Last Updated: July 2026
What's possible depends heavily on the type of order — whether it's a standard product, or something special-order or made to order — and how far along it is. This policy explains how that works.
BUXENA LLC
22 Silvermine Woods
Wilton, CT 06897
United States
Email: info@buxena.com
Because our products are large, often imported to order, and sometimes built to a specific configuration, returns and cancellations are handled case by case rather than under one fixed rule. Always contact us before returning anything — see Section 9.
For products we hold as standard stock, contact us as soon as possible if you'd like to cancel or return your order. We'll confirm what's possible for your specific order, including any timing and condition requirements, in writing.
Many of our sauna models are imported or produced specifically for your order. Once production has started, a special-order, custom, or made-to-order product may no longer be eligible for cancellation or return. We will tell you clearly at the time of order whether your configuration falls into this category, and what that means for cancellation.
If you need to cancel before your order ships, contact us immediately at info@buxena.com. Whether a cancellation fee applies — and how much — depends on how far along the order is (for example, whether production or customs clearance has already started) and will be confirmed with you directly rather than charged at a fixed, pre-set rate.
Orders that are already in production, in transit, or delivered are more limited in what can be changed or cancelled. We will always tell you what your options actually are for your specific order rather than apply a blanket rule.
Where a return is accepted, the product generally needs to be unused, in its original packaging where possible, and in resalable condition, unless the return is due to damage or a defect. We'll confirm the specific condition requirements for your return in writing before you send anything back.
Who pays return freight depends on the reason for the return. Given the size of these products, return shipping can be a meaningful cost — we'll be upfront with you about it before you proceed. If we shipped the wrong item or it arrived damaged or defective, see Section 8.
If your order arrived damaged, defective, or different from what you ordered, contact us promptly — see our Shipping & Delivery Policy for how to report shipping damage. We'll work with you on a repair, replacement, or other resolution appropriate to the situation.
Email info@buxena.com with your order details and what you'd like to do. Please don't ship anything back before we've confirmed the details with you in writing — unauthorized returns may not be accepted.
We may update this policy from time to time. We will revise the "Last Updated" date above whenever we make a material change.
Questions about a return or cancellation can be directed to:
BUXENA LLC
22 Silvermine Woods
Wilton, CT 06897
United States
Email: info@buxena.com
