Returns & Refunds Policy
Effective date: August 7, 2026
This policy applies to purchases from TESLI through tesli.ca. TESLI is operated by ZAPARA Saunas (“TESLI,” “we,” “us,” or “our”).
Requesting a return
Contact info@tesli.ca within 30 days after receiving the product and obtain written return authorization before shipping or bringing anything back. Include the order number, product, reason for return, and relevant photographs. Unauthorized returns may be refused.
Return eligibility
Unless a product is defective or applicable law requires otherwise, an eligible product must be unused, uninstalled, unaltered, undamaged, complete, and returned in its original inner and outer packaging with all labels, manuals, hardware, accessories, parts, and documentation. Packaging must be clean and undamaged, with no tape, shipping labels, writing, dirt, or marks added by the customer. If packaging was opened, all components must be placed back in their original positions and shipped in the same orientation as received.
Used, installed, altered, incomplete, improperly packed, or customer-damaged products are not eligible for a standard return and may be refused.
Non-returnable and final-sale products
Custom-made, custom-cut, made-to-order, modified, special-order, clearance, and final-sale products are not returnable unless defective or required by law. Custom saunas, custom sauna kits, prefabricated saunas, outdoor saunas, barrel saunas, cut lumber, and opened or unpacked custom products are final sale.
Return shipping, original shipping, and restocking
Original shipping charges are non-refundable unless TESLI made an error or agrees otherwise in writing. The customer is responsible for return shipping and for loss or damage during return transit unless TESLI agrees otherwise.
A 25% restocking fee applies to approved eligible returns. TESLI may reduce or waive that fee in the written return authorization for an unused, unopened product returned in pristine condition. Any deductions for missing components or damage will be explained after inspection. This fee does not apply where prohibited by law or where TESLI confirms that the return is due to its error or a covered defect.
Damaged, short, or incorrect shipments
Inspect every shipment immediately. Report visible or concealed transit damage, shortages, or an incorrect product within 24 hours of receipt. Provide clear photographs or video of the product, inner and outer packaging, shipping label, positioning, and carrier receipt. Keep all packaging and do not install or discard the product while the claim is reviewed. Carrier investigations may take up to 60 days, and the final carrier decision may affect the available remedy.
Refund processing
After an authorized return is received and inspected, an approved refund will be processed within up to 30 days. It will be issued to the original payment method where possible, or by another agreed method when the original order was paid offline. A bank or payment provider may need additional time to post the credit.
Consumer rights
This policy does not limit any right or remedy that cannot be excluded under applicable consumer-protection law.
Contact
To request a return or report a problem, contact info@tesli.ca or +1 (705) 885-2558. Do not send a return to a TESLI location until you receive written instructions.