Refund policy

Return and Refund Policy

Effective Date: October 2, 2026
Shipping and return terms vary by product and brand. Each product page lists the terms for that item under Shipping and Returns. Please review them before you order. Where a product page is more specific than this policy, the product page terms apply.

1. Scope

This Return and Refund Policy applies to all purchases made through ForgeRecoveryGroup.com.

2. Contact Information

For questions about returns and refunds, contact our Customer Service team:

Email: support@forgerecoverygroup.com
Phone: 760.840.5141
Address: 11 Long KY, Hitchcock, TX 77563
Hours: Monday to Friday, 9 AM to 5 PM CST

3. Return Window and Costs

Return window: 30 days from delivery.

Damage report window: 48 hours from delivery for freight items, with photos and video. 7 days from delivery for small items.

Restocking fee: Change of mind returns may be subject to a restocking fee of up to 25% of the product price.
Payment processing fees are not refunded on customer-initiated returns.

Shipping costs on change of mind returns: For freight items, both the original shipping cost and the return freight are deducted from your refund. Free shipping applies only to orders that are kept. For small items, the customer pays return shipping.

Shipping costs on our error: For defective, damaged, or incorrect items, we cover return shipping and provide a prepaid label or arrange freight pickup.

4. Return Process

4.1 Starting a Return

Contact Customer Service at support@forgerecoverygroup.com or 760.840.5141.

Provide your order number and the reason for the return.

After we review and approve your request, we will send you detailed return instructions and a return authorization. Returns sent without authorization cannot be accepted.

4.2 Preparing Your Return

Freight items must be returned on the original skid and in the original boxes and packaging. Items without the original skid and boxes cannot be returned. If an item is damaged in return transit because it was not properly packed, the cost of that damage will be deducted from your refund.

Small items should be packed securely in the original packaging.

Include all accessories, manuals, and any free gifts, along with the return authorization you received from Forge Recovery Group.

4.3 Shipping Your Return

Large freight items (saunas, hot tubs, cold plunges, contrast systems) are returned by LTL freight carrier. We will provide instructions with your return authorization.

Small items should be returned by UPS, FedEx, or another trackable shipping method.

5. Return and Refund Conditions

5.1 Change of Mind Returns

Eligibility: Items must be unused, undamaged, and in their original packaging. Freight items must be unassembled and returned on the original skid and in the original boxes.

Restocking fee: Change of mind returns may be subject to a restocking fee of up to 25% of the product price.

Freight items: The original shipping cost and the return freight are deducted from your refund, in addition to any restocking fee.

Refund: Issued to the original payment method, minus any applicable restocking fee and shipping costs.

Before you order: Freight items are large purchases with real return costs. Please confirm your dimensions, access path, and electrical setup before ordering. We're happy to help at 760.840.5141.

5.2 Defective or Damaged Goods

Freight items: Contact us within 48 hours of delivery, with photos and video of the damage.

Small items: Contact us within 7 days of delivery, with photos or video of the defect or damage.

After review and approval, we will offer a replacement, repair, or full refund, including return shipping costs.

5.3 Incorrect Product Received

We will arrange for the incorrect item to be returned at our expense and make sure you receive the correct product.

5.4 Product Never Arrived

We will open an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement.

5.5 Order Cancellation

Before shipment: You can cancel your order for a full refund if it has not shipped. This does not apply to built to order items; see Section 6.

After shipment: Orders cannot be cancelled once shipped. Please follow the return process above.

6. Exceptions

The following items cannot be returned or refunded:

Built to order items, including all Sunbelt Hot Tubs and Cold Plunges. These orders require a 50 percent nonrefundable deposit and cannot be cancelled, refunded, returned, or exchanged once placed. Issues after delivery are handled through the manufacturer's warranty. See the product page for full terms.

Freight items returned without the original skid and boxes.

Assembled freight items, unless defective.

Custom or personalized products: items made to your specifications.

7. Refunds

7.1 Refund Conditions

Refunds are issued after we receive and inspect the returned item.

We will email you to confirm whether your refund is approved.

Items must meet the conditions in Section 5.

7.2 Refund Timing

Refunds are processed to the original payment method within 14 days of receiving the returned item.

It may take up to 30 days for the refund to appear in your account, depending on your bank or card issuer.

7.3 Partial Refunds

Partial refunds may be issued for:

Items not in original condition, damaged, or missing parts for reasons not due to our error.

Items returned more than 30 days after delivery, if accepted at our discretion.

8. Legal Rights

This policy does not affect any rights you may have under applicable law.

9. Questions and Support

For more information, visit our FAQ page or contact our Customer Service team:

Email: support@forgerecoverygroup.com
Phone: 760.840.5141

By making a purchase on our Website, you agree to this Return and Refund Policy.

Forge Recovery Group is owned and operated by PenMu, Inc.
support@ForgeRecoveryGroup.com • 760.840.5141 • 11 Long KY, Hitchcock, TX 77563