1. Order Cancellation – Before Delivery or Installation

Customers may request to cancel an order prior to delivery or installation under the following conditions:

A. Down Payments for Incoming Products

For down payments made to reserve a product that is already in transit to Aruba:

• If the customer chooses to cancel, a 10% fee of the total product price will be charged.
• This fee covers international freight, customs processing, and reservation costs.

B. Cancellation of In‑Stock Products

For products that Lux Thermal Equipment Aruba currently has in stock:

• Cancellations made within 48 hours of purchase: No cancellation fee will be charged.
• Cancellations made after 48 hours but before delivery or installation: A standard restocking or administrative fee may apply depending on preparation work already completed.

Custom or special‑order items (including non‑stock saunas, cold plunges, or accessories) cannot be canceled once the order has been placed with the manufacturer.

2. Cancellation After Delivery or Installation

Once a product has been delivered or installed:

• Installed products are not eligible for cancellation or return. This is due to the nature of thermal equipment, electrical setup, and hygiene considerations.
• Delivered but unopened products may be eligible for return within 3 days, subject to:
  • 20% restocking fee
  • Inspection to confirm the product is unused and in original packaging
  • Customer covering return transportation costs

Products that have been opened, used, or show signs of installation are not eligible for cancellation or return.

3. Rescheduling Installation

Customers may request to reschedule installation:

• At least 48 hours in advance: No fee
• Less than 48 hours before scheduled installation: A service call fee may apply to cover technician scheduling and transportation.

4. Order Changes & Upgrades

Changes to product models, sizes, or configurations can be requested before installation. Approval depends on:

• Product availability
• Whether the original item has already shipped
• Any price differences between models

If the product has already shipped, change requests may incur restocking or freight fees.

5. Non‑Refundable Items

The following items cannot be canceled, returned, or refunded:

• Custom‑built saunas or cold plunges
• Special‑order components or accessories
• Electrical or plumbing materials purchased specifically for the installation site
• Products damaged due to improper storage after delivery
• Items exposed to moisture, chemicals, or outdoor conditions prior to installation

6. Warranty & Cancellation Relationship

Cancellation policies are separate from warranty coverage. Once installed, all products fall under the Lux Thermal Equipment Aruba Warranty, which covers:

• Hardware defects
• Faulty components
• Labor for warranty repairs
• Issues arising from normal, proper use

Warranty claims do not qualify as grounds for cancellation or refund.

7. How to Request a Cancellation

All cancellation or change requests must be submitted in writing and include:

• Customer name
• Invoice number
• Product details
• Reason for cancellation
• Photos (if applicable)

Requests can be sent via email or WhatsApp to the Lux Thermal Equipment Aruba service team.

8. Final Decision Authority

Lux Thermal Equipment Aruba reserves the right to approve or deny cancellation requests based on:

• Product condition
• Installation status
• Manufacturer policies
• Compliance with this cancellation policy