, rerouted, missed-appointment, or storage-incurring freight remains the customer’s responsibility, including applicable carrier, return-freight, storage, reconsignment, liftgate, packaging, and insurance costs.

Freight Delivery Damage

Customers should inspect freight shipments before signing for delivery and while the carrier is present.

Visible damage or shortages should be specifically documented on the carrier’s delivery receipt or Bill of Lading before signing, and photographs should be taken.

For verified transit damage reported according to the required process, Prestige may arrange repair, replacement parts, replacement, carrier-claim handling, or another applicable remedy.

Freight damage does not create a general right to cancel an otherwise correctly fulfilled order.

Return & Cancellation Requests

All return and cancellation requests for purchases made through SanaVi Health Systems must begin with SanaVi.

Contact SanaVi with your order number and the reason for the request. SanaVi will review the request and direct you through the applicable Prestige Hyperbaric process.

Do not refuse delivery or ship a product to SanaVi, Prestige Hyperbaric, a warehouse, or another location unless the applicable instructions have been provided.

RENEW RED LIGHT

Renew Red Light — Return Policy Exception

Renew Red Light products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Not accepted. Returns are not eligible for exchange, substitution, or store credit.
Return window: 30 days from delivery. Return shipments must be postmarked within the 30-day return period.
Product condition: Like-new condition, with all original packaging, components, and included items.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Renew Red Light return process.
Return label: A return shipping label is provided for approved returns.
Return shipping costs: Customer responsibility. The applicable return-shipping cost is deducted from the refund.
Restocking fee: None.
Inspection: Returned products are inspected and processed within 7 days of receipt.
Refund processing time: Within 14 days after the return has been received, inspected, and accepted.
Incomplete or damaged returns: Returns with missing components, missing original packaging, or product damage may be refused.

Cancellations

Cancellations: Orders may be canceled as long as the order has not yet shipped.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

SanaVi will review the request and direct you through the applicable Renew Red Light return process, including any required manufacturer return form, return label, and shipping instructions.

Return Shipping & Delivery Exceptions

Customers are responsible for the risk associated with return shipment. Renew Red Light does not accept responsibility for return shipments that are lost or damaged in transit.

Orders refused at delivery or returned to sender may have both original and return shipping costs deducted from the refund and may require additional processing time before a refund can be issued.

TYENT

Tyent — Return Policy Exception

Tyent products are subject to the following manufacturer-specific return policy exception. Where these terms differ from the SanaVi Standard U.S. Return Policy, the terms below apply.

Returns

Returns: Accepted for both defective and non-defective products.
Exchanges: Direct exchanges are not accepted. The original product must first be returned and accepted, after which a separate purchase may be made for the replacement product.
Product condition: New and slightly used products.
Return window: 75 days for eligible residential water ionizer units.
Eligibility: The 75-day trial applies to first-time Tyent retail customers in North America and does not apply to wholesale purchases, trade-in purchases, upgrade purchases, or promotional purchases.
Excluded products: Stand-alone filters and portable ionizers are not included in the 75-day trial.
Return method: By mail, after contacting SanaVi Health Systems and completing the applicable Tyent return process.
Return label & return shipping costs: Customer responsibility.
Shipping deduction: Approved returns are refunded minus applicable shipping costs and the 15% restocking fee.
Restocking fee: 15% of the total purchase price.
Refund method: Approved refunds are issued to the original payment method.
Refund processing time: Within 14 days after the returned product has been received, inspected, and approved for refund.

Return Requests

All return requests must begin with SanaVi Health Systems. Contact SanaVi first with your order number and reason for the requested return.

SanaVi will review the request and direct you to the appropriate next steps based on Tyent’s applicable return requirements.

Do not ship a product to SanaVi, Tyent, a warehouse, or another location until the applicable return instructions have been provided.

Cancellations

Tyent orders may be canceled before shipment.

If the order has not shipped, the applicable refund is issued upon cancellation. If the order has already shipped, the product must first be returned to Tyent before the refund can be processed.

Contact SanaVi

If you have questions about returns, cancellations, refunds, applicable manufacturer-specific terms, or need assistance with an order, our team is available to help.

support@sanavihealthsystems.com

SanaVi Health Systems LLC
PO Box 884
Erie CO 80516

888.488.8784 (toll-free)
970.373.0123 (local)

You may also reach us through our Contact Page.