Refund policy

Effective Date: January 17, 2026
Last Updated: August 30, 2026

1. Scope and Intent

This Return & Refund Policy applies to all purchases made through the Between Living website located at betweenliving.com (“Website”).

Between Living works with multiple manufacturers and offers products ranging from smaller accessories and standard parcel shipments to furniture, sauna equipment, hot tubs, cold plunges, saunas, outdoor structures, specialty products, and made-to-order or freight-delivered goods. Because of this, return, cancellation, restocking, exchange, and refund requirements may vary by product and manufacturer.

This Return & Refund Policy explains our general return and refund practices. For more specific information about a particular product or brand, please review the applicable product page and any manufacturer-specific policy or documentation made available through Between Living.

IMPORTANT: Product-specific and manufacturer-specific return, cancellation, restocking, exchange, and refund terms apply where provided.

Product-specific and manufacturer-specific terms should be read together with this general Return & Refund Policy. Where more specific terms are provided for a particular product or manufacturer, those more specific terms apply to that item.

If there is a difference between the general information contained in this policy and the more specific return, cancellation, or refund information provided on an applicable product page or in applicable manufacturer-specific documentation made available through Between Living, the product-specific or manufacturer-specific terms will govern for that item.

By placing an order through Between Living, you agree to the terms outlined in this policy together with any applicable product-specific or manufacturer-specific terms made available before purchase.

2. Contact Information

For questions regarding returns, refunds, cancellations, damaged products, or exchanges, please contact our Customer Service team:

Email: support@betweenliving.com
Phone: +1 (844) 660-3690

Business Address:
Between Living
8 The Green
Dover, Delaware 19901
United States

Business Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time

3. Return Eligibility

Return eligibility and return-request periods vary by product and manufacturer.

Certain products may be eligible for return within a specified return period, subject to applicable conditions. Other products, including certain made-to-order, customized, configured, installed, used, opened, specialty, clearance, final-sale, or manufacturer-designated items, may have limited or no return eligibility.

Where a specific return period or return condition is provided for a particular product or manufacturer, the return request must comply with that applicable period and those conditions.

Customers should review any product-specific or manufacturer-specific return information made available before completing their purchase.

If you are unsure whether a product is returnable, please contact us before ordering at support@betweenliving.com.

3.1 Conditions for Return

Where a return is permitted, products generally must:

  • Be unused and undamaged, unless the return concerns a reported defect, shipping damage, incorrect item, or fulfillment error.
  • Be returned in the condition required under the applicable product or manufacturer policy.
  • Be returned in the original packaging, where required.
  • Include applicable labels, tags, accessories, components, manuals, hardware, and other materials originally supplied with the product.
  • Have valid proof of purchase from Between Living.
  • Be returned within the applicable authorized return period.
  • Receive any required return authorization before being shipped back.

Additional manufacturer-specific conditions may apply.

Do not return or ship a product to Between Living, a manufacturer, warehouse, or other address without first receiving return instructions or authorization.

4. Return Process

4.1 Initiating a Return

To request a return:

  1. Contact Between Living at support@betweenliving.com or +1 (844) 660-3690 within the applicable return period.
  2. Provide your order number.
  3. Identify the product you wish to return.
  4. Explain the reason for the return.
  5. Provide photographs, video, or other documentation where requested.

We will review the request against the applicable Between Living, product-specific, and manufacturer-specific return terms.

If the return is approved, we will provide detailed return instructions and, where applicable, a Return Merchandise Authorization (RMA) number or other return authorization information.

Return authorization does not waive applicable restocking fees, return freight charges, manufacturer requirements, or other conditions associated with the return.

4.2 Preparing Your Return

If your return is authorized:

  1. Follow the return instructions provided.
  2. Securely package the product.
  3. Use the original packaging where required.
  4. Include all required accessories, components, manuals, hardware, documentation, and other materials.
  5. Include any required return authorization information.
  6. Do not send the product to an address other than the authorized return destination.

Failure to follow applicable return instructions may affect return eligibility or the amount of the refund.

4.3 Shipping the Return

The required return method varies according to the product, size, manufacturer, and fulfillment location.

Smaller products may be returned using an authorized parcel carrier, while furniture, saunas, structures, hot tubs, cold plunges, and other large products may require freight transportation or other specialized arrangements.

Where the customer is responsible for arranging return transportation, a trackable and appropriately insured shipping method should be used.

The product must be shipped or made available for authorized return within the timeframe specified in the return authorization or applicable manufacturer policy.

5. Return Shipping Costs, Restocking Fees & Other Charges

5.1 Return Shipping Costs

Responsibility for return shipping or freight depends on the reason for the return, the product, manufacturer, and applicable policy.

Return shipping is not universally covered by Between Living.

For eligible customer-initiated or change-of-mind returns, the customer is responsible for applicable return parcel shipping, freight, insurance, handling, or other return transportation costs, unless the applicable product or manufacturer terms expressly provide otherwise.

For verified shipping damage, defects, incorrect products, or fulfillment errors, responsibility for return shipping or freight will be determined according to the applicable manufacturer, carrier, warranty, or fulfillment terms.

Please do not independently arrange return freight for a large or freight-delivered product until you have received return instructions from Between Living.

5.2 Restocking Fees

Eligible customer-initiated returns are subject to the applicable restocking fee where required by the product or manufacturer return terms.

Restocking fees vary by product and manufacturer. Because Between Living works with multiple manufacturers, we do not apply one universal restocking percentage across all products.

The customer is responsible for the applicable restocking fee associated with an authorized customer-initiated return, except where the return results from a verified defect, shipping damage, incorrect product, or other circumstance for which the applicable manufacturer, carrier, or Between Living terms provide otherwise.

Where a manufacturer-specific restocking percentage or fee applies, that amount will govern the return and will be deducted from the customer’s refund where applicable.

Additional authorized charges, including return freight, shipping, handling, cancellation, or other manufacturer-imposed return costs, may also apply depending on the product and circumstances.

If you would like to know the applicable restocking terms for a particular product before purchasing, please contact us at support@betweenliving.com.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Change-of-mind returns are permitted only where allowed under the applicable product and manufacturer return terms.

Where permitted:

  • The product generally must be unused and undamaged.
  • Original packaging may be required.
  • The return must be requested within the applicable return period.
  • The customer is responsible for the applicable restocking fee required by the product or manufacturer return terms.
  • The customer is responsible for applicable return shipping or freight costs, unless otherwise stated by the applicable terms.
  • Additional manufacturer-specific return conditions may apply.

Restocking fees vary by product and manufacturer and therefore are not represented by one universal percentage in this policy.

Some products are not eligible for change-of-mind returns.

Please contact Between Living and receive authorization before returning any item.

6.2 Defective Products

If you believe a product is defective, contact us promptly at support@betweenliving.com.

Please provide:

  • Your order number
  • A description of the suspected defect
  • Photographs or video where reasonably requested
  • Any additional information needed to identify the product or issue

Depending on the product and circumstances, the issue may fall under the manufacturer’s warranty rather than the standard return process.

Between Living will work with you and, where appropriate, the manufacturer or fulfillment partner to determine the applicable resolution under the relevant warranty, return, or product-support terms.

A defect does not automatically require the entire product to be returned if the applicable manufacturer provides another remedy, such as replacement parts, repair, technical support, product replacement, or another authorized remedy.

6.3 Products Damaged During Shipping

Please inspect your shipment as soon as reasonably possible after delivery.

For visible shipping damage:

  • Photograph the product and packaging.
  • Retain the packaging, crate, labels, and shipping documentation.
  • For freight shipments, inspect the shipment before signing whenever reasonably possible.
  • Note visible damage on the delivery receipt or Bill of Lading before signing whenever possible.
  • Contact Between Living promptly at support@betweenliving.com.
  • Provide your order number, photographs, and a description of the damage.

Manufacturer and carrier claim periods vary, so shipping damage should be reported as soon as possible.

Certain manufacturers may require damage or missing-component claims within a specific period. Those product-specific requirements apply where communicated.

Do not discard the damaged product, crate, packaging, labels, or shipping documentation while a claim is being reviewed unless instructed otherwise.

Between Living will work with you and the appropriate manufacturer, fulfillment partner, and/or carrier to determine the applicable resolution.

6.4 Incorrect Product Received

If you receive a product different from the product ordered, contact us promptly at support@betweenliving.com.

Please provide:

  • Your order number
  • A description of the item received
  • Photographs where helpful

We will review the order and coordinate with the appropriate manufacturer or fulfillment partner to correct a verified fulfillment error.

Where the incorrect product resulted from a verified fulfillment error, applicable return or replacement shipping will be handled according to the relevant manufacturer or fulfillment terms.

Do not return the incorrect product until return or shipping instructions have been provided.

6.5 Product Never Arrived

If your product has not arrived within its applicable estimated delivery timeframe, first review the tracking or shipment information provided.

Please remember that processing time, production or build time, and carrier transit time may be separate, particularly for made-to-order, specialty, oversized, and freight-delivered products.

If assistance is required, contact us at support@betweenliving.com or +1 (844) 660-3690.

We will work with the appropriate manufacturer, fulfillment partner, or carrier to investigate the shipment.

If a shipment is confirmed lost, the applicable resolution will be determined based on the circumstances of the order, carrier investigation, and applicable manufacturer or fulfillment terms.

6.6 Order Cancellation

Contact Between Living as soon as possible if you wish to cancel or modify an order.

Cancellation or modification eligibility depends on the product, manufacturer, and fulfillment status.

Some orders may become non-cancellable or subject to cancellation or change fees once processing, production, customization, procurement, or fulfillment has begun, even if the order has not yet physically shipped.

Made-to-order, customized, configured, specialty, or manufacturer-processed products may have stricter cancellation requirements.

Where cancellation is permitted before processing or fulfillment has reached a non-cancellable stage, the applicable cancellation terms will determine whether any cancellation fee applies.

If an order has already shipped, it generally cannot be cancelled and will instead be subject to the applicable return terms, if the product is eligible for return.

Where a product-specific or manufacturer-specific cancellation period, fee, or restriction is provided, those terms apply.

Please contact us promptly before assuming an order can be cancelled.

7. Exceptions and Non-Returnable Products

Certain products may be non-returnable, non-refundable, or subject to additional return restrictions.

These may include, depending on the applicable manufacturer and product:

  • Made-to-order products
  • Customized or personalized products
  • Special-order products
  • Products manufactured or configured specifically for an order
  • Installed or assembled products where return restrictions apply
  • Used products
  • Opened products where manufacturer restrictions apply
  • Products damaged after delivery for reasons unrelated to shipping or a verified defect
  • Products missing required packaging, parts, accessories, hardware, manuals, or documentation
  • Products designated as final sale
  • Clearance products where specifically designated as non-returnable
  • Products outside the applicable return period
  • Other products designated as non-returnable under applicable manufacturer-specific terms

This list is not intended to override more specific manufacturer or product terms.

Where a product or manufacturer has specific exclusions or return restrictions, those terms govern that product.

8. Refunds

8.1 Refund Conditions

Where a return is authorized, refunds are generally issued only after:

  • The returned product has been received at the authorized return destination.
  • Any required inspection has been completed.
  • Any required manufacturer confirmation or claim process has been completed.

We will communicate the status of an authorized refund where appropriate.

Products that do not satisfy applicable return requirements may be subject to a reduced refund or may be ineligible for refund.

8.2 Refund Processing

Method: Approved refunds are issued to the original payment method used for the purchase unless otherwise required by law or expressly agreed.

Between Living will initiate an approved refund after the applicable return, inspection, manufacturer confirmation, or claim process has been completed.

Once Between Living has issued the refund, additional processing time may be required by your bank, card issuer, payment provider, or financial institution before the funds appear in your account.

8.3 Refund Deductions and Partial Refunds

For an authorized customer-initiated return, the applicable restocking fee and any customer-responsible return shipping or freight charges will be deducted from the refund where applicable.

Other authorized deductions may include:

  • Applicable restocking fees
  • Return parcel shipping or freight costs
  • Cancellation or change fees
  • Handling or manufacturer-imposed return charges
  • Missing parts, accessories, components, hardware, manuals, or documentation
  • Damage not caused by Between Living, the manufacturer, fulfillment partner, or carrier
  • Other applicable manufacturer-authorized return charges

Partial refunds may be issued where appropriate when an otherwise authorized return does not satisfy all applicable return conditions.

Any applicable deduction will be determined according to the relevant product or manufacturer terms and circumstances of the return.

9. Exchanges and Replacements

Exchange and replacement eligibility varies by product, manufacturer, and reason for the request.

Products that are defective, damaged during shipping, or incorrectly fulfilled may qualify for:

  • Replacement
  • Replacement parts
  • Repair
  • Exchange
  • Technical support
  • Another remedy provided under the applicable manufacturer, carrier, warranty, or fulfillment terms

Change-of-mind exchanges are not universally available.

Shipping costs associated with an exchange or replacement depend on the reason for the exchange and the applicable manufacturer, carrier, warranty, or fulfillment terms.

To request assistance, contact support@betweenliving.com before returning or exchanging a product.

We will review the applicable terms and provide instructions where an exchange or replacement is available.

10. Important Return, Cancellation and Refund Timelines

Because Between Living works with multiple manufacturers and offers products with different fulfillment and return requirements, return, cancellation, damage-claim, and refund timelines may vary by product and manufacturer.

The applicable return period for a product will be determined by the product-specific or manufacturer-specific return terms provided through Between Living where such terms apply. Customers should review the applicable product information before purchase.

Where a product-specific or manufacturer-specific return period is provided, the return request must be made within that stated period.

Applicable timelines may include:

  • The manufacturer’s stated return-request period
  • A product-specific return period
  • A product-specific cancellation or order-change period
  • A deadline for reporting freight or shipping damage
  • A deadline for reporting missing components
  • A return-shipment deadline following authorization
  • Manufacturer inspection or claim-processing periods
  • Carrier investigation periods
  • Bank or payment-provider processing time after a refund is issued

Where a specific return window, restocking fee, return-shipping responsibility, cancellation requirement, or other return condition applies to a particular product or manufacturer, those specific terms govern that product and should be reviewed together with this Return & Refund Policy.

For eligible customer-initiated returns, the customer is responsible for the applicable restocking fee and applicable return shipping or freight costs as stated in the relevant product or manufacturer terms. Restocking fees vary by product and manufacturer and therefore are not represented by one universal percentage in this policy.

If the applicable return period, restocking fee, or return conditions for a product are not clear to you before purchase, please contact Between Living at support@betweenliving.com or +1 (844) 660-3690, and we will provide the applicable information available for that product.

Customers should contact Between Living promptly when a return, cancellation, damage, defect, missing item, or fulfillment issue arises.

Waiting to report an issue may affect eligibility where a manufacturer or carrier imposes a specific claim, cancellation, or return deadline.

11. Relationship to Manufacturer Warranties

Returns and manufacturer warranty claims are not necessarily the same process.

A product that is outside its applicable return period may still have manufacturer warranty coverage.

Manufacturer warranties vary by brand, product, and component and may include specific:

  • Registration requirements
  • Documentation requirements
  • Maintenance requirements
  • Installation requirements
  • Repair procedures
  • Replacement-part procedures
  • Claim requirements
  • Coverage periods
  • Exclusions

Where applicable, warranty information is provided separately through Between Living, the applicable product page, manufacturer documentation, or the manufacturer.

A manufacturer’s warranty does not automatically create a right to return a product for a refund unless the applicable warranty or return terms provide that remedy.

Between Living does not create, expand, replace, or independently guarantee a manufacturer’s warranty beyond the rights or obligations expressly provided by Between Living or required by applicable law.

12. Legal Rights

This Return & Refund Policy does not limit or exclude any statutory consumer rights or remedies that cannot lawfully be limited or excluded under applicable law.

Where applicable law provides rights that conflict with a provision of this policy, the applicable legal requirement will govern.

13. Questions and Support

If you have questions about whether a particular product can be returned, cancelled, exchanged, or refunded, or if you would like to understand applicable restocking or return-shipping requirements before purchasing, please contact us.

Between Living
8 The Green
Dover, Delaware 19901
United States

Email: support@betweenliving.com
Phone: +1 (844) 660-3690
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time

By making a purchase through Between Living, you acknowledge that you have had the opportunity to review this Return & Refund Policy together with any applicable product-specific or manufacturer-specific terms provided before purchase.

14. Changes to This Return & Refund Policy

Between Living may update this Return & Refund Policy periodically to reflect changes in our products, manufacturers, fulfillment practices, return procedures, cancellation procedures, or applicable requirements.

Changes become effective when the revised policy is published on our Website.

The Last Updated date at the top of this policy identifies the most recent revision.

Orders remain subject to applicable terms, manufacturer requirements, and return or cancellation conditions associated with the order and product.

Where product-specific or manufacturer-specific return, cancellation, refund, restocking, or warranty terms apply to an item, those more specific terms should be read together with this policy and will govern that item to the extent they differ from the general information stated here.

Thank you for choosing Between Living. We are committed to making our return, refund, and order-support processes as clear as possible while respecting the individual requirements of the manufacturers and products we offer.