We want you to understand your options before ordering. This policy explains our standard return conditions and the exceptions that apply to specific brands.

We work with several brands, and some have different return and cancellation requirements. Please review the applicable brand section and any return conditions displayed on the product page before purchasing.

If you have any questions, please don’t hesitate to contact us at customercare@kinauralife.com, call (302) 208-4650, or use our live chat. Our customer care team is available Monday to Friday, 9 AM to 4 PM Central Time (CT).

Standard 30-Day Return Policy

For eligible products, you may request a return within 30 calendar days of delivery.

Products must be new, unused and undamaged, with all original packaging, accessories, parts and manuals. Products that have been installed, assembled or used are not eligible for return because of a change of mind.

Products made to order, unsealed health or hygiene products, and products identified as final sale are excluded from the standard policy.

How to Request a Return

Email customercare@kinauralife.com with:

• Your order number and name.
• The product you wish to return.
• Photographs of the product and packaging, where applicable.
• Details of any damage, defect or incorrect item.

For an eligible return because of a change of mind, providing a reason is optional.

We will provide the return instructions and a Return Merchandise Authorization (RMA) number. Do not ship a product back before receiving authorization. The return address may be the manufacturer’s facility and may differ from Kinaura Life’s business address.

Pack the product securely and include the RMA as instructed.

Return Shipping and Costs

For eligible returns because of a change of mind, the customer pays return shipping. Original shipping charges, where charged, are not refundable.

If an item arrives damaged, defective or incorrect, contact us before arranging transportation. Kinaura Life will coordinate the appropriate resolution and covered shipping with the manufacturer.

Large items may require freight collection. We will explain the arrangements and applicable costs before the return proceeds.

Brand Exceptions

Golden Designs, Dynamic Saunas and Maxxus Saunas

Returns because of a change of mind are accepted within 30 days of delivery, subject to authorization.

The product must be received in new condition, unused and in its original packaging. The customer pays return shipping, and a 20% restocking fee applies to the product price. These are the manufacturer's conditions for this brand group.

If your product is defective, damaged on arrival or incorrect, contact us so we can arrange the appropriate resolution. The restocking fee and return shipping costs do not apply in those cases.

Elina Pilates

Elina Pilates products are final sale, including equipment, accessories, replacement parts and custom configurations.

Returns because of a change of mind are not accepted. Manufacturing defects, delivery damage and incorrect items must be reported to Kinaura Life so we can coordinate the applicable manufacturer claim.

Elina Pilates cancellations are subject to the specific cancellation terms below.

Oxford Medical Instruments — OMI

OMI products cannot be returned because of a change of mind.

If a product has a fault, contact Kinaura Life to arrange the claim with OMI. For an accepted claim involving a faulty product, OMI covers collection of the faulty product and shipment of a new replacement unit.

This replacement process is separate from a standard return for a refund.

Lumara

Lumara offers returns within 30 days of delivery if you are unsatisfied with your order. This brand exception takes precedence over our standard return eligibility conditions.

If you would prefer a different Lumara system, contact customercare@kinauralife.com to discuss an exchange and any available discounts.

Please allow 1–3 weeks to process Lumara returns, replacements and troubleshooting requests. This is the service processing timeframe; approved monetary refunds remain subject to the Refunds section below.

Other Brands

The standard policy applies unless a different condition is clearly stated on the product page or in the relevant brand section of this policy.

Exchanges

Except for Lumara requests handled under the brand policy above, we do not offer direct exchanges because of a change of mind. For other eligible products, request a return and place a separate order for the replacement product. The new order does not waive return conditions or applicable costs.

This does not affect replacements arranged for faulty, damaged or incorrect products, including OMI’s replacement process.

Damaged or Incorrect Deliveries

Inspect your delivery when it arrives. Record visible damage with the carrier before signing and keep the packaging.

Report delivery damage to customercare@kinauralife.com within 48 hours of receipt, including your order number and photographs of the product, packaging and shipping label.

For a defect discovered later, contact us promptly so we can review the applicable manufacturer warranty. Damage caused by misuse is not covered by the standard return policy.

Refunds

Returned items are inspected by the receiving supplier.

Once an eligible return has been received and inspected, we will process the approved refund within 14 business days, using the original payment method. Your payment provider may take additional time to display the credit.

We will explain any applicable deductions when confirming the refund.

Cancellations

Contact customercare@kinauralife.com as soon as possible to request cancellation.

Orders cancelled before processing receive a refund, subject to these exceptions:

• Orders above $5,000, or accounts with repeated cancellations: a 5% cancellation fee applies regardless of order status.
• Elina Pilates: a 10% cancellation fee applies regardless of order status.
• Where both percentage fees apply, only the 10% fee is charged.
• Orders for products made to order cannot be cancelled once placed.

After processing, a cancellation request is subject to the product’s return eligibility and applicable shipping costs. Products sold as final sale do not become returnable because cancellation is requested after processing.

Refused or Undeliverable Shipments

Refusing delivery does not replace an authorized return or override a final sale restriction.

Applicable outbound and return transport costs, and any expressly disclosed charges for the relevant brand, may be deducted from an eligible refund.

Questions

Before ordering or arranging a return, contact customercare@kinauralife.com, call (302) 208-4650, or use our live chat.

Our customer care team is available Monday to Friday, 9 AM to 4 PM Central Time (CT). We will help you identify the conditions that apply to your product.