Returns & refunds
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an online order for any reason within 14 days, starting the day after you (or someone you nominate) receive the goods. For an order delivered in several parts, the 14 days run from the last delivery. You do not need to give a reason.
How to return
- Tell us within the 14-day window by email to sales@saunashopltd.co.uk (or use the contact form) with your order number. You can also use the model cancellation form in our terms.
- We confirm the return and give you a returns reference and the return address.
- Send the goods back within 14 days of telling us. Goods must be unused, in their original packaging and in a condition that allows resale. You may inspect the item as you would in a shop, but a sauna or heater that has been installed, wired or heated cannot be returned as unwanted.
- Keep proof of postage or the collection note.
Who pays for return shipping
For unwanted (change-of-mind) returns you are responsible for the cost of returning the goods. Small accessories can be posted. For pallet-size items we can arrange collection with our courier and deduct the actual collection cost from your refund; we quote this cost in writing before collection, and it is typically similar to the outbound delivery charge of £274. If the item is faulty, damaged in transit or not as described, we pay for the return.
Refunds
- We refund the price paid for the goods plus the basic outbound delivery charge (where the whole order is returned), to the original payment method.
- Refunds are processed within 7 working days of the goods arriving back with us, or of you providing proof of return, whichever is earlier. Your bank may take a further 3–5 days to show it.
- We may reduce the refund to reflect any loss in value caused by handling beyond what is needed to check the goods (for example scratched panels, missing fixings or cut timber).
Faulty goods
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If something is faulty you have 30 days from delivery to reject it for a full refund. After 30 days, and within the first six months, we will repair or replace it, and if that fails you can claim a refund. Manufacturer warranties (typically 2 to 5 years for heaters and steam generators) apply in addition and are listed on each product page.
What cannot be returned as unwanted
- Custom-cut timber, made-to-measure saunas and anything built to your specification.
- Sealed hygiene items (sauna hats, textiles, aromas) once opened.
- Products that have been installed, connected to electricity or water, or used.
These exclusions do not apply if the item is faulty.
Exchanges
We do not run a formal exchange service; return the item for a refund and place a new order, or contact us and we will do our best to swap sizes before dispatch.
Contact
Sauna Shop Ltd, [Registered office address — to be supplied by Sauna Shop Ltd]. Email sales@saunashopltd.co.uk, phone [Phone number — to be supplied], WhatsApp [WhatsApp number — to be supplied]. Company number [Company number].