Return & Refund Policy

Return & Refund Policy

At Burneek, we stand behind the quality of our products and your satisfaction is our top priority. That’s why we offer a 30-Day Return Period on all eligible products from the date of shipment. We're here to make things right, but we do have a few guidelines to ensure a smooth return process. To be eligible for a return, your item must be in the same condition as when you received it, unused, unworn, uninstalled and in its original packaging. We understand the nature of our products, so for health and safety reasons, we cannot accept returns for saunas or cold plunges that have been used.

Conditions for Returns:

Return Timeframe: You have up to 30 days from the date of shipment to request a return (eligible items only).
Unused Condition: Items must be unused, unworn, uninstalled and in new condition, returned in their original packaging.
Photos Required: We may request photos of the product to verify that it is in its original condition before approving the return.
Restocking Fee: A 25% restocking fee will be applied to all returned items.
Shipping Costs: Return shipping costs are the responsibility of the customer. You will need to cover the cost of sending the product back to our warehouse. If an order is shipped (freight or UPS parcel) and the shipment is refused, a delivery appointment is not scheduled/accepted (when applicable), or delivery is otherwise declined by the customer, the order will be treated as a return once it is sent back to our warehouse. In these cases, the customer is responsible for return shipping costs. If outbound shipping was paid at checkout, the customer is responsible for the return (inbound) shipping back to our warehouse. If outbound shipping was not paid at checkout, the customer is responsible for both outbound and return shipping charges, in addition to the 25% restocking fee.

To initiate a return, please contact our customer support at support@burneek.com to receive detailed instructions on how to start the return process.

Damages and Issues

Please inspect your order upon reception and contact us within 4 days if the item is defective, damaged, or if you received the wrong item. Our team will assess the issue and make it right.

Please Note: Damage from basic wear and tear or misuse will not be eligible for replacements. Replacements are only applicable for manufacturing defects reported within 4 days of receiving the order. We reserve the right to deny replacements if the product is forcefully damaged or abused.

Refunds

Once your return is received and inspected, we will notify you if your refund has been approved or rejected. If your return is approved, we will process your refund to your original payment method, minus the 25% restocking fee, within 5–10 business days. If the product is found to be used, your refund request will be denied.

1-Year Warranty (Standard)

All Burneek products are covered by a 1-year warranty (2-year on Onyxeek Sauna) against manufacturing defects. This warranty does not cover normal wear and tear, accidental damage, or issues caused by misuse. If your product has a manufacturing defect, please contact our support team to begin a warranty claim.

2-Year Warranty HALO Sauna Promotion (Now Ended)

From October 23, 2024 to April 24, 2025, Burneek offered a limited-time promotion extending the standard warranty to 2 years for qualifying purchases of the HALO Sauna.

If you purchased your HALO Sauna during this promotional window, your product is covered by the 2-year warranty. Orders placed before or after these dates are covered under the standard 1-year warranty, as that was the stated policy at the time of purchase.

Cancellation Policy

Automated Zero-Delay Fulfillment:
All orders begin processing the moment you check out. Because our system is fully automated and geared for same-day shipping (orders placed before 5 PM EST), an order cannot be interrupted or modified once submitted.

No Cancellations After Checkout (In-Stock / Ready-to-Ship Items):
Orders for in-stock items that are ready to ship cannot be canceled under any circumstances after they are placed. If you no longer want an item, please allow the package to arrive and then follow our standard return procedure. All returns must meet the requirements outlined in our Return Policy. Once your order has shipped, it becomes subject to the applicable 25% restocking fee. If you refuse delivery, the shipment is returned-to-sender/undeliverable, or the shipment is returned because a delivery appointment was not scheduled/accepted (when applicable) by the customer, the package will be sent back to our warehouse and processed as a return, and return shipping costs (including return shipping to our warehouse) may be deducted in addition to the 25% restocking fee. If outbound shipping was not paid at checkout, outbound shipping costs may also be deducted.

This return period applies only to eligible items and does not apply to pre-order or made-to-order items, which follow the cancellation terms outlined below for lead-time/pre-order products.

Orders with Lead Time - Production Allocation Policy

Effective June 19, 2025, certain products purchased on our website may be subject to a lead time due to high demand and temporary stock shortages. When you place an order for a product under lead time, your unit is immediately entered into our production schedule, and a product is reserved and assigned to you.

You may request to cancel a lead-time order anytime before the shipment window begins (as displayed on the product page/checkout at the time of purchase). However, because production begins immediately after the order is placed, a cancellation results in a unit that must be absorbed by our operations and resold. For this reason, a 25% restocking fee will be deducted from the refund amount for any lead-time cancellation. This fee helps cover processing and operational costs associated with cancellations, including non-refundable payment processing fees (up to 12%), as well as the administrative handling required to remove an order from production and inventory planning during Early Access. Once a pre-order or lead-time item has shipped, any refusal of delivery or return will be handled under the Returns Policy, including the 25% restocking fee and applicable return shipping costs (return shipping to our warehouse). If outbound shipping was not paid at checkout, outbound shipping costs may also apply.

We appreciate your understanding and patience as we work to fulfill high demand with care and efficiency.

Made-to-Order & Pre-Order Items (Saunas & Cold Plunges)

Certain products on our website are made to order, including our saunas and cold plunges. This means your unit is individually produced for you once your order is placed. Pre-order items fall into this same category.

All pre-order items are made-to-order, and once an order is placed, the unit is immediately assigned into production for that customer.

You may request to cancel a pre-order anytime before the shipment window begins (as displayed on the product page/checkout at the time of purchase). However, because production begins immediately after the order is placed, a cancellation results in a made-to-order unit that must be absorbed by our operations and resold. For this reason, a 25% restocking fee will be deducted from the refund amount for any pre-order cancellation. This fee helps cover processing and operational costs associated with cancellations, including non-refundable payment processing fees (up to 12%), as well as the administrative handling required to remove an order from production and inventory planning during Early Access. Once a pre-order or lead-time item has shipped, any refusal of delivery or return will be handled under the Returns Policy, including the 25% restocking fee and applicable return shipping costs (return shipping to our warehouse). If outbound shipping was not paid at checkout, outbound shipping costs may also apply.

Pre-Order Lead Times

For pre-order products, the estimated shipping window is clearly displayed on the product page and/or landing page at the time of purchase.

Your product (sauna or cold plunge) will be shipped within the timeframe shown on the product page you ordered from. Placing a pre-order means you agree to wait for your unit to be produced and delivered during that stated window.

Chargebacks & Payment Disputes

A chargeback is not a substitute for our refund policy.

Initiating a chargeback is not a substitute for our refund and cancellation policies. For pre-order and lead-time items, cancellations may be requested before the shipment window begins (as displayed at checkout), and are subject to the 25% restocking fee outlined above.

If a chargeback or payment dispute is filed, we will respond to the bank or payment provider with documentation, including:

A copy of this policy
Your order details
The product page showing the pre-order status and lead times
Proof that we are fulfilling the order as agreed

We will continue to fulfill the order in accordance with the shipping window displayed at checkout unless the order is canceled in accordance with the policy above, or unless required otherwise by law or the payment provider’s final decision.

It is the customer’s responsibility to review our policies and lead times before placing an order. By completing your purchase, you confirm that you have read and accepted these terms.

While pre-orders and made-to-order items follow the specific cancellation terms outlined above, we stand firmly behind our products:

We proudly offer 1–2 years of warranty coverage (depending on the product), and we are committed to making things right in the case of defects covered by warranty.

We are here to support you with installation, troubleshooting, and warranty service so you can enjoy your sauna or cold plunge with confidence.

All we ask in return is that customers respect our made-to-order and pre-order policies and lead times, as these protect the stability of our company and allow us to continue offering high-quality, specialized wellness products.

We reserve the right, at our sole discretion, to update, change or replace any part of these Return & Refund Policy by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Return & Refund Policy constitutes acceptance of those changes.