Refund policy
Thirty days. Unworn. We cover the return label within Canada and the United States.
The short version
If the hat is not right for you, tell us within 30 days of delivery and we send you a prepaid return label. Once it reaches us, we refund the full purchase price to the payment method you used.
What we can accept
The hat must be unworn and unwashed, with any tags attached, in a condition we could reasonably sell again. Wool felt picks up sauna smoke, perfume and hair oil quickly, so a hat that has been used in a sauna cannot be returned. Trying it on at home is fine.
How to start a return
Email itembox@sendmex.info with your order number and which hats you are sending back. We reply within one business day with a prepaid label. Print it, put the hats back in the original box or any sturdy replacement, and drop the parcel off.
You do not need to give a reason. If you give one anyway, it helps us make the next hat better.
Returning part of a set
Sets are priced as sets. If you send back some but not all of the hats from a multi-hat set, we refund the difference between what you paid and the regular price of the hats you keep. Return the whole set and the whole amount comes back.
Refunds
We issue the refund within two business days of the parcel reaching us, to the card or account you paid with. Your bank usually takes another three to ten business days to show it. Where an original shipping charge applied, it is refunded on full returns.
Exchanges
The hat is one size, so most exchanges are about colour. The fastest route is to return the hat you have and place a new order for the colour you want. Either way we pay for the return label.
Damaged, defective or wrong
If a hat arrives damaged, or is not what you ordered, email itembox@sendmex.info with a photo within 30 days of delivery. We replace it or refund it, whichever you prefer, and we cover shipping both ways. Nothing here limits your rights under applicable consumer protection law.
After 30 days
Merino felt should survive years of regular sauna use. If something goes wrong outside the return window and it looks like a manufacturing fault rather than wear, write to us anyway. We would rather hear about it.
Contact
Saunatär
5550 Cambie St, Unit 206
Vancouver, BC V5Z 3A2
Canada
itembox@sendmex.info
+1 236-997-3000