Refund & Returns Policy

30-Day Return Policy

At SaunaSupply, we offer a 30-day return window. This means you may request a return within 30 days of receiving your item. Please note that certain products are exempt from no-fault returns; any such exceptions will be clearly noted on the respective product pages.

Return Policy Exceptions

1. Overview

All SaunaSupply saunas are custom-built to order, individually manufactured according to each buyer’s confirmed design, dimensions, and finish.
Because these products are bespoke and cannot be resold, returns or cancellations are not accepted once fabrication has begun, except where a genuine manufacturing defect makes the sauna unusable.

2. Return Eligibility

3. Warranty Coverage

All saunas are covered by a 24-month manufacturer’s warranty against defects in materials or workmanship.
If a problem occurs, SaunaSupply will always attempt to repair and/ or replace parts under this warranty first.
A refund will be considered only if repair or replacement is not possible within a reasonable time or causes undue inconvenience, in accordance with the Consumer Rights Act 2015.

4. Packaging Damage

Damage to external packaging does not constitute “damaged goods.”
If the sauna itself is intact and fully functional, the order is considered fulfilled and no refund or replacement will be offered.

5. Cancellation Before Fabrication

• Orders may be cancelled only before fabrication begins.

• A reasonable administration charge may apply to cover design or material allocation costs.

• Once fabrication starts, the order becomes non-cancellable, except for verified manufacturing defects covered by warranty.

6. Reporting a Defect

If you believe your sauna is defective:

1. Email support@saunasupply.co.uk as soon as possible (must be within 48 hours for delivery damage).

2. Include your order number, photos, and a description of the issue.

3. SaunaSupply will assess whether the issue is covered under warranty and may request additional information.

4. If confirmed as a manufacturing defect, SaunaSupply will arrange repair or replacement.

5. Only if repair or replacement cannot be completed within a reasonable timeframe will a refund be offered.

6. You have 30 days from delivery to reject a faulty product for refund under UK law.

7. Return Method & Costs

• Method: SaunaSupply arranges collection or provides a pre-paid return label (depending on size).

• Who pays: SaunaSupply covers reasonable transport costs for verified defective products.

• Returns are accepted only with prior written authorisation from SaunaSupply.

8. Refund Amount & Timing

• Refunds are processed within 14 calendar days of receiving the returned goods or valid proof of return.

• Refunds include the product price and standard delivery charge for defective items only.

• Refunds are issued to the original payment method.

9. Non-Returnable Situations

• Products that are opened, installed, or used are not returnable, unless a manufacturing defect renders them unusable.

• Minor cosmetic marks, natural timber variations, or aesthetic imperfections that do not affect use are not classed as defects.

• Returns sent without prior approval will not be accepted.

10. Buyer Responsibilities

• Confirm all design, size, and specification details before placing your order.

• Follow supplied installation and maintenance instructions.

• Damage caused by incorrect installation, misuse, or lack of maintenance is not covered.

11. Legal Framework

This policy complies with:

• Consumer Rights Act 2015 – goods must be of satisfactory quality, fit for purpose, and as described; and

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Reg. 28 (1)(b) – bespoke/made-to-order goods are exempt from the standard 14-day cancellation right.

Nothing in this policy affects your statutory rights.

12. Contact

SaunaSupply Customer Service
Email: support@saunasupply.co.uk
Phone: +44 7847575782
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom