Returns, Refunds and Exchanges
This policy applies to equipment bought from ronyen.com and delivered in Thailand. It sits alongside your rights under Thai consumer law, and nothing here reduces those rights.
RonYen Wellness Co., Ltd
300/33 Moo 3, Ban Suan, Mueang Chonburi 20000
VAT 0205569036839
[email protected] | 087 250 2426
YOUR RETURN WINDOW
You have 7 days from the day you receive your order to tell us you want to return it. Notice must be in writing, by email to [email protected] or by message to 06 2229 5157 on LINE or WhatsApp.
The 7 days run from the delivery date, not the order date.
Once we receive your notice, you have a further 14 days to return the goods to us.
WHAT YOU CAN RETURN
Stock items in resalable condition. Unused, undamaged, with all parts, fittings, manuals and original packaging. Ice baths and chillers must not have been filled with water. Sauna heaters must not have been fired.
We will refund the full purchase price, including the original delivery charge.
WHAT WE CANNOT ACCEPT BACK
Made-to-order and custom items. Every custom sauna, custom ice bath and custom cabin is built to the dimensions, timber, steel grade and configuration you specify. These are manufactured for you alone and cannot be resold, so they are not returnable once production has started. You will be told in writing, at the point of order confirmation, that production is about to begin, and that is the last moment you can cancel without charge.
Goods that have been installed, plumbed, wired or altered.
Goods that have been used beyond the handling reasonably needed to check them, for example a bath that has been filled or a sauna that has been heated.
Goods returned without their original packaging, where that packaging is needed to transport them safely.
Consumables that have been opened, including loyly oils and water treatment products.
None of the above limits your rights where an item arrives faulty, damaged or not as described. Those are covered below.
FAULTY, DAMAGED OR NOT AS DESCRIBED
Tell us within 7 days of delivery and send photographs of the fault and of the packaging as it arrived. Freight damage in particular needs photographs of the outer carton or crate before it is discarded.
We will repair, replace or refund. Which applies depends on the fault, and we will agree with you before anything moves. We pay the return freight on faulty goods.
Separately from this policy, your product carries a manufacturer warranty. Warranty terms and duration are listed on each product page under Warranty.
EXCHANGES
We accept exchanges on stock items within the same 7-day window and on the same condition requirements as a return.
If the replacement costs more, you pay the difference. If it costs less, we refund the difference. You pay the outbound freight on the replacement item, and the return freight on the item you are sending back, unless the exchange is because the item was faulty or we sent the wrong thing.
WHO PAYS THE FREIGHT
Change of mind: you pay the return freight.
Faulty, damaged in transit, wrong item sent, or not as described: we pay.
Saunas, ice baths and chillers are heavy freight items. Return freight on a large item can be substantial, so contact us before you arrange anything, and we will quote it and organise the collection for you.
We do not charge a restocking fee.
HOW TO START A RETURN
- Email [email protected] or message 06 2229 5157 on LINE or WhatsApp within 7 days of delivery. Include your order number, what you are returning, and why.
- We will reply with a return authorisation and a collection or delivery address. Do not ship anything back before you have this, as unauthorised returns cannot be tracked to your order and may be refused.
- Pack the item in its original packaging. For crated items, use the original crate.
- We will confirm receipt and inspect the item within 3 business days.
REFUNDS
Once we receive and inspect the return, we will refund within 15 days.
Refunds go back to the original payment method. Bank transfers are returned to the account the payment came from. Card payments are returned to the card.
If an item comes back damaged through handling in your care, we may reduce the refund to reflect that damage, and we will tell you the amount and the reason before we process it.
ORDERS THAT HAVE NOT SHIPPED
You can cancel a stock item at any time before it ships, for a full refund.
Custom and made-to-order items can be cancelled without charge up until production begins. After that, cancellation charges apply, based on materials already committed and work already done. We will tell you the figure before you decide.
WELLNESS GARDEN BOOKINGS
Session bookings at the Wellness Garden are a service, not a product, and are covered by separate booking terms rather than this policy. See our Terms of Service.
QUESTIONS
[email protected]
087 250 2426 (Thai)
06 2229 5157 (English, LINE, WhatsApp)
Last updated: 26 Aug, 2026
