Nobody orders a sauna or steam shower planning to send it back. But if something’s wrong … or you’ve simply changed your mind … here’s exactly how it works, with no surprises.
If the item is faulty, damaged or not what you ordered
- Check your delivery within 48 hours. Transit damage needs reporting inside that window … see our Delivery Information page for the simple checking routine.
- If we’ve sent the wrong item, we’ll take it away at no charge and redeliver the correct order at our own cost.
- If there’s a genuine product fault, we’ll arrange courier collection or send you a prepaid returns label at no cost to you and replace or refund as agreed. We may ask for photos first, to confirm the issue and make sure the right fix goes out.
If you’ve changed your mind
- You have 14 days from the day your order arrives to request a cancellation, under the Consumer Contracts Regulations 2013.
- The item needs to be unused, uninstalled, and in its original packaging on the pallet … keep both until you’re sure.
- We offer free returns, however, the return cost is yours on a change-of-mind return. For pallet-sized items, we can arrange the collection and pass on the carrier’s charge … smaller items you can send back with your own courier.
- If you do with for us to collect on our services, a collection handling and restocking charge of £160 or 10% of the item price, whichever is greater, is deducted from your refund … it can be higher for addresses outside the UK mainland. This also applies where an item is returned because it doesn’t fit the space or environment
- Custom-made or adapted items can’t be returned … and once work on a custom order has started, it can no longer be cancelled.
- If you cancel after a delivery date is agreed and your order has already been dispatched but cancellation is before delivery, the courier costs already agreed to and incurred are deducted from the refund as per the above.
- Waiting on a back-order? A delayed or back-ordered item can be cancelled and fully refunded at any time before delivery or swapped to another model, whichever suits.
Once it’s installed or used
- Starting installation counts as accepting the goods … after that, any problem is handled through the parts warranty rather than a return. Check everything for cosmetic and quality concerns before your installer starts.
- Products like saunas, steam showers, whirlpool baths and portable saunas are classed as personal hygiene products under the Consumer Contracts Regulations 2013. Once used, even once, they can’t be returned for any reason other than a product fault. Build it, check the fit and look everything over before that first use, and keep all the packaging.
How to start a return
- Complete the Returns Form complete with your order details and the reason.
- Repack as it arrived … original boxes, resealed with clear tape only, secured upright on the pallet. We may ask for a photo of the packed pallet before collection. If you need cling wrap or materials to secure it, ask, and we’ll send some before the collection date.
- Collections are an all-day service on the agreed date – there are no timed slots.
Your refund
Your return is inspected within 48 hours of arriving back with us, and your refund is processed within 3-5 working days of inspection, back to your original payment method; however, your bank may take a little longer to show it. Any agreed charges (restocking, courier costs) are deducted from the refund, itemised so you can see exactly what and why. The original delivery charge or surcharge isn’t refunded on a change-of-mind return.
Swapping for a different model? Exchanges run as two separate transactions – your new order is placed as normal, and the original is returned and refunded on its own. It keeps both parts clean and trackable.
