Refund policy

Standard Operating Guidelines & Customer Care Agreement

At Odyssey Wellness and Spa, we are committed to offering premium, professional-grade wellness equipment including saunas, hot tubs, massage chairs, red light therapy devices, cold plunges, and hyperbaric chambers. Because our specialized items are large, heavy, and often shipped via freight services, our Return & Refund Policy is structured to provide full transparency and ensure a seamless experience.

We accept return requests on eligible merchandise within 30 days of delivery. To qualify for a return:

·         Condition: The item must be unused, uninstalled, unplumbed, and in its original, pristine condition.

·         Packaging: The product must remain in its complete original packaging, including all pallets, crates, protective coverings, manuals, accessories, and included documentation.

·         Proof of Purchase: You must present a valid order number or proof of purchase.

·         Prior Authorization: All returns require a Return Merchandise Authorization (RMA) prior to being sent back. Unsolicited shipments will be refused.

Non-Returnable & Special Order Items:

·         Custom-Built Orders: Custom saunas, tailored hot tubs, or specialized hyperbaric chambers cannot be canceled or returned once manufacturing or customization has begun.

·         Hygiene & Health Safety: For sanitary reasons, cold plunges or hot tubs that have been filled with water, used, or brought into direct contact with skin/bodily fluids cannot be returned unless confirmed defective under warranty.

Due to the specialized nature, size, and weight of freight equipment:

·         Restocking Fee: Standard approved returns, with the exception of defective products, are subject to a 25% restocking fee to cover receiving, multi-point technical inspection, and re-warehousing.

·         Return Label Delivery: Once your return request is approved, a prepaid return shipping label will be generated and emailed to you within two (2) business days.

·         Pallet & Crate Requirements: Returned items must be securely re-strapped, banded, and palletized/crated in the exact manner they were delivered.

*Exchanges are not accepted.

·         Standard In-Stock Orders: Cancellations submitted prior to dispatch receive a full refund, minus standard non-refundable payment processing charges (typically 3%).

·         In-Transit Shipments: Orders that have already been dispatched or left the manufacturing facility cannot be canceled and will be processed under standard return guidelines (subject to restocking charges).

·         Custom Orders: Custom equipment builds may only be canceled within 24 hours of initial order placement.

Equipment shipments are fulfilled via Curbside Freight with Liftgate delivery service. An adult authorized recipient must be present during delivery.

If equipment arrives functionally defective or encounters operational issues:

·         Reporting Window: Contact customer care within 7 days of delivery with detailed descriptions, photos, and short video clips demonstrating the issue.

·         Manufacturer Coverage: Defects are handled in accordance with the manufacturer's official warranty policy.

·         Resolution Protocol: We work directly with manufacturers to dispatch replacement components, schedule field service technicians, or arrange full replacement units if repairs are infeasible.

1. Submit Request: Contact our support team at support@odysseywellnessandspa.com or 943.293.4778 with your order number and photo documentation.
2. Review & Instructions: Upon approval, you will receive an RMA authorization number and specific freight return instructions.
3. Inspection & Refund: Once delivered to the receiving facility and passed multi-point inspection (3–5 business days), your refund will be processed back to the original payment method, net of applicable restocking fees.