Refund policy
Shipping, Return & Refund Policy
Effective Date: June 2026
Prime Regeneration is an online retail brand owned and operated by CL Stores LLC. We work with established manufacturers, authorized distributors, and supplier partners to process and fulfill customer orders. Manufacturer warranties apply where applicable and may vary by brand, product, and manufacturer terms.
At Prime Regeneration, we want customers to feel confident and informed before placing an order. Because many of our products are large, heavy, freight-shipped, special-order, made-to-order, or fulfilled directly through manufacturer and supplier partners, shipping, delivery, cancellation, return, refund, damage, and warranty terms may vary by brand, product type, and order status.
This policy explains our general shipping, return, refund, damage, cancellation, and warranty terms. Product-specific terms shown on individual product pages also apply and may take priority where applicable.
Shipping Areas
Prime Regeneration currently ships to customers within the United States. Some products may only be available for shipment to the contiguous United States, also known as the lower 48 states. Shipping availability may vary by brand, manufacturer, product size, freight requirements, and delivery location.
Shipping availability for Alaska, Hawaii, U.S. territories, islands, ferry-access locations, remote areas, or other special delivery locations may vary by product and may require a custom quote or may not be available.
At this time, Prime Regeneration does not operate a public retail showroom and does not offer in-store pickup.
Shipping Costs
Shipping costs vary by product, brand, supplier, delivery method, and delivery location. Some products may include free shipping, some may include flat-rate freight shipping, and some may have shipping calculated at checkout or quoted after order review.
Where a product qualifies for free shipping, flat-rate shipping, or special freight pricing, those details will be shown on the product page or at checkout whenever applicable.
Additional shipping charges may apply for remote locations, limited-access delivery areas, islands, ferry-access locations, special delivery requirements, failed delivery attempts, address changes, storage fees, reconsignment, redelivery, terminal storage, or customer-requested delivery changes.
Shipping Timelines
Shipping timelines vary by brand, product type, inventory status, production schedule, supplier processing, and carrier availability. Estimated shipping or delivery timelines shown on product pages are estimates only and are not guaranteed.
Some items may ship quickly if in stock, while other items may be made to order, special order, backordered, or shipped directly from the manufacturer, distributor, or supplier. Customers will be notified if we become aware of a significant shipping delay affecting their order.
Order Processing
Orders are reviewed after checkout for product availability, shipping requirements, address accuracy, payment confirmation, fraud review, supplier processing, and fulfillment requirements. If additional information is needed to process or ship an order, Prime Regeneration may contact the customer before the order is released for fulfillment.
For large freight, custom, made-to-order, special-order, or manufacturer-direct products, order processing may begin shortly after purchase. Once an order has been submitted to the manufacturer, entered production, prepared for freight shipment, or shipped, cancellation may no longer be possible.
Parcel, Freight, and Large Item Delivery
Smaller items may ship by parcel carrier. Large, heavy, oversized, fully assembled, or specialty items may ship by freight carrier, LTL freight, flatbed trailer, or another specialized delivery method depending on the product and brand.
Freight deliveries are typically curbside, driveway, or end-of-driveway deliveries unless otherwise stated. Freight carriers are not generally responsible for moving products into a home, garage, backyard, side yard, deck, patio, sauna location, or final installation area.
The customer is responsible for ensuring that the delivery location is accessible and that any required unloading equipment, labor, forklift, crane, pallet jack, tilt tow, or other placement equipment is available when required by the product size and delivery method.
Delivery Appointments
Many freight shipments require a delivery appointment. Customers are responsible for responding to carrier scheduling calls, emails, or messages in a timely manner.
Missed delivery appointments, inability to unload, incorrect contact information, unavailable delivery access, or customer-caused delivery delays may result in additional carrier fees.
Storage fees, redelivery fees, reconsignment fees, address correction fees, or other carrier charges caused by missed appointments, delayed scheduling, failed delivery, or customer-requested changes may be the responsibility of the customer.
Freight Delivery Inspection
Customers must inspect freight shipments at the time of delivery before signing the delivery receipt or Bill of Lading whenever possible.
If the crate, pallet, box, or shipment shows visible damage, the customer should take clear photos and note the damage on the carrier’s delivery receipt or Bill of Lading before signing. We recommend writing: “Crate arrived open/damaged – possible hidden damage.”
Visible freight damage should be reported to Prime Regeneration as soon as possible, preferably within 48 hours of delivery, with clear photos of the shipment, packaging, labels, and affected product areas.
Damaged, Defective, or Incorrect Items
If an order arrives damaged, defective, or incorrect, please contact Prime Regeneration as soon as possible after delivery. Customers should keep all packaging materials, cartons, pallets, crates, labels, manuals, and parts until the issue has been reviewed and resolved.
Prime Regeneration will work with the manufacturer, supplier, carrier, or fulfillment partner to determine the appropriate resolution. Depending on the situation, the resolution may include replacement parts, repair guidance, a replacement item, a carrier claim, manufacturer warranty review, or another approved solution.
Failure to document visible freight damage at delivery or failure to report damage promptly may affect the resolution process with the carrier, supplier, or manufacturer.
Return Eligibility
Eligible items may be returned within 30 days of delivery if they are:
- New, unused, and uninstalled
- In original condition
- Returned with original packaging and all included parts, materials, accessories, manuals, and documentation
- Approved for return by Prime Regeneration before being shipped back
Items that have been used, installed, assembled, altered, modified, damaged after delivery, or returned without approval may not be eligible for a refund.
Return Authorization Required
A Return Authorization (RA) is required before any item is returned. Returns sent without prior authorization may be refused, delayed, returned to the customer, or ineligible for refund.
To request a return, please contact Prime Regeneration with your order number, product information, delivery date, reason for return, and photos if applicable. If your return is approved, we will provide return instructions.
Product-Specific Return Rules
Because Prime Regeneration sells products from multiple manufacturers, authorized distributors, and supplier partners, return requirements may vary by brand, product type, size, freight method, condition, order status, or supplier policy.
Some oversized, freight-shipped, specialty, custom-built, made-to-order, special-order, open-box, clearance, final-sale, installed, used, or supplier-restricted items may have limited return eligibility once an order has shipped, entered production, or been submitted to the manufacturer.
When a product has a known product-specific return limitation, fee, cancellation restriction, or supplier-required condition, that information will be disclosed on the product page before purchase whenever applicable and confirmed during the return authorization process.
Restocking Fees and Return Fees
Prime Regeneration does not charge a standard restocking fee on every order. However, some manufacturers, distributors, or supplier partners may require product-specific restocking fees, cancellation fees, repackaging fees, return handling fees, or other return-related charges for certain products.
When applicable, product-specific restocking fees typically range from 10% to 25% of the product price, depending on the manufacturer, supplier, product condition, packaging condition, return requirements, and timing of the return request.
Any applicable restocking fee, cancellation fee, repackaging fee, return freight charge, handling fee, or supplier-required deduction will be communicated during the return authorization or cancellation review process whenever applicable.
Non-Returnable Items
The following items are not eligible for return, exchange, or refund unless required by law:
- Used, installed, assembled, altered, modified, or damaged items
- Items not in original condition or original packaging
- Items missing parts, accessories, manuals, packaging, or documentation
- Custom-made, made-to-order, special-order, or built-to-order products
- Products marked final sale, clearance, open-box, or non-returnable on the product page
- Products that have entered production and cannot be canceled by the manufacturer
- Products damaged due to improper handling, unloading, storage, installation, use, maintenance, or site preparation
- Certain oversized, freight-shipped, supplier-restricted, or specialty items once shipped
- Items sent back without an approved Return Authorization (RA)
- LeisureCraft / Dundalk products
LeisureCraft / Dundalk Products
All LeisureCraft / Dundalk product sales are final and are not eligible for return, exchange, or refund except where required by law.
Order Cancellations: LeisureCraft / Dundalk orders may be canceled within 24 hours of placement at no charge. After 24 hours, cancellation may not be possible once the order has been submitted to the manufacturer or entered production.
Customers must inspect all LeisureCraft / Dundalk shipments at the time of delivery. If the crate or shipment shows visible damage, the customer should take clear photos and note the damage on the carrier’s Bill of Lading before signing. We recommend writing: “Crate arrived open/damaged – possible hidden damage.”
Visible damage must be reported within 48 hours of delivery with photos. Concealed damage discovered after delivery must also be reported to Prime Regeneration within 48 hours of delivery. Failure to document and report damage within this window may affect the resolution process with the carrier or manufacturer.
Warranty & Replacement Parts: Warranty claims and replacement part requests are handled in coordination with LeisureCraft. Contact Prime Regeneration within 30 days of delivery to initiate a manufacturer warranty review. Replacement parts or components may be provided following manufacturer review and approval.
Please note that residential freight delivery for LeisureCraft / Dundalk products is curbside or end-of-driveway only by appointment. The customer is responsible for unloading the crate from the truck. If the shipment is delayed after arriving at the local terminal due to inability to schedule delivery, inability to unload, incorrect contact information, or any other customer-caused delay, storage, redelivery, or related carrier charges may apply.
Shipping address changes requested after the order has left the factory may result in additional carrier or manufacturer fees. Special unloading services, terminal pickup arrangements, or tilt tow services may also result in additional charges where applicable.
Brand and Product-Specific Shipping Terms
Shipping and delivery terms may vary by brand and product type. Some examples include:
- SaunaLife products: May ship by freight, flat-rate freight, or another approved delivery method depending on the model and product size.
- Finnmark Designs products: May ship by freight or manufacturer-direct fulfillment depending on inventory status and product type.
- Harvia, HUUM, Kohler, Saunum, sauna heaters, controls, and accessories: May ship by parcel, freight, or supplier-direct delivery depending on size, weight, and fulfillment source.
- Orivon / Lumin products: May ship by supplier-direct fulfillment. Shipping terms may vary by model and availability.
- KoziSense massage chairs: May ship by freight or supplier-direct fulfillment due to product size and weight.
- Red Light Pro Devices and smaller wellness accessories: May ship by parcel carrier or supplier-direct fulfillment depending on the product.
- Outdoor saunas, large sauna kits, fully assembled saunas, steam showers, hot tubs, cold plunges, and other oversized items: May require freight delivery, delivery appointments, customer unloading, and special site preparation.
Because shipping requirements vary by product and delivery location, customers should review the product page and contact Prime Regeneration before ordering if they have questions about delivery access, unloading, placement, or shipping cost.
Return Shipping Costs
Return shipping costs and return methods vary based on the product, manufacturer, supplier, and reason for return.
If the return is due to customer preference, the customer may be responsible for return shipping costs.
If the item arrives damaged, defective, or incorrect, Prime Regeneration will work with the manufacturer, supplier, or carrier to determine the appropriate resolution.
Some approved returns may qualify for prepaid return shipping depending on the product, supplier, return reason, and approval process.
Freight return shipping can be expensive and may require special packaging, palletizing, carrier coordination, and approved pickup arrangements.
Freight Item Returns
Large, heavy, and freight-shipped items may be subject to additional return conditions. These products must be returned only with approved authorization and shipping instructions.
Freight items must be properly packaged, protected, secured, and shipped using an approved carrier or method. Refused freight shipments, missed delivery appointments, storage fees, reconsignment fees, return freight charges, and redelivery charges may be deducted from any approved refund where applicable.
Refused Deliveries
Customers should not refuse delivery unless instructed by Prime Regeneration or the carrier in connection with a documented damage claim. Refusing a shipment without authorization may result in return freight charges, storage fees, redelivery fees, or other carrier costs being deducted from any eligible refund.
Refund Processing
Returned items are inspected upon receipt. Once an approved return is received and inspected, any eligible refund will be issued to the original payment method. Refunds are typically processed within 7–14 business days after approval, but timing may vary depending on the payment provider and financial institution.
Original shipping charges, expedited shipping charges, delivery surcharges, freight charges, handling charges, storage fees, reconsignment fees, redelivery fees, address correction fees, service-related fees, and any applicable product-specific return fees are non-refundable unless the return is the result of an error by Prime Regeneration or an approved manufacturer, supplier, or carrier claim.
Order Cancellations
Orders may only be canceled before shipment and before production begins on any custom, made-to-order, special-order, or manufacturer-direct item.
Once an order has shipped, entered production, been submitted to the manufacturer as a non-cancelable order, or been prepared for freight shipment, it may no longer be eligible for cancellation.
If a cancellation is approved after processing has begun, any manufacturer fees, supplier fees, payment processing costs, shipping costs, carrier charges, or other costs already incurred may be deducted from the refund where applicable.
Backorders and Delays
Some products may be temporarily backordered, delayed, or subject to manufacturer production timelines. Backorder dates and estimated availability dates are estimates and may change based on manufacturer production, supplier inventory, freight availability, or other factors outside of Prime Regeneration’s control.
If an item is backordered or delayed, customers may contact Prime Regeneration for current availability information before placing an order.
Warranty Support
Many products sold by Prime Regeneration include manufacturer warranty coverage. Warranty terms vary by brand and product. Prime Regeneration can help customers initiate a manufacturer warranty review when applicable.
Manufacturer warranty coverage does not usually cover damage caused by improper unloading, handling, storage, installation, assembly, use, maintenance, site preparation, electrical work, water exposure, misuse, or unauthorized modification.
Policy Exceptions
Certain brands, products, or manufacturers may have their own shipping, cancellation, return, damage, warranty, or replacement part requirements. Where product-specific or brand-specific policies apply, those terms will govern in addition to this policy.
How to Start a Return
To request a return, please contact Prime Regeneration Customer Support with your order number, the item you would like to return, the delivery date, the reason for the return, and photos if applicable.
Email: support@primeregeneration.com
Phone: (513) 650-6959
Customer Support Hours
Monday – Saturday: 9:00 AM – 5:00 PM Pacific Time
Sunday: Closed
Prime Regeneration is owned and operated by CL Stores LLC.