Returns info

RATE OUTDOORS LLC 

WELLNESS PRODUCTS RETURNS POLICY 

(Saunas, Plunge Pools, Outdoor Showers, and Accessories) 

Effective Date: May 12, 2026 

1. SCOPE 

This Wellness Products Returns Policy (this "Policy") governs cancellations, returns, exchanges, and refunds for Wellness Products and Accessories purchased from Rate Outdoors LLC ("Rate," "we," "us"). For purposes of this Policy: 

(a) "Wellness Products" means products sold by Rate that are designed primarily for personal wellness, hydrotherapy, thermal therapy, recovery, or relaxation use (for example, saunas, plunge pools, cold plunges, hot tubs, outdoor showers, and similar products). Replacement parts, controls, and consumables sold for use with a Wellness Product are not themselves Wellness Products and are governed as Accessories.; and 

(b) "Accessories" means any product sold by Rate that is not a Wellness Product, Outdoor Furniture, or other product expressly assigned to a separate category. Accessories include, by example only, aromatherapy oils, towels, replacement controls, cleaning kits, and similar consumables and small items. 

This Policy is incorporated by reference into Rate Outdoor’s Terms of Sale (the "Terms of Sale"). Capitalized terms not defined here have the meanings given in the Terms of Sale. If there is a conflict between this Policy and the Terms of Sale regarding returns and exchanges, this Policy controls. 

2. CANCELLATIONS BEFORE SHIPMENT 

2.1 Before Order Acceptance. Provided Rate is permitted to cancel the corresponding order with the manufacturer, you may cancel your order at any time before Rate accepts the order by contacting Rate at the phone number in Section 9. If your order is cancelable, Rate will cancel it and refund any amount charged.  

2.2 After Order Acceptance, Before Shipment. After Rate has accepted your order but before the Product has shipped, cancellation may not be available, depending on the manufacturer's then-current policy. Where cancellation is available a cancellation fee of up to 25% of the purchase price may apply, reflecting the manufacturer's processing and re-stocking costs. Rate will inform you of the applicable fee at the time you request cancellation. 

3. SAUNAS, PLUNGE POOLS, AND COLD PLUNGES — ALL SALES FINAL 

Rate does not accept returns, exchanges, or refunds for Wellness Products or Accessories  for change of mind, buyer's remorse, fit or aesthetic concerns, any assembly or moving requirements (including but not limited to size, weight, footprint, electrical or plumbing requirements, or your inability to move the Product to its installation site), Homeowner’s Association rules or any other reason not expressly covered by this Policy. 

The only exceptions to this rule are: 

(a) Confirmed transit damage, addressed under the Terms of Sale and Section 7 of this Policy, should repairs not be an option; 

(b) Valid manufacturer warranty claims, addressed under the Terms of Sale and the manufacturer's warranty for the affected Product (see Section 8 of this Policy); and 

(c) Recalls, addressed under the Terms of Sale. 

4. OUTDOOR SHOWERS AND ACCESSORIES — LIMITED RETURN WINDOW 

4.1 Eligibility. Subject to the conditions in this Section 4, you may return an Outdoor Shower or Accessory within ten (10) calendar days of the date you receive the Product. Returns are not permitted after the 10-day window has closed. 

4.2 Return Conditions. To be eligible for return under this Section 4, the returned Product must: 

(a) be in original condition, unused, unassembled (unless they were delivered assembled), and uninstalled; 

(b) be returned in the original packaging with all parts, accessories, instructions, and warranty materials included; 

(c) be accompanied by proof of purchase (order number from the order confirmation email is sufficient); and 

(d) have a Return Authorization ("RA") number issued by Rate (see Section 6). 

4.3 Restocking Fee. Returns under this Section 4 are subject to a restocking fee equal to the greater of (a) fifty dollars ($50), or (b) twenty-five percent (25%) of the Product price. The restocking fee is deducted from the refund amount.4.4 Non-Returnable Items. The following are not eligible for return under this Section 4: (a) custom, made-to-order, or special-order Products; (b) Products configured to your specification (including custom dimensions, finishes, or hardware); (c) consumables that have been opened or used (e.g., aromatherapy oils, cleaning solutions); (d) Products that have been installed, assembled (unless they were delivered assembled), or used; (e) Products without all original packaging or parts; and (f) Products without proof of purchase, (g) Products identified as non-returnable in this policy. 

5. HOW TO INITIATE A RETURN 

5.1 Return Authorization Required. To initiate a return under Section 4, contact Rate at the email address in Section 9 within the 10-day window. Provide your order number, the item(s) you wish to return, and the reason for return. Rate will issue a Return Authorization (RA) number, return instructions, and the return shipping address. RETURNS SENT WITHOUT AN RA NUMBER, OR TO ANY ADDRESS OTHER THAN THE ADDRESS PROVIDED BY RATE, MAY BE REFUSED, RETURNED TO YOU AT YOUR EXPENSE, OR PROCESSED WITH ADDITIONAL FEES DEDUCTED FROM ANY REFUND. 

5.2 Return Window. The returned Product must be received by Rate (or its designated return location) within thirty (30) calendar days of the date the RA number is issued, or the return will be refused. 

6. DAMAGED IN TRANSIT 

Transit damage is addressed under the Terms of Sale, not under this Returns Policy. To preserve your rights for transit damage, you must refer to the guidance in Terms of Sale which may include: 

(a) inspect the Product and take photos at delivery and note any visible damage on the bill of lading or delivery receipt before signing; 

(b) for Wellness Products (saunas, plunge pools, cold plunges, outdoor showers), notify Rate of any concealed damage within 48 hours of delivery, with photographs; and 

(c) preserve all original packaging. 

7. DEFECTIVE PRODUCTS AND WARRANTY CLAIMS 

Defective Wellness Products and Accessories are addressed exclusively under the manufacturer's warranty for that Product, not under this Returns Policy. The manufacturer's warranty information is provided to you as described in the Terms of Sale. To make a warranty claim, contact us using the contact information in the warranty documentation or in the contact email noted on our website. Rate does not perform warranty service on Wellness Products or Accessories. 

8. REFUNDS 

8.1 Inspection. Returned Products are inspected upon receipt to confirm eligibility under this Policy. If the returned Product does not meet the conditions in this policy, Rate may (a) refuse the return and return the Product to you at your expense, (b) accept the return with additional fees deducted from the refund, or (c) reduce the refund amount to reflect the diminished condition of the Product. 

8.2 Refund Method. Refunds are issued to the original payment method used for the purchase. Refunds are not available in cash, check, or store credit unless Rate elects otherwise in writing. 

8.3 Refund Timing. Refunds for accepted returns are typically processed within fourteen (14) business days of Rate's receipt and inspection of the returned Product. The time it takes for the refund to appear in your account depends on your payment method and financial institution. 

8.4 Financing Arrangements. If you used a third-party Financing Provider (e.g., Synchrony, Affirm) for your purchase, refunds are returned to the Financing Provider, which will adjust your account in accordance with the Financing Provider's policies. Rate is not responsible for the timing or method of the Financing Provider's refund processing. 

9. CHANGES TO THIS POLICY 

Rate may modify this Policy from time to time by posting the updated Policy on the Site with a new "Effective Date." Your purchase is governed by the version of this Policy in effect at the time you place your order; subsequent modifications do not retroactively change the policy applicable to a completed transaction. 

10. CONTACT 

To initiate a return, request a Return Authorization, or ask questions about this Policy, contact: 

Rate Outdoors LLC 

Email: support@rateoutdoors.com 

Customer Service Phone: 773-435-7596 

RATE OUTDOORS LLC 

FURNITURE RETURNS POLICY 

(Outdoor Furniture) 

Effective Date: May 11, 2026 

1. SCOPE 

This Furniture Returns Policy (this "Policy") governs cancellations, returns, exchanges, and refunds for Outdoor Furniture (as defined in the Terms of Sale) purchased from Rate Outdoors LLC ("Rate," "we," "us"). Returns of Wellness Products such as saunas, plunge pools, outdoor showers, accessories, and other non-furniture Products are governed by Rate's separate Wellness Products Returns Policy. 

This Policy is incorporated by reference into Rate's Terms of Sale (the "Terms of Sale"). Capitalized terms not defined here have the meanings given in the Terms of Sale. If there is a conflict between this Policy and the Terms of Sale regarding returns and exchanges, this Policy controls. 

2. CANCELLATIONS BEFORE SHIPMENT 

2.1 Before Rate Acceptance. Provided Rate is permitted to cancel the corresponding order with the manufacturer, you may cancel your order at any time before Rate accepts the order by contacting Rate at the email address in Section 9. If your order is cancellable, Rate will refund any amount charged. If the order has already begun production, it is not cancellable.  

2.2 After Rate Acceptance, Before Shipment. After Rate has accepted your order but before the Product has shipped, cancellation may not be available, depending on the manufacturer's then-current policy. Where cancellation is available, a cancellation fee of up to 25% of the Product price (plus any non-refundable payment processing fees) may apply, reflecting the manufacturer's processing and re-stocking costs. Rate will inform you of the applicable fee at the time you request cancellation. 

3. RETURN WINDOW 

3.1 Eligibility. Subject to the conditions in Section 4 and the exclusions in Section 5, you may return eligible Outdoor Furniture within ten (10) calendar days of the date you receive the Product. Returns are not permitted after the 10-day window has closed. 

4. RETURN CONDITIONS 

4.1 Required Conditions. To be eligible for return, the returned Furniture must: 

(a) be in original condition and unused; 

(b) be returned with all parts, accessories, instructions, and warranty materials included; 

(c) be accompanied by proof of purchase (order number from the order confirmation email is sufficient) including photos, and 

(d) have a Return Authorization ("RA") number issued by Rate (see Section 6). 

4.2 Restocking Fee. Returns under this Policy are subject to a restocking fee equal to the greater of (a) fifty dollars ($50), or (b) ten percent (10%) of the Product price. The restocking fee is deducted from the refund amount. 

5. NON-RETURNABLE ITEMS 

The following Furniture is not eligible for return under this Policy under any circumstances except confirmed transit damage (Section 7) or a valid warranty claim (Section 8): 

(a) custom, made-to-order, or special-order Furniture; 

(b) Furniture configured to your specification, including custom dimensions, custom fabrics or upholstery, custom finishes, custom hardware, or any other customer-specified configuration; 

(c) Furniture that has been assembled, used, or installed; 

(d) Furniture without all original parts or hardware; 

(e) Furniture without proof of purchase; 

(f) Furniture sold as "final sale," "clearance," "as-is," or any equivalent designation at the time of sale; and 

(g) Furniture purchased outside the 10-day return window in Section 3. 

6. HOW TO INITIATE A RETURN 

6.1 Return Authorization Required. To initiate a return, contact Rate at the email address in Section 9 within the 10-day window. Provide your order number, the item(s) you wish to return, and the reason for return. Rate will issue a Return Authorization (RA) number, return instructions, and the return shipping address. RETURNS SENT WITHOUT AN RA NUMBER, OR TO ANY ADDRESS OTHER THAN THE ADDRESS PROVIDED BY RATE, MAY BE REFUSED, RETURNED TO YOU AT YOUR EXPENSE, OR PROCESSED WITH ADDITIONAL FEES DEDUCTED FROM ANY REFUND. 

6.2 Return Window. The returned Furniture must be received by Rate (or its designated return location) within thirty (30) calendar days of the date the RA number is issued, or the return will be refused. 

6.3 Exchanges. Rate does not offer direct exchanges. To exchange an eligible item, follow the return process above and place a new order for the desired item. 

7. DAMAGED IN TRANSIT 

Transit damage is addressed under the Terms of Sale, not under this Returns Policy. To preserve your rights for transit damage, you must: 

(a) inspect the Furniture at delivery and note any visible damage, with photos, on the bill of lading or delivery receipt before signing; and 

(b) for Furniture, notify Rate of any concealed damage within the period stated in the applicable manufacturer's claim policy or, if shorter or not stated, within 30 days of delivery, with photographs (the applicable window for a specific Furniture Product, if different from the 30-day default, is disclosed on the product page or in the order confirmation). 

Where transit damage is confirmed, Rate will, at Rate's option (and subject to the manufacturer's and carrier's policies), arrange for repair, replacement of damaged components, replacement of the Product, or refund of the purchase price upon return of the Product. See Section 4.9 of the Terms of Sale. 

8. DEFECTIVE PRODUCTS AND WARRANTY CLAIMS 

Defective Furniture is addressed under Rate's limited warranty for Outdoor Furniture, not under this Returns Policy. To make a warranty claim, contact Rate at the email address in Section 9 with your order number, photographs of the defect, and a description of the issue. Warranty remedies and timing are addressed under the applicable warranty terms. 

9. REFUNDS 

9.1 Inspection. Returned Furniture is inspected upon receipt to confirm eligibility under this Policy. If the returned Furniture does not meet the conditions in Section 4.1, Rate may (a) refuse the return and return the Furniture to you at your expense, (b) accept the return with additional fees deducted from the refund, or (c) reduce the refund amount to reflect the diminished condition of the Furniture. 

9.2 Refund Method. Refunds are issued to the original payment method used for the purchase. Refunds are not available in cash, check, or store credit unless Rate elects otherwise in writing. 

9.3 Refund Timing. Refunds for accepted returns are typically processed within fourteen (14) business days of Rate's receipt and inspection of the returned Furniture. The time it takes for the refund to appear in your account depends on your payment method and financial institution. 

9.4 Financing Arrangements. If you used a third-party Financing Provider (e.g., Synchrony, Affirm) for your purchase, refunds are returned to the Financing Provider, which will adjust your account in accordance with the Financing Provider's policies. Rate is not responsible for the timing or method of the Financing Provider's refund processing. 

10. CHANGES TO THIS POLICY 

Rate may modify this Policy from time to time by posting the updated Policy on the Site with a new "Effective Date." Your purchase is governed by the version of this Policy in effect at the time you place your order; subsequent modifications do not retroactively change the policy applicable to a completed transaction. 

11. CONTACT 

To initiate a return, request a Return Authorization, or ask questions about this Policy, contact: 

Rate Outdoors LLC 

Customer Service Phone: 773-435-7596 

Customer Service Email: support@rateoutdoors.com